Anupriya P.
Chennai
Summary
Results-driven retail professional prepared for challenges and responsibilities. Adapt at strategic planning and implementing strategies that optimize product placement and sales performance. Known for strong team collaboration, adaptability to changing market conditions, and keen eye for detail that ensures inventory accuracy and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Merchant Operations
GROUPON SHARED SERVICES
04.2024 - 10.2024
- Respond to all customer and merchant inquiries, ranging from simple to complex by effectively defining customer needs and providing relevant solutions
- Manage verbal and/or multiple written customer requests/inquiries eloquently and efficiently
- Use your interpersonal skills and ability to establish trust to approach problems logically and resolve customer issues
- Respond to Incoming Phone calls, Emails and Chats from our current Merchants, ranging from simple usage questions to unique circumstances that come up with a specific offer
- Maintain adherence to company process, quality, and compliance.
- Initiate an outbound Phone call/Zoom conversation with Merchant (when needed)
- Manage Attrition, Retention Rate, Team Morale, Training and Development, Operational Efficiency.
- Manage AHT, TAT, NPS, Customer Feedback Management, Process and Compliance.
- Resolve Merchant issues in a timely and consistent manner
- Manage time and productivity to meet daily individual and team ticket targets.
- Stay updated with the current internal ticketing system, customer portals, back office databases, Groupon redemption procedures, and specifics around different types of merchant features Manage time and productivity to meet and/or exceed daily targets at an individual and team level
- Work effectively individually, as well as within a team in a call center environment
Assistant Manager
HDFC Bank
06.2020 - 01.2024
- Handled a team of 15 members in social media team where all escalations has been handled for PAN India through email and chat for credit cards.
- Maintain KPI, KRA, SLA, Quality Scores, FCR, CSAT, DSAT, Team Management.
- Maintain Attendance, Adherence, Shift Scheduling, Coaching and Feedback, Escalation Management, Employee Retention and Engagement.
- Maintain Attrition, Retention Rate, Team Morale, Training and Development, Operational Efficiency.
- Manage Shrinkage, Utilization Rate, Productivity Metrics, Occupancy Rate, Customer Experience.
- Manage AHT, TAT, NPS, Customer Feedback Management, Process and Compliance.
- Escalation Handling, Policy Adherence, Service-Level Agreements (SLAs), Reporting and Analytics.
- Daily/Weekly Reports, Performance Dashboards, Root Cause Analysis (RCA), Issue Resolution.
- Problem-Solving, Conflict Resolution, Risk Management.
- Handling all queries relating credit card and managing client relationship for achieving the desired business numbers.
- Preparation of Credit appraisal proposals.
- Doing Financial Analysis and presenting the proposals to Credit department for sanctions.
- Constantly monitor the developments happening in and around competition.
- MIS Preparation, Analysis and compliance with policies and procedures.
- To ensure tracking on all temporary blocks to avoid customer escalation & inconvenience.
- Timely action of declines for the agreed scenarios /response codes with Product team through PRM transaction monitoring system.
- To ensure hot listing of cards upon dispute by the customers.
- To ensure increase in customer contact-ability.
- To ensure appropriate communication sent to the customer in case of non contact- ability.
- To highlight sudden spurt in alerts to TL for taking informed decision.
- To work closely with TL for achieving the performance metrics.
- System Management To track system downtime of all systems.
- To ensure appropriate staffing during downtime.
- To ensure monitoring of transactions through alternate channel during system downtime.
- To report any abnormality of monitoring systems to Fraud prevention for appropriate actioning.
- To adhere to roles and responsibilities w.r.t handling the assigned systems.
- To track all logs pertaining to fraud detection activities.
- People management To ensure shift management of support staffs.
- To manage unscheduled leaves and permission from support staffs thus ensuring alerts are not kept pending.
- To manage shift thus ensuring staffs coming in a particular shift are not overburdened with alert actioning.
Associate CS - Internet
Sutherland Global Services
10.2017 - 04.2020
- Handling international Customer on their monthly and yearly packages.
- Check if there is proper billing on their account.
- Make sure if the payment is received on time for all auto renewal.
- Callback all issue customers and help them with proper fix.
- Send daily report to the management with customer satisfaction report.
- Maintain metrics like OSE, AHT.
- Maintain chat etiquette with integrity to serve customers.
- Buddy up and have team meetings to improve on customer service.
Executive Inside-Sales
Cosmic Global Limited
02.2014 - 04.2016
- Recommend solutions proactively required by customers to enhance client satisfaction and stimulate services revenue.
- Learn sales related features and advantages for entire services.
- Complete entire initial training program and participate in weekly sales meetings to recurrent training.
- Explain clearly and precisely features and advantages to prospects in entire non-technical terms.
- Research through professional network and Contact prospective clients, qualify leads and arrange suitable appointments for the Business Development Managers.
- Ensure to acquire monthly sales established by management on basis of past performance of other representatives.
- Comply with all company policies for safeguarding client and related corporate proprietary details.
- Perform in team of all dedicated sales representative to cross-train and acquire team sales objectives.
- Develop business through cold calls to new and current leads.
- Ensure to manage all existing accounts through steady communication using client service skills.
- Manage and provide solutions to all issues related to customer satisfaction.
Associate Officer
Tata Consultancy Services & E Serve
01.2010 - 08.2011
- Check the client account for delinquency and extending the date of payment.
- Coward the request for foreclosing of the mortgage if delinquent.
- Take calls with Client if required.
- Keep posted with the updation in various countries and their changing policies.
- Achieving the required target files.
- Assisting the new trainees with the process and procedures.
Customer Service Executive
The Honkong and Shangai Bank
01.2007 - 01.2010
- Handling customer questions, complaints, and billing inquiries with the highest degree of courtesy.
- Resolve customer issues with one call resolution.
- Offering alternative solutions where appropriate with the objective of retaining customer's business.
- Handling business transactions in connection with activation of new customer accounts on a computer terminal.
- Making financial decisions to protect/collect revenues and adjusts customer accounts within the given limit.
- Assist in training the new employees.
- Achieving the sales insurance, Balance transfer, EMI’s, Add-On cards CPP.
Tele operator
Accel Frontline Limited
01.2005 - 01.2007
- Maintaining the Attendance Register, salary register, Service register etc.
- Attending Telephone Calls (International and Domestic).
- Maintaining Vouchers (Claims & Advance), Bills & Files.
- Maintaining Stationery Items, Petty Cash.
- Sending inputs for Payroll, Stationery, House-keeping Materials.
- Maintaining House - keeping Persons & Materials.
- Booking Tickets for Higher Officials.
- Accel Frontline Limited an ISO 9001: 2000 Certified company with 100+ locations in India, is one of the leading providers of Integrated IT services to small, medium and large enterprises. The company with an employee strength of about 3000, operates in 7 countries.
Education
SSLC -
AVMMHSS
01.2000
B Sc - undefined
Meenakshi College
01.2005
H Sec - undefined
AVMMHSS
01.2002
Skills
Customer support
Timeline
Merchant Operations
GROUPON SHARED SERVICES
04.2024 - 10.2024
Assistant Manager
HDFC Bank
06.2020 - 01.2024
Associate CS - Internet
Sutherland Global Services
10.2017 - 04.2020
Executive Inside-Sales
Cosmic Global Limited
02.2014 - 04.2016
Associate Officer
Tata Consultancy Services & E Serve
01.2010 - 08.2011
Customer Service Executive
The Honkong and Shangai Bank
01.2007 - 01.2010
Tele operator
Accel Frontline Limited
01.2005 - 01.2007
B Sc - undefined
Meenakshi College
H Sec - undefined
AVMMHSS
SSLC -
AVMMHSS