Rai Bharath Kanna
Hyderabad
Summary
Talented POD Specialist (TL), with progressive advancement in Operation's & customer service. Focused on driving employee performance achieving team goals and team KPI's and awarded as outstanding performer of the month for 4 times and got 1 Extra Miler Award , Best POD (TL) Award & Best Team Award in my current role
Overview
8
8
years of professional experience
Work History
POD SPECIALIST (TL)
REGALIX (A Marketstar company)
Hyderabad
08.2021 - 03.2024
- Driving the team to achieve the set KPI Targets - Performance, Productivity, and Hygiene.
- Customer Relationship Management, CSAT.
- Managing the team of 16 agents.
- Motivate team members.
- Issue and escalation management and resolution.
- New process innovations and continuous improvement.
- Talent Acquisition, to ensure the staffing numbers are met, for smooth functioning of the delivery.
- Drive governance calls with customers and senior management to apprise the overall status of the engagements.
- Driving team numbers, shrinkage, and attrition level.
- Making sure all teammates reach their individual KPIs.
- Team break management.
SENIOR PROCESS ASSOCIATE (Collections)
SYNCHRONY FINANCIAL
Hyderabad
09.2018 - 08.2019
- Identifying correct card holder by verifying Finding the reason why card holder couldn't taken care of payment's and collecting payments on call using negotiation skill's
- Provide splendid customer service to customers in a friendly and courteous manner all-time
- Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
- Ensure that all the bank's policies and procedures, code of conduct and regulatory guide lines are strictly complied with in the process of discharging duties
- Ensure that customers' confidential information is properly protected and only used for official purposes.
SENIOR ANALYST
TCS
Hyderabad
01.2017 - 07.2018
- Played a Role of a dedicated case manager for TELSTRA
- Daily activity receiving calls and making outbound for dedicated customer's
- Sending Email's and SMS to Telstra customers (As per customer's preferred mode of contact)
- Talking to NBN (National broad band net work team) for customer connectivity
- End to End ownership of being a case manager for customer connectivity
- Assisted Elderly customers
- Sending attendance updates to WFM team for respected team members
- Initially it was a part of the Inbound team to give good customer satisfaction
- Got an award from the NPS across the floor
- Training the New bees and assisting them to understand the Process Better
- Gave an outstanding contribution to the organization and recognized as a star performer for the month of October 2017.
PROCESS ASSOCIATE
GENPACT
Hyderabad
10.2015 - 12.2016
- Provide splendid customer service to customers in a friendly and courteous manner at all times
- Have sufficient knowledge about the banking products and services
- Improve customers' banking experience with the bank by ensuring that the customers are attended to promptly and all the challenges are resolved without delay
- Ensure that all the bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
- Provide information to customers on their account status and account balances
- Open new bank accounts according to laid down rules and guidelines
- Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
- Establish and promote cordial relationships with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
- Ensure that customers' confidential information is properly protected and only used for official purposes
- Be involved in performing some financial related and marketing transactions
- Channel complex customer complaints and challenges to the right quarters for effective resolution.
Education
Bachelor of Technology {B.Tech} - EEE
Vivekananda Institute of Engineering And Technology
Hyderabad01.2014
Skills
- Leadership Skills
- Business Process Improvement and Development
- Excellent listener
- Friendly, courteous, and service oriented
- Poised under pressure
- Staff Training & Coaching
- Solid written and verbal communicator
- Quality Assurance
Languages
- English - Native or Bilingual
- Hindi - Intermediate
- Telugu - Fluent
Disclaimer
I hereby solemnly declare that all the above particulars of information are true and complete to the best of my knowledge and belief, and I bear complete responsibility for the correctness of the above mentioned particulars.
Timeline
POD SPECIALIST (TL)
REGALIX (A Marketstar company)
08.2021 - 03.2024
SENIOR PROCESS ASSOCIATE (Collections)
SYNCHRONY FINANCIAL
09.2018 - 08.2019
SENIOR ANALYST
TCS
01.2017 - 07.2018
PROCESS ASSOCIATE
GENPACT
10.2015 - 12.2016
Bachelor of Technology {B.Tech} - EEE
Vivekananda Institute of Engineering And Technology
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