Anita Joseph Nirmal

Key Areas:

· Imparting training to the new joiners regarding the process and setting-up quality parameters for calls

· Monitoring calls on constant and providing feedback, while establishing new processes and preparing manuals for them

· Managing a large volume of inbound and outbound calls with knowledge and efficiency

· Tracking and improving team performance in terms of productivity, process adherence, customer satisfaction, schedule adherence, and employee satisfaction/development

· Proposing, implementing, and monitoring preventative/corrective actions to attain quality assurance standards

· Rendering support to quality to drive process improvement by conducting individual coaching and feedback sessions, along with periodic one-on-ones that focus on improving customer satisfaction, communication, and technical skills

· Providing training, useful knowledge, and education, creating confidence and awareness, and motivating and inspiring teams

· Resolving tickets through voice calls and analysing customer-reported information to identify problems and concerns

· Communicating performance-related indicators to the team and the management via presentation of relevant/timely reports

· Coordinating with the team and establishing relationships, while managing team effectively as a successful interface between the assigned team and internal/external customers and company

Aegis (Bangalore) | Executive Representative | Aug 2012 – Mar 2013