NEHA SRIVASTAVA

Strong knowledge of soft skills affecting the overall functioning of various industries
** Excellent evaluative, assessment and training skills
** Good verbal and written communication skills
** Good interpersonal abilities
** In-depth knowledge of Emotional Quotient as related to organizations
** Sound knowledge of soft skills.
** Exceptional versatility with the ability to manage multiple tasks in a pressured environment.

Corporate Clients

• GVK
• Flipkart
• ICICI PRUDENTIAL
• I CARE

• Recruiting, mentoring and guiding team members ensuring the accomplishment of collection targets
• Conducting training sessions & in house forums to boost the technical and soft skills
• Liaising with different departments for the required training needed
• Conflict Resolution
• Effective Communication
• Motivation and Stress Management

• Handled:
• Maintaining Daily, Weekly /Monthly MIS on Customer Care Interface
• Managing Team functions viz
• Manpower planning, recruitment, performance appraisal, etc
• Team building, training & effective leadership to realize the potential of every member of the team
• Effectively interfacing with people at all levels, managing a healthy work environment and inculcating bonded teamwork with high work ethics
• Interacting with clients, understanding and analyzing customer requirements, thereby aligning the process to achieve SLA
• Conceiving/ implementing short/long-term plans for achievement of process objective

• And Assignments handled: Conceptualizing & developing need based training modules for developing a multi skilled workforce for cross utilization within sub processes for optimum efficiency
• Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the client Training/Program Manager.
• Liaising with different departments for the required training needed
• Induction Program Basic Sales Training by In House Training Dept

• Associated with an Outbound UK Process wherein we do Monitoring, Analyzing and Coaching of the Agents
• Responsibilities and Assignments handled:
• Managing a Team of 10 Customer Care Executive and Responsible for their Performance, growth and assessment
• Resolved customer queries, complaints, & mortgage related concerns
• Handled 30 & 60 day delinquent accounts as well as Escalated Calls
• Monitored calls and prepared individual feedback reports for the New CREs
• Recommended & Implemented Quality Improvements in call tracking and call recording
• Managed the creation of an employee group to promote Social Responsibility.

• Assignments handled:
• Awarded for the highest quality and quantity, Sales presentations on regional level