Pradnya Akre

Achievements: 2021

• Quality topper 5 times in year -100 % for Jan, Feb, Aug & Oct.
• Sales lead convert topper for the month of Jan & Sept 29 leads converted.
• Got award for best call March (GMSP Call)
• Supported Buddy program.
• Trained and Coached new joiners.
• Built up rapport with new joiners.
• Assisted new joiners with few sales tips.
• Assumed responsibility for budgeting and tracking expenses.
• Prepared reports by analyzing trends and data.
• Took team members' OJT whenever required.
• Driving sales and up-sales in team.
• Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
• Enforced discipline both on and off-field to lead team with highest personal standards.
• Taught New Joiners in order to build cohesive, structured team.
• Participated in cross-functional team-building activities.
• Helped to keep AHT (Average handling ) of team in green level.
• Shared Galaxy board on monthly basis.
• Helped and coached team on quality parameter and sales.
• Conducted team meeting in absence of supervisor.
• Helped team with sales tips during briefing.

Achievements: 2020

• Bagged Award "Agent of Year" -2020
• Have been supportive to supervisor in process of coaching team members in quality and sales. Handled queries of team. PD taken in absence of supervisor.
• Managing CS Galaxy board (Project given by Manager).
• Handled SME project on floor. MCT chat monitoring done for contact center.
• Handled DM desk effectively and handled escalations skillfully.
• Have been accountable to all tasks given by Duty manager and supervisors as well as Departmental head. Handled Duty Manager Desk in absence of supervisors.
• Assisted team members to improve monthly call quality.
• Have been supportive to team in terms of sharing knowledge.
• Shared my experience through briefing.
• Motivational emails like "Mumbai Meri Jaan" sent to Contact Centre
• Contributed to lead max within team.
• Decision making was associated with handling customer objections.
• Also handled Duty Manager Desk.
• Have implemented appropriate course of action in cases where there was challenging situations with customers or Contact Centre service levels.
• Highly customer centric and have received good amount of customer appreciations. Received best appreciation on the floor; four times in a row.
• Call quality topper (100 % Call quality) for 6 months in a year.
• Have always aimed at exceeding own as well team standards.
• Have Supported & encouraged team members to improve their knowledge and performance.
• Have coached and guided team members about their queries, handled their customer follow ups and encouraged team for improving Rev Gen performance.

Achievements: 2019

• Taken care of Contact Center trainees for 2 years. Handled trainees, coached them, took refreshers, heard calls remotely and done side by side monitoring.
• Kept track of their performance (their leaves, aux report, on time reporting)
• Prepared coaching sheet for trainees.
• Gave feedback to trainees.
• Conducted Performance Dialogue in Supervisor’s absence.
• MCT Chat monitoring done for Contact Center.
• ­­Helped in audit preparation
• Driving sales in team.
• Sales topper for month of December '19 (highest submissions).
• Achieved 111 Sales leads and highest leads qualified.
• Received best appreciation on floor, thrice in a year.
• Mumbai Meri Jaan mailers send on floor monthly (which includes quality toppers, sales toppers and great destinations to visit.
• Handling Customer Service Galaxy Board. Received Super Star award for preparing the galaxy board.
• Handling Duty Manager desk as a backup DM –monitoring service level, pulse, keeping track of calls received, abandoned, tracked scheduled and unscheduled activities. Managed the floor.
• Handled escalations and follow-ups done
• Got many internal and external appreciations.

Achievements: 2018

• Got an award for organizing Janmashtami (For September month)
• Got an award for best GMSP call for August
• Handled trainees, coached them, took refreshers, heard calls remotely and simultaneously handled the projects assigned by Supervisors and Project Managers.
• Done side by side for the team. Monitored service queries, SCM related queries, enquiry and booking calls.
• Coached the agents.
• Gave certain tips on quality and sales Feedback given and prepared coaching sheets.
• Received Best appreciation on the floor.
• Mumbai Meri Jaan mailers send on the floor monthly.
• Handled Customer Service Galaxy Board.
• Handled Duty Manager desk.
• Handled Country Manager escalations and follow-ups done.
• Handed DM desk for 3 days in absence on supervisors.
• Got many internal and external appreciations.
• Handled SCM project on the floor covered more than 75 % team.
• Grade 9 project covered our team and trainees.
• Got 100 % call quality scores frequently.
• Contributed to lead pool contest.

Achievements: 2017

• Handled Duty Manager Desk.
• Handled escalations calls (Sup calls) and follow ups on the floor.
• TDD-SVP approvals done for the team.
• Coaching Team Members.
• Generating Monthly Newsletter “Mumbai Meri Jaan”.
• Handled emails responsible for Duty Manager.
• Handled Outings for Front line department.
• Received appreciations from National Customer Service Manager.

Achievements: 2015-16

• Handling Duty Manager desk.
• Coaching the team members.
• Handling escalations on the floor.
• Handled the team in absence of the supervisor.
• Handled escalations within the team.
• Handled picnics for Key Accounts and Backline team.
• Done TDD SVP audit and approvals for the team.
• Worked with the Customer Service Development team on call modulation and scripts which is approved an uploaded on the CS intranet.
• Motivational emails send on the floor for the Project “Malaamal Weekly”.
• Handled escalation calls on a Sundays & Public Holidays.
• Got internal and external appreciations.
• Helped the new joiners on the floor with e-learning.
• Coordinated for Valentine’s Day Celebration on the floor.
• Assisted in Audit process for Certificate of Excellence preparation.
• Assisted in team activities.
• Helped in adjusting shifts for team members.
• Received XBU vouchers.
• Converted customer escalations to an appreciation.
• Received an appreciation from Mr. Ashutosh Bajpai, DHL Vice President.
• Operations (Feel The Pulse).
• Given briefing to vendors on SCM and Systems.
• Helped to solve conflicts between team member.
• Awarded for a GMSP call.
• Participated in Rangoli Competition.

Achievements: 2014

• Great Call quality winner for Jan 2014 (Wow Call).
• Quality champ for Oct 2014.
• SII Agent of the month Jan 2014 and Feb 2014.

Achievements: 2013

• Quality champ for the 1st quarter 2013.
• Quality champ for Jan 2013
• Sales Agent of Quarter 1 and Sales Agent of Quarter 2 (2013).
• Sales Agent of the month for June 2013, July 2013 and August 2013.
• Great Call quality winner for Dec 2013 (Wow Call).
• Received appreciations from internal and` external customers.
• Organized functions on the floor for Janmastami, Ganesh Utsav, Eid and Friendship day celebrations.

Achievements: 2012

• Quality Champ for the month of Jan 2012, Feb 2012, March 2012, August 2012 and December 2012.

Achievements: 2011

• Received vouchers for highest qualified leads in the 2nd week & 4th week of Nov 2011.
• Received appreciations from internal and external customers.
• Received a Pearl award for the highest appreciations received from the external and internal customers.
• Received 115 appreciations.
• On-Job training (OJT taken for new joiners.
• Photograph on the First Choice desktop frame.
• SII Agent for the month of April 2011
• Highest Sales leads for the month June, August & September 2011
• 1st in Call quality for the month of Feb 2011 and Dec 2011
• 2nd in Call quality for the month of Jan, March, April 2011.

Achievements: 2010.

• Awarded Certificate of BEST EXECUTIVE FOR THE YEAR 2010.
• Photograph on the DHL frame (Focus 2010).
• Received appreciations from internal and external customers.

Achievements: 2009

• 1st in sales lead for the month of March.
• 3rd highest for sales lead in the month of FEB & 5th for sales lead in the month of January.
• January- MSS Topper-1st, sales lead -5th position.
• Feb- MSS Topper-2nd, sales lead-3rd position.
• March-MSS Topper-100% & sales lead topper -1st position for sales leads.
• April-Sales lead topper.
• May-MSS Topper & 2nd for sales lead
• June-MSS Topper -3rd highest & 2nd for sales leads.

Achievements :2008

• Stood 1st in Call Quality in the month of January .
• 2nd in Call quality in the month of October, November & December
• Stood 1st in sales lead in the month of January , April , October, June.
• 2nd in sales lead in the month of February.
• TDD Champ for the month of September.

• Coordinate with clients and international partners.
• Handling customer problems & tele-function.
• Handling Incoming International and Domestic queries.
• Interaction with the branches & operation staff for inbound & outbound
• International shipments.
• Generating reports for above functions.
• Uploading & Downloading of Data (i.e. File Transfer Protocol)
• Interacting with the sales executive for shipment queries & ensuring that shipment reaches destination on time.