Result oriented professional with a distinctive track record of more than 18 years in Operations & Customer Service and Training & Development.
Conducting and Handling Training and Coaching and Feedback to Agents on Various call handlingparameters set by the company.
Training agents on Process and Pre-process. Responsible for the running and management of a Business Unit through the effective use of resources as well as planning areas of improvement or development.
Adept at developing procedures, service standards and operational policies, with aproven track recordof excellent customer success rate.
An exemplary communicator with proven skills in designing and conducting customized training programs geared towards optimizing knowledge & operational efficiencies of international client organizations.
Excellent track record of increasing the transference of learning from the classroomto the job and in motivating employees
Self-motivated, multi-tasking team player with an ability to interact easily with people of diverse backgrounds, cultures & professional levels and adaptable to new technologies
الخبرة
Providing effective resolution to customer queries and escalations and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience.
Keeping TAT commitments, handling escalations and monitoring Quality Standards of the team through constant monitoring and providing feedback and coaching.
Monitoring utilization of existing resources and manpower; planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis.
Recruiting, orienting and training to team members; ensuring optimum performance for all Customer support & operations related issues.
التعليم
Bachelors of Business Management, Baldwin’s Methodist College, Bangalore University – 2007
PCMC from Cathedral Composite PU College, Karnataka Education – 2003
Board SSLC St. Aloysius High School, Karnataka Education Board - 2001
