Prateek Saraswat

• Currently working as a Trainer & QA for the NortonLifelock campaign wherein we are required to:
• Process train the new hire associates as well as cascading the Technical upskill training for the productive employees
• Quality Audits for fatal and customer experience impacting calls and chats
• Evaluate and identify behavior, knowledge and skill attributes that drive customer experience and sales.
• Successfully ran PIP (performance Improvement Plan) collaborating with Quality, Compliance and Operations to help BQ associates to Achieve SLA and enhance Process performance
• Initiated MSV (Minimum Skill Verification) : Assessments throughout process to keep a check on the product and process knowledge.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.

As an AMCC we made sure to: Deliver or Exceed Client Deliverables

• Promoted as a AMCC/Team Leader/Supervisor to ensure that team of productive employees meet the operational deliverables as well as maintain their personal KPI
• Developed strong working relationships with staff, fostering a positive work environment.
• Lead the team of associates to achieve KPI
• Achieve success by motivating the team members via client approved incentives and bonanza'
• Live Monitoring of calls/Chats to make sure they fall within Quality Attributes and Compliance metrics
• Team Huddles and meetings to convey updates

Have worked as a TSE and SME (Subject Matter Expert) for 3 years

• Working on ground level gave the insight of in and out of the process building strong process and product knowledge
• Made sure to deliver required CPA for the day
• Assisted team with customers queries
• Worked as a buffer between the team members and TL to bridge the GAP with respect to questions and process/product knowledge