Kartik Krishnamurthy

• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
• Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
• Increased company profits through performance optimization strategies and efficiency improvements.
• Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
• Managed cross-functional collaboration to drive team engagement and keep members on course to achieve demanding company targets.
• Handling the whole sales process with personal sales targets
• Monitor service query tracker to ensure tickets raised by sales are getting responded within given TAT.
• Prepare regular dashboards & circulate to concerned process owners regarding the queries raised under respective process with status flags.
• Prepare & present dashboard for NHOD on various queries raised by sales team & resolution TAT maintained w.r.t to various query categories & propose solution to minimize the queries going forward.
• Online Policy failure cases policy issuance request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Endorsement request to be processed within a -TAT 2Hrs for 85% of the cases on working day
• Customer grievances escalation to be resolved with TAT of 6Hrs for 85% of the cases on working day.
• CD Regeneration, based on U/W , ZH approvals.
• RTM Location code / IMD change, bulk RTM and individual RTM changes to be handled end to end

• Customers call for assistance in case they face issues with the vehicle or breakdown situations. • Inbound team take calls and register case of the vehicle with issues in Siebel application including all details of customer.

• Arranging mechanic or towing assistance for the vehicle all over India.

• Capturing complete details from mechanic regarding issues of the vehicle and diagnosis provided for

the same.

• Always have believed in the process of building strong team which is well equipped with knowledge and have built in a strong bonding of togetherness between themselves. Actively involved in hiring of Customer service Executives

• Managing Team Members (Team Size = 25) for All India Service Call Center.

• Coordination with Client Support for Customer Issues and Extensive Floor Support & Escalations • Auditing & sharing quality feedbacks with team members & also ensuring that information delivered to customers is updated and correct.

• Preparing process review for the client.

• Handling service sector with low escalation.

• Maintain KPI (Key Performance Indicator) on monthly basis as per client requirements. •

Knowledge and Empowerment of the Agents

• Ensuring Timely Appraisals for the Team

• Two employees audit with the towing and compensations regarding data which includes revenue. •

Check with the towing kms with the help of google maps considering the kms provided by towing asp and kms provided by mechanic for breakdown visit.

• Same used to be rechecked with the clients of TVS.

• Arranging sessions with quality team while sharing feedbacks.

• Arranging Refresher training for employees regarding process.