Bindu Mohanraj

*Ensure that the organization’s Quality Management System conforms to customer, internal, ISO 9001, and regulatory/legal requirements.

• Ensure evaluation of, and reporting on, vendor quality systems. • Oversee inspection (examination) of incoming materials, ensuring that they meet requirements.

• Manage the monitoring, measurement, and review of internal processes, especially those that affect the quality of the organization’s products.

• Lead a team of Quality engineers ,auditors

• Work with customers, employees, contractors, and outsourcing firms to develop product requirements.

• Report to top management on the performance of the QMS (e.g., results of quality audits, corrective actions), including the need for improvement.

• Conduct periodic management review meetings.

• Responsible for accuracy and timely inspection/calibration of monitoring and measuring devices.

Responsible for the overall service quality of NPS and ensures all branches resolves the customer issues and also responsible to coordinate Functions, product owners for improving NPS score

• Data reporting to management on NPS

•Ensure process improvement and quality assurance

• Prepare NPS performance report by collecting, analyzing and summarizing data.

• Coordinate with Crayon team if any NPS Tableau related issues and deliver phase wise progress update.

• Coordinate with marketing for any service contents to be released or communicated to customers.

• Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service operations management

• Responsible for monitoring the queues to assign cases to engineers
• Check, validate and track assignment of cases
• Reassign cases to appropriate queue: network, region wise etc
• Assign cases to appropriate engineer/queue
• Ensure that cases potentially about to violate established SLAs are identified and corrected
• Notify the managers before cases may fail the SLA
• Coordinate with other lines of service before transferring cases or accepting cases from other queues
• Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day
• If enough resources are not available, the Manager will be notified
• Examine case audit trail
• Monitor and report the condition if case queues as identified by management for cases which could fail service level agreements ( SLA)
• Mentor new case managers
• Manage SR transfers to regional and global centers
• Intermediate knowledge of Excel
• Experience and knowledge on SFDC.

• Handled and managed the team members of 14 (G500 Key Accounts)
• Key Productive Indicators (Metrics) – Ensuring the team delivers the performance as per the business goals
• Driving and ensuring a high level of agent productivity and ensuring queue hygiene
• Emails and calls SLA management – Daily execution
• Create, Review and modify Knowledge Base articles
• Regular interlock with the key stake holders – on feedback and suggestions
• Provide clear and concise response to client emails within defined SLA’s with a focus on establishing root cause of the problem
• Collect and analyze metrics that directly affect Customer Satisfaction
• Conduct regular audit, feedbacks 1:1 and coaching sessions for team members in improving productivity and customer experience
• Monitoring the overall score card of the team performance on weekly Business Management Schedule meetings
• Based on TNI/TNA regular conducted training and development to help business by developing, facilitating a wide variety of training programs
• Provide input into hiring decisions and conduct performance appraisals as may be directed by the Head of Department
• In addition to the business deliverables, have initiated & lead the Fun Crew committee and all other team building activities on regular basis.

• Emails and calls SLA management – Daily execution
• Cross functional engagement with various departments
• Case Management to ensure proactive issue resolution and communication to the customers
• Conduct regular audit, feedbacks and coaching sessions for agents in improving productivity and customer experience
• Managing Rewards and Recognition on Quarterly basis
• Closely work with Trainer to understand if the training needs for the agents are addressed and trained
• Ensure the Key Metric –Customer Experience is managed as per the goal
• Monitoring the overall score card of the team performance on weekly Business Management Schedule meetings.

• Responsible for Key Accounts like TCS, TATA Groups, HCL Technologies, Honeywell Technologies, Johnson N Johnson, L&T, CIPLA, TESCO etc
• Handle 2nd level escalation & provide after sales assistance such as handling enquiries, complaints etc
• Build relationship with customers to increase customer loyalty
• Managing the end-to-end resolution for Large Enterprise and Public customers
• Managing customer escalations on the highest priority and working with Account / sales managers for solutions and updating management
• Responsible for setting realistic customer expectations and meeting or exceeding these expectations
• Cross functional partnership with sales, logistics, manufacturing, order fulfillment to ensure optimum resolution for customers.

• Trained the Pilot batch {Voice/Email Care Process}
• Responsible for training delivery, conducting assessments and reporting batches on the communication verbal/written and strong conceptual knowledge of English grammar and behavioral tools and approaches
• Mentoring and coaching new agents to deliver the business goals
• Auditing Calls and emails to improve call and email quality
• Providing 1-1 feedback, coordinating IDPs & providing mentoring to employees.

• Handling Queries of U.S
• Customers for Dell Inc
• (Both Voice and Chat based support)
• Providing Solution Regarding the Billing, Returns, Exchanges etc
• Responsible for undertaking continuous process improvement activities/ projects
• Ensuring the customer Receives First Call Resolution
• Mentoring the new hires joining the team and also accountable for their performance
• Handle escalation calls and be accountable for all escalation calls within the team to ensure resolution
• Provide feedback to team members.

• Inbound (Domestic Process)
• Handling inbound calls for technical queries
• Manage the generation of daily/ weekly/ monthly reports for the team - Productivity, Total Solution’s, Executive Escalation update.

• Inbound- (Domestic Process)
• Handling inbound calls for Kinley
• Daily Report generation for the same
• Preparing weekly roster for different departments.