Sushrutha Asha

· Managing a team of non-exempt Customer Service representatives, providing coaching on performance, executing select supervisory responsibilities and contributing to the motivation/development of the team through professional leadership.

• Monitoring daily performance of team through Moxie to ensure meeting key performance indicators and service standards

• Review QCAL evaluations from CQMT for accuracy; EOM data validation for QCAL.

• Review VOC dissats for team and provide coaching where required.

· Mentored and coached new hires on process, quality and compliance on VERINT and Powerapp.

· Conducted process upskills and huddles for the aligned portfolio.

· Performed training analysis, administrative duties by following the curriculum & create weekly lesson plans.

· Created and conducted process knowledge assessments for the aligned portfolio through Microsoft Forms & Centrical trainings.

· Partnered with HR, IT, Finance & Operations for smooth transitioning of new hire class towards production floor.

· Supported training projects by creating SOP for new hire team and performed other duties and/or special projects as assigned across Asia Region.

· Trained new hires on process shadowing other trainers and developed skills in virtual presentation and facilitation.

· Handled a team of new hires trained and upskilled them in Process, floor walked virtually to answer their Questions by taking screen share and helping them.

· Reviewed · Helped the new hires ease into the process by helping them with their calls and process with responsibly looking after their metrics like CCT SA and encouraged them in giving VOC’s.

· Sent daily training reports, scheduling weekly review meet's and Roll Out's accordingly.

· Worked as a producer that involves helping new hire batch with IT Orientation System set up, resetting applications access through SIAM.

· Observed and reported any behavior issues to the management.

• Monitor suspicious credit card transactions using fraud early warning system through FDR on Consumer & BRC accounts.

• Review credit cards blocking & unblocking on daily basis with special handling through Workstation & SAS.

· Review & report TNF accounts through Genesys.

• Stayed current with emerging fraud schemes and made recommendations for detection and prevention processes.

• Verification & Approval of new Consumer & BRC applications through Unicorn, Equifax, Innovis, LexisNexis, Edison, Eport & VerID.

•Capture customer feedback & complaints through CCRP.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Reviewed information in customer accounts and made recommendations for new products and services.
• Educated customers about available services, products and bank resources.
• Addressed customer inquiries, requests and complaints with courtesy and professionalism.