Kunal Bansal

Here are my current roles and responsibilities as Service Desk Coordinator in this process:

✔ Knowledge Sharing Series & Process Updates

• Regular sessions based on Standard Operating Procedures (SOPs) to provide refreshers on critical and sensitive topics.
• Weekly process updates to ensure teams stay current on new policies and product changes.

✔ Knowledge Check Assessments

• Periodic assessments to align teams with best practices, deepen product understanding, and reinforce customer support excellence.

✔ Monthly Audit Sheet

• Structured audits tracking key performance metrics, including case reviews for emails and calls.
• Ensures accurate information is shared and identifies trends to drive continuous improvement.

✔ Negative Feedback Analysis

• Ongoing tracking and categorization of customer complaints across all channels.
• Root cause analysis to address recurring issues and elevate customer sentiment.
• Follow-up mechanisms to ensure resolution satisfaction and prevent recurrence.

✔ Customer Satisfaction Surveys (CSAT)

• Leveraging survey insights to guide service enhancements and boost customer retention.

✔ Quality Assurance (QA) Reviews (Performed by Quality Analysts)

• Evaluation of customer interactions (calls & emails) for compliance with service standards.
• Score-based audits within a structured QA framework to uphold service quality.

✔ Escalation Tracking

• Monitoring and analyzing cases requiring elevated support.
• Identifying root causes and implementing resolution strategies to reduce future escalations.

✔ Personalized Coaching & Recognition

• One-on-one coaching programs to address individual performance gaps.
• Recognition initiatives to motivate and reinforce positive behavior and high performance.

✔ Call/Chat Monitoring & Coaching

• Real-time review of customer interactions for immediate feedback and coaching.
• Sharing best practices to maintain consistency and service excellence across teams.

✔ Root Cause Analysis (RCA)

• In-depth investigation of recurring customer pain points and inefficiencies.
• Implementation of targeted, sustainable solutions to address root causes.

✔ Employee & Customer Feedback Loops

• Structured mechanisms for collecting actionable feedback from both employees and customers.
• Regular review sessions to analyze insights and implement improvements.

• Company Overview: Process BMW-Lead Management
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• Process BMW-Lead Management

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• Company Overview: Process name was Expedia (Hotels.com)
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• Process name was Expedia (Hotels.com)