PAVAN KUMAR

• On boarding new clients from US and creating workflow as per client requirement.
• Preparing the transition plan to move existing processes from China to the Indian office.
• Ensuring the team delivers tasks within SLA's.
• Sharing daily, weekly and monthly insight reports with clients.
• Preparing training plan for new trainees.
• Ensure team delivers production with good quality.
• Reviewing the root cause analysis for internal and external errors .
• Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.
• Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.
• Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

As part of my role, I have conducted audits on sales team calls and videos to ensure authenticity and create a positive impact on sales performance. By reviewing these interactions, I have been able to provide valuable inputs and insights to the sales team, ultimately leading to an increase in sales revenue.

• During the auditing process, I carefully evaluate sales calls and videos, paying attention to the quality of communication, adherence to sales techniques, and compliance with company policies and guidelines. I assess the effectiveness of the sales pitch, objection handling, and closing techniques used by the sales representatives.

• Based on my findings, I provide detailed feedback and recommendations to the sales team. This feedback may include suggestions for improving sales strategies.

• By consistently auditing sales team calls and videos and sharing impactful inputs, I have contributed to the overall success of the sales department. My focus on continuous improvement and skill development has played a significant role in increasing sales performance and achieving revenue targets.

• Managed all operation issues, malfunctions and faults, using excellent problem-solving abilities to resolve matters promptly.

• Held daily meetings with staff before starting operations to delegate tasks and assign priorities.

• Generated weekly reports to communicate targets and ensure activities were on track to meeting goals.

• Managed hiring process by reviewing CVs, shortlisting, hiring and onboarding. • Developing strategies: Creating and implementing strategies to enhance customer retention and minimize churn rate.

• I have been responsible for preparing data for weekly reviews with the Business Manager, where I present the status of all pending escalation cases and discuss strategies for resolution.

• A crucial aspect of my role has been monitoring aging cases on a daily basis. I promptly identify and highlight these cases to the respective circle head and process head.

• I also take the initiative to identify root causes for escalations and suggest process corrections if necessary, with the aim of improving overall efficiency and customer satisfaction.

• Developing and implementing email handling guidelines and standard operating procedures (SOPs).

• Training and mentoring team members on email etiquette, response time, and problem-solving.

• Supervising a team of email and chat representatives, conducting regular performance reviews, and providing feedback for improvement.

• Conducting team meetings, huddles, and training sessions to share best practices and address challenges.

• As a Team lead, I led a team of customer service representatives and played a key role in driving performance and achieving targets.

• During my tenure as a Team lead, I implemented various strategies to improve team efficiency and customer satisfaction.

• I conducted regular training sessions to enhance the skills and knowledge of team members, resulting in improved productivity.

• In recognition of my contributions and leadership, I received several awards and accolades from the organization. These achievements motivated me to further excel in my role and seek new challenges.