Digital Marketing and Business Development

• Ensured that PA’s met operational, tactical and strategic purposes within compliance• Escalation of critical issues to respective team heads whenever required• Weekly and monthly overall performance of team (location wise) and agent wise improvement and error margin• Team performance in terms of compliance being met (Percentage composition and error margin of various tracking mechanisms)

• Helped in Implementing MIS for sub-process• Ensured that PA’s met operational, tactical and strategic purpses• Groomed the PA’s for higher responsibilities• Helped the team to align the process with organization's goals and objectives• Coordinate continual improvement projects• Coordinating with different teams’ OPS Managers on agent improvement, SLA’s and targets • Tracking defaulters for continual improvement and weekly assessment along with Team Heads• Ensured that PA’s met operational, tactical and strategic purposes within compliance• Escalation of critical issues to respective team heads whenever required• Weekly and monthly overall performance of team (location wise) and agent wise improvement and error margin• Team performance in terms of compliance being met (Percentage composition and error margin of various tracking mechanisms)• Check if hourly, daily and weekly SLA’s are met and agent and team targets are achieved• Ran weekly OPS meeting with Management in light of targets achieved and defaulters action taken and improvement

Quality Analyst Expert • Acted as a Client Co-Coordinator• Liaison between Client (Sony) and CCS for bridging the process gaps and transferring updates• Maintained key quality metricsQuality Coordinator• Assimilated data from various tracking systems and compiled, interpreted, and articulated a comprehensive root cause analysis, with a high level of accuracy, in an expeditious turnaround time• Adhoc reports and standard weekly, monthly and quarterly reports were compiled, analyzed and reported to Operations• Evaluated, recommend and designed enhancements to current and new systems for workflow management within Operations• In-depth knowledge of Operations process flow and the ability to assimilate root cause analysis of current and historical trends• Understanding of workflow management, knowledge of process and call tracking systems and related indices and data tracked

Subject Matter Expert• Responsible for assisting agents• Handled supervisor and escalated calls• Coordinated with the quality department on call calibrations• Conducted quality monitoring and feedback sessions• Conducted refresher training and mentoring sessionsGroup Leader – Operations• Identified knowledge and process gaps and ensured closure of the same through proper training, coaching and mentoring• Monitored and controlled the team in order to adhere to the quality guidelines and attendance schedule• Managed a team of Associate’s, motivated and guided them to achieve service level targets• Groomed the Associate’s for higher responsibilities• Managed all interpersonal problems that were raised on the floor• Maintained records pertaining to quality, attendance and performance of each agent

Supporting clients for Sony through Remote Support