Should be able to ensure that monthly volumes are handled effectively. Responsible for monitoring call volume demand in real time and flex workforce accordingly. Ensure all SLA’s related to business in terms of RTA like Service level, Abandon % etc. are met consistently. Working in an independent and efficiently manner to meet defined SLA. Responsible for publishing hourly SL% report with operations. Proactively responsible in terms of highlighting any technical issues. Preparing and Analysing advisor’s schedules to meet service level requirements. Creating and maintaining shifts profiles and scheduling rules. Performing ad hoc activities as needed to support business requirements. Work closely with the operations team to analyze and help improve their delivery process. Responsible for scheduling training/refreshers of manpower based on requirements.

Promoted to BPS INTL Associates, International project internally.Responsible for handling the outbound and inbound call flow of vendors’ queries related to the amalgamation of two reputed organizations GSK-CH & HUL.Responsible for closing client complaints within TAT.Regular follow up with internal and external teams to avoid any loopholes.Address client concerns properly and professionally.Support the team members as well by giving our initiative to resolve the vendor queries.Responsible for creating reports & dashboards on daily basis of outbound & inbound volume by both internal & external teams

Responsible to handle day to day incoming and outgoing volume across India through emails, voice calls & chats.Troubleshooting of issues on a real time basis.Documentation of each ticket handled to ensure all the information is captured from audit perspective.Achieve the desired target of process SLA’s as well as personal KPI’s.Escalations to level 2/development teams with well documented details.Attend briefings, trainings/refreshers sessions and meetings as required.

 Creating product listings on sites like Amazon, Flipkart & eBay portals. Responsible for managing operations, online pricing for various vendors on the online portals. Communicating with the customers and the courier partners as well to communicate that the parcels were delivered in time. Manage day to day operations including order processing, stock management. Creating sheets for billing the parcels apart from the online portal. Manage customer complaints and feedback on time via emails or phone.

 Uses qualitative & quantitative methods to gather and analyze data, synthesizing it into maps, reports and other usable formats. Developing and maintaining Geo Data using Satellite Imagery, Google Earth Pro, Excel, SQL and other in-house built tools. Manipulation, analysis, presentation of geographical information by creating programs to convert GIS information from one format to another. Monitoring development activities and reporting project progress. Handling multiple projects. Study & examine attributed information for arranging & uploading into the maps in an analytical order.