Greeshma Gopi
Kochi
Summary
Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Manager
ASTER DM HEALTHCARE
Kochi
2023.03 - Current
- Managing the day-to-day activities of the customer service team, ensuring smooth operations in areas such as lab test booking, medicine requests, and other customer inquiries
- Establishing high standards for customer service quality, including responsiveness, compassion
- Providing training to staff members to ensure they have the necessary skills and knowledge to effectively assist patients
- This includes training on medical terminology, patient communication, and handling sensitive situations
- Conducting regular performance evaluations and setting goals for individual team members
- Utilizing contact center technology and tools to enhance service delivery
- Implementing and maintaining customer relationship management (CRM) systems and other relevant software
- Optimizing contact center operations to ensure efficiency and productivity
- Monitoring key performance indicators (KPIs) such as average handle time, first contact resolution, and service level agreements
- Identifying areas for process improvement and implementing solutions to streamline operations
- Ensuring customer satisfaction by addressing inquiries, complaints, and escalations effectively
- Analyzing customer feedback and identifying trends to improve service delivery
- Developing strategies to enhance customer experience and loyalty
- Acting as a liaison between the contact center and other business units to address customer issues and provide feedback
- Participating in cross-functional meetings and projects to support company goals and initiatives.
Soft Skill Trainer
Service Excellence, Aster Medcity
Kochi
2022.11 - 2023.03
- Design and deliver training programs tailored to improve soft skills such as communication, leadership, teamwork, problem-solving, time management, adaptability, and emotional intelligence
- Create a supportive learning environment that encourages active participation, collaboration, and knowledge sharing among participants
- Adapt training content and delivery methods to meet the diverse learning styles and preferences of participants
- Provide constructive feedback and coaching to individuals to help them identify strengths, areas for improvement, and strategies for skill enhancement
- Develop and customize training materials, resources, and curriculum content to align with organizational goals, industry standards, and best practices in soft skills development
- Communicate regularly with stakeholders to provide updates on training activities, outcomes, and recommendations for continuous improvement
- Build relationships and partnerships with internal and external stakeholders to support the integration of soft skills development into broader organizational initiatives.
Induction Team Manager
Loyalty Program/British Airways
Gurgaon
- To regularly coach and mentor the Nesting batch
- To create and implement effective nesting plans and to ensure staff are up skilled to deliver CallBA targets
- To ensure the teams remains motivated through the nesting period
- To ensure smooth feedback mechanism within the induction which includes feedback to the nesting team and all individuals supporting the nesting batch (e.g., Shift Supervisor, Floor Walker etc.) To monitor quality calls and handover the call to CallBA training team during the call assessment phase
- To identify gaps and feed in to the training team and have follow up meetings
- To have weekly meeting set up with the business team leads to update staff performance
- To maintain a performance grid of all staff in the nesting period
- To timely highlight staff performance and concerns to the Business Manager
- To keep staff engaged and create a healthy working environment – manage and reduce attrition
- To handover the batch to the Floor Team Manager
- Responsible for the performance management, attendance and punctuality of Nesting batch in order to meet business needs
- To ensure timely brief on PCI guidelines
- To maintain data protection and confidentiality for both staff and customers.
Team Manager
CALLBA INDIA PVT. LTD. (BRISTISH AIRWAYS)
Gurgaon
2011.11 - 2022.08
- Worked in multiple departments within the organization
- Team Manager (British Airways Executive Club) – 4 years
- To lead and manage a team of Contact Centre Service Advisors in a proactive, visible and participative style to develop and maintain a strong team spirit amongst staff
- Responsible for the performance management, attendance and punctuality of their team in order to meet business needs and targets
- To provide ongoing coaching and development to a team of Contact Centre Service Advisors to maximize performance
- To deliver departmental and/or team targets to attain customer service, revenue, productivity and cost of sale targets
- To maintain the highest standards of customer service to ensure customer confidence, satisfaction and loyalty
- To play a leading role in an ongoing program of process and quality improvement through the implementation of new technology and new working methods
- To participate in the recruitment and selection of Contact Centre Service Advisors
- To maintain data protection and confidentiality for both staff and customers
- Responsible for self-development to ensure own technical and product knowledge is kept up-to-date.
Quality Coordinator
Loyalty Program/British Airways
Gurgaon
2012.02 - 2015.02
- Coach and Develop Service Advisors through evaluation of performance and calibration of calls
- Quality Reporting and analysis including Budget Write Off Reports
- Drive Calibration sessions with Business Team Leads to ensure consistency across processes
- Assist in the creation of quality standards, performance improvement goals and drive improvements
- Seek feedback from all staff on Calls / Back Office to ascertain gaps in process knowledge and identify Training needs
- Quality and Training analysis to determine needs of individuals and address skill gaps
- Ensure all CallBA procedures and practices are adopted and utilized
- Drive continuous improvement in performance by soliciting quality feedback and planning refresher/training sessions
- Create awareness amongst staff about compliance
- Device and conduct periodic audit checks
- Responsible for Mandatory training requirement of the contact centre.
Quality Analyst
Vertex India Pvt. Ltd
Gurgaon
2009.02 - 2011.10
- Handling calls from Direct Passengers as well as Trade Partners
- Handled calls Regarding New Bookings, Changes and Refunds
- Upselling and Cross Selling BA products where relevant
- Handling inbound and outbound calls
- Training and supporting New Joiners on the floor, giving them floor support in the learning Curve
- Taking escalation calls and giving floor support for the whole team
- Managing training sessions for the bottom performers in the team and keeping them updated on the process
- Monitoring calls for low performing agents and providing them feedback
- Preparing monthly Quality Reports
- Conducting Call Calibrations and preparing Calibration Report
- Handling Break Schedules
- Handling Inbox for Special Service Requests
- Communicating with Clients through emails
- Sending Daily Performance Report to Management and Clients.
Education
DIPLOMA IN TRAVEL & TOURISM MANAGEMENT -
IITC, Delhi
GRADUATION BA FRENCH -
St. Teresa'a College, Cochin
12th – CBSE BOARD COMMERCE -
Somerville School, Delhi
10th - CBSE BOARD -
Somerville School, Delhi
Skills
- Effective Time Management
- Communication Skills
- Customer Experience
- Customer Relationship Management
- Customer Service
- Training and mentoring
- Call Center Operations
- Workflow Management
- Call Monitoring
- Regulatory Compliance
Personal Information
Title: Customer Service Manager
Languages
- English,
- Hindi,
- Malayalam,
Affiliations
- Reading
- Painting
Certification
- Aster Certified Trainer
Languages
Malayalam
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Customer Service Manager
ASTER DM HEALTHCARE
2023.03 - Current
Soft Skill Trainer
Service Excellence, Aster Medcity
2022.11 - 2023.03
Quality Coordinator
Loyalty Program/British Airways
2012.02 - 2015.02
Team Manager
CALLBA INDIA PVT. LTD. (BRISTISH AIRWAYS)
2011.11 - 2022.08
Quality Analyst
Vertex India Pvt. Ltd
2009.02 - 2011.10
Induction Team Manager
Loyalty Program/British Airways
DIPLOMA IN TRAVEL & TOURISM MANAGEMENT -
IITC, Delhi
GRADUATION BA FRENCH -
St. Teresa'a College, Cochin
12th – CBSE BOARD COMMERCE -
Somerville School, Delhi
10th - CBSE BOARD -
Somerville School, Delhi
- Aster Certified Trainer
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