Customer Care Executive
Tech Mahindr
Total des années d'expérience :3 years, 1 Mois
Voice Process (Airtel Process).
•Handling Customer Issue & Resolving Customer Queries, Complaint & Request.
•Providing Appropriate Resolution for Reduce Repeat Calls & for C-Sat/ Internal and External Quality Improvement.
•Taking care of Team members in the absence of Reporting Team Leader
for the same Process (Airtel Process).
•Doing floor Audits for Internal & external Quality improvement.
•Doing Analysis for Repeat reduction, C-Sat improvement & Quality Improvement.
•Taking floor agents & Training agent’s session for better calls and sharing Audits observation which helps them to resolve Customer Issue’s with more efficiency.
•Conducting Call Calibration with Internal Clients & Participating in Call Calibration with External Clients.
•Conducting Activities on floor for floor Associates motivation to perform batter to given Clients Targets
for the same Process (Airtel Process).
•Doing Repeat Analysis and sharing my observation with Ops, Quality & Training team so that they can work on the same.
•Doing C-Sat Analysis for C-Sat Improvement.
•AHT Base line for helping to reduce Floor AHT.
•Doing Short Calls Analysis for reducing short calls on floor.
Experience in Tech Mahindra: -
•30 Months as a Quality Analyst for TATA DoCoMo Process.
•Floor Audits for Internal & External Call Quality improvement.
•Sharing Audits observation with associates for helping them to reduce their mistakes on calls.
•Doing C-Sat Analysis, Repeat Analysis for both improvements.
•Doing Wrong SR audits and sharing observation with floor & Training associates for better resolution from CC side.
•Doing re-audit of External Audits and sharing them audits deviation for External Call Quality improvement.
•Taking participation on daily briefing for better audit result as well escalating necessary changes in briefing points with Clients.
•Organizing Internal Call calibration with Internal Customers and also participating in external Call calibration.
•7 Months as an MIS (WFM) executive for Airtel Process.
•Making Daily Reports Like: SL, Attrition Report, Shrinkage, Upselling, Unique Documentation, C-Sat, Repeat, Late/Short Log-in & Call Return to Queue, Nortel Refresh (Softfone Refresh) etc.
•Making Daily, Weekly, and Monthly MS Access & Macro based MIS Reports.
•Preparing every new Months Temples of MIS Reports.
•To understand requirements, deploy formats, design formats.
•Doing ad-hoc as requirement of Management for critical decision making.
•Making floor Roster & Manpower as per Call Forecast as well maintaining the data as per Daily Changes.
•Making Process Associates PLI & Team Leaders PLI Report on the basis of shared KRA as well providing data to HR for PLI & R&R ceremony.
Experience in EXL Services: -
•Joined EXL Service
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