Christopher James

Role: Manager Customer Service -

Phase 1 - Setting up Contact Center:

• Transitioning and Setting up complete Contact Center in house with 21 headcount
• Ensured smooth Go-Live process and taking up complete handover of the Contact Center from previously outsourced partner
• Established strong Governance Framework and enhanced the knowledge base (SWI/Flowchart)
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.

Phase 2 - Omnichannel Capabilities:

• Phase wise Planning and Strategizing the complete Omnichannel Project
• Collaborating and absorbing Level 1 support from other Business Units within the organization
• Cross-trained existing employees to maximize team agility and performance.
• Ensured smooth Go-Live process for each of these transition from different BU's

Phase 3 - Planning and Strategy:

• Benchmark the GCCs in India with contact center capabilities; and assess SLAs, KPIs, Governance.
• Study internal RTX global contact centers; on how they are governed today, work scope and what are the different business models being deployed within RTX.
• Study service provider models in India and in other low-cost regions with contact center capability.

Role: Customer Service Representative -

Taking Calls and Working on Emails
Help customer Navigate the Commercial Portal and help them to Place New Order, Renew Subscriptions, Reset Password (self help), Submit Warranty Claims, Submit Work Authorization, Add Fleet details, Add / Modify Personal Contact details, investigate/process refund/invoice cancellation/credit note, Investigate & Process Portal Registration.
Cash Sheet Management - Applying of payments received to the correct orders and generating invoices

Role: Subject Matter Expert (SME) -

Offsite Coordinator Role - POC for any process changes, escalation and/or urgent requests coming from clients directly.

Delegating of critical tasks to agents basis their expertise and availability
Transition to Canada to see how the business works and work culture more closely by being there with clients and stakeholders
Engaging in critical Client calls and handle escalations as and when received
Weekly Dive calls and perform detailed investigation on escalations received and provide Corrective Resolution and Prevention Actions
Owning and Supervising multiple sub processes like : Finance (Refund/Credit Note/Invoice Cancellation/Payment Tracing - wire transfer/credit card & Credit Account), Orders On Hold, Approved Repair Suppliers yearly renewal, Renewal of Subscriptions process, Technical Data Agreement Validation/Approval/Rejection, MasterData requests for Address & Name Change, Best Fit Account, Account Clean up

Role : Operations Lead -

Taken over the role of process trainer for the new joiners along with the Operation Lead
Review/Completion & Sign Off from Clients on process Responsibility Matric
Review, updating process related cookbooks and getting sign off from clients
Diligently handling and managing critical client calls - weekly Dive call, Daily review calls and Weekly sales call with Tech Pubs Managers with zero noise and observations
On achieving KPI Matrix (1/5/15 days closure)
Minimum escalations from clients/customers and frequently conducting huddles and guiding the team with different scenarios to avoid further escalations
Managing People (22 Head counts) and running the business smoothly
Deliver other operational tasks delegated internally apart from process front (Daily publishing of multiple reports, Preparing monthly Governance Deck, publishing score card for the team etc)

Role: Customer Service Representative -

Worked as a Customer service representative for Gas & Electricity supply client.

Had the complete Knowledge of the product/process.

Providing resolutions to the customers queries via calls post complete investigation and also upsell by taking their orders on gas connections and electricity meter checks.

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Helped the new joiners in assisting them with the process gaps and reducing their learning curve

Role: Customer Service Representative -

Creating awareness on Global Warming in all the MNC's and Corporate sectors in & around Bangalore & other metropolitan cities of India (Mumbai & Pune).

Educating the people on deforestation and advantages of reducing global warming. Goal was to make people and company affiliated to WWF and contribute towards this organization through funds.

Established performance goals for employees and provided feedback on methods for reaching those milestones.