Sujith Rao Gaekwad R

Handling South [ KA - TN ] & MH

• Mentored junior staff members on best practices for project management and team collaboration skills, fostering a supportive work environment.
• Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
• Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
• Improved team efficiency by streamlining processes and implementing innovative management strategies.
• Managing KYC process , Increasing the portfolio of the state , Collection [ < 90 days ]

• Managed renewal process, efficiently closing tickets and handling inbound customer queries.
• Successfully completed adhoc activities in different timescales: within 30 days, between 30 and 60 days, and beyond 60 days.
• Maximized ticket closure efficiency for hourly wise tickets through strategic implementation of senior callbacks, ITO optimization, and Rnrp management.
• Optimized inbound operations resulting in improved metrics including customer satisfaction, response time, and sales conversion rate.

• Managed outbound sales and semi-sales by utilizing chat and call techniques.
• Maximized revenue and enhanced customer experience through successful promotions of products including watches, Tanshiq, and Zoya.
• Became a certified recruiter.

• Handled various outbound processes including consumer durable loans and personal loans
• Enhanced performance in key buckets such as Under Tenure, 30 - 60 DPD, 60 - 90 DPD, and Legal.
• Collaborated with Field team to optimize collection process through on-site visits.

• Developed a comprehensive internal quality dashboard that tracks the performance of agents based on various criteria including day-to-day results, team leader and quality analyst assessments, tenure and category-specific metrics
• Designed a user-friendly external quality dashboard to track daily and weekly scores based on TLs and QAs. Implemented a comprehensive system for measuring tenure and category-specific performance. Monitored agent-level scores along with OJT performance metrics.
• Agent wise ZTP Tracker
• Internal & External based TNI – Improvement inputs for Training Team
• Agent Wise Feedback Tracker along with Aux timings which help operation for agent utilization.
• GAP Trackers “Governess Audits “Like ALD Validation, blank call validation, Wrong Tagging, Polite & Professional.
• Efficacy of the TNI to training team.
• Retention reports related to count of customer are retained at call center.
• Maintain regarding to operation metricslike daily performance report, call center - KPI dashboard report, DND reports

• Developed a comprehensive internal quality dashboard that tracks the performance of agents based on various criteria including day-to-day results, team leader and quality analyst assessments, tenure and category-specific metrics
• Designed a user-friendly external quality dashboard to track daily and weekly scores based on TLs and QAs. Implemented a comprehensive system for measuring tenure and category-specific performance. Monitored agent-level scores along with OJT performance metrics.
• Conducted OJT audits, provided feedback, and certified new training batches.