SOWBARNIKA KUMARA RAJA

• Collaborated with team members to achieve target results.
• Managed complaints with calm, clear communication and problem-solving.
• Maintained clean, safe working environments to eliminate accident risks.
• Achieved service time and quality targets.
• Identified issues, analysed information and provided solutions to problems.
• Picked up additional tasks to aid team success.
• Enhanced working relationships by participating in team-building activities.
• Trained and mentored employees to maximise team performance.
• Met schedule using excellent planning and coordination skills.
• Prepared range of written communications, documents and reports.
• Promoted safe working environment by implementing regulatory standards, policies and guidelines.

1. Client Calls and Meetings

Before calls or meetings, review all relevant documents and client history to ensure you are well-prepared. Create a detailed agenda to cover all important topics. During the call or meeting, communicate clearly and concisely, and confirm action items and next steps at the end. After the meeting, follow up by sending summary emails or minutes to all participants to confirm understanding and track progress.

2. Training the Team

Begin by identifying any skills or knowledge gaps within your team. Tailor your training sessions to address these specific areas. Develop or source training materials that are both relevant and engaging, such as presentations, handouts, or interactive sessions. Regularly check in with team members to assess their understanding and resolve any ongoing issues or questions.

3. Assigning Orders and Tasks

Prioritize tasks based on urgency and importance and use project management software to keep track of assignments. Provide clear instructions to ensure each team member understands their tasks and deadlines and supply all necessary information and resources. Regularly review progress and offer support or guidance as needed.

4. Managing Client Emails

Organize client emails using folders or tags for easy retrieval and follow-up. Prioritize emails based on their urgency and importance. Respond to client emails promptly, aiming to reply within a reasonable timeframe. Acknowledge receipt of important emails even if a detailed response will take longer. Maintain a high level of professionalism in all communications, ensuring they are polite, professional, and free of errors.

• The individual prepared actionable data reports for internal
  groups and management staff, increased call success by 95%,
  and corrected substandard performances
  
• They used quality data management systems to track
  performance and collaborated with business users and experts to
  establish technical vision and performance requirements
  
• They developed reports and tools for informed decision-making,
  filled customer needs through listening programs, and developed
  new training material to achieve call center goals and customer
  satisfaction.

• The individual maintained customer service etiquette, recorded
  customer financial status and collection efforts, traced delinquent
  customers to new addresses, contacted insurance companies, and
  notified customers of delinquent accounts
• They negotiated settlements, worked with credit departments,
  updated clients' accounts, and processed payments from debtors
  through various methods, ensuring a beneficial outcome for all
  parties involved.