Nirav Trivedi

Seeking a position where I can constantly learn as an individual and help the customers to resolve their problems using the current experience and leading the team with greater efficiency.

1) Reduce Repeat Contacts:

Analyzed the reasons of repeated contacts, Stream lined the flow of e-mails by mending the defects (improved quality of e-mail response)

Suggested amendments in auto responses and process to avoid multiple contacts

Measured the dip in repeated contacts 

2) Increase accuracy and reduce man hours invested in other activities:

Identified reasons of delay in responses and non meeting of TAT

Prepared a tool/knowledgebase covering major scenarios where time was invested in seeking support

Saved time of FTE and Leads resulting improved quality and FCR 

3) Increase Quality:

Identified reasons of dip in quality scores 

Coached agents and conducted refresher sessions, 

Made modifications in the canned responses 

4) CFG Drive:

Identified reasons of multiple e-mail interaction

Drafted e-mail responses for customer to explain the reason of delay, 

Asked feedback from customer to improve customer service

Shared feedback with clients for process improvement 

5) CSAT: 

Scrubbed cases to identify customer dissatisfaction reason

Identified areas of improvement

Coached agents to avoid repeat errors and improve customer satisfaction