Chandana Mala C L

About me:

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Profile Summary

Quality & Compliance

• Ensuring adherence to quality parameters and guidelines in the execution of daily operational activities.

• Maintaining compliance with SLA terms, agreed upon with the customers.

• Maintaining an MIS for the entire day's activities and submitting reports to the senior management (for review & strategic decision making) and to the client.

Client Servicing

• Ensuring prompt resolution of customer concerns / queries with minimal turnaround time.

• Maintaining high customer satisfaction matrices and working towards speedier complaint resolution.

• Ensure high-quality customer experience, elevating customer satisfaction, while adhering to the SLA's and work processes and thus managing cost-effective operations

Team Management

• Leading team of 8 Quality Analysts, 250+ transaction analyst & providing them guidance and support for eliciting optimum performance levels.

• Plan targets, monitor numbers and achieve overall targets on a daily, weekly & monthly basis.

• Define and monitor the Performance Management System as well as assist and support recruitment process

• Oversee performing employee's quarterly, yearly appraisals to manage performance

Process Management

• Define & create processes/SOP and procedures for Client Services process relating to Customer Service

• Monitor overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

• Periodic review of all the process related metrics achievements against target to ensure control in any deviations and immediate plan of action to get back to normal in case of any negative deviations.

• Planning of “Rewards & recognition” for team in addition to incentive schemes.

• Keep monitoring RnP metric of the business and updating to the higher management accordingly.

• Usage of 7 QC Tools
• Microsoft Word
• Microsoft Excel
• Check list
• Preparation of review decks
• Data Analysis

• Banking
• Financial Service
• Insurance
• IT Support

• Usage of 7 QC Tools
• Microsoft Word
• Microsoft Excel
• Check list
• Preparation of review decks
• Data Analysis