Senior Associate - MSI Services Private Limited - Bangalore, Karnataka, India
(2016-08 - 2024-12)
Maintaining and managing a team of 15 agents for inbound calls and emails for Home Depot, Menards, Lowe's, and Costco customer service centers involve a variety of leadership, organizational, and coaching responsibilities to ensure that the team is productive, efficient, and provides excellent service to customers.
- Provide Clear Direction: Set expectations for the team regarding performance, customer service standards, and company policies.
- Lead by Example: Demonstrate excellent customer service, professionalism, and communication skills in every interaction.
- Motivate the Team: Foster a positive, collaborative environment that keeps morale high, especially during peak call times.
- Offer Support: Be available to assist agents with challenging calls, escalate issues when necessary, and provide guidance for complex problems.
- Overview of Zendesk: Explain what Zendesk is and its role in MSI's customer support operations.
- Purpose for MSI: Discuss how Zendesk helps MSI support customers such as Home Depot, Menards, Lowe's, and Costco.
- Main features: Zendesk Interface Walkthrough, Email ticketing system, Customer Segmentation, Reporting & analytics
- Track KPIs: Monitor Key Performance Indicators (KPIs) such as call volume, average handle time (AHT), first-call resolution (FCR), and customer satisfaction ratings.
- Call & Email Audits: Regularly listen to recorded calls to assess the quality of customer interactions and ensure agents are adhering to the company's guidelines and providing high-quality service.
- Provide Feedback: Offer constructive feedback based on performance metrics and audit results. Recognize outstanding agents and address areas that need improvement.
- Resolve Internal Conflicts: Address any interpersonal issues or disagreements between agents to maintain a harmonious team environment.
- Assist with Escalations: Help agents navigate difficult customer situations by offering advice, suggesting solutions, or directly handling escalated calls.
- Ensure Compliance: Ensure that all agents adhere to company policies, customer service standards, and legal/regulatory guidelines.
- Monitor Call Quality: Use quality assurance tools to track and evaluate call performance, ensuring that agents provide consistent, high-quality service to customers.
- Ensure Customer Satisfaction: Ensure that customer issues are resolved effectively and efficiently, and ensure that agents handle customers with empathy, patience, and professionalism.
- Identify Trends: Track customer service trends or recurring issues that agents encounter across Home Depot, Menards, Lowe's, and Costco. Address common problems and inform the team accordingly.
- Team Meetings: Hold regular team meetings to discuss performance, share best practices, and provide updates on company or product changes.
- Recognition Spot Awards: Create spot programs to reward top performers and celebrate team achievements, fostering a competitive and supportive environment.
- Encourage Collaboration: Promote teamwork and knowledge-sharing among agents, which can help in solving complex customer inquiries and building a stronger team dynamic.
- Distribute Work Equally: Ensure that no agent is overwhelmed by an unmanageable call volume, while keeping track of overall call demand.
- Monitor Stress Levels: Recognize signs of burnout or fatigue in agents and address them by offering breaks, reassigning tasks, or adjusting shifts.
- Improve Processes: Identify inefficiencies within team operations or communication and implement strategies for streamlining processes, improving workflows, and increasing productivity.
- Utilize Technology: Ensure agents are using ZENDESK technology and ERP Software MAS 500. Offer guidance on how to use tools to improve their workflow and performance.
- Ensure Accurate Documentation: Encourage agents to document customer interactions thoroughly, ensuring that information is clear, accurate, and actionable.
- Planning, managing and supervising merchandise in Home Depot Timely shipment of Display boards and Display fixture prior to execution of projects.
- Timely resolving the merchandise issue requests from home depot merchandise supervisors
- Providing daily report on improvement of ongoing issues.
- Timely issuance of SO's received from customer Home Depot & coordination for shipments.
- Processing the SO's and follows up on the same with warehouse.
- On time completion of Open SO report and back-order report.
- To efficiently and accurately execute core procurement processes for team.
- To identify, recommend and implement operational efficiencies to drive continuous improvement in the execution of procurement processes.
- Perform root cause analysis to expedite the resolution of service issues.
- Streamlining master data, automating and standardizing processes, and reducing rework.
- Smoother workflow and better management reporting
- Enable management teams to make effective decisions and implement timely corrective actions.
- Enhance the effectiveness of end-to-end processes.
- Accruals management.
- Co-ordinate with the Logistics team and follow up.
BDE - II Global Business Information Pvt ltd - Bangalore, Karnataka, India
(2015-03 - 2016-08)
- Inviting International Clients to attend the shows which II global Organizes. Eg: Saudi Arabian Jewelry Show, Women Leaders in India & Saudi
- Tracking Payment receivable
- Coordinated in staffing requirements
- Closing Deals with Clients
- Sharing knowledge and expertise in a highly professional manner.
- Defined and documented specification requirements, established timeframes for completion of projects, and determined resources needed.
- Conducts sustained research and gathering of data and relevant information as needed to develop successful business.
Sr.CSR /Operational - Voxtide Solutions India Pvt Ltd - Bangalore, Karnataka, India
(2012-04 - 2014-06)
- Appointment Fixing for Heaters For all over CANADA worked Pro Ace Heating & Plumbing www.acecare.ca
- Effectively manage large amounts of Outgoing calls
- Generate sales leads
- Got an opportunity to travel to the US Head Quarters for training and exposure to the business cycle and replacement to a Business Unit Colleague for 4 months. Unfortunately, VISA got Rejected (2023).
- Transitioned the process from the US sales Team.
- Worked on process controls along with the Business units.
Sales Representative - Star Touch India Pvt Ltd - Bangalore, Karnataka, India
(2009-07 - 2011-04)
Worked For Global Tele links
- International Prepaid Calling Cards to USA & Canada Clients (sales)
- Convincing Power
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts.
