ANU SHERIN PHILIP

• Oversee day-to-day center operations and coordinate administrative activities to support smooth functioning.
• Coordinate staff responsibilities, schedules, and daily activities to maintain operational efficiency.
• Support a positive patient experience through professional communication, timely assistance, and effective resolution of concerns.
• Coordinate patient appointments, follow-ups, documentation, and front-office activities.
• Maintain accurate records and ensure compliance with established procedures and confidentiality requirements.
• Collaborate with internal teams to address operational challenges and improve service quality.
• Monitor center performance and identify opportunities to improve workflows and patient satisfaction.

• Lead end-to-end call center operations ensuring high-quality patient service.

• Manage team performance, scheduling, and service-level targets.

• Train and mentor team to build a patient-centric culture.

• Improve processes for efficiency and customer satisfaction.

• Coordinate with internal teams for seamless operations.

• Track KPIs and drive performance improvements.

• Customer Relationship Management: Complete Kyc on daily basis and build portfolio and Handle a portfolio of customers assigned to you. Build strong relationships by proactively engaging with customers. Act as a single point of contact for all banking needs.
• Sales & Cross-Selling: Understand customer profiles to identify banking and financial product needs. Promote and sell products like: Savings & current accounts, Credit cards, Personal loans, Insurance (life/general), Investment products (FDs, mutual funds, etc.)
• Customer Service & Support: Assist with transactions, complaints, and queries over calls or emails. Help customers navigate online and mobile banking tools.
• Target Achievement: Meet monthly/quarterly sales and service targets (revenue, products)

• Utilized Salesforce CRM to generate leads and successfully convert them into business opportunities, engaging merchants primarily in the US and Canada through effective outreach tools.
• Delivered timely and accurate responses to merchant inquiries ensuring exceptional customer satisfaction.
• Guided merchants on the use of the Merchant portal, facilitating their enrollment and daily activity tracking.
• Identified and engaged potential customers, formulating effective strategies to promote merchant service products.

• Welcome passengers and verify their tickets and passports against the passenger list using an automated system.
• Conduct security inquiries, assign seating, and provide boarding passes and luggage tags.
• Manage luggage weight and inform passengers of additional charges for overweight baggage.

• Provided comprehensive assistance to passengers regarding check-in, reservation creation, flight rebooking, and baggage check-in procedures.
• Efficiently handled late-to-gate passengers to guarantee catch their flights.
• Addressed all reservation and ticketing inquiries, overseeing all boarding operations while effectively communicating delays and boarding procedures.

• Exhibited comprehensive product knowledge to effectively provide knowledgeable support to customers.
• Utilized proper hold and transfer protocols, consistently adhering to call time goals.
• Efficiently addressed and resolved customer inquiries pertaining to product payments and service issues.

• Managed all boarding gate operations, providing timely information to passengers regarding flight delays, boarding groups, and assistance in locating missing travelers.
• Employed a customer-centric problem-solving approach to effectively handle challenging customer interactions.
• Informed customers about flight details and baggage policies, demonstrating outstanding customer service abilities.
• Supported passengers during check-in and boarding processes and contributed effectively to pre-flight briefings, ensuring crew preparedness.