Mohd Amer

Strong in Customer Relationship Management, SLA Management, Operations Management, People Management

Responsible for Helping understand how to Coach and share feedback effectively to all new hire Team Leads and help them improve. Monitor Team Leaders Coaching Status and Feedbacks shared with Team,

Sharing Status of the same with Stakeholders. Conducting the Client Calibrations to help team leaders have better understanding on how to coach.

Act as point of contact for Client interactions & Operations delivery

Monitor associate progress, providing coaching and developmental feedback.

To motivate, develop and mentor team members in a dynamically changing environment.

Monitor projects/transactions and provide qualitative/constructive feedback to the team members/Team Leaders Answer operations-related queries from the client.

Drive process performance to achieve and exceed SLA deliverables. To create a conducive and stimulating environment for the teams to accomplish their goals.

Manage expectations of his/her team members and proactively should be able to sense their needs.

Represent the organization and participate in client visits and reviews.

Ability to drive process, performance & transformation Maintain delivery dashboards with analysis

To be a part of the client calibration call to have a better understanding of the process and for continuous improvement.

Process improvements/optimization done for the respective process Ability to think Out of box and provide solution to Agents Understanding of the Business situation and capability to address issues.

Open to go beyond the call of the duty to exceed expectations.

Patience while giving feedback, Open to change, Multi-tasking skills, Inter personal skill

• Responded to customer requests for products, services, and company information.
• Provided primary customer support to internal and external customers.
• Updated account information to maintain customer records.
• Answered constant flow of customer chats with minimal wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Tracked customer service cases and updated service software with customer information.