Rahul Chhaya

- Promoted to AVP and initiated a pilot project named 'Pullback'

- Pullback department is created to revoke (pull back) the Non-Renewed clients (Expired Subscriptions)

- Define SOP's and responsible for end to end development of the project progress

- Goal is to achieve 5% Monthly Conversion Rate % to begin with

- Maintain and improve C-Sat at the desired level of 85/10/5 through effective customer service management skills (85% C-Sat & 70% Retention)

- Designing marketing and promotional strategies to boost Retention (Emails & WhatsApp Campaigns)

- YoY Plan to build customer base and strengthen company valuations

- Identify opportunities and suggest actions to build long term client relationship (Client Retention)

- Define actions and derive strategies to maximize business opportunities from existing clients

- Create/Maintain daily MIS Report to draw ‘Trend Analysis’ showing process/product growth and derive measures to achieve the desired company goals

- Create motivational environment for the team members through employee engagement activities like R&R / Focus Hours / Contests to drive performance

- Share ideas/thoughts and best practices to overcome process gaps and facilitate improvement

- Develop and deliver KPI's in line with the prescribed targets

- Retain existing clients and facilitate hassle-free subscription Renewals through our products offerings in line with their investment goals

- Set objectives and identify outliers in respective functional area of the operations and create an action plan for people and process improvement

- Monitor compliance and consistently meet regulatory standards through effective governance and control systems

- Effective transition of additional work/knowledge and creating SOP's for future references

- Come up with thoughts, opinions, new ideas and best practices to maximize client satisfaction and Renewals

- Prioritize and organize work on a daily basis according to business priorities

- Establish good relations and achieve high level of satisfactions with internal/external stakeholders by managing their expectation with end to end servicing

- Data collation & analysis to identify performance issues

- Maintain team performance reports for the team for weekly/monthly reviews with the management group

- Reconcile data into meaningful information through analysis and derive trends

- Liaison with multiple departments to obtain specific data and resolve discrepancies

- Derive actions and strategies to consistently maintain the Retention Rate % at the expected standards by renewing the subscribers before expiry (80% Conversion)

- Deliver Daily productivity and Conversion goal as per the business requirements (KPI)

• Heading Online/Electronic Channel for 'Motor & Health Insurance’ (New On-boarding & Renewals)

• Accountable to generate revenue from Inbound & Outbound queues (Span of Control: 150 to 170)

• Maintain/Build Retention Rate% above the expected standards (75%)

• Establish strategies to generate new business prospects by building cross-selling and upselling opportunities

• Build ‘Customer Relationship’ through effective conversations and by offering hassle-free online renewal service

• Analyze ‘Call Sampling/Audits’ to identify individual strengths and areas of improvement which will further help to improve retention%

• Conduct ‘Call Calibration’ sessions to be in sync with the quality standards of the process requirements

• Create/Maintain daily MIS Report to draw ‘Trend Analysis’ showing process/product growth and derive measures to achieve the desired company goals

• Create motivational environment for the team members through employee engagement activities like R&R / Focus Hours / Contests to drive performance

• Share ideas/thoughts and best practices to overcome process gaps and facilitate improvement

• Develop and deliver KPI's in line with the prescribed targets

• Provide direction and guidance to the team on a day to day basis

• Regular communication with team members through weekly 1 on 1 meetings and team briefings

• Identify outliers and create an action plan for people and process improvement

• Design and revise process ‘Incentive Structure’ on timely manner

• Monitor compliance and consistently meet regulatory standards through effective governance and control systems

• Effective transition of additional work/knowledge and creating SOP's for future references

• Create frame-work and career plan for associates after assessing their career potential capabilities

• Leading a group of 30 to 35 Sale & Service advisors serving new and existing clients across United States of America / United Kingdom / Canada / Australia / Ireland.

• Ensure individual team members addresses general servicing queries and fulfill technical needs of the customers effectively

• Coach team members to establish prospect business opportunities for the organization and create a need to extend current service plans through effective conversations with existing clients

• Managing multiple outbound sub-functions of customer service project (Customer Retention Team) as mentioned below;

1. Scheduled Callback (SCB)

2. Claims Management (Retention)

3. Email Response Team (ERT)

4. Chat/Web Support

5. Post Sales Follow-up

6. Customer Engagement

• Serves as a Subject Matter Expert (SME) and first point of escalation for procedural and technical issues/escalations

• Manage multi sub-process groups based on the operational structure of the project

• Support and drive high quality output work through motivation and a positive environment

• Share daily news and creating awareness on the production floor about latest technological releases/updates in worldwide IT sector

• Random call listening and feedback sessions to facilitate quality and productivity improvement

• Design and modify 'Email Templates' on a timely manner to ensure specific, precise and relevant responses to client's queries/concerns on email to enhance customer conversations

• Maintain and analyze daily TAT/OTD reports to identify and overcome process gaps and challenges

• Ensures individuals and the team meet their performance goals

• Provide direction and guidance to the team on a day to day basis

• Set objectives for direct reports and conduct regular appraisals

• Identify outliers in respective functional area of the operations and create an action plan for people and process improvement

• Effectively transition of additional work/knowledge and creating SOP's for future references

• Share thoughts, opinions, new ideas and best practices to maximize client satisfaction and minimize complaints

• Handling a group of 25 to 30 executives aligned to perform background verification checks (BGC) on Employment, Education and Criminal records of our company clients/partners based in United States of America and Canada

• Daily team huddle to share process updates and setting challenging goals to meet the daily desired SLA’s

• Prioritize and organize work on a daily basis according to business priorities

• Manage resources efficiently through peaks and troughs in the business cycle

• Facilitate smooth knowledge transfer within the team via well documented and updated training materials

• Manage and delegate work fairly and effectively within the team

• Keep all stakeholders updated with the progress of every assignment/task handled

• Identify and develop leadership qualities in individuals and groom them for the next level

• Manage attrition and absenteeism in the team

• Establish good relations and achieve high level of satisfactions with internal/external stakeholders by managing their expectation with end to end servicing

• Allocation & distribution of file volume within the team members for successful completion of daily desired volume expected by the clients & prevent backlog state

• Publishing hourly performance tracker to the management team to check the progress during the day

• Interface with clients to maintain efficiency level consistently by controlling client complaints

• Weekly one on one sessions with the team members to share on-call feedback about improving client interaction and experience

• Monthly personal discussion with individual team members to analyse their overall progress (career, personal and performance attributes)

• Maintaining daily TAT & OTD reports to measure efficiency & accuracy of the completed verifications

• Conducting weekly one on one session with the team members to identify outliers, minimize the errors occurred & maximize accuracy while processing verifications

• Preparing a coaching plan for bottom quartile advisors on a weekly basis

• Attending weekly calibration sessions with the Quality team to identify the trends (focus areas) & derive targets based on the areas of opportunity with definite action points

· Responsible for managing a team of Retail Banking Customer Relations Telephony Officers RBCR-TO) catering basic banking requirements of Barclays Bank clients based in UK over the phone and make banking easier (Barclays Central Telephony)

· Coaching and mentoring team members to achieve customer (CES) & commercial goals by driving sales through service

· Side by Side & remote call monitoring with regular and timely feedback to facilitate performance improvement

· Identify and notify errors pro-actively to the relevant authorities and take corrective action immediately

· Conducting weekly one on one session with individual team members to set career and performance goals & draw actions to achieve them comprehensively

· Managing customer expectations and handling escalations effectively

· Conducting daily Buzz sessions with the team to provide process updates & setting challenging goals for the day to meet SLA requirements

· Sharing best practices, Conducting Role Plays, Moment of Truth (MOT) & Show and Tell sessions with the team and leading by example

· Creating healthy & competitive environment for the team through effective motivation and encouragement to drive performance

· Attending call calibration & call leveling sessions with Clients, Management and Quality team to identify key areas of improvement to focus upon

· Data collation & analysis to identify performance issues

· Maintain team performance reports for the team for weekly/monthly reviews with the management group

· Reconcile data into meaningful information through analysis and derive trends

· Liaison with multiple departments to obtain specific data and resolve discrepancies

· Perform other related duties or ad hoc projects within the scope of responsibilities

• Listened to customer details and offered matching solutions to meet wide range of requirements.
• Responded to in-person and telephone requests for information about company offerings.
• Demonstrated features, answered questions and offered solutions.
• Organized sales paperwork, presented proposals and finalized contracts.
• Increased sales by offering advice on purchases and promoting additional products.
• Executed direct sales from manufacturers to customers to improve profitability within retail environment.