Bhaskar Sharma Email & Phone Number

Gurugram, Hr, In

Gurgaon, India

Gurgaon, India

• Leading and motivating a team of customer support executives handling queriesrelated to setting up of financial plans.• Plan, Develop, Customize & deploy Customer Care processes in line withBusiness Objectives.• Administering customer support for Voice and email processes.Ensuring compliance to SOP’s and delivering on customer defined KPIs.• Delivering on the SLA (Service Level Agreement) parameters.Preparing processes along with work productivity reviews and… Show more • Leading and motivating a team of customer support executives handling queriesrelated to setting up of financial plans.• Plan, Develop, Customize & deploy Customer Care processes in line withBusiness Objectives.• Administering customer support for Voice and email processes.Ensuring compliance to SOP’s and delivering on customer defined KPIs.• Delivering on the SLA (Service Level Agreement) parameters.Preparing processes along with work productivity reviews and handling day to day operational activities to enrich customer service delivery.• Liaising with organizational units, service agents and customers to identify andrespond to Customer expectations. • Proactively monitor customer support escalations and ensure they are being serviced appropriately within predefined service level goals. Show less

Gurgaon, India

• Handling all levels of escalation desks including Grievance Redressal, Social media & contact centre complaints or query, ensuring adherence of company policies and processes at all levels • Any sign of dissatisfaction expressed by any user for AIRTEL on any social media tool, is being taken care by the team in form of compliant or query on quick TAT• Handling escalations which comes through Social Media like Facebook, Twitter, Consumer Forum, company’s website, e-mails etc… Show more • Handling all levels of escalation desks including Grievance Redressal, Social media & contact centre complaints or query, ensuring adherence of company policies and processes at all levels • Any sign of dissatisfaction expressed by any user for AIRTEL on any social media tool, is being taken care by the team in form of compliant or query on quick TAT• Handling escalations which comes through Social Media like Facebook, Twitter, Consumer Forum, company’s website, e-mails etc. • Cyber Team is the highest escalation channel which is over and above Nodal and Appellate desk where consumer complaints comes directly from top level management• Ensuring quick resolution of complaint within TAT followed by customer satisfaction • Key Performance Indicators (KPIs)– Repeat Scores - 7%, Attendance – 90%, Quality Scores – 95%, Production• Delivering high rate of service level and adherence of TATs with regard to resolution as per standards of different levels• Handling e-mail communication with internal or external sources directly pan India for quick resolution Show less

Master Of Business Administration - Mba, Finance, General

Bachelor Of Commerce - Bcom, Business/Commerce, General