Mathews P I Varghese

GOOGLE sales process - It's basically about handling outbound calls for the Google Ads advertisers regarding the optimization of Google Ads accounts and this helping them for their ad ranking and their revenue generations by thoroughly optimizing their accounts on quarterly basis.

• Held regular one-on-one coaching sessions with staff members to encourage personal development.
• Developed strategies to increase team productivity and improve customer service levels.
• Provided support to junior staff during peak periods of workloads.
• Monitored team performance against targets, taking corrective action where necessary.
• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Motivated staff through positive reinforcement techniques.
• Resolved escalated customer complaints or queries promptly and efficiently.

• Quality, Operational excellence, Sales, and ISO Quality assurance for the International sector domains across ( APAC and EMELA )
• This basically handles with calls to resolve customer queries in terms of Inside sales, PSA, Presales/Postsales and several tool related queries for the smooth functioning of their sales engagement.
• Process Transition done for several process from the Pilate of the process to the completion of process, by handling the initial talks of calibration for SOP, SLA, FTR, Capacity, BCP planning. Along with the mentorship, process execution from the On boarding-OJT-Execution with SLA and FTR with 100% for projects like Sales and Install, SAP code Generation, Fire CAD licensing, compass estimation, Solution Navigator
• Also leading an Internal QC team, meeting and exceeding ISO standards Quality and RCA analysis with CA and PA as per the cases.
• Customer orientation (Quality and Team Lead), Team handling (Time management skills, maintaining attrition, shrinkage, capacity, utilization, Troubleshooting customer needs, Internal training/coaching and process knowledge transfer with cross domain trainings also.
• Employee Retention, Business Development Revenue (Transactional Billing, FTE Billing), Digital Transformation (Automation of Task, Planning tasks, Creating BU Dashboards)
• Submitting Task weekly basis, Creating PO for monthly basis, doing process update Trainings, doing refreshers, Monthly one on connects with individuals and team review.
• Peakon Voice survey managements, eNPS score sessions and trainings.
• CSAT, DSAT, Corrective and Preventive action summary retractions, NCR creations and 5 why studies related to the same.

• In Call Auditing jobs for Tata Sky DTH services, Make my trip, Athena, Cogent
• Lead for the Focus Team Project as per the client locations
• Conducting training session and refresher for Focus audit batches on a weekly basis
• Mainly as a third-party vendor to find the errors occurred on a call as per the call parameters provided. ( Soft skill/ system )
• Finding the root cause analysis (RCA) for the same to understand the repetition of the call for the same issue.
• Trainer - Conducted training for 3 batches, call auditing and giving feedbacks.
• Worked on NPS scores and RCA calibration for the Quality Assurance
• Weekly QC calibration for the Focus audit projects to drill down the parametrical error.
• APCT method to analyze the errors happening and its improvement focus areas.

• Banking Sector Llyod's and Airtel, Lloyds Banking and SGB Banking
• Worked as Practitioner Voice Domain
• Handling calls as per template provided and solving customer queries.
• Lloyds Banking process for the back-end work of credit card transactions and updating of the same in the tool.
• Fraud detections for the customers countered in the UK for their credit card transactions as per the troubleshoot.