New Delhi, Delhi, India
Represented the business during client interface. Ensuring process SLA’s and customer deliverables are met appropriately Constantly monitor & review performance metrics for achievement of objective. Continuously improving process performance metrics. Ensuring key issues related to process is reported and corrective actions are taken from client end. Effectively managed contact centre operations for constant performance achievements. Designed SOPs for process improvement. Acted as a trainer for TATA HVC and ensured smooth running of training operations. Worked on project Repeat reduction for Vodafone & Tata High value customers. Interface with IT/HR/Training/Quality.
Worked with an account of Platinum Center of Airtel. Organized and implemented improvement strategies based on opportunity areas. Identified process breaks and created working solutions to eliminate problem areas. Organized team focus group workshops that were instrumental in identifying areas negatively impacting key performance indicators. Contributed in reducing attrition for the process.