Giriraj Kela

Client - Flipkart

Managed the Contact Center Operations for Flipkart with a team of 300 virtual consultants in WFM model, Managed Big Billion Day Sale, SLA's - CSAT,RR,PCD,AHT etc

• Client - Google
• Directed day-to-day operations for a 60-member team with focus on attainment of key business metrics, like Customer Satisfaction, Conversion and Quality along with continuous improvement initiatives
• Worked with Google customers to understand requirements and provide exceptional Customer service
• People Management/ One to One's/Appraisals/Development Plans
• Managed internal and external stakeholders

• Client - Bharti Axa
• Managed a team of 75 members handling domestic calls to the tune of 65000 per month in the General Insurance Industry
• Key Metrics AHT, Quality, Abandon Rate, Time taken to answer the call, Renewal Premium Collected and Conversion percentage
• Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
• Produced detailed and relevant reports for use in making business decisions.
• Evaluated current processes to develop improvement plans. (Prepared Objection Handling guide with WIIFM in mind

• US Mortgage
• Managed a team of 60 team members in the Mortgage Title Insurance and Curative line of business
• Contacted different US government offices and agencies to get relevant documents in regards to the land title and ensured the title is clear before the mortgage moves forward
• People Management/ One to Ones
• Cleared the pile of 6000 odd pending Title files in a record time of 8 months

• Client - Expedia
• Managed a team of 45 team members for Expedia (EMEA region)
• Inbound Sales and Customer Service with key metrics as Conversion, Quality and AHT
• Devised the Training and Nesting Plan for the team
• Ensured Attrition was in control and brought it within desirable levels
• People Management/One to Ones

• Client - AT&T
• Managed a team of 15 team members for AT&T Broadband in the US
• Key Metrics - Customer Satisfaction, AHT, Quality and FCR
• People Management - One to Ones / Appraisals/ Huddles

• US Mortgage
• Managed a team of 15 members for US mortgage collections and retention
• Awarded the Best Team for 3 months continuously across 7 sites
• Awarded Highest retention Award
• Innovated Linking of Tax Statements to Social Security Numbers online, resulting in call reduction and effective cost saving and higher customer satisfaction