M. Mahendra Siva

Email and Chat

Industry: Ecommerce

Responsibility

• Handling Team of 80 members and four TLs and making them to achieve their target and self- based on roles and responsibilities provided
• Feedback and Coaching to employees and direct review of TLs
• Following up with presentation for WBR and MBR with client
• Quality Audits and regular audits for every team member weekly and providing feedback and coaching
• Handling escalation, direct rapport with client and being touch point with client based activity
• Rostering for whole process and handling attrition details for complete Head Count, accountable for all active employees.
• Established report based work area with day -1 and made sure reports reaches entire community
• Evaluated employee performance and conveyed constructive feedback to improve skills
• Established team priorities, maintained schedules and monitored performance
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement

Process: Email and Semi voice

Industry: Telecom

Responsibility:

• Root Cause Analysis – Finding faults in Mail handled, taking corrective actions in advisor perspective, process perspective and with quality perspective
• Client Coordination: Job involves complete Coordination with Client and creating
• Creating SOP for complete process and get approval from client
• Post that it’s my responsibility to brief to compete Team Leaders and make sure download was reached as it is down line.
• Escalation was 75% and post takeover i brought down escalation to 5%
• Supervised processes to eliminate weak points or bottlenecks in business operations.
• Enhanced data gathering, extraction and analysis for diverse workflows and procedures.
• Scheduled preventive and predictive maintenance actions based on failure analysis.