Naveen N

Domain Knowledge

1)Process Knowledge- understanding the workflow, SOP, KPI and quality standards

2)Technology- CRM, WFM Tools and Analytics platform 3)Service Level Agreements- Established and manage SLA effectively to ensure the service delivery meets clients expectations and know how to negotiate

4)Quality Management- methodology like six sigma and continuous improvement

5)Client relationships management- Has strong skills in client management, understand client needs, expectations and preferences to deliver excellent service

6)Risk Management- Identify and mitigate risk to ensure smooth operation and business continuity and also assess the risk associated with outsourcing processes

7)Compliance- Data security with compliance standards in financial and legal services

8)Financial- Analyze forecast expenses and optimize resource allocation

9)Responsibility for Partner Agreements, Invoice Validation and Compliance

• Outstanding Performer award four times for BBD during the period of 2016 – 2019
• Rewarded for achieving the missed call metrics from 32% to 80% within 30min call back
• Consistently maintained all key KPIs across all the LOB (Outbound, BSD, Inbound)
• Owner for C-SAT/NPS improvement to 70 score by enabling COP for all Installation category

Jeeves Consumer services PVT LTD

• Jeeves Consumer Services/Flipkart, Managed a team of 200+ including Team leaders, Deputy Managers during BAU activity and 500+ during BBD
• Experienced in managing Inbound, Outbound, Emails, Social media
• Oversee operational responsibilities of the agent hiring process to till on boarding/certification
• Deliverer 5 successful BBD with superior experience
• Was part of SRMS testing phase and successfully moved to SRMS Platform
• Migrated missed calls to cloud by API integration
• Was part of BBD recruitment/hiring process for all OSP location
• Missed call metrics was revised to address the customer within 15min @ 80%
• Daily call audits on call bridge to reduce fake, call bridge adoption by technician.
• Conduct regular business review with partners (MBR, QBR)
• Manage all outsourcing business and ensure that all partners are meeting KPI performance targets
• Improvement of C-SAT/NPS through COP for all the categories
• Responsibility for Partner agreement, Partner Invoices and compliance

• Total Experience: 7 years
• Date of Birth: 01/25/92