Robinson Rob

Currently handling the Support Operations Team who provide support for Salesforce and Interactive Intelligence.
Leading, Mentoring, Coaching & Monitoring teams to ensure Efficiency in product knowledge, process operations & meeting individual & group targets.
Managing Team functions like Planning and Performance Management
Interacting with Internal stake holders for Requirement Gathering, Process Mapping and defining Operating Standards
End-to-End Management of Business Processes
Ensuring excellence in Service Delivery to drive Customer Satisfaction
Work with Senior Leadership Team to identify Pain Areas and implement PI Projects to tackle the same
Innovate ways to improve individual / team performance and in turn Improve Process Performance

Monitor team performance on a daily basis.
Provide coaching and feedback whenever necessary.
Quality monitoring using the in-house monitoring system.
Preparing reports for the Quality audits done.
Call Calibration.
Handling escalations and managing the advisors.

Monitor team performance on a daily basis.
Provide coaching and feedback whenever necessary.
Quality monitoring using the in-house monitoring system.
Floor management in the absence of the team leader.
Preparing reports for the Quality audits done.
Call Calibration.

Calling insurance companies situated in U.S to check status of the medical claim,
on behalf of the doctors for the bills.
To achieve the given targets for quality.
To provide training to new employees & to provide floor support.
To do quality checks and monitor calls for the assigned agents.
Preparing reports on a daily basis.

Attending walk in customers, organizing demos and providing technical information of the product.
Solving customer’s queries in order to achieve utmost customer satisfaction.
Taking care of bookings and provide a hassle free delivery of the product.
Telemarketing
Keeping proper record of day-to-day enquiries.
Achieving targets given to us.
Looking after complete front office.
Getting references from customers
Post deliveries follow up with customers to enhance further business relationships.