B. Purushotham

• Identified and assessed training needs through job analysis and manager consultations.
• Conducted quality audits, prepared reports, and implemented continuous improvement techniques.
• Coached and mentored junior team members, fostering continuous learning and improvement.
• Facilitated knowledge transfer, change management, and collaborated to improve efficiency and customer satisfaction.
• Managed training resources, technology, and technical personnel for training delivery.
• Improved team efficiency by streamlining processes and implementing innovative management strategies.

• Provided feedback and coaching to team members, driving performance improvement.
• Planned and led process training, refresher sessions, and knowledge tests.
• Conducted team meetings and managed daily communication and voice call calibrations.
• Supported application processing and trained retail teams across India on processes and products.

• Managed online customer service and high-level escalations.
• Achieved sales and customer experience goals through effective leadership.
• Implemented processes to enhance customer experience and reduce costs.
• Collaborated with business heads for process improvements and set team targets.
• Led supervisory team to achieve KPIs and conducted performance reviews.

• Developed strong relationships with key clients, ensuring their ongoing loyalty and trust in the company''s services.
• Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
• Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
• Championed a positive work environment that encouraged employee motivation, engagement, and retention.

• Championed a customer-centric approach within the escalation team, consistently advocating for clients' best interests and satisfaction.
• Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
• Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
• Kept abreast of industry trends and best practices in escalation management through continuous professional development opportunities.
• Facilitated communication between teams, reducing contacts and managing escalations, including handling escalations on social media platforms for timely resolution.
• Led projects to recover and improve customer experience directly, managing and resolving escalations up to CEO, COO, and management levels.

Effectively addressed customer queries through inbound calls, ensuring a high level of customer satisfaction
• Took the lead in setting targets and goals for the team and the process in the absence of the Team Lead.
• Prepared and compiled weekly/monthly MIS reports, focusing on process and productivity metrics.
• Ensured strict adherence to quality and service parameters at all levels within the team.
• Conducted analysis of training needs and developed modules for soft skills, product knowledge, and process enhancement.

• Managed the conversion and processing of cash loans for US customers.
• Successfully converted leads to education services.
• Contributed to increased online shopping card sales through effective strategies.
• Prepared SOPs, workflows, and processed documents for various activities.