Associate Manager- Operations
Accenture Solutions India Pvt Ltd
مجموع سنوات الخبرة :14 years, 11 أشهر
• As leader of customer care department, my key role was in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service Operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
• Oversaw daily activities and supervised a team of Customer Service Representatives who provided technical support to company’s customers.
• Volunteered to train, groom and supervise 25+ Software Engineers and Customer Service reps
• Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
• I never assume our customers are satisfied with our product, so I do my best to follow up with every customer to receive their valuable feedbacks and suggestions for improvement in firm’s products/services.
• Major Contribution-Introduced Support monitoring model, this model helps in prioritizing work on a daily basis by assigning tickets to the resources equally depending on the category and issue. This concept of support monitor helped in increase of productivity and TAT to decrease per ticket to 58% the ticket resolution Increased with highest of 52% - Appreciated by Snr management and Client for this Improvement.
• Handling Critical/High/Medium Priority incidents escalated from the L1 and L2 Service Desk/Service owner or from partner and managing those incidents through its lifecycle.
• Review & monitor day to day Incident for any Problem, Query, and Request in the SNOW Tool.
• Creating Problem ticket and communicate with technology owners; and facilitate plans of attack to ensure that the team reaches its committed goal of reducing problems in the environment
• Preparing and Sending Updated Notifications for all Major and Critical tickets to all the stake holders
• Lead Fun initiatives within the project for Great Place to work.
• Conducted Continuous Competency Development trainings for Effective Communication for all the Fresher’s who Onboard Accenture
• Service Management presentation for potential client.
• Oversaw day-to-day stake holder relationship with all the super users and field workers collate all the application related issues and ensure quick response with resolution, also ensure that they are aware of any important developments.
• Initiating Conference Bridge with the resolver groups for business-critical issue.
• Facilitate End to End Business Continuity call with client leadership to provide updates on critical issues in the environment.
• Manage escalated customer enquiries / complaint by conducting ongoing analysis of customer service programs and employee performance
• Building strong stakeholder relationships both at practitioner level and at senior level, influencing people with different agendas to adopt new concepts and different ways of working.
• Conduct Key User Training for process and procedure.
• Coordinating with resolver groups for the resolution of the issue.
• Review all outstanding issue in the tacking report.
• Guiding team members to work on cases and keeping them updated with process related changes and updates.
• Update and Prepare Process Documents for current and new projects.
• Review Client Delivery Dash Board for quality check.
• Participate in weekly leadership meeting to provide an update on any business-critical issue reported in given week.
• Tracking and updating Resource Tracker which is used to represent details of Projects, Resources and Management working on Shell TCoE(Count of Projects, Actual & Estimated FTE, Resource count, Metrics on In progress projects)
• HSE PoC, Driving Safety Culture Excellence
• Preparing the Governance Deck and send to onshore lead which talks about overview of projects
• Updating Proficiency Tracker this is the master tracker which represents the Skills and the experience of each currently working resource in the Project:
• Tracking and updating the Monthly Savings Tracker which describes the saving achieved by the project (Prepared after signoff of project) and it is shared with all the key stake holders
• Cost reduction by Resource Reutilization (E2E or Non-Perf Testing)
• Tracking and updating Operational Tracker - This is used to track the Status of each project (Daily Task)
• Weekly Roll off Report - To onshore Manager to represent the resources that are getting rolled off in next 3 months
• Regularly connecting with Manager and Solution Architect for updating Demand and Resource master tracker by updating the actual Count of Projects, Actual & Estimated FTE, Resource count, Metrics on in progress projects
• Monitor the Monthly PWA Report - which is sent to CFM, this represents the Actual Hours for resources for their respective projects. It also includes WBSE, Start & End dates, RFS ID’s, KAS Level and Location.
• Ensure all relevant documents are prepared and signed off before a project commence and close
• Interact with Steering committee team members if there are any change in plan or discrepancy seen.
• Monitor Project Budget and track latest estimates
• Lead the Transition for new won Project travelled to onshore at client location, prepared a detail KT plan and shared with Mobilization and Client team, set up the entire new Global Service Desk Team Recruiting, managing, mentoring and coaching an energetic in-house agile Service Management team
• Lead initiatives comprising 8+ members managing IT service management
• Managed the technical and service relationship between onshore offshore manages, within Global ITIL model.
• Overall delivery lead for the Service Support -Service Incident Management initiatives, status, issues & corrective actions
• Accountable for achieving Service Incident Management KPI's/SLA's by maintaining the consistency turnaround time (TAT) for all the incidents which the team gets
• Own and deliver on Service Improvement plans to improve the quality of service and Service Delivery effectiveness by reducing backlog -Reduce number of missed SLAs and effective communication (First time right).
for Virgin Media Project
•Managed team of 16-18 People:
•Manage Operations from process & measurement standpoint
•Monitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basis
•Conduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.
•Ensure key service center performance indicators are met and assist Operations team with performance summary reports creation
•Assist with scheduling and forecasting of staff to maintain optimal service provided
•Develop reward and recognition programs for teams
•Present current customer issues, trends, and recommended solutions to management
•Manage escalated customer enquiries / complaint
•Grooming team members to move up to the next level by preparing them for the Appraisals.
Perform and documented inbound and outbound telephone collection activity made by Account Representatives/Collectors
•Set up payment arrangements with debtors
•Monitor Skip tracing of accounts as necessary Conduct all collection activity while complying with the Fair Debt Collections Act and all other state and federal collection laws
•Effective phone contact to obtain reasonable payment arrangements Follow-up on the phone and in writing with customers/Debtors regarding payment of outstanding liabilities and negotiate settlements of disputed charges
•Call Monitoring and Feedback, Counseling to the collectors
•Appraisals and providing valued feedback for their yearly performance
•Co-ordination between different departments/areas which require pursuit of excellence
•Issue tracking, Consolidating of daily reports, KPI’s Month end incentive report, Attendance
Handling Inbound and outbound International calls for Insurance renewals and Sales