Juned Hussain

RESPONSIBILITIES:-

•Handled the team of 15 (Level 2) agents, 2 Floor supports and 1 team leader
•Took interviews for Flipkart process as a final assessor (Hired approx 900 candidates)
•Helped & solved the team member’s queries related to office premises / process
•Took interviews of the aspirants / new candidates who are willing to move in other new processes for their promotions
•Supported the team members by giving training on Interpersonal skills and Soft Skills
•Research and development on the ongoing issues according to the Customers
•Meeting with Clients and escalate the process hurdles to the backend team
•Provided refresher sessions to the Managers and Floor Supports about new updates in the process
•Handled Manager’s Escalations and escalations for the floor
•Training to new consultants as well as tenured consultants on the new updates
•Handled attrition &shrinkage of the process
•Managed the floor as well as all supervisors’ roster and attendance planning

HUAWEI - Global Business (TELEPERFORMANCE)

Out bounder and Level 2 Agent)

RESPONSIBILITIES:-

•Took care of escalations and complicated technical cases.
•Gave Floor support related technical issues.
•Managed breaks in the absence of Supervisors.
•Prepared Daily Callback tracker for all agents.
•Managed callback time for pending cases.
•Used to do Optimization of computers through remote sessions (Windows and MAC) for the Customers.
•Handled and solves all technical issue over the calls and remote sessions.
•Helped and supported the customers about various company’s (Systweak) Software.
•Helped and supported new joiners to take necessary steps in troubleshooting.
•Prepared Call Tracker for the work flow.
•Helped Supervisor to prepare Weekly Rosters.
•Helped and supported team member to take correct steps in solving customer issues.
•Research and development on the issue according to the Customers

Pan Rajasthan )

RESPONSIBILITIES:-

•Preparing daily work report and Daily branch report for the branch (Rajasthan)
•Objection handling from client’s end
•Support in development and issue related with software related
•Floor support and prepare report based on analysis and research
•Training of new joiner and evaluating performance weekly and monthly
•Updating information about the clients online
•Handling refund process and support in improvement
•Online verification for the contracts to avoid flaws in the database

Responsible for Daily, Weekly as well as Monthly productivity, inflow payment status, defect rate, agent shift hours, T20 Customers
•Applies wires and checks for PIC payments