Esperance Alphonso

FedEx is a leading logistics company offering reliable express delivery services, connecting businesses to global markets.

Profile Summary :Responsible for managing the Pune Center, including operational efficiency, customer satisfaction, and local administrative duties such as safety compliance, vendor management, housekeeping, branding, and invoice processing.

• Leading a team of 36 personnel, ensuring accountability for all operational deliverables
• Providing insights, analytics, and recommending process improvements to enhance performance
• Developing and implementing productivity strategies, including Universal Agent, Performance Improvement plan, Performance Scorecard, and contributions to CE Taskforce driving NPS
• Managing email queue volumes (2.5K daily), overseeing allocation, SLA compliance, and ensuring quality resolutions
• Conducting regular performance reviews and providing coaching and feedback to team members.
• Collaborating with recruitment partners to hire and onboard top talent.
• Facilitating cross-functional collaboration to drive process improvements and address operational challenges.
• Identifying and mitigating risks to ensure compliance and operational integrity.
• Developing and executing strategic plans to optimize resource allocation and achieve business goals.
• Driving innovation and implementing best practices to enhance service delivery and reduce costs.

Key Projects:

PIP (Performance Improvement Plan) - (In Progress): Implementing a structured framework for performance improvement across MEISA

Career Progressions: (In Progress): Developing a structured plan to define criteria and support employee eligibility for career advancement.

Pay-Per-Performance (In Progress): Assisting in developing a scorecard for MEISA to incentivize agents based on exceptional performance

Universal Agent (May 2024): Implemented a Universal Agent model to enhance email handling by empowering agents to manage inquiries from initiation to resolution, resulting in an FCR improvement from 77% to 90%

Risk Assessment/Fraud Control (Dec 2022): Representing CE in the Cross-functional India QAT, working to identify and reduce revenue fraud attempts. Significant reduced the number of frauds reported.

Salesforce Email Management - India Launch - (Jul 2021):Collaborated with the P&E and SF teams to define requirements, test solutions, and support training for the new platform rollout.

On-the-Job Training (Dec 2019): Structured the on-the-job training process to ensure a seamless transition of new hires and existing employees into fully productive roles, reducing the learning curve by 2 weeks.

Retail Business Promotion (Aug 2018): Implemented strategies to capture potential cash revenue and utilized retail offers to increase cash pick-up conversions, resulting in a 40% improvement in lead generation.

Coaching & Audit Form: (Jun 2018) Contributed to the Coaching & Audit QAT, providing insights for coaching and audit form development.

Additional Responsibilities:

• Co-hosted several MEISA CE Virtual Town Halls.
• Enhanced employee satisfaction, consistently achieving scores above 85% since 2018.
• Acted as a primary point of contact, collaborating with various stakeholders and delivering detailed presentations within strict deadlines.
• Contributing significantly to the ILife program by organizing and executing activities to boost employee engagement.

WNS is a global BPM company specializing in exception services for industries like airline, travel, and insurance.

Profile Summary: Oversaw operations and SLAs, leading a team of 100+ personnel while delivering actionable insights and analytics to enhance performance

• Recognized for successfully driving the ramp-up of processes, consistently exceeding SLA targets and scaling from 25 FTE to 200 FTE within 18 months
• Organized performance improvement contests at the process level, leading to a significant increase in sales conversion rates from 20% to 24%
• Contributed significantly to improving the Net Promoter Score (NPS), achieving a 43% improvement in customer satisfaction over the course of the year
• Maximized staff utilization through effective rostering and leave planning
• Led recruitment efforts, conducting interviews and hiring the right candidates for the relevant teams

Key Projects:

Reduction of AHT: Led a Green Belt Six Sigma project that reduced average call handling time by 15%, improving from 300 seconds to 255 seconds

Transition of New Call Types: Played a key role in multiple project transitions to India within the BPO, overseeing the migration process and setting up new email workflows and call types

Retention Project: Led a QDM project focused on improving agent retention, successfully reducing attrition from 10% to 4% over the course of a year

ISO SPOC - Ensured compliance of documents as per ISO standard ensuring no non-compliance in internal and external audit

Ventura is a BPO company that provides outsourced services tailored to the travel, railway, and retail sector.

Profile Summary: Led a team of 28 to maintain service levels, meet SLAs, and achieve sales targets for an inbound airline process.

• Client Relationship Management: Managed and resolved client complaints, ensuring high levels of end-user satisfaction through effective communication and issue resolution
• Training Coordination: Worked closely with the Training department to assess training needs and organize process-specific training for staff
• Complaint Reduction: Acknowledged for reducing the number of customer complaints through proactive issue resolution and service improvements
• Recognition: Honored by the Country Head for delivering excellent service and earning maximum customer appreciation
• Event Organization: Coordinated co-curricular activities such as Sports Day, Family Day, and V Care Activities (Ventura's Social Responsibility Group)

GTL Limited is a BPO specializing in voice and non-voice services for clients in the UK and US.

• Managing outbound sales calls and achieving sales targets for a UK telecom client.
• Maintaining Quality Standards: Focused on driving sales while upholding international customer service quality standards
• Recognized for receiving multiple client appreciations for the outstanding service provided.