Vodafone Hutchison Australia
Total years of experience :12 years, 5 Months
Vodafone Hutchison Australia
2012 - Till Date
2005 - 2012
Hutchison 3 Global Services.
Team Coach (Knowledge Coach)
• Team Handling.
• Canvas Monitoring For Handling Call Queue Situation and Maintaining Departmental SL.
• Creating reports on call taken by agents and calls tagged.
• Handling Escalated Calls related to customer disputes.
• One to One Session with New & Existing Advisors.
• Briefing Team on Daily Briefs and Updates
• Training New Team Members & New Hired Trainees.
• Coaching Transition Team & Call Listening.
• Creating Faults & Follow-ups to other departments.
• Creating Knowledge Base for the team called Decision Tree.
J.P.Morgan Chase. 2003 - 2005
Customer Service Executive.
• Credit Card Billing Queries & Disputes
• Upselling Card Member Programs & Benefits
• Offering add-on cards for other members of family
• Payment Collection & Balance Transfers.
• Floor walking for transition teams.
OCWEN Financial Solutions Pvt. Ltd. 2002 - 2003
Customer Service Executive
• Mortgage Servicing
• Payment Collection