Satyajit Naik

Process: Matrix

• Responsible for managing end to end operations and overall performance for the span
• A ending weekly and monthly business reviews with clients
• Assisted project excellence team with various projects
• Contributed in generating ideas on process improvement
• Performed various experiments on process improvement
• Site lead on Engagement activities and have consistently delivered 100% coverage across site on various WELLNESS programs for the last 6 months
• Responsible for recruitment and handling interviews for frontline positions
• Deployed a process with 23 HC, 2 leads, 2 SME's & 2 QA's in Manila
• Worked on various projects on process improvement and implementing new ideas at site level.
• Currently working on a project to move from physical device dependency to remotely supported devices to ensure efficiencies and automation opportunities for repetitive agent steps, thereby lowering agent idle time / AHT.
• Work closely with the clients to ensure that they receive the required support of the highest quality and that the service meets the specific needs of the process
• Come up with new ways to measure employee morale and determine methods for improving overall employee satisfaction.

Process: Matrix

• Leading team of 17 agents managing overall performance
• Managing Service Level Agreements and responsible for deliverables
• Developed a loyal and highly satis ed client base through proactive management of customer service strategies
• Daily/Weekly meetings with managers and a ending performance reviews
• Delivered quality performance consistently above target
• A ending weekly & monthly business reviews
• Handling multiple offIine queues
• Career pathing and appraisal discussions based on eligibility & performance
• Coached and groomed agents & SME's on internal promotions (IJP's)
• Awarded for top performance for 3 quarters consecutively in 2021
• Performance rating for last 3 cycles has been 4 and above with recent performance rating at 5.

Process: Accor Hotels

• Site SPOC on call tracker – Providing analysis on missed opportunities A ending weekly client calls on performance & managing real-time targets
• Performed root cause analysis on bottom quartile and various call drivers and metrics.
• Career pathing and appraisal discussions with agents based on performance.

Process: British Telecom

• Handled a team of 18 bottom performing advisors across site
• Handled U-txt reporting for the site
• Adjustments & Waivers lead for the site, ensuring all refunds are appropriate and providing suggestions and feedback accordingly
• Handled appraisal discussions & career pathing for the agents
• Managed team SLA and site adherence on a real-time basis.

Process: British Telecom

• Meetings with managers to improve performance
• Calls with clients to calibrate coaching techniques
• Mentoring and people management was the prime focus
• RCA (Surveys/Repeats): To eradicate failures and to streamline performance
• Career pathing and appraisal discussions with agents based on performance.

Process: British Telecom

• Taking real-time escalations for the team
• Identifying process gaps and helping agents in bridging gaps
• Weekly 1-2-1 discussion with team agents on performance
• Managing sales numbers for the team on a real time basis & meeting targets.

Process: British Telecom

• Handling customer calls related to billing and handling complaints.
• Sharing the weekly repo & updates with the team Maintaining and achieving set minimum target on a daily basis
• Mentoring new agents through sit by's and buddying.

Process: Suntrust Bank

• Outbound calling with US collections process (vehicle & boat loans) Targeting to achieve the highest collection for the month
• Providing payment plans and options to customers
• Overcoming objections and providing a suitable plan to recover payments.

Process: Green Point Mortgage

• Handling inbound calls with queries related to mortgage payments and billing enquiries.
• Handling customer complaints regarding payment installment, ESCROW, interest rate and early payment options.
• Managing real-time stats (LACHT) for team and publishing a daily reports.
• Dealing with loss-mitigation cases and providing best resolution in order to recover mortgage payments.