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• Process and execute client requests, collect feedback, and resolve any complaints that the client had• Coordinate with internal teams to ensure timely fulfilment of requests and services as per the commitmentProject UndertakenTransition of T-Mobile (UK) technical helpdesk and customer service from onshore site to Convergys, GurgaonWhy this was done? ? Considering the cost per FTE onshore and supporting logistics, moving business to an experienced offshore partner like Convergys would reduce the cost, and ensure more calls were answered to help customers with their queries? With Convergys servicing EE customers for 10 years, stakeholders had confidence about what was expected from business partners? To make transition of customers from T-Mobile to EE smoother when they upgrade from 3G to 4G services How it was done?? Identifying the site where the number of FTEs required to answer calls could be best fit in? Analysing performance of onshore advisors taking calls for the same skillset.? Upskilling of EE advisors trained in Technical and Billing queries to service T-Mobile (UK) customers. ? Forming a pilot batch to operate for a month and reviewing their performance daily to understand the challenges and areas of opportunity

• 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 of improvement, I calibrate the calls with them and ask them where improvement is required and how it can be done, along with my inputs by giving examples to coach the agents.• 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 controlling hygiene issues and also keep the team motivated to come to work. • 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 outliers after discussing the action plan with them, mentioning the targets to be achieved by review date and how the targets will be achieved. • 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 validate candidates at the time of graduation from training before they move on to their respective teams. • 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 escalations calls.• 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 queries, adding or removing chargeable products, etc.) on their mobile accounts• 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.