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Proficiency Forte (Management)

 

Process Management

  • Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Maintaining Call Quality & managing performance according to specified standards.
  • Monitoring calls & providing Effective Feedback to increase customer satisfaction & develop agents.

 

Operations Management

  • Framing work direction and plan for the associates after thorough assessment of their capabilities.
  • Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
  • Implementing systems, to upgraded versions to achieve maximum efficiency.
  • Making the supervisory (TL/PS) roster on weekly basis & working in close coordination with the management to develop a process for Bottom performance Management.

 

Customer Relationship Management

  • Mapping client’s, identifying improvement areas & implementing measures to maximize client satisfaction levels.
  • Ensuring continuous interaction with the customer for improved service levels.
  • Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s.

 

Team Management

  • Managing manpower planning, recruitment, selection, induction, performance appraisal, training & handling supervisory calls to provide apt solutions in the similar capacity.
  • Interacting with onshore Team Leads & issue handling & for the department to ensure that systems are running as per the SLA.
  • Keeping track of the Login time, AHT, Quality, Schedule Adherence, Fatal errors.
  • Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

 

Quality Management

  • Working in close coordination in work groups for conducting process audits and detailing on quality requirements and finalizing the quality plan.
  • Maintaining quality standards for incoming/ outgoing materials, ensuring stringent adherence to quality standards, norms & practices at suppliers end identifying gaps & taking corrective action.
  • Preparing periodic MIS/reports including Q.C reports, performance reports, approvals etc.

Work experience

Support Analyst.

PATNI Computer Systems Ltd
Jan 2010Present

Sr. Specialist(Global Service Management Center)

Hewitt Associates(India) Private Limited
Jan 2009Dec 2009

IT Analyst

IBM Global Process Services Ltd
Apr 2006Dec 2008

Lead Analyst

PATNI Computer Systems Ltd

Education

Graduate Diploma

BACHELORS

Certifications

Portfolio