Team Leader
Cognizant Technology Solutions
Total years of experience :5 years, 7 Months
Team Size: 19
* Conduct analysis and recommend suitable solutions to real time performance issues.
* Performed regular audit and evaluate the quality of customer services being delivered and issue
periodic reports on the same
* Handle inbound calls and provide one-call resolution to problems reported.
* Have been a part of the management call with business unit.
* Support and assist with service recovery delivery and assist with related decision-making and
communicating plans to minimize disruption to operations.
Subject Matter Expert I
Team Size
* Mentored, motivated and guided team members ensuring optimum performance.
* Achieved
* Assumed full responsibility for completing tax processes for US based customers (Bank)
* Reduced delinquency roll rates and improved cure rates by implementing efficient plans
* Liaise with different departments to improve overall team performance
* Provided on the job training to the new batches
* Sharing knowledge, updates and new learning with peers contributing to the collative growth of the
team
* SPOC for tech issues, ensuring smooth activity from technology perspective
* Auditing the work done by the team members to maintain 100% quality
* Performed Quality control to achieve the goals & target & help the customers with a 100% quality
* Conducted Floor walks (Audits).
* Handled Escalation Calls when junior analyst faced difficulties
* Training all agents on any new updates
* Conducting Team Meetings to improve the Performance of the Team and Quality
* Giving constructive feedback to the Operations on Sales, based on the customer requirements.
* Preparing daily reports based on the Assessment.
* Taking calls to check the quality online (Verification)
* Conducting Team Meetings to improve the Performance of the Team and Quality.
* Live monitoring of the agents calls and five immediate feedbacks.
* Monitoring of sale call based on the Client deliverables to ensure Quality.
* Monitoring the Sale Call and Non Sale call to avoid any misleads on call.
* Promoted to Quality Department to monitor and provide feedback on the agent calls.
* Provided regular tips to the operations team to improve their productivity.
* Accepted the new responsibility within the quality department to help the operations team to meet
the quality criteria on the call.
* As a Quality Facilitator spoke to the customers to know the awareness of the call by the agent.
* As Quality Facilitator always carried a risk of customer cancellation but always managed to confirm
the call as a confirmed sale.
* Was process trained on 3 client’s process and worked on them simultaneously.
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