Ravindra Shekhawat

Senior Process Associate

Genpact PVT. LTD.

Jaipur

04.2009 - 04.2022

Client Relationship Support: Bench-marking best practices, reviewing matrices to ensure consistency in quality of client interaction and foster a continuous improvement in service levels. Conducting regular relationship discussion, providing updates
Met month-end reporting objectives and deadlines.
Identified and resolved process issues to drive optimal workflow and business growth.
Identified modifications to processes and procedures that would promote better efficiency.
Manage daily operations activities to prepare legal documentation and verification.
Manage accuracy and follow correct procedures and policy guidelines.
Responsibilities include managing customer queries on emails, calls & chat, SLA management by prioritization of work,
complaint management and process improvement.
Developed standard operating procedures and document workflows to drive current and future processes.
Ensure Service Levels meet the quality standards defined within the SLA (Service Level Agreement).
Sharing weekly/monthly/quarterly service reviews with client/management on operational performance, quality
improvement on emails.
Ensure that Clients are aware of any issues or concerns through effective emails, chats & daily calls.
Complex Deal Handling – Part of Big portfolio documentation to ensure best customer service provided with accuracy.
Effective training plans, procedures and Conduct regular briefings for the team to discuss performance, policies and process updates.
Identifying Training & development needs across the process & ensuring maximum participation.
Engaged team members in various employee engagement programme.
Planning & conducting various fun activities to encourage & motivate advisors across the floor.