ARUN PRABHU SURULIVEL

Revenue enhancement strategies into the existing projects to enhance the sales trend across each business quarters; Managing a process of 7 seaters contact center for the brand to generate sales revenue, inbound customer support, chat and email support. Derived product suitable sales strategy and market oriented process flow along with efforts to assure enriched customer experience. Coordination with Public Sector Bank's branch officials and SIDBI officials for scheme based working capital and MSME term loans for clients with applicable government offered subsidies.

Managed a team of 10 Trainers, 18 QAs across multiple locations ensure effective outcome in Training and Operations Quality compliance for Banking customer care, Aviation customer care, and NBFC sales, collection and customer support projects. Keen analytical drive on AHT, NPS and C-Sat scores levels against service level assurance commitment to the clientele.

Daily audits on lead flow and lead quality from different origin points of online and offline marketing strategies executed by the marketing team. Website audits in daily basis for each projects and partner site audits in weekly basis to ensure information accuracy along with site response time. Specific audits on the agency level leads to validate the lead accuracy. Monthly report preparatory on the budget spent against campaign wise revenue for each projects.

Lead a chat support team of 30 members in rotational shifts across time zones to convert queries to sales of astrological consultations and remedial prayer orders from international and domestic clients. Payment gateway error time check and daily payment summary consolidation to sales report for management.

Managed a team of unit managers ensuring sales productivity of credit cards for the DSA, Dialer and Database management; Corporate application sourcing and event appointments to enhance application sourcing beside the telecalling activities.

Facilities & DSA Business Operations module for 5 clientele (Yes Bank, RBL and Loan Singh) with 45 seated contact center, 6 Field Executives, 2 Leads and 1 Asst.Manager; Along with domestic DSA operations for Cards and Loans, Managed a 12 Seated international non voice night shift project for data processing campaign of payment verification to East West Bank and Loyd's Bank of UK. Also taken care of Hiring, Payroll and Revenue Management and P/L Factors.

Product and Process Training to New Hired Training Batches; Refresher and Performance Improvisation Training Program to existing team members; Daily training assessment, Dip Checks on process update; Call and Chat Quality audits in daily basis along with feedback.

Reports: Quality Dashboards, Training Coverage Report, NHT Batch Reports, TNI Reports, Feedback Adherence Tracker and Training Efficacy Report. Repeat Call Analysis, Fishbone Analysis, Root Cause Analysis, Fatal Defect Analysis.

Mentor for new hires to the project by supporting them for achieving the expected results in productivity and quality assured as minimum service level assurance to the client. Handled 0-90 days tenured trainees and callers of open market sales project. Daily sales report to reporting manager and performance update to HR and Training Team; Live barge-in and coaching on objection handling and sales closure; analysis on the invalid leads disposed by the team members and to ensure accuracy on disposition codes used.

Telesales of General Insurance Policies from Royal Sundaram Alliance to Citibank Credit Card Holders.