JOSEPH ALFRED
Trivandrum
Summary
Results-driven operations and client relationship professional with over 8 years of diverse experience in healthcare BPO, financial services, and international sales. Demonstrated success in overseeing large-scale operations, nurturing client relationships, driving business growth, and optimizing front-office financial services. Proven ability to lead cross-functional teams, implement process enhancements, and deliver outstanding performance results including increased patient acquisition and billing volumes. Recognized for exceptional customer service, operational efficiency, and leadership qualities. Supported by strong interpersonal skills and multilingual proficiency.
Overview
9
9
years of professional experience
Work History
Manager
Ecorgy Solutions Private Ltd (NeogenCare US)
Trivandrum
12.2023 - 05.2025
- Promoted to oversee and manage multiple teams across Customer Support and Client Relationship, optimizing voice and chat support operations.
- Lead process improvements for voice and chat support channels, enhancing efficiency in response handling, reducing wait times, and increasing resolution rates.
- Monitor and analyze key performance indicators (KPIs) such as chat response time, first-contact resolution, and customer satisfaction scores to drive continuous improvements.
- Collaborate with the training department to develop and implement advanced training modules for voice and chat support teams, ensuring high service quality.
- Oversee workforce management strategies, optimizing agent scheduling to meet demand surges and maintain service-level agreements (SLAs).
- Develop and refine escalation handling procedures, ensuring seamless coordination between frontline agents and higher-tier support teams.
- Conduct deep-dive analysis on client feedback from voice and chat interactions, leveraging insights to enhance service offerings and resolve recurring pain points.
- Strengthen client retention strategies by proactively addressing concerns and offering tailored solutions through effective voice and chat engagement.
Customer Relationship Officer – Team Lead
Ecorgy Solutions Private Ltd (Neogen Care US)
Trivandrum
12.2021 - 12.2023
- Achieved performance benchmarks while delivering exceptional service in high-pressure environments.
- Guided cross-functional teams through established expectations and a culture of collaboration.
- Designed training programs on telephone etiquette, voice modulation, patient communication, and EMR documentation.
- Managed customer inquiries and provided timely assistance to enhance satisfaction.
- Coordinated feedback collection to identify areas for service improvement.
- Conducted call quality audits to identify gaps in service delivery and implement corrective actions.
- Monitored team performance against KPIs and SLAs, focusing on call handling time and escalation accuracy.
- Analyzed trends to enhance service delivery and ensure compliance with industry standards.
- Fostered strong client relationships through proactive engagement and timely issue resolution.
Forex Teller/Front Office Sales
UAE Exchange Ltd, UAE
Dubai
03.2021 - 12.2021
- Managed financial remittances for domestic and international entities, ensuring accurate transactions.
- Processed bank transfers, instant transfers, and door-to-door services for individual and corporate clients.
- Issued demand drafts and facilitated swift money transfers via Xpress Money and Western Union.
- Addressed customer queries promptly, delivering effective solutions to enhance satisfaction.
- Conducted foreign currency exchange transactions for buying and selling.
- Monitored customer remittance activities, including inward and outward transactions and foreign currency sales.
- Oversaw processing of salary payments, utility bill payments, and credit card payments while accepting cash.
- Implemented KYC, EDD, and AML policies to mitigate risks associated with illegal funds.
Senior Business Development Associate
Yarab Technologies Pvt Ltd ( Smart Cover Insurance UK)
Trivandrum
08.2016 - 02.2018
- Expertise in cold calling.
- Promoting & selling the company’s products through calling.
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems.
- Maintaining data base by entering updated information.
- Serve as a point of contact for clients and communicate with them with phone and email to respond to questions and requests.
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Education
Bachelor of Commerce -
University of Kerala
Trivandrum06-2014
Higher Secondary Education - Computer Science
St Antony's Higher Secondary School
Trivandrum06-2010
High School Education -
St Antony's Higher Secondary School
Trivandrum03-2009
Skills
- Operations management
- Client relationship management
- Business development and lead generation
- Time management
- Process improvement
- Target achievement
- Team coordination and motivation
- Market analysis
- Negotiation skills
- Strategic planning
- Delegation and task allocation
- Root cause analysis
- Supervisory skills
- KPI and performance metrics
- Employee engagement and retention
- Customer retention strategies
- Multitasking abilities
- Critical thinking and problem-solving
- Escalation handling in customer service
- International sales expertise
Awards
- Certificate of Appreciation – 17,000 Visits Billed (August 2024) Recognized by Ecorgy Solutions for exceptional achievement in billing 17,000 visits in a single month.
- Performer of the Month – Multiple Occasions Consistently acknowledged for outstanding performance and dedication to quality and productivity.
- Record-breaking Patient Acquisition Played a pivotal role in acquiring 2,000 new patients in a single month, setting an all-time company record.
- Consistent Client Appreciation Consistently recognized by clients for excellence in customer support and intake, demonstrating exceptional accuracy, efficiency, and service quality.
- Led a team of 15+ CROs, maintaining an average CSAT (Customer Satisfaction) score above 95%.
Languages
English, Malayalam, Hindi, Tamil
References
VaradhaRajan, Rengaswamy
varadharajan@ecorgysolutions.com
+91 9962286870,
Ecorgy Solutions Pvt Ltd
www.ecorgysolutions.com
Timeline
Manager
Ecorgy Solutions Private Ltd (NeogenCare US)
12.2023 - 05.2025
Customer Relationship Officer – Team Lead
Ecorgy Solutions Private Ltd (Neogen Care US)
12.2021 - 12.2023
Forex Teller/Front Office Sales
UAE Exchange Ltd, UAE
03.2021 - 12.2021
Senior Business Development Associate
Yarab Technologies Pvt Ltd ( Smart Cover Insurance UK)
08.2016 - 02.2018
Bachelor of Commerce -
University of Kerala
Higher Secondary Education - Computer Science
St Antony's Higher Secondary School
High School Education -
St Antony's Higher Secondary School
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