Udesh Sen Email & Phone Number

Wheelers Hill, Vic, Au

Melbourne, Victoria, Australia

I am an accomplished Partner Support Team Leader with a strong focus on service levels, team development, and customer satisfaction. I excel in leadership and management roles, consistently delivering exceptional results and driving organizational success.Key Responsibilities:Successfully recruited and nurtured high-performing teams, achieving excellence in partner service through continuous improvement and collaboration with stakeholders.Implemented proactive measures to train agents through omnichannel platforms, driving positive change and embracing the "Digital First" concept.Selected as a member of the MYOB successful leader panel, addressing change management during company kick-off.Accountable for Key Results:Prioritized touch-point customer satisfaction, exceeding partner service and quality standards.Achieved productivity and service level performance targets, going above and beyond to resolve partner inquiries.Shared accountability for partner outcomes with Segment Leads and Partner Managers.Fostered a culture of innovation and continuous improvement, enhancing the customer experience through digital support channels.Utilized strong workforce planning and operations skills to ensure adequate resourcing and drive performance improvements.Managed escalations effectively and resolved issues with partners, customers, and internal stakeholders.Used data analysis and coaching techniques to drive individual and team improvement.Reported on key support insights and partner outcome metrics, driving referrals for the MYOB Business Management Platform.Owned improvement initiatives to enhance contact center employee engagement.I am dedicated to driving success, fostering innovation, and delivering exceptional results. Let's connect to explore how my leadership and customer-centric approach can contribute to your organization's growth.

Experienced SME Team Leader with a track record of back-to-back All Star awards. Introduced a successful Work-From-Home project prior to Covid 19 and organized engagement activities to foster a positive work environment. Implemented teamwork workshops and refresher training to enhance collaboration and performance. Consistently improved customer satisfaction through CX improvement projects. Skilled in recruiting, coaching, and training agents for career growth. Aligned sales strategies with organizational goals, exceeding targets. Collaborated on resource planning and ensured smooth contact center operations. Strong in performance management, setting clear expectations, and driving positive outcomes. Possesses a blend of operational skills and a commitment to success in a contact center environment.

Melbourne, Victoria, Australia

Evaluate telephone calls, data integrity, and written communication for Client Support Representatives.Analyze data to identify areas of improvement.Provide effective, just-in-time coaching and feedback to bottom-performing individuals in the contact centre.Aim for measurable improvement in quality results.Collaborate with key stakeholders to develop and deliver relevant and timely coaching and training.Tailor-made coaching to individuals, employing creative techniques and minimizing internal and external interference.Arrange refreshers and relevant product training to bridge knowledge gaps.Ultimately, aim for an increase in performance and improvement in Contact Centre Call OKRs (Objectives and Key Results)

Melbourne, Victoria, Australia

Providing exceptional customer service while meeting KRA's. Resolving customer inquiries via phone and emails and handling complex escalation while maintaining and exceeding expected audit accuracy, FCR, and CSAT targets bearing risks in mind. Quality assessing of phone calls while updating records and providing feedback to management and colleagues to ensure business rules and quality standards are met while minimising/eliminating risk to the business. Managing the Bank feeds team while the manager is a way to ensure required deadlines are met. Monitoring and conducting the training, mentoring and assessing new starters as a buddy trainer. Service Demand Elimination‐ Be proactive and take the initiative to provide continuous feedback and process improvement ideas to Investigate critical Bank feeds issues relating to Institutions and daily data. Being the first point of contact and collaborating with internal teams to provide support, advice, feedback, training, and guidance when required. Handle client escalations, direct debit disputes, and recover incorrectly processed refunds for M-powered payments, M-powered Invoices, and M-Powered superannuation Clients. Handle third-party merchants for M-Powered Invoices inquiries. Assisted with Quarterly superannuation payment reminders. Contact clients via phone and e-mail when their payments have failed either due to a dishonor, Superfund closure/merger, or any other technical issues. Achieved and performed M-Powered sales targets and moved to Services within six months of joining MYOB.

The Sixth Element Leadership Program

Rg146 Deposit Products

Mental Health First Aider

Certificate Iv In Business Administration, Business Administration And Management, General

Certificate Iii In Customer Contact

General Certificate Of Education Advance Accounting, Business Management And Economics

Marketing Fundamental

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