Tajaswini Mhadaye

Collaboratively working with all the departments i.e., Sales, Operation, Marketing, Account Payable & Account Receivable for bringing out improvements in respect to Business Revenue, Productivity Enhancement & Customer Satisfaction with the organization. Key Projects Delivered:

• Business Enhancement: - Cost Benefit Analysis, Lost Opportunity Analysis, GAP Analysis, Customer Experience Analysis, Invoicing TAT Analysis
• Vendor Cost Reduction from 53% to 38% – Root cause for high vendor cost was identified using statistical tools & techniques and accordingly solutions on improvement were implemented. (High Impact Revenue Project)
• New Clients Revenue Improvement from 25% to 43% - Cause responsible for lost cases of new clients was identified and accordingly solutions on improvement were implemented. (High Impact Revenue Project)
• Un-wanted leads reduction from 49% to 26% - Factors responsible for the Un-wanted leads floating in through lead sources were identified and accordingly solutions on improvement were implemented. (High Impact Revenue Project)
• Evaluated situations and delivered targeted solutions using various tools and resources.
• Established and maintained relationships with key stakeholders for growth opportunities and successful partnerships.
• Developed complete business plans and operational strategies for new and existing business.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow

• Conducting regular meeting with all the internal functionsfor discussing team performance & updates received.
• Performing analysis of High AHT calls
• Performing RAG analysis & identifying bottom performers
• Focusing on the bottom quartile agents, conducting refresher sessions by this meansimproving their performance.
• Conducting daily dip sticks to check the adherence on the product updates received.
• Conducting weekly briefings for the CCE’s on the process performance.
• Conducting weekly call listening sessionsfor the CCE’s.
• Preparing RCAsfor the customer complaints received.
• Taking corrective actions& preventive actionsto eliminate undesirable situations.
• Hygiene audits of tagging conducted to avoid tagging errors

At the role of Customer Care Executive, I was deployed for generating leads to sales for an outbound sales process.

• Out calling the customer for the generation of Leads
• Handling Customer Complaints calls and ensuring First Call Resolution for the Process
• Coordinating for the status on Lead conversion and ensuring that out calls are made to the customer on the opportunity areas
• Coordinating with Capital first for the status on Lead Conversion and ensuring that outcalls are made to the customer on the opportunity areas