Process (Dish TV)Spearheading a team comprising of 7 Team Leaders, 20 Senior Executives and 190+ agents.Managing overall Transition process assigned.To maintain discipline on the production floor and helping and guiding Team Lead in order to meet process KPI’s.Work towards meeting and exceeding the targets provided as per the performance scorecard parameters / KPI’s Communicate.Manpower planning for next day on the basis of call forecast in order to achieve the desired KPI’s and handling escalations.Skip level Meetings with associates and Team Leads to understand the health of process and solve the issues (If any) and controlling attrition.Analysis on all the reports being sent by MIS and groom Team Leads wherever they are lacking.Real Time Monitoring & Floor Control during peak hours to ensure the maximum utilization is been achieved.Interacting with Clients on regular basis for any issues being faced and responsible for giving reviews to them.Weekly Review with Team Leads on the basis of their performance. To adhere the company and process specific policies and guidelines ( HR Policies, Administration Guidelines, Work place floor norms ,leave Policy and compliance policy etc)Internally coordinating with other departments /Support function for any issues /queries.

Handling Pan India Customer Support Operations & Administration.Resolving issues and disputes being reported from Customer/Dealers/Distributors/Auto OEMs, Implement POSMImparting Training to distributors / direct customers (Product Demo/presentation, Hardware & Software Training of PND, complete responsibility of Automobile OEM’s).Day to Day interaction with auto OEM’s like Maruti, Hyundai, Tata Motors, Ford, Mahindra, Nissan, Honda etc.Complaint Management-Ensuring that Personal Navigation Device (PND) related complaints are resolved within TAT, attending to escalated cases & ensuring that the same are resolved within TAT.Follow up with technical team at Taiwan for resolving issues on priority.Completely responsible for after sales for MAP/Software update issue in PND, arranging executives from Distributors MIS Generation- Weekly sales report of Garmin Distributors, Current stock, New order fulfillment from OEMs and push to increase the PND numbers .Coordination with Garmin Taiwan Finance Department in budget planning and invoicing for Garmin for its India operations. Coordination with Indian Custom Office for release of shipments.

Joined on payroll of ADFC Ltd. which is subsidiary Company of HDFC Bank Ltd and worked as Senior Executive. Got promoted and was taken on HDFC Bank Ltd. rolls due to my excellent performance.Managed a team of 3 supervisors, 75 customer support executives. Managed day-to-day activities of Phone Banking for servicing inbound calls of savings account holder.Responsible completely for operations, Service level deliveries, targets, Day to day operations & Technical administration, defining KRAs, Action plans, Increase FCR%, Con calls etc.Monitor & improve customer service parameters such as abandonment ratio, waiting time ratio and first call resolution.Driving Team productivity measures & service standards on the floor, Manage adherence to schedule for the team Timely login & staffed Time through smart shift management and break management, handle Unscheduled offs and ensure timely replacement. Complaint Management - Ensuring that the complaints are resolved within TAT, attending to escalated cases & ensuring that the same are resolved on priority.Responsible for analysis of Credit Card online Approval/rejection to reduce Curable/Non Curable cases and work on controllable /Non controllable cases. Accurate reporting and analysis of team statistic within specified TAT.Rostering -To ensure efficient resource management to ensure consistent availability of required manpower.Audit of various reports, requests and complaints on a daily basis to ensure that the Audit guidelines of the Bank are being met consistently and ensuring minimum deviation.Complaint Management - Ensuring that the complaints are resolved within TAT, attending to escalated cases & ensuring that the same are resolved on priority.Maintain, Monitor and provide feedback to the Team members on overall performance and motivating the Team and monitoring the Quality of the service provided.

Apr 2008 to Dec 2008 – CSO – TATA AIG General Insurance – Tata AIG is one of the largest companies in the Insurance sector in India and part of Tata Group.Worked as Customer Service Officer (CSO) with Tata AIG.Responsible for retaining the customers who had taken the Insurance policy.Retaining the customers by offering them special plans to reduce the churn.Responsible for cancellation of policy if the customer could not be retained.