Process Manager
Rabia Infotech
Total years of experience :23 years, 9 Months
•Managing process, team, product development & customer relationship.
•Initiating action plans to penetrate new markets after assessment of possibilities.
•Developing training programs & proposal presentations for clients & account executives.
•Mentoring & monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise satisfaction levels.
•Delegating authority and responsibility with accountability ensuring that all account executives meet or exceed all activity standards for prospecting calls, appointments, presentations, proposals and closes.
•Developing relationships within the supporting business units to help resolve issues related to team members queries and differences.
•Making optimum use of the data base & providing ample field appointments for sales staff by marketing team.
•Serving as a point of contact for the clients to make sure that area of concern be worked upon for improved service levels ensuring a high-quality customer experience-CSAT.
Job profile
•Managing all orders received of buyers logging in www.ebay.in (Global Easy Buy) & executing direct purchases through international sellers on www.ebay.com based in U.S.
•Tracking ordered shipments, refunds initiated by buyers, addressing all resolution centre complaints pertaining to the orders, attending community court and responding against the negative /neutral feedback by the buyers, seller rating improvisation, refund on hold etc.
•Monitoring purchaser buyers ids to keep the health of account clean and avoid any unpaid item strikes, seller cancellation cases, double purchases etc.
•Addressing complaints-SNAD (Significantly Not As Described), and INR (Item Not Received) cases, managing buyer satisfaction by timely acknowledging the buyers’ queries.
•Tracking overall performance of team & executives in respect to overall quality performance, productivity, communication, behavioural conduct, rapport etc.
•Maintaining Vendor Management through daily reporting
to the client (EBay) in respect to the process.
Leading & managing a team of 45+executives of Outbound & Telesales processes \[Banking, Financial services and Insurance (BFSI)\] successfully.
•Supervising the team on the floor, handling escalations and resolving concerns and doubts of the team members.
•Identifying, training/coaching needs of the team members and providing assistance on the process and the product, as and when required.
•Tracking overall performance of the team in compliance with COPC (Customer Operations Performance Centre)-2000 Gold Standard Certification parameters. Executing proper POA (plan of action) ensuring all SLA (Service Level Agreement) targets are met & achieved with effectiveness & efficiency.
•Maintaining reports on daily, weekly, monthly productivity, quality and communication.
•Conducting team meetings/reviews on weekly/monthly basis to provide feedback and motivating them to achieve targets. Managing team Performance Management System (PMS) for rewarding good performers.
•Controlling absenteeism (shrinkage) through proper rostering, attendance, leaves & attrition by proper retention.
•Ensuring the professional and ethical conduct of team members & maintaining discipline within team
Leading a team of in-house marketing executives for the promotion of membership/ holiday packages of Kamat Hotels (i) Ltd group.
•Recruiting & training of sales consultants with telemarketing communication skills.
•Conducting daily meetings & team reviews, setting targets & proper execution ensuring desired results.
•Tracking individual performance as well as team through daily/monthly sales report and other required documents.
Managing the complete activity from sourcing to procurement & sales of varieties of solid steel materials.
•Managing the accounts of more than 300 companies like
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