Ravi Shankar

Conducted quality audits on voice calls and non-voice interactions (emails) to assess accuracy, compliance, tone, and overall customer experience.

Provided constructive feedback and one-on-one coaching sessions to agents to improve communication, process adherence, and customer satisfaction.

Collaborated with team leaders, trainers, and operations to drive continuous improvement in performance metrics like CSAT, FCR, AHT, and accuracy.

Performed Root Cause Analysis (RCA) on repeated quality errors and escalations, and worked with training/ops to implement corrective measures.

Led Bottom Quartile (BQ) agent management, identifying underperformers, designing customized improvement plans, and driving measurable gains.

Conducted Training Needs Identification (TNI) based on audit trends, agent performance gaps, and RCA findings; collaborated with the training team to implement refresher modules.

• Lead Generation & Prospecting:
  Identify and pursue new business opportunities in the areas of company registration, trademarks, and related corporate legal services.
  Research industry trends, competitors, and potential client needs.
• Client Engagement:
  Contact potential clients via cold calling, emails, LinkedIn, networking events, etc.
  Understand client requirements and provide information on relevant legal services.
• Sales & Conversion:
  Explain the firm's services, packages, and processes related to business incorporation and intellectual property (IP) protection.
  Provide quotations, follow up with leads, and convert prospects into clients.
• Relationship Management:
  Maintain strong relationships with existing clients to generate referrals and repeat business.
  Provide after-sales support and ensure client satisfaction.
• Coordination with Legal Team:
  Work closely with internal legal and documentation teams to ensure smooth onboarding and delivery of services.
  Track progress of ongoing cases and update clients accordingly.
• Reporting:
  Maintain CRM records, prepare weekly sales reports, and share performance updates with management.