Shruthi S Email & Phone Number

Bengaluru, Karnataka, India

Monitored the pre-sales calls and provided the effective feedback. Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making. Conducted training sessions for the associates which helped them in identifying the effective business lead. Published flyers/infographics which motivated the associates to achieve their targets. Closely mentored the Bottom Quartile associates and assisted in improving their performance. Provided the trend analysis report for the same. Conducted team huddle, dip-checks, hygiene audits, quizzes & Process Knowledge Test. Created other necessary reports which worked as a gateway in identifying the Area Of Improvements along with the observations for the central sales team. Calibrated with the support team to understand the changes in the business demand & supply. Conducted a daily team huddle to help the associates aware of the recent changes in the policy & procedures. Prepared the process Standard Operating Procedures & legends. Educated the bad calls along with the observations to the respective associates along with the reporting manager, which helped them avoid the common errors. Highlighted the good calls among the associates to motivate them. Adhered to the Quality Analyst Team workflow process. Communicated regularly with the sales team and other stakeholders to review the quality of service. Trained new joiners to help them understand the quality standards.

Bengaluru, Karnataka, India

Closely monitoring the associates' interactions in various LOBs through audits and effective feedback. Coaching and training the Bottom Quartile associates and enhancing their performance and publishing the performance trend analysis. Creating necessary reports that reflect the support team's currentperformance & trends, providing the AOI along with the observations. Performing hygienic audits, dip-checks, quizzes, PKT, SKT and calibrations on a regular basis to enhance the understanding of the process among the OPS team. Identifying the critical errors and highlighting the same to the management in order to take the right actions. Supporting the OPS team whenever there is a requirement to assist customers and perform RCAs. Contributing to the vision based on providing process improvement ideas and insights with pre-post analysis and supporting data. Sending out flyers/infographics and organizing process-related fun activities on a regular basis to keep the associates aware of the process updates.

Bengaluru, Karnataka, India

Built strong relationships with the field operations team to support in resolving the customer's query and improve the service (CSAT). Respond to multiple inquiries from customers and resolve as much as possible on the first interaction (FCR). Met all customer call guidelines including service levels (FRT), handling time (AHT), and productivity. Enhanced productivity levels by anticipating needs and delivering outstanding support to the team. Recognize and escalate recurring problems, inferior processes, or outdated procedures. Keep a check on the cases escalated (DSAT)and proactively call customerswith a status update or resolution if queries cannot be resolved during the initial interaction. Accept additional projects or areas of responsibility that will improve the overall team’s performance. Mentored interns to gain process knowledge and took part in internal audits.

Bengaluru, Karnataka, India

Resolved customers' concerns by co-ordinating with the internal team within the said TAT. Ensuring 100% adherence to the support process. Ensuring all KPIs, meet the daily, weekly, and monthly targets. Provided excellent customer service by efficiently resolving issues andresponding to inquiries.

Bba - Bachelor Of Business Administration, Business Administration And Management, General

Education record

Bachelor Of Business Administration - Bba, Business Administration And Management, General