Guntamukkala Syamalarao

• Provide leadership, direction, and guidance to the sales quality analyst team.
• Motivate team members, foster a positive work environment, and encourage professional development.
• Set clear performance expectations and goals for team members.
• Develop and implement quality assurance processes and standards for the sales team.
• Monitor and evaluate sales calls, emails, and other interactions to ensure adherence to quality standards and compliance regulations.
• Provide feedback and coaching to sales representatives based on quality evaluations.
• Identify areas for improvement and develop strategies to enhance overall sales performance.
• Conduct training sessions to educate sales representatives on quality standards, best practices, and compliance requirements.
• Provide ongoing coaching and support to help sales representatives improve their skills and performance.
• Collaborate with other departments to develop training materials and resources.
• Dedicated Sales Quality Analyst Team Leader with extensive experience in the EduTech industry. Skilled in conducting Root Cause Analysis to identify sales performance gaps and implementing strategic solutions to drive revenue growth and customer satisfaction.
• Analyze sales data and performance metrics to identify trends, patterns, and areas for improvement.
• Generate reports and insights to inform decision-making and strategic planning.
• Work with stakeholders to develop actionable recommendations based on data analysis.
• Develop and implement process improvements to streamline operations and enhance productivity.
• Collaborate with cross-functional teams to implement changes and ensure alignment with organizational goals.
• Ensure that sales representatives provide exceptional customer service and support throughout the sales process.
• Identify opportunities to enhance the customer experience and increase customer satisfaction.
• Work closely with the sales team to address customer feedback and resolve issues effectively.
• Ensure that sales representatives adhere to legal and regulatory guidelines in their interactions with customers.
• Implement measures to mitigate risks and ensure compliance with company policies and procedures.
• Coordinate with sales managers, trainers, and other stakeholders to align efforts and achieve common objectives.
• Serve as a liaison between the sales team and senior management, providing regular updates and reports on performance and initiatives.
• Monitor individual and team performance against key performance indicators (KPIs) and targets.
• Provide regular performance feedback, conduct performance evaluations, and recognize top performers.
• Implement performance improvement plans as needed to address performance issues and drive results.
• Stay abreast of emerging technologies and trends in sales enablement to identify opportunities for innovation and improvement.

• Ensure that customer service teams are providing excellent support to customers through various channels like email, chat, phone, and social media.
• Monitor customer interactions to ensure adherence to quality standards and provide feedback and coaching to customer service representatives.
• Develop and implement quality assurance processes and procedures to ensure consistency and accuracy in customer interactions.
• Conduct regular audits of customer service interactions, order processing, and other e-commerce operations to identify areas for improvement.
• Collaborate with other teams, such as product management and operations, to address quality issues and implement solutions.
• Analyze customer feedback, reviews, and complaints to identify trends, root causes of issues, and opportunities for improvement.
• Utilize data analytics tools to track key performance indicators (KPIs) related to customer satisfaction, order accuracy, and service quality.
• Generate reports and dashboards to communicate findings and recommendations to management and other stakeholders.
• Identify inefficiencies and pain points in e-commerce processes related to customer experience and quality.
• Propose and implement process improvements, automation solutions, and best practices to enhance customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams to streamline workflows and optimize the end-to-end customer journey.
• Develop training materials and resources to educate customer service teams on quality standards, best practices, and new procedures.
• Conduct training sessions and workshops to ensure that customer service representatives are equipped with the necessary skills and knowledge to deliver high-quality service.
• Provide ongoing coaching and support to team members to foster continuous improvement and professional development.
• Stay informed about industry regulations, compliance standards, and best practices related to e-commerce and customer service.
• Ensure that customer service operations comply with relevant laws, regulations, and company policies, such as data privacy regulations and consumer protection laws.
• Communicate regularly with senior management and other stakeholders to provide updates on customer quality metrics, initiatives, and outcomes.
• Collaborate with stakeholders to align on priorities, goals, and strategies for enhancing the overall customer experience.
• Lead or participate in projects aimed at improving customer satisfaction, operational efficiency, and quality standards.
• Define project scope, objectives, timelines, and success criteria, and manage project execution to achieve desired outcomes.

As a Zomato Chat Agent, your primary responsibility is to provide excellent customer service and support to users of the Zomato platform. Your duties may include:

• Responding to customer inquiries and resolving issues promptly and effectively through the chat interface.
• Assisting users with placing orders, making reservations, and navigating the Zomato app or website.
• Providing information about restaurants, menus, delivery options, promotions, and any other relevant details.
• Addressing customer concerns, complaints, or feedback in a professional and courteous manner.
• Troubleshooting technical issues and providing guidance on how to use various features of the Zomato platform.
• Escalating complex or unresolved issues to the appropriate department for further assistance.
• Following up with customers to ensure their questions or concerns have been resolved satisfactorily.
• Maintaining accurate records of customer interactions and transactions.
• Collaborating with other team members to improve processes and enhance the overall customer experience.
• Staying up-to-date with Zomato's policies, procedures, and product updates to provide accurate information to customers.

• India bulls Personal loan Collection Cash & Cheque’s payment clearance.
• Telangana state India bulls Personal loan Collection Online Transfers NEFT, RTGS, IMPS Payments Clearing,
• Paytm, Dhani App & other wallet Payments Clearance.
• India bulls' Personal loan Foreclosure processing.
• Responsible for all the transactions are cleared on time and settled correctly.
• Customer services for Personal Loan payment related, Closure related, NACH related and all other queries.
• Tracking Personal loan Collection’s Transactions payments of Cash, Cheque’s & Online Transfers.
• Day to day MIS Preparation for pending collection payments.
• Manage daily operational activities of small team of analysts. Assign tasks and monitor Performances.
• Responsible for defect management including monitoring and reporting on defect resolution.
• Ensure all requests from Audit are answered timely and provided with sufficient support.

• Daily Cheque’s sign off and hands off to CMS.
• Daily Cash sign off and hands off
• Issuing settlement letter and tracking the status of letter
• Tracking Vendor bill pay out
• CIBIL checking for Vendor ID card’s
• Issuing the ID card to Vendors and updating the Details in IDMS.
• Data entry for Vendors FE details
• MIS publish for temporary ID cards issued to vendors and ensures that ID cards submitted with in TAT.
• Agency wise FE listing to DMS
• Tracking Lost ID Card’s, Receipt book and HHT machine formalities.
• Regional ID card Trackers to Central Team.
• FE Id card ISO trackers Preparation and validation.
• Regional recon for Agency receipt book
• Regional ID card number’s recon
• Collecting DRA scan copies from vendors and sending them to central Team.
• Indent request for Preprinted ID cards for Vendors.
• Issuing Repo kits and receipt books to Vendors
• Repo kit Recon and receipt book Recon and publish the MIS time to time.
• Cheque Holding, Cheque Return to Vendors or CLM’s.
• Tracking Customer acknowledgement for Cheque return and Hold.
• ID card destruction Memo preparation and destroying the ID Card’s with proper documentation and necessary approvals placed.
• Tracking Terminated Executives Warning Memo’s and penalty slips.