Yogesh Deshmukh

• Conducted team member meetings and updated members on best practices and continuing expectations.
• Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
• Discovered training needs and provided coaching.
• Set clear team goals and delegated tasks and set deadlines.

Daily data analysis and shared report to respective client, data uploading.

Real time Monitoring Manage

Hourly basis target vs achievement shared

Daily basis check FTD and MTD performance

Every day feedback shared on APR with agents

Client requirement closed on real time

Weekly basis Data report and analysis shared with stakeholders

Daily basis FTD and MTD tracker

Report :-

Data Analysis report, APR report, Target vs achievement report, Follow-up email, Daily tracker.

• Call Audit 25 Calls
• Sale & BAU call observation shared with clients
• Pre shift briefing
• Call calibration & call listening
• Feedback closure -daily
• Reports - BAU dashboard, Sales dashboard, Hygiene Audit report, TNI to trainer, TNI report shared, Daily activities tracker, Escalation audit, User disconnection, talk time analysis, Fatal call Analysis, Plan of action, BQ report and analysis, Pre shift briefing tracker , Lead Summary report, QA wise Target vs achievement, CAT report, Data analysis report etc
• Monthly agent categorization
• QA Performance
• Data type Report
• Followup Adherence and non adherence tracker

• Every month delivered individual target.
• Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
• Described product and service details to customers to provide information on benefits and advantages
• Handling escalation calls, absence of team leader managing team.

• Provided primary customer support to internal and external customers.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Responded to customer requests for products, services and company information.