Shaik Iliyaz Email and Phone Number

• Responsible to meet all agreed client SLA's and performance parameters is involved in an inbound process Tata Indicom.• Core responsibility was to handle team of 25 members• Responsible for updating and maintaining daily agent reports and program reports to be sent to the Clients• Responsible for the shift and maintaining team high morale and engaging them• Conduct team briefings, team reviews and appraisals.• Co-ordination with the team and other departments for timely resolution of customer queries• Overall responsible for team fulfillment of Client deliverables• Doing Quality Check for the associates and sit for Calibration Calls with Client• Spoc for client for lunching new offers.• Being Part of call conference with client & backend – Monthly basis.• Analyzing MIS & other statements with a view to upgrade the Floor with latest downloads.• Responsible for service delivery, assessing customer feedback & providing critical feedback.• Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity. • Identifying improvement areas & implementing measures to maximise customer satisfaction levels.• Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Responsible to meet all agreed client SLA's and performance parameters is involved in an inbound process Tata Indicom.Responsible for updating and maintaining daily agent reports and program reports to be sent to the ClientsResponsible for the shift and maintaining team high morale and engaging themConduct team briefings, team reviews and appraisals.Overall responsible for team fulfillment of Client deliverablesDoing Quality Check for the associates and sit for Calibration Calls with ClientSpoc for client for lunching new offers.Being Part of call conference with client & backend – Monthly basis.Analyzing MIS & other statements with a view to upgrade the Floor with latest downloads.ACHIVEMENTS:Bagged various performance and best Team Lead and Team certificates from the companyDistinction of maintaining 100% on time on emails both fresh and replies and quality above 90%Responsible for handling weekly Client calls, Monthly Review Call and arrange agents meeting clients to develop understanding with them on monthly basis.Responsible for all types of client interactions and follow ups.Overseeing a high-quality customer experience by elevating customer satisfaction through SLA adherenceSteering accomplishments of set quality standards in SLAs; conducting regular quality auditsCompiling, reviewing & monitoring daily / weekly performance of TSR/CSR call quality.Working on quality improvement projects for achieving continual improvements in service levels; Responsible for service delivery, assessing customer feedback & providing critical feedback.Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity. Identifying improvement areas & implementing measures to maximise customer satisfaction levels.Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels

• Certified by the client for handling Tata Indicom process as a Team Lead• Core responsibility was to handle team of 20 members• Was involved in a inbound process for TTSL AP • Core responsibility was to attend query on New Product Available and any clarification required by Customer.• To resolve customer queries Online at most• Aggressive follow-ups of un-resolved cases• Added follow ups if taking Escalated Calls from CSR s • Updating the html page on a day to day basis for easy access of information on intranet.

OperationsRESPONSIBILITIES:Certified by the client for handling Tata Indicom process as a Team LeadCore responsibility was to handle team of 20 membersWas involved in a inbound process for TTSL AP Core responsibility was to attend query on New Product Available and any clarification required by Customer.To resolve customer queries Online at mostAggressive follow-ups of un-resolved casesAdded follow ups if taking Escalated Calls from CSR s Updating the html page on a day to day basis for easy access of information on intranet.