Srinivas Erpula

Handling 6 Team Leaders and 40+ Front-end sales executives, training the team on every alternate day about newly launched products and reiterating the old products, Selling Loans, Credit cards & General Insurance and Health Insurance to Metro Wholesale & SPAR walk-in customers, Co-ordinating with officials of Metro Cash & Carry and SPAR Hypermarket. Maintaining team attribution and shrinkage, Preparing Spread sheets and Creating training modules for team for better performance and own learning. Sorting the data and daily reporting to COO& CMO of the Company.

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Training & Monitoring new batches about Product and Process and legal banking & AML. Mentoring for vintage officers about product knowledge. Supporting E-mail and Voice channels when the Queue is huge also cross selling banking products via calls, simultaneously working with command center for System related issues and Working along with Escalation prevention unit to prevent escalations from the customers, Reporting to the Unit Manager.

• Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
• Inbound and Outbound calling, resolving customer complaints via phone, email & Selling products and place customer orders in the system. Identify and escalate issues to supervisors, provide product and service information to customers. Research required information using available resources. Research, identify, and resolve customer complaints using applicable software. Route calls to appropriate resources.
• Documenting all call information according to standard operating procedures. Taking follow up for customer calls where necessary. Recommend potential products or services to management by collecting information. Contribute to team effort by accomplishing related results as needed, building sustainable relationships and trust with customer accounts through open and Interactive communication. Providing accurate, valid and complete information by using the right methods/tools.