Sundeep Mathur Email & Phone Number

Delhi, India

• Primary point of contact for the client to ensure client satisfaction with the service, create a strong relationship, and bring repeat business.
• Work with client Partner Managers in support of new business opportunities and establishing goals
• Act as a liaison between external customers and internal departments
• Analyse growth and provide accurate progress reports, forecasts, and budgets
• Coordinate training to understanding of the client?s business and expected deliverables
• Maintain trackers and reports for daily/weekly client interaction

• Coaching and Feedback: Regular monitoring is done to audit the calls taken by the agents followed by feedback. During the coaching sessions the agents are made to listen to their calls. Instead of me picking up areas.
• Drive Efficiency – I am able to control all metrics appropriately by tracking daily/weekly/monthly data and review performance with the team. Effective data tracking and sharing insights with the team helps in.
• Performance Management – Regular performance review encompassing tenure/quartile variation is done. Outlier performance management is done regularly and proactively as required. Proper documentation is done for the.
• Drive the NTP by focusing on employee engagement (development, recognition, fun activities, etc.) to keep employees motivated and reduce production attrition.
• Had been in an extended role of acting as Operations POC in Training to ensure effective transition of trainees from Training to Operations. Key responsibility in this role was to monitor performance of trainees and.
• Was part of hiring team led by operations for taking interviews to ensure quality of hired candidates is at par with the business requirements.

• Customer services: ensure optimum degree of customer satisfaction through quick resolution of issues and need based solutions, thereby leading to higher customer retention levels I am the point of contact for all.
• Was part of back office operations team called ORS (Orange Retail System). Key responsibility was to complete online request put by Orange retail stores and customers for modification (tariff change, account related.
• Trained in 3 Lines of Business of Orange; was selected for pilot batches for all the 3 processes because of good performance and meeting quality standards as per client’s requirement.