Amol Rao K
Bengaluru,India
Summary
An astute professional with over 10 years of experience in Customer Service Goal oriented, personable & dedicated professional with experience in managing and delivering highly successful customer experience teams for years increasing organizational effectiveness. Excellent interpersonal and communication skills. Big picture focus with a vision to succeed.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Process Leader
Firstsource Solutions Ltd
Bangalore, Karnataka
09.2016 - Current
- Review of associate performance, appraisals, floor & break management.
- Weekly coaching and monitoring, providing constructive feedback on areas of opportunities.
- Monitoring productivity and providing consistent and timely feedback.
- Participating in monthly business reviews along with team managers and operation managers.
- Skill-building associates to ensure performance levels are on track to meet SLAs as per client requirements.
- Review individuals on a performance improvement plan or disciplinary action to ensure they meet set expectations.
- Conference Calls with Clients and Process Excellence Team.
- Training Sessions for newly promoted Team Leads.
- Consolidating Monthly Data and Reports for teams reporting to the same manager.
- Independently managed client calibration, and undertaken training and learning management programs.
- Managed quality assurance initiatives.
- Created process map when we got a new work line to ensure that the knowledge was spread uniformly or to bridge process knowledge gaps.
- Explored automation options and made suggestions to enhance the end-user experience.
Team Leader
Firstsource Solutions Ltd
Bangalore, Karnataka
01.2014 - 09.2016
- Leading team of 15 members.
- Review of Agent Performance, Appraisals, Floor & Break Management.
- Monitoring productivity and providing consistent and timely feedback.
- Ensure individual performance levels are on track to meet Service Level Agreements as per client requirements.
- Regular briefing sessions to keep the entire team updated on new updates.
- Weekly coaching and monitoring, providing constructive feedback on areas of opportunities.
- Taking Escalated calls for irate or unsatisfied customers to provide timely resolution to the case and strive for customer satisfaction.
- Data analyzing Piloting new changes on board Performance improvement plan Implementing process changes.
- Real-time issues management.
- Recommendation on process improvement.
- Daily/Weekly reports on process key performance indicators.
Subject Matter Expert
Firstsource Solutions Ltd
Bangalore, KARNATAKA
11.2013 - 04.2014
- Leading a team of 15 members with a supporting TL.
- Review of Agent Performance, Appraisals, Floor & Break Management alongside TL. Handling customer escalations.
- Driving AHT realtime
Senior Associate
Firstsource Solutions Ltd
Bangalore, Karnataka
10.2011 - 10.2013
- My primary job was to respond to customer queries regarding their monthly invoice and also assist with troubleshooting technical issues on call.
- Capable of managing close to 90 calls with quality response to Customers.
- Consistently rewarded as the top performer of the team for working efficiently with all customers across Europe and rewarded for Exceeding Expectations in resolving Customer issues and thereby improving Customer satisfaction.
- Handing customer escalations.
Process Expert
Siemens Information Processing Services Pvt. Ltd
Bangalore, Karnataka
07.2007 - 07.2011
- My primary role was to manage real-time escalations.
- I also use to publish hourly AHT reports so that the team knows where we are trending.
- Check IEX to locate agents with high AHT and check with them if they need help on the call to manage it better.
- In the absence of the team leader manage quality audits and feedback.
- Conduct pre and post-shift team huddles.
Education
SSLC -
Karnataka Secondary Education Board
Bangalore 06.2005 - 03.2006
PUC -
Karnataka State University
Bangalore 06.2013 - 03.2014
Bachelor of Commerce -
Madurai Kamaraj University
Bangalore 01.2015 - 12.2017
Skills
Employee engagement
Timeline
Process Leader
Firstsource Solutions Ltd
09.2016 - Current
Bachelor of Commerce -
Madurai Kamaraj University
01.2015 - 12.2017
Team Leader
Firstsource Solutions Ltd
01.2014 - 09.2016
Subject Matter Expert
Firstsource Solutions Ltd
11.2013 - 04.2014
PUC -
Karnataka State University
06.2013 - 03.2014
Senior Associate
Firstsource Solutions Ltd
10.2011 - 10.2013
Process Expert
Siemens Information Processing Services Pvt. Ltd
07.2007 - 07.2011
SSLC -
Karnataka Secondary Education Board
06.2005 - 03.2006
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