Officer Priority Complaints
Etisalat
Total years of experience :25 years, 11 Months
Governance on Complaints for Etisalat services logged via TRA, Media support Channels (*Customer service, Complaint management).
Auditing Multi lingual /Multi Skilled team members supporting Priority Channels like TRA /Media/Social Media complaints (*Benchmarking Transaction Quality Management).
Handling DOP (Devolution of Power) for immediate refunds for Valid billing disputes (*Stakeholder Negotiations, Quality Audit).
Analysing daily complaint trends & organizing Daily briefing with the staff for maintaining these complaints without breaching the section defined SLA (*Complaint management, , Reporting, Analytical Skills, Metoring)
Meetings with other Section SPOC regarding enhancing & clearing the GAPS (*Relationship Management / Support & Service Follow-ups).
Build professional relationships with line managers, in order to provide a committed service (*Stakeholder Negotiations).
Maintain performance and professional development to enhance the overall team performance(*Administrating Operational units).
Provide necessary training /access requirement to the Service recovery team and others as and when required (Process Training/Briefings)
Awareness of process updating if any (*Periodic Knowledge Transfer).
Demonstrate exceptional coaching and team building skills. (*Administrating Operational units).
Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices (*Administrating Operational units).
Update customer information in accordance with appropriate procedures ensuring all employees have access to the status of outstanding customer opportunities, transactions, and problems/issues as required (*Stakeholder Management).
Managing VIP number pool for the Priority complaints (*Service Delivery, Support & Service Follow-ups, Stakeholder Negotiations).
Maintaining High ARPU customer (*Retention ) .
Attending Meeting Behalf of Etisalat To TRA (*Relationship Management / Account Management).
Closely Working with Root cause analysis team for System /Process correction (*Root cause analysis/Complaint Management )
Governance on Complaints for Etisalat Fixed services logged via all complaint Channels (*Administrating Operational units/Customer service, Complaint management).
Governance on Consumer Compliances for Etisalat Proxy Complaints(*Customer service, Complaint management).
Analysing Fixed Consumer Services Complaints & accomplishing mass complaint resolution (Complaint management, Analytical Skills, Metoring)
Analysing daily complaint trends & organizing Daily briefing with the staff for maintaining these complaints without breaching the section defined SLA (*Administrating Operational units/Mentoring).
Managing Outsource Tier 2Fixed team on their day-to-day activities (*Account Management /Administrating Outsourcing Units).
Attending Meeting forTier2 Management for fixed services (*Relationship Management / Account Management).
Maintain performance and professional development to enhance the overall team performance(*Administrating Operational units/People Management).
Supervise the tier2 fixed Service team and is responsible for achieving the company’s targets (*Administrating Operational units).
Performing Real Time Monitoring & Floor Management (*Administrating Operational units/Real time Monitoring/people management).
Working with Quality team in benchmarking transaction (*Benchmarking Transaction Quality Management)
Involved in planning of Projects/UAT’s and Production rollouts (*Project Management /UAT testing)
Managed out of hours support team and provided first call reclusion of escalation(*Administrating Operational units/Outsource Units)
Produce performance reports, analyse & identify areas for improvement in respect to Quality, Service level & AHT (*Call center operations management, Analytical Skills, Metoring)
Analysing the section MTD / Daily performance On Quality Transaction(*Monitoring /Reporting).
Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out, provide regular feedback to team members, and used Micro Level management to maximize the productivity of each individual member (*Call center operations management, People Management, Mentoring).
Motivating &Mentoring Agents to achieve monthly KPI’s (*Call center operations management /people management).
Providing an agreed time and performance based Action Plan to the low performing individuals(*Call center operations management /people management/SWOT Analysis).
Conducting one-to-one sessions for every team member to counsel and motivate them (*Call center operations management /Real time Monitoring/people management).
Training and coaching conducted based on the feedback from quality team (*Quality Audit /Process Training/people management).
Maintaining & Scheduling TL’s & SME’s Roster (*Workforce management /Scheduling /people management).
Maintaining & Scheduling Section team members annual leave (*Workforce management /Scheduling /people management)
Maintaining Adherence coaching’s form for Tier1 teams (*Monitoring /Reporting)
Conduct regular Section briefings to ensure that the team is aware of new products, policies and procedures (*Process Training/people management)..
Managing irritated /unsatisfied customer complaints & finding then permanent fix (*Customer service, Complaint management, Relationship Management).
Updating the Officers /Manager the SL on Hourly basis (*Monitoring /Reporting) .
Generate reports from CMS, CBCM, and CWC on daily basis as per requirement that intend to be escalated to the concerned personals (*Monitoring /Reporting).
Monitoring/Managing call volume and tracking inbound and outbound calls (*Monitoring /Reporting).
Direct involvement in operation key issues and provide the root cause analysis report to management(*Monitoring /Reporting).
Provided support to first Line CSRs in time critical environment(*Customer service, Complaint management).
Analysing Pending complaints and Coordinating with concerned Section for faster solutions (*Monitoring /Reporting)..
Report analysis on Common complaints(*Monitoring /Reporting).
Bi hourly Analysis on call traffic & Notifying the management for further escalation(*Monitoring /Reporting).
Handling Supervisory calls (*Customer service, Complaint management).
Provide second level support and take ownership of the problems not resolved in timely manner(*Customer service, Complaint management).
Coordinate with other departments (Commercial/ e Company customer service/ CMC/ ITSD/ e Company Development / I&eS/ OCS/ UAENIC team/ Data Service/ FRC/ CST/ CT/ OMC) for the problem resolution and to expedite the process. (*Customer service, Complaint management, Relationship Management).
Draft Standard operating procedures for the CPEs (Business One routers/DSL modems/Cable modems /ISDN TA) installed by ETISALAT for tier1 staff (*Process expert /Presentation Application skills) .
Provide technical support for Blackberry BES & BIS all modules. (Tier-2 Support) (*Customer service, Complaint management)
Involved in the evaluation & testing of new services & products before the launch by the ISP Draft technical documents to be faxed to the customers(*Project Management /UAT testing).
Generate reports for Blackberry using EMS Support Suit Application for individual (*Monitoring /Reporting)..
Generate reports from Etisalat Complaint Management System as per requirement to be concerned Section (*Monitoring /Reporting)
Demonstrate high quality, result-driven, prompt and professional overall customer service (*Effective Customer handling).
Troubleshoot Leased Lines, ADSL and HFC networks for residential & Business customers (*Process expert / Application skills)..
Provide quick and effective solutions to customers on technical problems, billing and general enquiries (*listening skills, verbal and written communication skills).
Follow up and escalate customer Service Order inquiry(*listening skills, verbal and written communication skills).
Respond to customer queries with minimum turnaround time(*Customer service, Complaint management, Relationship Management).
Troubleshoot Web hosting services, Email and proxy / DNS related issues(*Process technical expert / Application skills).
Respond to fax complaint, inquiry and grievances from customer (*Customer service, Complaint management, Relationship Management).
Profit focused repair and maintenance of all makes of PC's.
Warrantee repairs of IBM Desktops, Servers and Notebooks.
Assembly of clone PC’s.
Occasional board level electronic repairs.
Provided technical training for IBM Sub dealer sales staff.
Serviced and repair of HP LaserJet, HP DeskJet and Fujitsu Dot matrix printers.
Assistant manager of team dealing with customer escalation and other day to day issues allowing the manager for focus on developing our customer base.
Co-ordinated support team of 12 software engineers ensuring smooth running of all admin related functions, thereby allowing the engineers to focus on profit driven pursuits.
Managed sub-contractors.
Processed all departmental billing.
Scheduling and controlling the engineer’s schedules.
Provided telephonic support for existing customers covering Lotus SmartSuite cc:Mail and Notes, MS Office, Novel Perfect Office and Windows 3.x/MS Dos.
It is the own subsidiary of Wave Technologies in US; also has the highest evaluation partners in Novell Netware & Microsoft products.
Responsibilities
Delivered lectures on Windows 95, Windows NT and Novell Netware 3.12 to corporate clients.
Communicated with clients for developing the techniques of teaching and learning.
2012 Master of Business Administration (Operations Management) Sikkim Manipal University, India.
1999 Bachelor of Science (Physics, Mathematics & Computer Science) Bangalore University, India.