Lalit Kumar

• Responsible for overall customer support and services and operational activities on the core product by keeping a close association with all the card companies (like Master, Visa, AMEX, Diners, etc.). And lounges across the airports in the country on a daily basis.
  Responsible for overall product support (end-to-end) management of operations on the product. This includes operations strategy, communication, and product training for the lounge staff for existing and new programs on cards, which provide access to the lounges at airports. Ensuring the best-in-class experience for travelers at the lounges.
• Responsible for handling customer complaints and resolving them within 24 hours. TAT and ensured that the customer gets a better experience.
• Developed and implemented operational procedures to ensure quality standards are met.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
• Coordinated with other departments including sales, marketing, finance, and human resources. to ensure efficient operations.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
• Guided employees on understanding and meeting changing customer needs and expectations.
• Delivered positive customer experiences by implementing effective quality assurance practices.
• Identified areas of deficiency and performed root-cause analysis to solve problems.
• Responsible for maintaining reporting, MIS, analysis of data and trends, and sharing analytics with the teams for monthly/quarterly analysis for reviewing business performance (reporting to Senior management desk directly).
• Assessing the customer, Lounge, and Vendors feedback, evaluating areas of improvement, and providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.

• Provided high-level customer service to resolve escalated customer inquiries.
• Assisted customers with complex technical issues, troubleshooting and resolving them in a timely manner.
• Monitored incoming support requests from customers via phone, email and other channels.
• Trained new customer service representatives on product knowledge and customer service techniques.
• Maintained up-to-date records of all interactions with customers in the company's CRM system.
• Merchant Acquiring:
  ▪ Handling Merchant queries related to Pine device / accessories, Payments related, AR, OEM schemes related etc.
  ▪ Installation of the machine at merchant’s site.
  Vendor Management of paper rolls, repair center, and accessories.
  ▪ Merchant Request to be closed within TAT, aligned with Sales commitments
  ▪ After sale service through Customer care department.
  ▪ Training Programs scheduled for various activities.
  
• Liaison:
  ▪ Working in close coordination with the various functions, like Credit teams of various banks for ensuring compliances of processes at all levels.
  ▪ Partner with the business by regularly interacting with our internal clients to understand their concerns and priorities and work towards maximizing internal & external customer satisfaction.
  
• MIS:
  ▪ Managing & maintaining MIS & reports for improvement of quality parameters and compliance handling for the smooth flow of operations, Stock Records of Terminals & Accessories.
  ▪ Non-Transacting Merchants, to find out the reason of not doing the transactions.
  ▪ Projects – PIN@POS, TLE/ UKPT, Application upgradation etc.
  
• General Administration & Training:
  ▪ Providing training to the new employees and cross train the current team on other processes.
  ▪ Handled the deployment part which is done by field engineers.
  ▪ Co-coordinated with field service agency to complete the installation
  
• Vendor Management:
  ▪ Handling various vendors for Paper rolls, Courier Services, SIM providers etc.
  
• Customer Support Helpdesk
  ▪ Resolving 85% of queries on calls i.e. FPR, it includes both IVR and Mail processes.
  Key Merchants (FRL & CCD) are separately taken care of for faster resolutions.
  ▪ Sales Issues / Payment Related Issue etc. are taken care from this helpdesk only.
  
• Projects Handled:
  ▪ Heading various government projects like BPCL / E Mitra / APonline etc. where Customized process had been prepared and activities had been completed in the specified time.

Working as a team leader in Airtel and Reliance's address verification process.
▪ Analyzed the assigned projects and distributed tasks to the members as per their area of expertise. Preparing daily workloads for staff and coordinating upon the daily allocation of work.
Making the allocation tracker file according to the field-executive zone-wise and Fe-wise on a daily basis.
Making the MIS Report, Attempt, and Closer of the day, and sharing the same report to our senior management.
▪ Case Distribute to the field executive according to area wise.
▪ Involved in the recruitment of new staff.
▪ End of Month total process information as data quality and data production reports send to the client.
▪ Handle escalations and ensure customers do not bears any ill-feelings about the company.
▪ Handles the workload by performing the agent duties.
▪ Client handling
▪ Handle around 4-5 members in Backend & 10-15 field executive.