Sr. Project Coordinator
Middle East Insulation LLC
Total years of experience :16 years, 8 Months
• Overseeing and directing Engineers and staff to ensure Projects are completed in a Quality, Timely and Cost effective manner
• Reviewing schedules and cost reports regularly to ensure timely completion and efficient use of resources
• Planning and allocating resources & manpower as per project requirement
• Monitoring job progress continually and devising methods for improving installation rate and effectiveness of staff & workers
• Reviewing periodically that all on-site activities are carried out in strict accordance with the Company’s Loss Control Program
• Coordinating all trade activities to meet the project schedule; reviewing materials and equipment received to ensure compliance with Contract Documents and approved shop drawings
• Preparing weekly & monthly project progress and completion report for higher level management with regard to installation cost and Project allotted cost.
Joined Daksh India as a Customer Care Executive and got two promotions in that company. In the meantime IBM Global Services took over Daksh India. Worked as a Quality Analyst, Compliance and Call Quality for Inbound & outbound Sales for US based Telecommunication giant Sprint.
Job responsibilities:
• To Perform Quality Audits: To Review cases, identify improvement areas of associates and provide relevant feedback.
• Responsible for monitoring and evaluating calls remotely for another center like Oklahoma, Lexington, Manila and Kansas center
• Creating performance reports to showcase the overall quality and productivity level of Agents for the assigned Call Center
• Develop product knowledge of each customer service representative to drive Csat and IR growth
• Quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Responsible for ramp up session of New Hired Team (NHT) teams
• Managing and enhancing performance of new hire associates based on the process essentials.
• Preparing the Daily, Weekly and Monthly target report for the team.
• Analyze defect trends and identify agent and center training opportunities and provided recommendations to management
• Responsible for maintaining and achieving team SLA targets
• Conducting client calibrations
• Attending escalated calls to resolve the issue as per customer satisfaction
• Aligned with Bottom Quartile team
• Providing real time assistance to team members
• Assisting the Associates with Product and Process
• Sharing daily updates among the team
• Responsible for BQ team performance
• Meeting the management target and process SLA
• Sharing performance report with Manager
• Worked as Floor Walker in Chat team
• Working for US based telecommunication giant Sprint
• Target was to resolve the customer query through chat, email, call
• Worked with Tier II Support team
• Ensured Zero escalation for site
• Selected in pilot batch of Chat team
• Focused on Customer Satisfaction and Resolution
• Meeting Company CSAT, IR & FCR Target on monthly basis
Completed Full three years course of Business Management from reputed University (Vinayaka Mission University) of India.
2007 Bachelor of Information Technology, (IGNOU)
