Manager Customer Service
WIBMO Inc
Total years of experience :17 years, 11 Months
Managed day-to-day operations of high-volume call center handling 120, 000 inbound calls per
month; effectively resolved customer questions related to payments and technical glitches,
resulting in improved customer satisfaction and retention rates.
Revamped email workflow through real-time monitoring and automated assignment, resulting in
a 75% decrease in response time to customer emails. Achieved a 92% response rate within 24
hours TAT, enhancing customer satisfaction and retention.
Led the initiative to migrate the entire contact center to an on-premise VDI setup, transforming
100 physical machines into virtual infrastructure, saving 30 lakh and enhancing operational
efficiency by 40%
Analyzed call center metrics, service levels, and performance indicators; identified opportunities
to improve service levels, reduce expenses, and enhance the work environment. Implemented
initiatives that reduced customer support issues by 25% and increased team efficiency by 15%.
Spearheaded the design and implementation of performance scorecards for all contact center
employees, enabling real-time tracking of key metrics and facilitating data-driven coaching to
achieve and exceed the agreed business SLA of 96%.
Orchestrated cross-training initiative for 150+ Member Service Representatives and Call Center
Supervisors, resulting in enhanced team performance, increased first-call resolution rate by
20%, and reduced customer complaints by 15%
Implemented process improvement to shape organizational culture, optimize procedures for
higher efficiency and help company evolve and grow.
Designed and implemented IVR for PayZapp product
Orchestrated end-to-end recruitment process, including sourcing, interviewing, and onboarding,
resulting in 20 new hires joining the team within a 2-month timeframe
Implemented a comprehensive project plan for the PayZapp migration Customer experience
team by coordinating with stakeholders from IT, finance, and operations; and ensured
uninterrupted service for 30, 00, 000+ customers.
Led a dynamic team in efficiently managing the Customer Screening and Account opening
functions for domestic NTB clients, achieving a 30% improvement in turnaround time and a 25%
reduction in manual errors.
Developed and executed comprehensive Quality Check protocols for RBWM accounts, ensuring
adherence to internal controls and reducing errors by 25%, leading to improved customer
satisfaction and trust
Optimized and automated the account opening and conversion workflow for retail customers,
resulting in a 50% decrease in processing time and a 20% increase in operational efficiency,
generating significant cost savings
Supervised an operations team of 35 resources to support operational excellence and excellent
customer service
Managed the daily workforce operations of three sites with teams of four to 10 WFM analysts
each with a focus on efficiency improvements.
Supported call center management with real-time adherence and intraday monitoring.
Tracked and categorized call types during high-volume periods, enabling proactive management
response and facilitating timely process improvements.
Conducted regular audits of abandoned% for all skill sets; identified areas for improvement and
implemented changes in adherence to business standards.
Played a pivotal role in the successful development and implementation of a CRM tool for the
contact center process in Project ONE HSBC achieved a 40% improvement in response time.
Implemented robust contact center infrastructure in Hyderabad and Vishakhapatnam, resulting in
a seamless customer experience.
Orchestrated the implementation of Application profile access for 300+ users across Chennai,
Hyderabad, and Vishakhapatnam Contact Centers using HUB application software; streamlined
access management process and enhanced data security.
Led and coordinated a dynamic team of 15 professionals across multiple locations including
Chennai, Hyderabad, Mumbai, and Vishakhapatnam