Sophia Santan Dsouza

Objective

A challenging and growth oriented position in Human Resources / Managerial Position to apply my Skill Sets

Work History

Work History

Wipro Ltd is India’s largest full-spectrum outsourcer, offering end-to-end solutions for a wide range of industries. Wipro BPO Solutions Ltd is a subsidiary of Wipro Information Technology Limited, which provides comprehensive IT solutions and services, including systems integration, information systems outsourcing, package implementation, software application development and maintenance, and research and development service to corporations around the globe.

Role :  Team Coach & Senior Customer Service Executive

Job Profile: 

  • Designated to Mentor a Team of 20 Agents
  • Training new Agents (Product Training and Project Compliance)
  • Report Formulating and Feedback Analysis
  • Formulating an Action Plan for the Agents not meeting Service Levels.
  • Preparing and Conducting Huddles on daily basis.
  • Crisis Management and Motivation of Customer Support Representative
  • Ensuring Quality Standards to meet Client Requirements
  • Preparing of Rosters and Shift Scheduling.
  • Conducting Refresher Courses, Tests and Manuals for existing Agents.
  • Attending and Assisting Client Meeting to Meet their Requirements
  • Maintaining of Balanced Scorecards and Documentation.
  • Discussing the Company Policy with Staff and Maintain Leave Records of Team Members
Jul 2004 - Present

Senior Customer Service Executive

Wipro Ltd

Education

Education
Jul 2008 - Present

MBA

Welingkar

Certifications

Certifications

Reservation and Ticketing (Skymiles, Revenue, Kana & Customer Care)

Delta Airlines

Personality Development course

SNDT
Feb 2002 - Apr 2002

Basic Knowledge MS Office

Raheja College, Juhu