Sep 2017 – Jun 2018 · 9 mos · Trion IT Park

• Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
• Assist in developing and implementing training programs to improve the quality and productivity of the team.
• Drive process improvements to enhance the operational efficiency of the site.
• Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• Developing and achieving performance goals and objectives in line with the network wide vision and goals.
• Focus on management of SLA, quality and customer experience
• Trouble shooter in case of issues relating to process affecting the SLAs
• Customer Delight Superstar award in 2018
• Won Customer Obsession Award in January 2018 for North America MessageUs Retail across the Global Network
• Retention Marathon winner for lowest Attrition in H1 2018, with 37 direct reportees

Aug 2016 – Sep 2017 · 1 yr 1 mo

• Managing productivity and meeting business service levels
• Shrinkage forecasting, Attrition retention, Training Development
• Positive Team handling and Client interaction experience
• Problem solving and resource development with backup creation
• Effective operation of business and satisfaction of clients
• Team building and performance management with efficiency
• Appraisals and Discussions related to compensatory review
• Client Calibration calls and process guideline documentation
• Action plan for development or movement of resources
• CSAT audits and Root Cause Analysis

Apr 2015 – Jul 2016 · 1 yr 3 mos

• Stakeholder management
• Performance and Behavior Management
• Manpower capacity planning and Seat Utilization
• Conducting 1-1’s reviews with coaching and feedback

Apr 2014 – Mar 2015 · 11 mos

• Operational Compliance for Suncorp Insurance
• MIS & GRC (Governance, Risk and Compliance)
• Associate performance incentives calculation
• Payroll & Compensation
• Client and BAU Operational Reporting
• Accountable for monthly performance calculations for 784 FTE across suncorp and Vero business
• Peer mentoring and providing feedback/clarity
• Client and BAU Operational Reporting
• Stakeholder management
• Manpower capacity planning and Seat Utilization
• Reporting to stakeholders monthly governance decks like OGM, PGM, BRR
• Live monitoring of agent’s activities

Jan 2013 – Mar 2014 · 1 yr 2 mos

• Triage Lead : Work allocation for claims
• Team liability - Process champion
• Provided floor support to peers and conducted fortnightly refresher checks

Apr 2012 – Dec 2012 · 8 mos · Panaji, Goa, India

• Escalation management
• Application Support consultant
• APAC region
• IT service operations
• ITIL practices specialising in incident and problem management

Jun 2010 – Mar 2012 · 1 yr 9 mos · EON IT Park & Cybercity

• Team Evaluator
• Troubleshooting Point of Sale (PoS) machines
• Maintaining Active Directory Access
• Awarded Summit Award 2011

Mar 2009 – May 2010 · 1 yr 2 mos

• American Express card collections
• Handled Attorney accounts as per FDCPA
• Entered Winners Circle zone in Aug'09
• Employee of the year with highest net collections across India in 2009
• Handled escalation calls and retention

Apr 2008 – Feb 2009 · 10 mos

• Chexsystems and GE Money debt collections
• Offering settlement to close bad debts within the FDCPA guidelines
• US Domain voice process

Jul 2007 – Mar 2008 · 8 mos

• Bad Debts Settlements in-charge officer