Avaneeth T

• Managing Multiple stakeholders expectations and delivering to needs
• Uplifting teams sprit and also training and grooming team develop them personally and professionally
• Drive performance and also manage to maintain high team moral
• Work on process improvements which would help deliver performance and help team manage time better
• Plan for BCP's and work on streamlining process and prepare SSOT documents
• Acted as team leader in group projects, delegating tasks and providing feedback.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Created performance dashboard repository for multiple LOB's , which would help team study daily performance pattern and prepare RCA
• Gained extensive knowledge in data entry, analysis and reporting.
• Implemented service performance call with BPO's for different LOB to drive daily performance and also share inputs for movements
• Managing outage management and sending analysis of outage monthly

· Along with responsibility of a Assistant Manager, also worked on process improvement projects

· Training of new hires

· Streamlining process

· Helping operations with new reports to help them drive better productivity and performance

· Was recognized by operations on Multiple occasions support extended and helping team with new reports which added value and saved time for operations

· Monitoring intra-day reporting, Volume distribution, and Email/Social Media and Chat of contact center of particular region

· Real-Time monitoring of call center activity

· Communication point between the Command Center and contact centers

· Responsible for Real-Time allocation changes based on contact center activities

· Responsible for mobilization of staff to meet contact center service levels, allocation goals, and ensure maximum utilization of agents.

· Generation, verification and distribution of service issues impacting contact centers

· Primary interface with IT Support/operations to work on incident management

· Responsible for coordination and execution of allocation changes needed during system maintenance or system outages

· Verification, summarization, and distribution of service issues intra-day, daily, weekly, and monthly

· Creation and maintenance of reporting tools and templates

· Point of contact for shared/linked information between the Command Center, Traffic Desks, and Operations

· Responsible for all aspects of Command Center involvement during IT Maintenances

· Communicate staff and department performance metrics to management

· Responsible for call routing during planned and unplanned System maintenances and IT issues

· Have been recognized internally for taking extra initiative and helping other markets.

· Being a fast learner was nominated for the awards within 3 months in the process.

· With some help was able to create new reports to market to assist manage performance

· Have been recognized by multiple market operations and Leaders for the support provided

· Providing customer service to international clients, effective and timely resolution of a range of customer inquiries, over the chat service.

· Established open and professional relationships with team members which helped resolve issues and conflicts quickly.

· To monitor calls and coach the team

· Designed a table to point out the exact areas of concern for associates, to ensure specific training and coaching was provided.

· Created an open and friendly environment in the team to encourage everyone to participate in promoting the best practice and areas to work on.

· Monitored calls to ensure the customer service was at the best.

· Handled escalation and complaint calls and provided the resolution and the way forward for customers.

· To communicate and work with other teams to ensure smooth run of operation.

· Contact and liaison with other team and refer policies to check and have any error rectified and get them sorted.

· Think outside the box to get innovative and creative ideas to make the process easy and simpler.

· Was a part of the dream team as an associate on multiple occasions as an agent and as SME

· Was awarded “Rising star” and “Employee of the Month”.

· Had 100% pass rate in 4 training batches that I was a part off.

· Was awarded best SME for three months.

· Won the best team as an SME.

· Was awarded the complaints champion for a complaint handled.