Akash Kapoor

• Managing operations for a Neo Banking process (Voice/Chat) of 140 FTEs which includes 7 TLs and & 7 SMEs
• Responsible for driving and meeting targets of client defined deliverables and metrics (CSAT/AHT/FRT/Quality)
• Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to mitigate the Risk
• Evaluate individual performance and review overall team effectiveness with upper management on a weekly/monthly basis
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Prepare weekly/monthly performance review data and present it to clients and agree on action plans to achieve project targets
• Liaise with Training and Quality team to identify training/coaching needs and deploy training programs
• Drive projects jointly with the process excellence team to enhance operational efficiency and effectiveness
• Coordinate with WFM team to ensure optimum utilization of resources and plan future resourcing needs
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Work closely with the management team to set and/or implement policies, procedures and systems and to follow through with implementation
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

• Responsible for driving NPS for the entire project and achieving team targets for all KPIs (NPS, AHT, Quality, Task completion)
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
• Conduct regular team meetings to ensure open communication and devise an action plan to address issues/concerns raised by the team
• Conduct call listening and communication coaching sessions to enhance customer service skills
• Conduct team building activities
• Prepare and share daily/weekly/monthly performance report with the team
• Preparing Operation, training and Quality performance reports and publishing it daily to internal and external stakeholders
• Preparing and Presenting data in the Monthly/Quarterly Business Reviews
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Mentored and guided employees to foster proper completion of assigned duties.
• Conduct calibration and brainstorming sessions to generate process improvement ideas.
• Supervised team members to confirm compliance with set procedures and quality requirements.

Training and Quality

• Manage Training and Quality Team of 7 and 10 FTE respectively
• Plan new hire and on the job trainings
• Design training schedules and plans based on client requirement
• Liaise with client training team to ensure training content and materials are up to date
• Complete TNI/TNA and develop action plans
• Conduct Interviews to ensure efficient hiring that meets the minimum skills required by the clients
• Design and deploy plans for Bottom Quartile Management on monthly basis

• Conduct product training and development programs that are delivered in the form of group instruction
• Facilitate new Induction class and train new hire on language skills, to comprehend and converse with Australian customers
• Set learning objectives and evaluate outcomes
• Prepare and develop instructional training material and aids such as learner’s guide, demonstration models and supporting training reference documentation
• Monitor and perform evaluations of training quality and effectiveness
• Review and modify training objectives, methods and course deliverables
• Conduct Interviews to ensure efficient hiring that meets the minimum skills required by the clients
• Coordinating with Operations and Quality teams to bridge the gap and to ensure NPS is maintained
• Mentored new trainers, resulting in stronger staff development and increased productivity.

• Facilitate Process Training for New Hires
• Facilitated Up skill Training
• Managed new hire performance
• Reached out to managers and team leaders to source requirements for training and identify needs.
• Maintain and report training performance.
• Delivered high-quality training sessions with a focus on real-world application and hands-on learning experiences.
• Developed strong relationships with program participants, offering ongoing support and resources throughout their learning journey.
• Facilitated constructive feedback sessions with trainees, promoting open communication and continuous improvement opportunities.

• Supporting Team leader in managing team performance and Scorecard
• Take escalation calls and provide feedback
• Provide technical, billing and new connection assistance to customers.
• Training programs for new hires, resulting in faster onboarding and better overall performance.
• Established a culture of excellence in customer service by setting clear expectations and providing ongoing support to staff members.

• Provide technical, billing and new connection assistance to customers
• Enhanced customer satisfaction by implementing effective communication strategies and resolving issues promptly.
• Championed innovative solutions that led to increased customer satisfaction levels across multiple channels.
• Consistently represent the company in a positive, professional manner by maintaining high quality standards for all levels of service.