Akshat Jaiswal

• Handle Team of Customers calling, Call back, Email, Chat, Social Media, L2 and NET & CEO Escalations

• Facilitated team meetings to discuss targets, strategies, and address any issues.

• Roster preparation according to the call flow trend and maintain schedule adherence Maintain performance matrices (Shrinkage, Attrition & SLAs)

• Co-ordination with Operation Manager

• Client interaction for current performance and monthly target

• Work upon outliers management and guide team to work upon effectively

• Daily and weekly reviews on performance matrices

• Accountable for Monitoring and Coaching

• Take follow up with client regarding customer escalation

• Frequent training batch visit to insure right person at right place

• Prepare Monthly review and present in front of Operational Manager

• Sharing escalations pendency on daily basis and co-ordination with Business team, to avoid the impact on resolution

• Customer Service Executive :-
• Handle Bank account change process of application
• Take follow up with client regarding Bank account change process
• Handle the team of Bank account Change process
• Need to coordinate with ASM on email for the issues of organized merchants in a NET LOB.
• Taking care of Ticket assignments and completion of tasks within the timeline by doing real time monitoring and assisting agents with queries
• Need to highlight the issue on email and WhatsApp groups and coordinate with the client if any issues occur in the process
• Need to prepare the Daily (Day end and hourly) reports of the process to publish with the client and management
• Preparing the SOP and updating the knowledge bank of the process for the changes and updates regarding the process
• Need to prepare PKT on a Monthly basis for the agents to gauge their knowledge and update them
• Taking Follow up with Business Team to resolve the Merchant issue within Timeline to enhance Merchant experience

• Handle queries of Customers on Calling, Chat & L2
• Handle Bank account change process of application
• Take follow up with client regarding Bank account change process
• Handle the team of Bank account Change process
• Need to achieve target to meet KPI and KRA of agent
• Need to handle escalations and queries of escalations agents
• Taking care of Ticket assignments and completion of tasks within the timeline by doing real time monitoring and assisting team with queries

• Handle queries of Customers calling
• Need to achieve target to meet KPI and KRA of agent
• Need to handle escalations and queries of escalations agents