South Delhi, Delhi, India
Experience in Operations Management, Post Sales, Service Delivery and Vendor management. Managing vendors with team of 200+ call centre agents in the functional area of Post Sales and Operations across three different geographical locations, frequent visitor to all call centers and dealing with vendor account mangers for team management, escalations, key matrices and other operational processes. Rich experience in outsourcing, migration and setting up new processes to multiple vendors and Locations Excellent interpersonal and leadership skills that can motivate people. I Planned and Implemented various projects so Operations and Customer service should be in Sync to deliver desirable results. Expertise in Online Process Automation, CRM Implementation, Mid-Office/Back Office and Financials, business processes and workflow management. Run Various Projects to reduce the FTE cost along with efficiency. Specialties: • Ability to provide the highest possible standards of Operations, customer service and support • Forecasting the correct FTE numbers and makes a Quarter to Quarter plan. • Ability to train, supervise, motivate, and evaluate customer service representatives’ performance • People oriented, can work under minimal supervision • Enjoys working directly with customers and the general public • Understands and appreciates the importance of a job well done • Excellent communication skills • People Manager • Defining new Process and documenting the same to ensure it is delivered as per the same • Conduct various process and Quality trainings for wow experience.
Handling hotel and holidays Post sales And Operations. From Rate updations in backend to customers facing issues. Efficiencies, Automation and NPS are prime goal for us. Handling three call centers at different geographical locations. Handling multiple vendors. Handling Rate Updation process, Inventory management process, Reconfirmations (Effectively Management of Grids), Customer’s various issues and escalation