Manjunath Jogi

• Delivered precise reports adhering to established SLAs.

• Work independently with users to define concepts and under direction of project managers

• Responsible for Handling Global level Customer Escalations.

• Liaise with the Cross Functional Team & helping in resolving order queries (Order processing Holds, Tax Held Orders, Finance held orders etc.) raised by internal customers.

• Ensure project progress by maintaining a clear project charter with stakeholders, create an attainable project schedule and keep in mind the Scope and Time of each activity.

• Ensure to have minimal escalations, address & curtail root causes for defects identified within process.

• In-depth understanding of sales principles and customer service practices.

• Gather, analyze & distribute Order data.

Employee Engagement/Initiatives

• Managing operational trackers (Capacity utilization, Productivity& Quality trackers & Preparing & reviewing weekly dashboards)

• Direct, guide, and mentor the order management team to ensure that work is done correctly & on schedule.

• Monitor team performance, provide feedback, and implement improvements where necessary.
• Conducted process refreshers & huddles on a weekly basis.

Additional Responsibilities-

• Conducting internal Quality audits.

• General mails /BBB Allocation / Volume Management (Assigning GM’s and BBB’s workload to the team members).

• Queue Monitoring (Monitoring SLA - Call out on high volumes).

• Salesforce -CQM Reporting (sending Back Log CQM report to the Sr managers & project managers).

• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

• Manage complex and highly escalated accounts.

• Have influenced customer to convert an account from offline to online.

• Ensure to have minimal escalations, address & curtail root causes for defects identified within processes.

• Own end to end OPR process responsibilities – Comprehend with cross functional for Order Pending Release.

• Root cause and analyze the reason for orders that are on hold and work with cross functional segments like sales, collections, credit, Flooring, leasing, fulfillment, tax department etc. to get the orders released to production.

Audits and Reporting

• Call Audit –Part of call Audit process for US Order Process segment for call quality and coaching.

• Timely feedback and need based training to reach goals set by the business.

• Send bi-weekly reports on pending orders across all the segments to the US sales team.

• Avaya Reporting- Flashing AVAYA reports on a weekly basis to the team to monitor quality discrepancies & regular logins.

• Processing, Reviewing and Releasing of Orders (Offline, online & premiere tool orders).

• Working with the ISRs, SSRs and partners on customer escalated issues and prioritized orders.

• Engaging with Sales, Collections, Care and other cross-functional teams.

• Working on Healthcare Mainstream, Specialist and EMC Queues for US region

Including:

Specialist accounts, e-mail management.