Ajitav Padhi

Summary of Experience:

During the course of the last 12 years, I have gained substantial understanding of the various processes that go into organization building with respect to contact centers.

Specifically, I have significant exposure in end to end processes related to Transaction Monitoring, Compliance Management, and Team Management along with initiating process improvement.

I have been a versatile professional with proven track record in learning and managing multiple roles.

Key Achievements:

• Played a Key Role to drive the Quality Function on COPC OSP Standard version 5.2 under line item 2.4 & 4.1 and getting the campaign certified on COPC 5.2 resulting the campaign to be Asia’s First Technical support certified on COPC 5.2.
• Designed and implemented project to drive Customer Satisfaction across the campaign
• Have been recognized multiple times by the organization for outstanding contribution on the key deliverable achieved during the tenure of Advisor, SME, Quality Executive and Team Leader
• Worked with management to improve performance consistently for chat business, and was part of the team in getting the T2 business of the organization.
• Worked with clients to make customer experience better by bringing in feature that will be beneficial for the customer on a longer run.
• Created action plan on improving overall customer’s experience by focusing overall chat handling skills (T1 & T2).
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.