Customer support executive at Magus Customer dialog pvt. Ltd. (2015-01 – 2016-01)
Customer support executive handling inbound and outbound calls with focus on customer verification and query resolution
- Making outbound calls to customer verification
- Handle the inbound calls and solving the customer query
- Handling the escalation calls
- Taking care of customer live chats and responding Emails
- Followed the proper updation as per the SOP
- Need to done the proper tagging in CRM
- Need to share the WOW/Good calls to T&Q Team
- Follow the proper roster as prepared by Team leader
- Need to share the value added to floor support based on the VOC
- Managed and prioritized high volume inbound and outbound calls, ensuring timely and accurate responses
- Collaborated with Team Leader to adhere to roster schedules and optimize team performance
Quality Analyst at Magus Customer dialog pvt. Ltd. (2016-02 – 2019-03)
Quality Analyst responsible for auditing calls and emails, conducting quality assurance procedures, and providing feedback for process improvements
- Auditing calls and emails based on set parameters and CTQ's
- Audit the CSAT rating calls based upon the customer low inputs
- Long & Short AHT calls analysis done on daily basis
- Giving feedback to the operation regarding any deviations in process
- Referred unresolved customer grievances to designated departments for further investigation
- Daily feedback shared based upon the lacking areas
- Conduct the weekly team meeting to briefed the quality parameters and Target (based on the AON)
- Taking care of the TNI refresher non availability of trainer
- Developed and maintained Quality Assurance procedure documentation
- Conduct the quality induction session for the new hire batch
- conduct the calibration session to check the audit platform with OPS and External
- Dip stick has been done based on the process updates
- Time and motion steady has been done on monthly basis to measure the AHT target
- PKT conducted on twice in a month
- Maintain the tracker of Refresher (Pre And post)
- Regular huddles conducted based on the process observation
- Audited customer interactions to ensure compliance with quality standards and identify areas for improvement
- Analyzed call handling time metrics (AHT) to optimize team productivity and customer satisfaction
- Provided actionable feedback to operations teams to address deviations and enhance service quality
- Conducted calibration sessions with cross-functional teams to maintain audit consistency
- Managed PIP (Performance Improvement Plan) tracking and documentation to support employee development
Team Manager at CAMS Insurance Repository Pvt LTD (2019-07 – 2025-07)
Team Manager overseeing SLA & Billing compliance, data analysis, quality assurance, and team leadership for insurance repository operations
- Taking care SLA & Billing part of the assigned process ensure to maintain Nill penalty
- Data assignment and analysis based on the data pattern
- Best disposition analysis, Risk score analysis, Payment behaviour analysis
- Propensity module data analysis based on the client input data
- Able to do all kind of MIS work and PPT preparation
- Random call audit will be done to analysis the process gap and identified training gaps
- Giving feedback to the operation regarding any deviations in process
- Daily and weekly MIS reports will be published to client as per the fixed timeline
- Referred unresolved customer grievances to designated departments for further investigation
- Maintained with good notes with client management
- Maintain the APR report & monitoring the agent dial time, Wrap time, Idle time & Talk time
- Daily DRR monitoring and taking care of data reassignment for best result
- Handling digital communication part to share the IVR, SMS & WhatsApp communication
- Led and motivated a team of customer support executives to achieve service level agreements and quality standards
- Implemented performance tracking systems to monitor team productivity and identify training needs
- Facilitated regular team meetings to communicate targets, share best practices, and address operational challenges
- Collaborated with cross-functional teams to streamline processes and improve customer satisfaction scores
- Developed and implemented coaching and development programs to enhance team skillsets and performance
- Coordinated with workforce management to optimize staffing and shift schedules, ensuring adherence to operational requirements and maximizing team efficiency
- Analyzed and reported on key operational metrics to senior management to inform strategic decision-making and improve service delivery
- Implemented standardized process improvement initiatives to enhance operational workflows and reduce handling times
