SHREYA BELLUR

• Managing a team of 15 agents working for customer service for a Car rental company in Dubai.
• Managing refunds and retention and 2nd level escalation calls.
• Handling Refunds team, Service & Maintenance team, Emails team and Documentation team.
• Applied effective time management techniques to meet tight deadlines.
• Passionate about learning and committed to continual improvement.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Proven ability to learn quickly and adapt to new situations.
• Preparing weekly and monthly performance reports of the team.
• Call evaluation and feedback for the agents.

Freedom From Diabetes Pvt. Ltd., Pune
As Operation Cluster Head, following are my responsibilities:-

• Recruit, select, train, assign, schedule, coach, counsel, and discipline employees Communicate job expectations; planning, monitoring, appraising, and reviewing job contributions.
• Plan and review compensation actions; enforcing policies and procedures Contribute operations information and
  recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer- service standards; resolve problems; complete audits; identify trends.
• Forecast requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions.
  Analyze and improve organizational process and workflow, employee and space requirements, and implement changes as and when required.
• Handling Grievance cell and optimizing the retention uptrend.
  Accomplish operations and organization mission by completing related results as needed.
• Vendor management-Introducing and managing relationships with key vendors and Track vendor pricing, rebates, and service levels.
• Review and approve all operational invoices and ensure they are submitted for payment.
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints/escalations.
• Work closely with COO and management team to set and/or implement policies, procedures, and systems and to follow through with implementation.
• Communicate all operating policies and/or issues at department meetings.

• Co-ordination with HR team in procurement and induction.
  Interact with customers to identify business needs and requirements.
• Work with Operations Cluster Head in managing project team and operations team to develop and implement application programs.
• Ensure that the project team follows best practices and standard operation procedures.
• Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints/escalations
• Update Operations Cluster Head about project status, updates and concerns on daily basis.
  Conduct clients and the interdepartmental meetings on regular basis as per the need. Identify risks and develop mitigation plans and notifying to Operations Cluster Head for discussion and implementation of action required.
• Assist in resolving customer issues and concerns in professional and timely manner.
• Co-ordination with HR team in procurement and induction.
• Monitoring and managing the team to ensure project delivery within allotted budget and timelines
• Reviewing Monitor/team performance and conduct training when needed.

• Introducing new clients and business for the company.
  Developing and sustaining solid relationships with key clients that brings in the most income for the company.
• Addressing and resolving key clients' complaints. Analyze key competitors to respond to competitive threats.
  Conducting economic and demographic research and producing reports to the Operations Head to analyze the market trend.
• Increasing sales and acting as the main point of contact between key clients and internal teams. Supervising the account teams assigned to each key client.
• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals.
• Recommend improvements to increase program operational efficiency and effectiveness.

• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals.
• Documentation and filing
• Recruitments and training
• Tracked collected specimens by initialing, dating and noting times of collection
• Oversaw items in inventory and reordered before supplies diminished
• Prepared blood smears and determined levels of normalcy
• Marketing and Home collections
• Selling Health packages and conducting Health
• Camps
• Handling routine procedure of processing and reporting
• Reagents stock maintains and purchase
• Home collections for tied up Healthcare firms like
• Thyrocare, GD,etc
• Selling Health packages and conducting Health
• Camps for corporate.

• Worked for an Inbound Motor Insurance process.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Initiating the insurance process by taking down the incident details.
• Logged call information and solutions provided into internal database.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.