Customer Service Team Leader
Nexdigm
Total years of experience :30 years, 4 Months
Core Competences
Process Management
•Monitoring the overall functioning of processes, identifying improvement areas and implementing measures to maximize customer satisfaction level.
•Identifying capacity limitations, bottlenecks, process problems and bringing about improvements.
•Excellent communication and interpersonal skills coupled with an ability to implement simple solutions to complex problems
Business Correspondence
•Effective email management and etiquette
•Diary management techniques
•Planning effective meetings and making travel arrangements
•Taking minutes/action points at meetings/calls
•Take decisions independently
Operations Management
•Successfully migrated a process from UK
•Meeting targets & goals for the process and maintaining targets
•Adhering to Productivity-Capacity based Turnaround Time (TAT) through time studies and capacity planning
•Undertaking responsibility of removing unnecessary procedures in process for efficient functioning.
•Ensuring uniformity in process understanding at client’s & organization’s end.
•Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
•Preparing MIS reports
•Basic understanding of Capital Market
Quality Assurance
•Improving quality of response to customer issues as per set standards.
•Conducting process reviews to enable strict adherence to process parameters and systems.
•Implementing stringent adherence to set quality standards in SLAs and conducting regular quality audits.
•Identifying problem areas, solution implementation and control processes that have been setup.
Client Servicing
•Identifying improvement areas & implementing measures to maximize customer satisfaction levels & maintain client relationship
•Taking escalations for resolving critical issues and maintaining CTQ delivery & business continuity.
•Interacting with the customer to make sure that areas of concern are worked upon for improved service levels.
Team Management
•Interacting with support functions for staffing & scheduling requirements, providing data for performance Management.
•Managing & monitoring performance of teams, aligning shift roster for efficiency in process operations
•Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity.
Experience Chronicle
Worked for a hybrid process of 20 FTEs, mentoring them constantly in order to maintain their productivity and Quality on a daily basis.
•Handled calls from policyholders & Brokers, responding to enquiries, resolving problems and correcting policy errors with regards to their Motor and Household policies.
•Provided quotes and executed online policy changes as per client request.
•Also made out bound calls in regards to collection of default for premium payments.
•Dealt with new quotes for Motor & Household policies and making mid- term amendments on policies and authorizing payments
•Preparing weekly roster for agents as per various shifts.
•Have done audits on live calls and recorded calls for monthly feedback with regards to AHT and quality of calls.
•Chalking out PIP for underperformers in co-ordination with Business HR partner and monitoring the same regularly.
•Was responsible for the Post Issuance Team and Group Business Team which comprised of end-to end processing of Group policies and mortgage policies. Also catered to clients requests for financial or non-financial amendments to their policy.
•Have also handled the New Business and Central Quality Team, ensuring accuracy in Data Entry and Quality of the process and provide sufficient support to ensure smooth functioning of the teams.
•Responsible for training new joinees as Data Entry Operators. Preparing and mentoring them for underwriting exams. Also familiarizing on system usages.
•Recruiting and conducting interviews for data entry positions
•Rolling out new process updates and refreshers training across 3 locations.
•Coordination with clients in Operations and Central Underwriting Team, resolving queries of Data entry and Underwriting of new policies.
•Daily resource utilization bases volumes received and targets set by client.
•Ensure the teams daily RI, individual productivity & utilization are met.
•Responsibility of resolving disputes for errors marked by client.
•Had the authority to underwrite policies and issue with a limit of 15 lakhs (INR) along with authority to underwrite Non-Medical cases with NSAP.
•Did detailed RCA of errors, monitored AHT, productivity and gave feedback to staff
•Responsible for cross-training staffs in different processes.
•Ensuring the process is as per the standards of ISO and Risk requirement
Accomplishments:
•Have received “The Best Process Leader” award in
Responsibilities:
•Respond to telephone inquiries, providing quality service to customers inquiring about their CITIBANK debit and credit card accounts and availability of products
•Providing online support in reconciliation of their various transactions on their accounts.
•Listen attentively to caller needs to ensure a positive customer experience.
•Access electronic and paper cataloging systems to look up product information and availability.
•Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.
•Excel within a service-oriented company, demonstrating a talent for communicating effectively with customers from diverse backgrounds.
•Involved in the preparation of team reports for Quality, Average call handling time, Login hours and Wrap up time
•Conducting Quality checks for the various requests put in by the associates
Accomplishments:
•Best call quality, maintained a rating of 5 throughout and was awarded the best referral award
Responsibilities:
•Handled call with regards to their Health Insurance coverage, status of claims and payments.
•Involved in the preparation of team reports for Quality, Average call handling time, Login hours and Wrap up time.
Accomplishments:
•Maintained low AHT with high quality of customer service due to which was selected as Floor walker
•Hold excellent call taking ability to handle irate customers
Responsibilities:
•Transcribing Medical reports dictated by American Doctors
•Productivity of transcribing minimum 500 lines a day with accuracy of 90% to 95%
Accomplishments:
•Always maintained a good accuracy with high productivity
Responsibilities:
•Co-ordination & assigning of daily tasks for 15 Support Staffs for Hardware & Software issues.
•Maintaining stock of hardware spare, Complaints register & replacement of rejected spares.
•Taking downloads from the internet to keep all the staff up-to date with the current system updates.
•Troubleshooting system issues of clients over the call.
Accomplishments:
•Maintained 100% tally of stocks
•Customer appreciation for resolving their issues over 1 call
Responsibilities:
•Managing the end-to-end processing of Export consignments single-handed.
•Working out the pricing and specifications for different customer for different locations.
•Collection of payments i.e. pre and post shipment.
•Regular visits to factory for product inspection.
•Obtaining minimum order for 12-15 lakhs from National & International customers
•Organizing and managing weekly meetings of the Director & with all HODs of different depts.
•Co-ordinating meeting requests from different department heads and maintaining calendars
•Handling Pre Meeting Requisites, presentations and documentations.
•Preparing & Emailing minutes of the meetings to the participants
•Self-correspondence through mails & phone calls, maintain contacts database, filing system in relation to new business opportunities and external contacts
•To compile correspondence and reports on behalf of the ED & GM
•Responsible for making travel arrangements- Domestic and International.
•Responsible for liasioning with Hotels, Airlines and negotiate better rates and terms with Hotels, Cab Vendors across the country & abroad
•To organize travel arrangement and plan detailed itineraries for Business Trips and client visit
•Organize Conferences with hotel booking for client from all over India.
•To handle ED & MD’s guests and being responsible for their hospitality
•Act as a single point contact for ED, MD and clients
•Establishing and maintaining effective working relationships with staff
Accomplishments:
•Received cash award for highest collection of outstanding payment with reduced costs of communication.
•Was promoted from Commercial Executive to Export Officer due to highest sale for the year
Additional qualification: 1. Computer Proficiency – Well versed with Excel, Word and Power Point 2. Licentiate on Life Insurance