Ravindra Yadav

• Develop, document, and implement consistent end to end processes that will enhance the customer experience while reducing financial costs
  • Effectively monitor the work processes relative to the functions in non-voice processes
  • Coordinate workflows, communicate with other departments, and assist employees in their day-to-day duties.
  • Create a high performing team and culture; planning, organizing and prioritizing all work activities to achieve team goals and objectives.
  • Effectively communicate and work with peers and associates
  • Deliver on operational goals as defined

Team Management – Handled a team of 22 representatives and 2 SME’s
Data Analysis – Understanding the CSAT drivers and closing the loop holes
Scheduling & Staffing – Closely worked with WFM team to manage daily login hour project and staffing
Handling escalation cases - Working on complex cases, under pressure with long case history.
Working closely with the Training & Quality team