Urooba . Email and Phone Number

To ensure effective SOPs are implemented in call center and internal operational departments. Obtain customer feedback. Report and co-ordinate accordingly with relevant department for complaint resolution and service quality enhancementKey Responsibilities (Functional Competencies)• Assessing customer complaint requirements and check that they are accordingly logged and closed appropriately • Monitoring customer service standards and highlighting weaknesses • Coordination with relevant departments for the resolution of complaint and end to end customer delivery • Feedback calls to complaint customer via Voice of Customer activity on a recorded call and analyze complaint resolution journey (Satisfied / Unsatisfied) customers • Feedback calls to claims settlement customer on a sample basis via Voice of Customer activity on a recorded call and highlighting claim settlement journey (Satisfied / Unsatisfied) customers • Determining internal and external training needs • Perform call evaluations and Arrange calibration sessions with all type of call center staff i.e. collection, CS, Digital Sales and 3rd party (TRG) for ensuring delivery of quality services and implementation and standardization of SOPs.• Prepare bi weekly technical reports and analysis.• Prepare monthly and quarterly analysis for management.

Attended and constructively contributed in team meetings. Handling Customer Services Complaints. Handling Recovery of Vehicle Theft/Snatch Cases. Specially tackling in annoyed & Hyper Clients.Received Appreciation by Customers three Times. One time employee of the month and Received Awards. 1Years worked experience as a CCO. 1 Year and 7months worked experience as a CSE. Detail-oriented individual with 2years and 7months of Customer services experience.

Operations Coordinator Responsibilities:Assisting with the management of daily operational activities.Performing administrative tasks, such as making travel arrangements, answering phones, scheduling meetings, etc.Managing office supplies and the maintenance of office equipment.Coordinating the proper allocation of human resources.Arranging and assisting with the onboarding of new employees.Planning and organizing conferences, events, staff training, and employee engagement activities.Preparing and maintaining operations documents and reports