KIRAN PILLAI

As a CUSTOMER SERVICE SPECIALIST:

• Managed multi-channel support, including phone, Email, Webform and Social Media (Johnson & Johnson Process)
• Address inquiries and receive/register complaints from the consumers.
• Make follow-up calls to abandoned contact numbers to address their inquiry or register a complaint.
• Answered incoming calls and emails, providing frontline customer support or assistance with product.
• Collect & record in the CMS (Salesforce) all relevant information concerning a Consumer Contact.
• Send details of medical complaints to the Doctor on the panel of Johnson & Johnson, for providing medical consultation to the complainant.
• Completing the Adverse Event (AE) Survey for Medical Complaints.
• Managing a team that handles Consumer helpline, E-commerce, and Social Media for Johnson & Johnson Pvt. Lid. (Kenvue)
• Generating yearly, monthly, and weekly reports.
• Preparing daily workload for agents and coordinating the daily allocation of work.
• Monitoring and reporting on standards and performance targets.
• Rostering Team ( JNJ Consumer, E-commerce and Social Media).
• Analyzing the root cause of the concern and providing resolution.
• Mentoring and training up new joiner.
• Determined the duties and responsibilities of individuals in a team.

As a QUALITY ANALYST:

• Handling Quality and Compliance department for Johnson & Johnson Pvt. Ltd. (Kenvue)
• Identify and give feedback on agent shortcomings in soft skills and process knowledge.
• Online/offline monitoring of agent calls to audit and scrutinize.
• Call monitoring, coaching, and feedback; responsibility for delivery of the defined customer experience in every call.
• Reviewing the performance of the agents.
• Spot-checks, listening in on calls, to make the team follow provided scripts.
• ACPT analysis.
• Maintaining Agent Productivity Report and giving feedback.
• Real-Time Monitoring of Queue to control abandonment.
• Conducting internal training to coach the associates in the concerned areas to enhance performance.
• Trained new hires on products and services, best practices, and protocols to reduce process gaps.