Jerry Varghese
Senior Call Coach
Alappuzha
Summary
Experienced Senior Call Coach with a proven track record of elevating call center performance through strategic coaching methodologies. Adept at analyzing call data, identifying areas for improvement, and implementing targeted coaching programs to enhance agent skills and customer satisfaction. Skilled in training and mentoring teams to optimize call handling, drive sales, and ensure adherence to quality standards. Known for fostering a culture of continuous improvement and achieving measurable results in call center efficiency and effectiveness.
Overview
11
11
years of professional experience
3
3
Languages
Work History
SENIOR CALL COACH
ALLIANZ SERVICES PRIVATE LIMITED
08.2023 - Current
- Led a team of call center agents, providing guidance, mentorship, and coaching to improve call quality and customer satisfaction
- Developed and implemented training programs to enhance communication skills objection handling
- And product knowledge
- Conducted regular performance evaluations and provided constructive feedback to agents
- Implemented call monitoring and evaluation processes to ensure adherence to company standards and compliance with regulatory requirements
- Conducted one-on-one coaching sessions and facilitated group training sessions to address performance gaps and reinforce best practices
- Utilized data analytics to track and report on key performance metrics presenting findings to senior management for strategic decision making
SENIOR CUSTOMER SERVICE ASSOCIATE
ALLIANZ SERVICES PRIVATE LIMITED
06.2022 - 07.2023
- Overseeing a team of customer service representatives, providing guidance, support, and training to ensure exceptional service delivery
- Handling escalated or complex customer issues efficiently and effectively, demonstrating advanced problem-solving skills and product/service knowledge
- Assisting in the training and development of junior staff, providing coaching, and sharing best practices to improve their performance and skills
- Ensuring compliance with company policies, procedures, and regulatory requirements while delivering excellent customer service
- Generating reports on key performance indicators (KPIs), analyzing trends, and providing insights to management to drive strategic decisions and improvements
SENIOR CUSTOMER SERVICE ASSOCIATE
ALLIANZ SERVICES PRIVATE LIMITED
01.2022 - 05.2022
- Receptionist Answering and Screening Calls: Professionally handle incoming calls, promptly screen them, and determine the caller's purpose to provide appropriate assistance.
- Receptionist Transferring Calls: Efficiently direct calls to the correct line of business (LOB) or department, ensuring the caller reaches the right person to address their needs.
Sales Executive
Intway Interiors
03.2016 - 04.2021
- Worked as a part of 20 member team and identified
business opportunities by identifying prospects and sold
products by establishing contact and developing
relationships with prospects;recommending solutions. - Maintained relationships with clients by providing
support, information, and guidance; researching and
recommending new opportunities; recommending profit
and service improvements.
Sales Trainee
Brothers Agencies
04.2014 - 02.2016
- Exceeded monthly sales goals through effective time management and prioritization of tasks.
- Identified areas for improvement in the sales process, presenting suggestions to management for increased efficiency.
Education
Currently Pursuing BA in Political Science -
Indira Gandhi National Open University
04.2001 -
Plus Two -
Marthoma Residential ICSE School,Thiruvalla
04.2001 -
Tenth -
Infant Jesus ICSE School Mavelikara
04.2001 -
Skills
- Analytical Skill
- Customer Service
- Sales Strategies
- Quality Assurance
- Process Optimization
- Escalation Handling
- Call Quality Improvement
- Performance Management
- Excellent Interpersonal
- Team Leadership
Declaration
I hereby declare that the above particulars of facts and information stated are true, correct and complete to the best of my belief and knowledge.
Jerry Varghese
Timeline
SENIOR CALL COACH
ALLIANZ SERVICES PRIVATE LIMITED
08.2023 - Current
SENIOR CUSTOMER SERVICE ASSOCIATE
ALLIANZ SERVICES PRIVATE LIMITED
06.2022 - 07.2023
SENIOR CUSTOMER SERVICE ASSOCIATE
ALLIANZ SERVICES PRIVATE LIMITED
01.2022 - 05.2022
Sales Executive
Intway Interiors
03.2016 - 04.2021
Sales Trainee
Brothers Agencies
04.2014 - 02.2016
Currently Pursuing BA in Political Science -
Indira Gandhi National Open University
04.2001 -
Plus Two -
Marthoma Residential ICSE School,Thiruvalla
04.2001 -
Tenth -
Infant Jesus ICSE School Mavelikara
04.2001 -
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