Pooja Tanna

• Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
• Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
• Enhanced accountability and responsibility for compliance by efficiently allocating tasks such as assessments, mitigation, monitoring and auditing.
• Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices.
• Liaised with risk management, internal audit and employee services departments to direct compliance issues to appropriate channels for investigation and resolution.
• Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
• Created and deployed best practices to improve efficiency and reduce defects.

· Handled a team of 20 employees responsible for lead generation.

· Responsible for lead generation programs and campaigns from concept to backend analysis and uses traditional and new ways to provide a steady pipeline of qualified leads

· Collaboratively work with various internal departments and external vendors.

· Manage day-to-day operations of lead generation to optimize conversions and meet ROI requirements.

· Account Handling.

· Interacting with clients on project progress and ensure they get maximum ROI from the program.

· Liaising with internal departments for process betterment and delivery.

· Handling Escalations, if any.

· Implement strategies for efficiently executing the projects and ensure maximum returns at minimum cost.

· Managing multiple projects/clients.

· Ensure timely and quality service delivery.

· Coaching and Development of the Team Leads and agents.

· Imparting Project specific training to the team.

· Performance Management.

· Capacity Planning.

· Conducting yearly appraisal

• Trained new employees on proper protocols and customer service standards.
• Trained and guided team members to maintain high productivity and performance metrics.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Delegated daily tasks to employees, streamlining daily progress and efficiency.

· Make phone calls for the purpose of building relationships, qualifying the lead, and generating interest in our client ́s products.

· Provide feedback identifying call trends and prospect needs; identify ways to improve the current process.

· Track calls, follow-up calls required, scheduled call backs, and call transfers through computer system.

· Meet goals relating to productivity, number of calls made, contacts, and leads qualified.

• Performed cold-calling and follow-ups with leads to secure new revenue.
• Cold called perspective customers to determine product or service needs, ascertain timelines, and identify decision-makers.

· Assisting users in resolving issues relating to POTS, Internet, Leased lines, ISDN. Resolving issues related with internet access of the users. Helping users with billing and connectivity issues. Helping user with their email issue.

· Actively taking part in Training and Process Update discussions.

· Compatible in team environment and also to work well independently.

· Ability to work in a high volume environment and meet service level agreement (SLA).

· Top 10 performer

• Listened to customers' questions and concerns to provide answers or responses.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Defused customer concerns with exceptional conflict and problem resolution skills.
• Supervised customer service metric requirements for each team member.