LAVINA C R

Led team of agents to surpass performance targets while delivering exceptional customer service.

Implemented ongoing coaching and mentoring to enhance skills and performance of team members.

Cultivated positive team culture, significantly boosting engagement and morale.

Monitored performance metrics, ensuring strict adherence to quality standards and key indicators.

Developed strategies to drive performance and meet service-level agreements.

Conducted performance reviews, establishing clear expectations for each team member.

Achieved consistent customer satisfaction rates above 80% through targeted initiatives.

Identified risks in customer interactions and executed proactive measures to enhance experience.

Directed a dynamic team of 15 to 20 associates, enhancing coaching and professional development.

Oversaw daily operations to ensure timely and accurate completion of deliverables.

Developed and instituted daily and monthly operational metrics to track performance.

Identified and escalated issues that affected delivery of top-tier customer experience.

• Coordinated and conducted interviews to recruit top talent.
• Oversaw workforce trends and collaborated with HR to ensure adequate staffing levels.
• Monitored customer satisfaction and quality metrics, ensuring compliance with high standards.
• Developed and managed team members while reviewing performance for continuous improvement.
• Maintained service levels by identifying key issues and communicating resolutions.
• Established communication channels with clients and vendors to address needs and manage escalations.
• Provided timely reports to management, ensuring accurate information flow.
• Implemented motivational programs and supervised adherence to personnel policies.

• Handled emails primarily with a team of seven people to conduct investigation of cardholder queries
• Identified improvement areas within the team & Implemented adequate measure to maximize customer satisfaction level
• Providing hands on assistance to team both through direct intervention and mentoring
• Coordinate to oversee daily activities to optimize productivity and quality of work
• Trained the new hires about the process followed in practice for emails and calls
• Commercial Bank of Qatar

• Handled calls related to Fraud country block, limit increase, payment to credit card etc.
• Listening to calls and sending feedback to the team member and informing the managers to discuss further course of action
• Citibank.N.A

• Project handled for the air flight manufacturer – Boeing.
• Proven working experience as a compensation and benefits specialist
• Auditing of travel claims raised by the travelers in a timely manner to ensure the claims are within the intent and scope of the travel policy
• Verification of supporting documents submitted by the travelers.
• Preparation of Journal voucher for passing manual entries. Reconciliation of credit card payment for expenses claimed by the employee
• Ensure financial records are maintained in compliance with accepted policies and procedures.
• Boeing