Program Manager
Knowledge Planet
Total years of experience :18 years, 1 Months
I am the Program Manager for a coaching institute and my role is to manage and run the center .I handle administration, planning and scheduling the classes and exams, answering phone calls, meeting parents/clients face to face, business development.I have been recognised as 'the most organised' program manager amongst 9 other .
Making outbound calls to the members to remind them or alert them about they reaching the maximum capacity on their credit.
Evaluate their credit history (FICO Score; debt to credit ratio and CDSS score) and based on it, advise them why they have maxed out their card.
Advise them what needs to be done to make sure the cards are always good for use.
Receive calls from card members whose cards are disrupted at the point of sale, or for any denied transactions.
Advise them what it means by the nature of the card they hold and explain the criteria of how they can make sure that their cards are never disrupted.
Maintaining the balance between the shareholders and the customers.
Adhere to the SLA’s and the quality guidelines of the process.
Take calls and give the best solution
Identify the needs of the bank customers .
Cross sell the bank products like loans, credit card, savings account home insurance quote according to the customers' needs.
Set up new savings account for them if they agree
Set up or cancel standing orders
Transfer funds from one account to the other within the bank or some other bank
Explain why they are assessed with bank fees and waive them off if eligible
Request new debit cards
Meet the targets set by the company
Job Description from June 2010 to May 2011
The process was related to helping customers with those having any emergency roadside service
Audit calls of the CCE on the soft skills and give one-on-one feedback on a regular basis.
Making reports of the internal and the external audits \[given by the customers\].
Responsible for any escalations and emergencies on the floor.
Supervising the floor and handling any emergency spike calls.
Regular call listening sessions with other centers in the US and give opinions and focus on improvement of customer satisfaction.
2-3 sessions in a week with the reps’ on a regular basis.
Initiate drives on the floor based on festivals and occasions.
Download process updates to the representatives.
Communicate with the higher support level for process improvement.
Make questionnaires for the surveys to be sent to the customers (consumers)
Analyze the surveys data received and make analysis of them and make a report weekly, monthly, quarterly and yearly.
Job Description from Nov 2009 to May 2010
The process was related to helping customers with the billing and accounting of their insurance (car and home)
Taking escalated calls (sup call) from the reps when the customers were not satisfied with their service
Helping them sort out their billings, explain why their premium increased as compared to the previous renewal of their policy
Waive off late fees for paying their bills late
Job Description from Jan 2006 to Nov 2009
Taking inbound calls over the phone and help customers who need help with their insurance billing (car and home)
Explain the reasons why the insurance premium increased as compared to the previous renewal of their policy based on the area they are located
Verify the validity of their insurance to any law and enforcement officer
Taking down details of their car or house for a possible quote
Fax Proof of insurance if requested
Helping them understand what kind of coverage they have, had they been involved in an accident of the car or any natural calamity that could cause damage to their house
Take calls on the phone and give the best resolution to the customers to ensure customer satisfaction.
Give them details of their bank account ( credits and debits)
Convince them to take overdraft
Set up standing orders and make them pay their bills from their bank account
Transfer funds from their account to another accounts within the bank or some other bank
Maintain process related targets.
, Graduated In English Literature