S. Manoj KUMAR

• Implemented effective measures to reduce TAT, developed new procedures and processes to streamline operations, and enhance service efficiency.
• Designing and implementing procedures for operations and internal reporting systems for monitoring quality.
• Collaborated with cross-functional teams, including the Credit Card Verification Team, to implement robust fraud prevention measures and minimize card fraudulent activity.
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time, thereby enhancing efficiency.
• Interacting with clients to review and resolve operational issues, as well as implementing new process and procedural changes.
• Providing a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs and work processes.
• Providing value-added customer service to customers, giving information regarding various services and products offered, and escalating satisfaction levels.
• Steering the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members
• Planning targets, monitoring the team and ensuring achievement of overall targets on a daily, weekly & monthly basis
• Creating & sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development
• · Worked with my reporting Manager to automate reports on Power BI for real time tracking of Revenue, Conversion and Daily Targets.

· Do weekly review with the Team Members on micro level to understand the reason for revenue leakage/low conversion & other metrics.

Take weekly huddle for the agents to share the process & automation details to avoid error & smooth working process

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, resolving concerns, and improving C-SAT and NPS (Net Promoter scores).
• · Managed Calls, production, workflow and distribution, analysing ROI and recommending improvements to streamline processes.
• · Share the EWS on a weekly basis with the ER team to make them aware of the agent’s issues to control the attrition.
• · Identify the agents in the team who requires skill training on a monthly basis if any.
• Quality Control - Monitoring and evaluating the quality of services provided, including cleanliness, punctuality, and in-flight entertainment.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Completed audits and risk assessments to achieve regulatory compliance.
• Resolved complex customer inquiries, disputes, and complaints.
• Conducted performance reviews, providing constructive feedback, and personal development plans.
• Compliance—ensuring the agent adheres to the company policies, relevant regulations, and safety standards while delivering a top-notch customer experience.
• Customer service: Providing exceptional customer service to customers, addressing complaints, and resolving issues promptly and effectively.

• Collaborated in process management for Telus.
• Generated outbound calls to market home phone, internet and TV services.
• Identified customer needs and designed tailored packages.

• Outbound Lead Generation
• B2B Process
• Calling Business Customers to Collect the Renewal Dates For The Gas & Electricity Contract

• Receiving Inbound calls
• Solving Customers query
• Upselling the Packages to the Customers