Deepa Lama
Noida
Overview
10
10
years of professional experience
Work History
Floor Manager
Woriox Services Private Limited
Noida
12.2022 - Current
- Managing AM’s, CCE's, TL's and Asst
- TL's (total span of 150 agents) and work towards Process Excellence
- Ensuring to meet client expectation under COC policy.
- Handling 4 process : Anveya living private. limited which is a sales process, Patytm postpaid, Mobikwik Zip & IDFC which is a recovery process.
- Onboarding new employees with training and new hire documentation
- Lead, direct and manage outbound operations to ensure that the operations staff executes service agreements at, or above the customer's standards
- Helping employees develop additional skills and knowledge through staff development programmes, workshops and training sessions
- Guaranteed attainment of client expectations by executing weekly calibration sessions with Quality team, TL's and reviews with client
- Led and attended weekly internal team meetings for performance and quality, challenges, improvement and/or change opportunities, and employee morale
- Regularly inspecting work areas to identify areas of improvement
- Performing basic data analysis to understand frequently occurring problems, determine their cause and design solutions to prevent them from reoccurring
- Preparing standard operating procedures (SOPs), manual policy handbooks for future reference.
Process Manager
Konexions Backoffice Services Private Limited
Noida
08.2020 - 11.2022
- Managing CCE's, TL's and Asst
- TL's (total span of 100 agents) and work towards Process Excellence
- Worked with CITI Bank process as Process Manager
- Streamlining the process workflow by identifying inefficiencies and implementing target improvements
- Onboarding hiring and training employees and managing quality assurance programs
- Work on Optimization project to align work processes for the Credit and Collections department Pan India
- Handling escalated calls or supervisor calls to avoid any loss mitigation or escalation
- Evaluating customer's financial situation and to negotiate for full payment or build rapport with customers for repayment of account
- Analyzing customer's financial situation and to made recommendations on workout options to resolve delinquency
- Recognizing and monitoring overdue credit card accounts using different modes i.e
- Predictive, Preview or Manual mode
- Responsible for Pan India all buckets between 0 5
- Providing Pan India RF% projections to client on daily basis.
Team Leader - Operations
Konexions Backoffice Services Private Limited
Noida
03.2018 - 07.2020
- Worked with Airtel Backend process as Team Leader- Operations
- Supervising and managing team of 45 agents, including their performance, productivity and adherence to business regulations and procedures
- Monitoring agent wise performance such as their quality scores, average handling time, CSAT parameter
- Conducting coaching and training session for agents to enhance their skills, product knowledge and customer support capabilities
- Assigning task to team members according to each agents capabilities and setting a target of achievement
- Auditing calls and giving feedback to the agents for further improvement.
Trainer
I-Energizer Private Limited
Noida
08.2016 - 02.2018
- At present manage execution of training refreshers at a center with a headcount close to 800
- This involves sharing estimated count of agents to be trained on different KPIs and allocating trainers
- Audit calls to identify agent behaviors which are resulting in deviation from targets
- Creating refresher training guidelines to ensure all critical aspects of a specific refresher gets covered
- Participate in cross site trainer calibration on different training to share inputs on critical aspects of training
- Create product assessment and get them conducted for advisors as well as supervisors
- Responsible for upkeep of refresher data and share the same on daily basis for creation of training dashboards
- Deliver product & soft skills training for a dedicated post sale team which extend after sale support to customers
- Deliver Selling skills and objection handling sessions in new hire orientation trainings
- Specialize in refresher sessions on Sales, Upsell, Cross Sale, Post sale, Low Conversion, Handling Time.
Senior Sales Executive
I-Energizer Private Limited
Noida
12.2015 - 08.2016
- Handle inbound calls for customers and help customers in placing order Naaptol Online Services Pvt Ltd
- Handle complaint calls
- Generating sales leads that develop into new customers
- Identifying and assessing customers needs to achieve satisfaction
- Leveraged strong negotiation skills to maximize profit margins while maintaining exceptional customer service standards
- Collaborated with cross-functional teams to develop innovative solutions that met customer requirements, resulting in higher customer satisfaction
- Managed complex sales cycles, navigating various decision-makers within organizations to secure successful deals.
Sales Executive
Homeshop 18 Private Limited
Noida
08.2014 - 11.2015
- Help customers to understand product being aired on home channel and handle customer concerns
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives
- Mentored junior sales representatives, providing ongoing coaching to improve their performance
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability
- Was part of Employee Fun committee.
Education
B.Com ( Hons ) - Commerce
Dhirendra Mahila P.G College
05.2014
Intermediate - Commerce
Kendriya Vidyalaya, DLW, Varanasi
04.2011
High School Diploma -
Kendriya Vidyalaya No - 4, DLW, Varanasi
05.2009
Skills
- Process Excellence
- Onboarding
- Training and Development
- Quality Assurance
- Data Analysis
- Standard Operating Procedures (SOPs)
- Workflow Streamlining
- Optimization
- Escalated Calls Handling
- Negotiation
- Delinquency Resolution
- Credit Card Account Monitoring
- RF% Projections
- Team Leadership
- Performance Monitoring
- Coaching and Training
- Auditing
- Customer Support
- Customer Acquisition
- Sales
- Upselling
- Cross Selling
- Objection Handling
- Inbound Call Handling
- Complaint Handling
- Sales Lead Generation
- Customer Needs Assessment
- Complex Sales Cycles Management
- Collaboration
- Pipeline Management
- Mentoring
- Contract Negotiation
- Employee Engagement
- Virtual Training
- Debt Recovery
- Training to Trainer Certification
Additional Information - Rewards And Recognition
- Was promoted as a virtual trainer within 10 months of working as an advisor.
- Awarded best trainer for second quarter of 2017 (Apr-May-Jun) of maintaining highest improvement efficacy among agents trained.
- Certified as a Debt Recovery Agent ( DRA ) - Collections
- Certified as Training to Trainer.
Timeline
Floor Manager
Woriox Services Private Limited
12.2022 - Current
Process Manager
Konexions Backoffice Services Private Limited
08.2020 - 11.2022
Team Leader - Operations
Konexions Backoffice Services Private Limited
03.2018 - 07.2020
Trainer
I-Energizer Private Limited
08.2016 - 02.2018
Senior Sales Executive
I-Energizer Private Limited
12.2015 - 08.2016
Sales Executive
Homeshop 18 Private Limited
08.2014 - 11.2015
B.Com ( Hons ) - Commerce
Dhirendra Mahila P.G College
Intermediate - Commerce
Kendriya Vidyalaya, DLW, Varanasi
High School Diploma -
Kendriya Vidyalaya No - 4, DLW, Varanasi
Similar Profiles
Deepa LamaDeepa Lama
Assistant Manager at Woriox Services Private LimitedAssistant Manager at Woriox Services Private Limited
Aditya CH. TarunAditya CH. Tarun
Dy. Manager- Contracts, BD & Procurement at TQ Cert Services private limited & TPL Services Private limitedDy. Manager- Contracts, BD & Procurement at TQ Cert Services private limited & TPL Services Private limited
Saurabh Kumar SinghSaurabh Kumar Singh
Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)Sr. Solution Specialist at Noventiq Services India Private Limited(Former Softline Services India Private Limited)
Prabhat Kumar ThakurPrabhat Kumar Thakur
Sr. Manager – Delivery & Recruiting at ICONMASr. Manager – Delivery & Recruiting at ICONMA
Arjun BhargavaArjun Bhargava
Senior Machine Learning Engineer at Samsung Research InstituteSenior Machine Learning Engineer at Samsung Research Institute