Gobinda Khanal

Managed Operations such as voice, chat and email programs · Maintained relationships with Team Leaders, Quality Specialists and Process Trainers · Implemented processes such as call handling process, email process and quality process · Designing & implementing procedures for daily operations and internal reporting systems for monitoring quality · Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency · Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as te measures to maximize customer satisfaction levelwell as implement new process & procedure changes · Monitoring overall functioning of processes, identifying improvement areas and implementing available solutions · Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client · Creating & implementing workflows to facilitate structured support in all areas and issues · Supervising process improvement initiatives through system changes, process re alignment/ redefining & efficiency management · Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing Customer Experience while optimizing costs · Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs & CTQ’s and work processes and thus managing cost-effective operations · Participated in internal audits, reported non-conformances, identified root causes and implemented corrective actions; ensured strict adherence to quality standards · Led a project a team of 70 associates, thereby ensuring optimum performance; curenly managind a team of 40 members · Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members · Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards · Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels · Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency · Adhering to leave policy and ensuring the same