Executive
Current• Enabling the delivery to achieve the CSAT norms defined by the organization. • Responsible for inducting the new joinees in the team.• Mentoring team and coaching new joinees in the team and align them in the process and procedures.• Conducting Partner audit (checking field engineer closure report)• Review with internal stake holders on Daily, Weekly, Monthly deliverables.• Monitoring mail management team in terms number of mails actioned upon and monitor response time.• Validation of bulk ticket logging. • Analyzing revenue leakage through audit of field call closure report (identification of fake ticket closure).• Review and disposal of payout to field engineers (Validation).• Guiding engineers in improving the process knowledge in capturing all required information while documenting the call.• From last 20 months handling Partner Pay-out Pan INDIA (On-call and B2B).• Applying BP on partner performance (RT, CTR, Attendance, CSAT Etc…) and penalising partner for not adhering the process.
