smita john

Set up and managing Desirepath fzllc which is a bespoke interiors solutions catering to residential requirements.

Directed internal operations to achieve budgeted results and other financial criteria, and to preserve the capital funds invested in the enterprise, P&L management
• Was responsible for maintaining the website with the development team, improvements to improve user experience, overall product, etc.
• Developed and prepared short and long-range plans and budgets based upon broad organization goals and objectives. Assisted the Founder in the development of organization policies and goals that cover operations, personnel, financial performance, and growth of the functions and/or business units mentioned above
• Reviewed and recommended product/ process improvements to support market growth and make recommendations to the top management on revenue trends, growth and expansion
• Set up the helpdesk / customer support service level metrics and ensured that the team constantly met and exceeded targets, set up the rewards and recognition program as well as incentive structure for the team as well as partners.
• Strategically lead and developed an operational management team to enhance performance by setting clear accountable performance measures
• Was responsible for the improvement of NPS (Net Promoter Score) - CSAT (Customer Satisfaction). Used Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the Board/Senior Stakeholder Peers.
• Responsible to define, negotiate and agree the effective utilization of resource in line with service specifications; responsible for resource planning and MI teams to plan the required resource in conjunction with business objectives and service level agreements.
• Managed system development and enhancement projects with a focus on business growth and process improvement across value-chain activities like operations, sales and service
• Co-ordinated with key stakeholders and managed teams of programmers, developers and other specialists, coordinated between in-house and client teams and kept stakeholders informed of progress and milestones. Successfully managed multiple projects with conflicting timelines due to lack of resources and time. Was the key contact and escalation point for all projects

• Managing the Operations team & Partners - This included the daily operational and revenue targets as set by the Business, handle escalations, review management (as submitted on the website) workload management, incentives and appraisals
• Partner management - Reviewing jobs received and allocated, conversions, payments and escalations
• Onboarding and training partners on our systems as well as SLA managements
• Meeting Quarterly and annual Revenue goals as well as setting up new departmental goals as needed
• Setting SOP’s and training for new business verticals and contributing to business development and partner management
• Played a key role in setting up the operations for our first overseas venture in Qatar - which included meeting key partners to start operations in the region

• Manage a team of call center agents (email, voice, social media and chat), escalations, risk and collections agents with on boarding, recruiting, training, goal setting, KPI’s and performance management
• Develop initiatives & incentives to ensure that the team meets and exceeds Global SLA's KPI metrics with a focus on customer quality, product knowledge and internal procedures
• Drive metrics for everything customer service, inbound calls, emails and live chats
• Collect and compile statistical quality data; analyze data to identify areas for improvement in the quality system while
• Implement strategies to determine action plans and Global objectives- focusing on Customer satisfaction survey, customer complaint and feedback management, Risk management etc.
• Provide continuous customer feedback to internal departments to improve editorial, logistics, sales and partnership management processes
• Develop and preserve all company and customer services policies and procedures (globally & locally)
• Accountable for the Ticketing system, CRM system, Risk management system and Call center telephony system
• Liaison with the virtual Global teams to ensure standardization is achieved. standards, trends and new innovations to continually improve business performance

• Manage daily operations of the call center and customer service agents to support the CRM operations for the business
• Capture Customer feedback an customer satisfaction surveys - analyze and communicate the same and recommend enhancements to achieve better customer satisfaction and reduce customer churn
• Evaluate business decisions to ensure they are in the best interest of customers and company goals; Identify issues, provide solutions and report to Senior Management as needed
• Develop and maintain project documentation i.e. project plans, agendas, action item lists and business rules/requirements.
• Conduct best practices reviews to identify areas for improvement and create contingency plans
• Manage and drive the QMS system across the organization; Responsible for the effective implementation and success of the QMS through quality Champions and Continuous improvement initiatives
• Management of the CAFM/ CRM implementation project

Call Center Manager Feb 2011 - Dec 2011
• Manage supervise and coordinate daily activities for the 24 x 7 helpdesk
• Forecast volumes of calls and manpower requirements and maintain call distribution system by configuring the telephone PBX to automatically distribute calls uniformly among customer service representatives
• Manage staffing; Monitor productivity of customer service representatives through call monitoring and job log audit in the CAFM system and generates report. Review PBX data to monitor the length of time customers remain on hold.
• Provide process knowledge floor training, answer queries and recommend corrective services to address customer complaints.
• Monitor and generate daily, weekly and monthly reports, review project performance and highlight any red flags to the relevant Facility managers/ higher management.
• Determine work procedures, prepare work schedules, and expedites workflow. Study and standardizes procedures to improve overall efficiency.
• Manage the sub ordinates and is responsible for overall direction, Co-ordination, planning, assigning and directing work. Attend client meetings and strategize on areas of improvement etc.

Promoted to Manager - Client Relations in Sept 2011

• Establish customer service processes specific to contract reporting and requirements; provide customer service feedback to Facilities Managers via agreed structure
• To continually seek to improve Customer/Client Satisfaction demonstrated through the approved key performance indicators. Maintain and improve current performance levels in a challenging business environment
• Utilize customer service experience to ensure customer expectations are met and exceeded wherever possible
• To provide assistance where required to Facility Managers to ensure optimal service delivery
• Maintain regular contact with client and building occupants by developing permanent, mutually beneficial, business relationships. Be at the forefront of customer relationships in the site/s.
• Establish standardized processes and procedures for Work coordinators across all sites
• To assist FM’s in monitoring work coordinator performance and efficiency
• Resolve customer concerns and escalations in close liaison with site FM’s and staff
• Manage the day to day operations for Dubai Creek Villas (WASL properties)
• Ensure Business Continuity during the handover to Facility Managers
• Responsible for complete mobilization; development and execution of mobilization plans for medium sized contracts

• Manage and coordinate daily activities of 120-160 employees.
• Managed various projects - migration and mobilization - customer service, telesales, banking, facilities management etc. for our clients based in the US, UK, Australia and India.
• Planned, prepare and devise work schedules, according to budgets and workloads.
• Observed and evaluated workers´ performance. Resolved complaints and answered questions of customers regarding services and procedures.
• Prepared, maintained operational reports and records
• Developed improved procedures to meet and exceed customer expectations.
• Developed, and established policies and objectives of functions in accordance with objectives of organization and Interpret company policy to employees and enforces company policy and practices.
• Provide support and assistance to other functions and operating units of the organization.

Process Manager (call center project)
Project II : Emirates Driving Company (EDC) call centre at Abu Dhabi
Project I : Spearheaded the setting up of the Abu Dhabi taxi dispatch centre (for TRANS AD)

• Review current processes and providing alternate solutions to improve the same with the focus area being “Improvement in the overall Customer experience”. Identify and make recommendation for process improvements; Oversee the implementation of organizational policies and procedures
• Worked in conjunction with the RAMCO team for the implementation an ERP system. Provided input from the call centre perspective pertaining to customizations and special functionality of the system
• Responsible for the supervision and management of call center staff - Direct preparation and distribution of written and verbal information to inform employees of benefits, compensation, and personnel policies. Ensured workflow efficiencies, customer service excellence, and quality assurance
• Execute processes for goal setting, coaching, performance evaluation, employee development, pay planning etc. within the centre, working with the HR team, project manager, trainers and Client
• Manage Personnel Issues and motivate direct reports to acquire and retain core skills needed to perform their job roles.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Review call centre statistics to measure staff performance and the need for improvement.
• Manage the HR function in the areas of staffing and training for the call centre and develop methods to improve employment policies, processes, and practices, and recommend changes to management
• Develop customized training programs to meet identified needs. Created all process manuals, training manuals, training schedule etc.
• Design and deliver programs of HR related training e.g. appraisal/ recruitment and selection/ managing poor performance/ Customer Care/ Induction as appropriate.

• Responsible for the outbound process performance and create operations methods to best match the requisites of the project. Manage quarterly / annual performance appraisals for the team as well as the team coach and develop individual learning plans
• Responsible for the team and the centre’s overall operations, handling Clients servicing Transition and steady state Operations. Responsible for all team deliverables on an daily and monthly targets as well as manage the team rosters, shifts, vacations, break schedule etc
• Provide input required for the development of the ‘Quality monitoring form’ to best match the clients’ requirements, meeting clients SLA’s and addressing compliance by implementing a performance improvement plans.
• Conduct team workshops and performance improvement/ process improvement/ new strategies training for the team
• Assisted in managing the delivery of training and development programs. And ensured that statutory training requirements were met.

Responsible for supervision and management of a staff of 60-70 employees
• Developed operations methods to best match the requisites of the project, setting internal and external communication channels and reporting line ups.
• Created a rewards recognition and penalties approach, Dialer management, Client interactions and servicing to bridge gaps and ensure SLA’s are met
• Created a performance driven framework by redesigning internal processes, created a Performance management system as well as an incentive structure to boost productivity and drive efficiency
• Reviewing daily SLA’s and addressing compliance by implementing a performance improvement plans.
• Design and deliver programs of HR related training e.g. appraisal/ appraise/ recruitment and selection/ managing poor performance/ Customer Care/ Induction Where appropriate offer such training external companies for example within Practice based commissioning, Lead on reviewing current mandatory training across the organization.
• Develop the use of alternative learning methods in practice such as coaching, e learning, shadowing to support the workforce development benchmark.
• Manage training and/or Act as facilitator for workshops across the organization where appropriate.
• Use existing Personal Development Plan/appraisal system to inform the commissioning of Training and Development to meet the workforce development plans and local delivery plan.
• Ensured evaluations were conducted on all training and development programs in line with the approved evaluation strategy. Identified training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers.

• Primarily hired as a collections advisor ensuring collections from the delinquent Amex credit card customers for 30/ 60 and 90 days past due customers
• Part of the pilot batch for Accounts security group (ASG group)- handling Fraud and collections for VIP customers
• Responded to customer calls and inquiries
• Collected customer payments as well as updated customer demographics
• Expedited and facilitated the escalation of customer service issues.