Salman Khan A

Team Size : 20 FTE

• Training and counseling of associates.
• Minimizing the call and webchat escalations through effective coaching, support and handle escalations.
• Handling the escalated issues to resolve regarding member plans.
• Ensuring that the team members obtain the appropriate training and making sure correct procedures are followed and routinely give directions to staff on what to do and how to improve.
• Training end users on proper operating procedures and assists in the training techniques.
• Resolving the operational and interdepartmental problems quickly.
• Identify opportunities to enhance internal processes which promote best practice and lead to overall performance .improvement and organizational efficiency.
• Co-ordinate the activities of the Customer Service team; provide support and advice to team members.
• Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.
• Conduct regular team meetings to communicate goals and objectives.
• Evaluate customer feedback and identify ways to maximise customer satisfaction.
• Ensure that standard operating procedures are documented and maintained.

• Worked on behalf of banks in United States, Called the employers and verify the employment of the employees who has applied for the mortgage loans.
• Also worked for National Flood Insurance program as a process developer which provides insurance to help reduce the socio-economic impact of floods in US.