Profile

User Profile

Objective

Assignments in Management of Customer Service, Collections, Telemarketing and Training solutions in a people centric environment abiding to standards through the process of learning combined with experience.


Professional Profile

· Worked in various processes of Collections, Customer Service, Telemarketing, and Quality in achieving performance results by implementing departmental improvements and planning for needs, implementing strategies in a proactive manner.

· Deft in operating efficiently as per client and company standards.

· Deft in client interaction, working as a point of contact for the Client to be able to replicate the processes of US and UK in India through strict adherence to the standards.

· Skilled in adapting and understanding of client specific training wrt product and process.

· Worked with support departments and clients to ensure staffing strategies are effectively executed.

· An effective communicator with demonstrated organizational abilities in diagnosing & resolving issues in a customer oriented environment.



Areas of Expertise


· Preparing training modules for the New hires and subordinates w.r.t. Issues related to product, process and Quality.

· Anchoring issue resolutions and rendering quality services.

· Developing strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the vision and core values.

· Maintaining daily reports of productivity.

· Conducting monthly/weekly reviews for the team and their goal setting.

· Deft in troubleshooting & solution design.

· Deft in Dialer operations (Davox, Concerto and Marieta) in providing end-to-end solutions to the client and operations.

· Provision of queries regarding the Policy, product and process using telephone, e-mails and other desk support functions.

· Motivating and developing a team to be aligned with the goals of the management.
Projects Undertaken

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Current role requires to be trained in Salesforce.com CRM solutions rendering services to Europe, US, Australia and NZ.



· Starting of M&Y InfoTech at Okhla as Manager-Operations, currently a 125-seater UK outbound process.

· Setting up of Falcon Training and Infocomm a training center for prospective BPO employees.

· Preparation of voice and accent module, client country’s cultural module and setting up of live calling experience to empower recruit with a 100% placement in BPOs.

· Starting the first BPO of Madhya Pradesh at Bhopal.

· Pilot project of Quality (Contra Revenue) at Convergys, supervising billing and other related disputes resolved at first point of contact. The project received a green signal and was ramped up to 3 teams.
· Pilot project of Collections at Walden, NY handling prime portfolio of Auto Financial Services. This was one of the first projects at GE Capital International Services (now GENPACT) in 1999.

Buyer Activity

Provider Activity