Shaurya بهاسين

• Spearheading country’s centralized Contact-Centre with a team size of 150+ FTE’s.
• Created and fostered a strong back-end team to support Training, Quality and MIS management.
• Introduced a scorecard based appraisal system.
• 24/7 Fraud monitoring Team for 100% debit & credit card fraud check and vigilance of financial transactions across all channels.
• Catalyst to culture building which facilitates employee’s extraordinary performance.
• Strategize and ensure implementation of initiatives to improve employee engagement across all grades, leading to higher retention and motivation levels.
• Spearheaded a 360 degree process re-engineering project in line with Change Management.
• Responsible for department budget and average cost reduction.
• Managing audits and ensuring standards to be achieved as quality norms set by the organization.

• Envisioned, lead and implemented Unified Desktop (Mini CRM), Workforce optimization and a Dynamic and intelligent IVR.
• Matured the Call-Centre from 30 to 150 seats.
• Setup of Islamic banking & priority Call-Centre with Inbound and Outbound Channel.
• Pioneered a scorecard based Reward & recognition system (Najem Awards)

• Customer Services for SBI cards.
• Pan India S2S & VIC Manager ensuring performance and penetration.
• Managed a special service for premium/priority customers (HNI Group) for enhanced customer experience.
• Responsible for service level assigned to the business with Capacity planning & Floor management.
• Monthly Dashboard Presentations.
• IVR Improvement and penetration results into cost reduction by Rs 4 million per annum.
• Hiring.
• Demand Management Analytics
• Coaching and feedbacks
• Query Resolution and Services
• Designed and managing a special service of collections for an identified customer base.
• Handling a significant team size over 150 FTE’s with 8 direct reports.

Achievements:
• Won Achievers award 4 times in the year 2007 (2 consecutive quarters), 2008 & 2009.
• Communication leader for GeSBI (Customer Services) Pan India. Awarded for improving communication channel within the organization.
• Awarded for designing a specialized sales program that helped in over achieving the targets.
• Pioneered in setup of “Dialer” for Customer Retention & outbound channel (Customer Services, GESBI).
• Involved in the testing of Vision Plus (8.17).
• Transitioned and Leading the pilot project of “Service to Collection”.
• My excellence in work gives me 3 promotions in a span of just 3 years in the current organization.

Project: Capital One; AT&T; Providian financials
• Outbound (Sales, Verifications) and Inbound (Customer Services)
• Voice Coaching to the Agents
• Team Management and Team Briefings
• Maintaining Management Information System
• Call Quality Evaluation, Data analysis and provide feedback to agents
• Handled a sizeable team of 20 DRs.

Achievements:
• Awarded twice as the best Team leader of the month and the best team of the Quarter.
• Achieved the benchmarks of Best Overall team performance and controlled the attrition to zero percent.
• Promoted as a Team leader with an outstanding performance in sales and customer service.
• Maximum number of appreciations from customer as well as from clients.

Project: Citibank Personal & Home Loans
• Credit Check
• Signing of Personal & Home Loans for Citibank