Glenscia Amanna

• Recording sales information on a daily for sales agents from all the regions (India-Mumbai, Pune, Delhi, Kochi, Bangalore, Chennai, Middle East- Dubai, Qatar, Ras-Al-Khaimah, Bahrain);
• MIS reports on overall sales for the year to be administered on a daily, weekly and monthly basis.
• Updation of the Minutes of the Meetings (MOM) for each sales executive.
• Granting approval on the MOM cash receipts for the sales executives.
• Maintaining record for cheques received from Middle East offices.
• Preparing incentives for the sales executives.
• Point of contact between the company and its existing and potential markets;

Project Handled: Lean Cadet Certified(First stage of ISO Certification)

•Kaizen project initiated to reduce the overall time scale of the onshore work allocation team.
•Kaizen project initiated to enhance the customer experience by reducing the repeat time scale

Responsibilities as a Support Quality Checker: - British Gas
•Prepare key stroke instruction manuals to get the agents trained.
•Setting targets and KPIs for the agents.
•Responsible for giving ideas as to how to get and acquire more business.
•Setting up strategies to improve the flow of work.
•Ensuring that the client set SLA is always met as per expectation.
•Quality checks for the agents for the actions performed on the cases.
•Escalating new queries and its resolution to the client and getting it approved from them.
•Working on developing new ways and methods to get the work done at a faster pace with the quality not getting hampered (Brainwaves)
•Providing feedback and analyzing agent errors and taking action and performance improvement plan for them.
•Handling FMEA (Failure Mode Effect Analysis) Report which basically is to analyze various operational failure modes and to take corrective measure so as to reduce the risks involved.
•Working on Value Stream Mapping Analysis to reduce the end to end Complaint Handling Time which would enhance the customer’s experience.
•Manage the entire process of Booking in complaints British Gas

•Monitor the performance of the agents; conduct daily, weekly and monthly audits.
•Calibrate the various complexities and updates in the process.
•Keep a constant check on the pattern of work received and delivered.
•Always ensuring the TAT is achieved and SLA is meeting.
•Maintain all process related reports and review them as and when required & Maintaining client knowledge sites & training modules.

Responsibilities as a Senior Customer Service Associate: - British Gas
•To sort the queries of the customers of British Gas.
•To amend the records of the customers using lighthouse/ Columbus and Siebel software’s.
•Solving the general queries of the customers.
•Sorting the cases to the concerned department for follow up.
•Drafting letters for the customers and their representatives.
•Client Calls and all team hurdles.
•TNA Analysis and tracker prepared for client to monitor their performance and have received client appreciation for this.

Responsibilities as a Senior Customer Service Associate: - British Airways
Team 1: INBOUND DEPARTMENT
•Answering queries posted by Executive Club members or by anyone who visit the website ba.com
•Answering queries regarding Mileage, redemption, amending details, ordering for a new Executive Club card or PIN, providing general information on pre-travel issues and answering simple reservation queries.
•Trained on Email Writing with proper grammar.
Team 2: RETRO TRACKING DEPARTMENT
•Trained on the British Airways Executive Club Program and tracking flights to the Executive club members’ account both through online and offline mails.

Trainings Undertaken
•Effective communication skills.
•Telephone Etiquettes
•Positive Attitude
•Team Building
•Total Employee Involvement
•Time management
•People Management
•Fish Philosophy
•Leaders speak
•Coaching & Feedback.
•Basic VSM(Value Stream Mapping)
•FMEA (Failure, Mode, Effect Analysis)

Applications Used
•SAP
•Siebel
•Kana
•Columbus
•Xoserve
•Echoes
•Autocef
•Light House
•KRAKATOA
•PNR
•Oracle Forms (OCD)
•Retrieval of Ticketed Data (RTD)
•BABS (Amadeus)
•Operational activity warehouse (OAW).

Professional Achievements
•Received the Operational Excellence Award for achieving the highest RPH & Quality.
•Received the Operational Excellence Award for the best Brainwave Idea.
•Received the Captain of the Ship award for best Quality Support
•Best contributor for business improvement award.
•Lean Cadet Certified

Worked as Customer Service Executive for the Events Team a