Assistant Manager
Y-Axis Overseas Careers
Total years of experience :7 years, 11 Months
ACHIEVEMENTS
•Enhanced customer satisfaction scores from 65% to 80% within a span of 3 months of joining at Y-Axis
•Handled high level escalations and provided appropriate solution to the customers
•Implemented innovative strategies to improve the quality and CSAT (Customer Satisfaction) scores
•Provided critical improvements for Insighto.com which made the application more user friendly and thus, enhanced customer satisfaction
•Participated and represented the company in prestigious events like NASSCOM Product Conclave, TIE ISB CONNECT 2012
•Single handedly organized and set up the feedback collection process at Nasscom Product Conclave 2012
•Setup the entire operational process for Zale Tech and successfully handled the same
•Ranked number one in the first quarter of joining the quality team at Satyam BPO
•Received PAT ON THE BACK recognition for exceptional performance
•Consistently showed traction of 15% average on the scores of the assigned teams at Satyam BPO
SKILL SET
•Exceptional Communication Skills
•Excellent Customer Service
•Customer Support / Management
•Process Improvement
•Training & Development
•Team Building & Management
•People Management
•Cross-functional Communication
•Liaison & Coordination
•Problem Solving / Issue Resolution
•Time Management
Worked on Insighto.com, a world-class online SAAS survey software
•Lead the team in achieving the business goals
•Prepared customized reports for the clients on need basis
•Trained the clients on product, as and when required
•Conducted comparative analysis on major competitors and identified new features and market opportunities to improve the positioning of the company
•Provided support to the clients to enhance their satisfaction levels
•Assist in making business decisions relating to system implementation, modification, maintenance, etc.
•Collaborating with the technical and creative team to plan and implement new product features
•Developing and maintaining business process documentations, which can be used as reference for preparing test cases, training documents etc
Ensured the CSAT target is achieved as per the SLA’s
•Coordinated with the team consistently to ensure TAT (Turn Around Time) is maintained as per the SLA’s
•Handled high level escalations and providing appropriate issue resolution to the customers
•Monitored performance, conducted performance appraisals and handled performance based incentives
•Managed the entire process operations
•Recruited and trained the resume writing team
•Developed quality guidelines for resume writing and streamlining the process
•Conducted weekly team meetings to understand the gaps in the process and preparing action plans
•Liaised with the client on regular basis to maintain a cordial relationship and generate business
Maintained the Quality and CSAT scores for 2 teams (30 CSEs)
•Prepared non - compliance reports and published it to sensitize the areas of concern
•Audited and performed Root Cause Analysis on all the DSAT customer survey calls to prepare action plan
•Tracked the improvement in the CSAT scores after implementation of the action plans
•Trained the associates periodically on the latest updates from the client
•Handled level 2 escalations
•Conducted class room training on the process guidelines for the new hires
•Skill Transfer to the newly hired Quality Analyst
Interacted with the customers and answered their queries
•Meet and exceed customers’ expectations by providing efficient and effective service
•Identified issues and provided inputs to the team on possible solutions and improvements to work
•Facilitated the updation of document procedures, to improve efficiency and consistency