Devanshu Bhatt

• Tracking agent's performance on daily basis to enhance quality and eliminate errors.

• Resolving 5-10 customer queries with solutions aligned with company guidelines.

• Monitoring 10-20 calls for positive customer experience and Coaching Team members if needed.

• Boosting FCR, reducing customer complaints and escalations.

• Analyzed team performance of 15+ agents on daily, weekly and monthly basis.

• Managed team size of 15+ process experts and assisted agents on the floor in process related issues.

• Worked closely with minimum 3 clients to understand unique needs and meet specific travel desires.

• Management of Roster and scheduling team headcount carried out.

• Handled the escalations from minimum 3 clients everyday and resolved their issues.

• Conducted one on one session to ensure employee satisfaction and productivity.

• Ensured team bonding and team interactions as to avoid attrition.

• Created dashboards taking in consideration various aspects like targets, revenue, AHT, login hours, attendance etc.

• Achieved sales goals on an average of $8500 per month by cultivating and securing new customer relationships.

• Researched sales opportunities and possible leads to exceed sales goals and increase revenue by $1 lac per year.

• Organized travel for individual, family and business clients.

• Handled 35-40 calls per day to address customer enquiries and concerns.

• Worked independently with minimal supervision.