A performance driven professional with 6.5 years of experience, two years of experience as a Call Center Manager in Customer Service environment with telecom giants form UK & USA.
OPERATIONAL COMPETENCIES
Customer experience
Process improvement
Programme Manager
Marketing Strategy
Data analysis and reporting
Quality and Compliance management
Production management (productivity and efficiency)
Coaching, training and feedback
People management
Client relations and co-ordination
Interval wise SLA management
Shrinkage management
Worked on a project (Service Style) to increase CSAT percentage by applying the service style skills, was able to increase the CSAT percentage by 5% & received Special Achievement award in 2014 for this.
In the year 2015 I lead an additional team of 4 advisors for a Project Network Outage and I was first point of contact to the onsite vendor managers for this project. Created process map and training document for this project. Provided insights on network related issues which helped to reduce repeat contact on the query type and increased the CSAT percentage.
Received TL of the year award for 2016 for topping the CSAT chart for 6 months continuously.
I was part of core consulting team to help design our new communication application (e-Gain), I was part of an additional team of 7 advisors to test the new communication application e-Gain
Worked on a project to rollout e-Gain application to 450 users in 6 weeks. This helped to reduce the cost by one third of the previous application. Helped in migration of knowledge base from LivePerson to e-Gain.
For the third year in a row, UK consumers have scored our client’s website higher than the likes of Apple, John Lewis and the BBC, awarding us overall winner of Website of the Year, yet again.
Managed all the transitional jobs & lateral movement while one of the process ramped down. Took care of redeployment, MSR & training arrangement for the whole span around 250 agents & team coaches.
Initiated a project to reduce AHT for both voice & chat, was able to reduce AHT by 180 seconds for the platform and received Special Achievement award in 2017 for this.
Implemented CSAT to a Sales support process as an additional parameter & delivered 82% CSAT throughout the last quarter.