Customer Service Manager
Mumzworld.com
Total years of experience :16 years, 0 Months
Manage all channels of Customer touchpoints:
o Phone-Call, Support-Tickets, Social Media, Live-Chats, Reviews, Payment Verifications, WhatsApp.
• Handle Team of 20 Customer Service Agents (Frontline + Backend + Live Chat) at Dubai office.
o 1 Team Leader for Front-line and 1 Supervisor for Backend & Live Chat Team.
o In addition: 8 Remote agents spread across in Egypt, Jordan & Philippines.
• Ensure our primary deliverables of Response Ratio
Managed UK-SDS Cluster (Shipping & Delivery Services).
• Lead and manage 20 Customer Service Representatives & 1 SME-Subject Matter Expert.
• Drive Amazon’s Leadership Principles, Policies & the ‘Toward-Culture’
• Conduct Performance management, inter-cluster coordination & quality evaluations.
• Carry out Supervisory responsibilities including training, Team-roster adherence, conflict resolutions.
• Ensure SLA compliance.
• Strive and achieve (PRR) Feedback Score >85%, Shrinkage
Monitor, Track & Enhance performance of 2 Call Centres via Centralized daily reporting at HQ in Dubai Office.
• Conduct extensive training for Emergency Call Centre (100 seats) & C3 - Control and Command Centre Specialists for Lagos-112 in co-ordination with LRU -Lasema Response Unit for Avantgarde Management Services @ Lagos.
• Develop complete infrastructure plan and SOPs for the Training Institute and Waste Management Call Centre for Vision-Scape Sanitation Solutions @ Lagos.
• Built & rolled-out Measurement Metrics.
• Track and analyse C-SAT (Customer Satisfaction) to derive corrective action.
• Handle Quality Team directly and work closely for performance improvement.
• Vendor Management: Huawei, Microsoft & Avaya
• Travel extensively in the MENA region for conducting OJT & driving productivity.
Span of Control: •1- Supervisor & 13 FTEs (CSAs)
•Set-up the Communication Centre department for the entire Reliance Foundation Hospital spread across 3 buildings
•Structure & Design IVRS flow for the Toll-free# 1800-221166 for the hospital, functional 24/7.
•Develop Scripts, FAQz & SOPz for the department.
•Create Cross-functional processes & define stakeholders and their roles/KRAz.
•Hire and train Customer Service professionals to handle calls on Toll-free #
•Conduct training on product, processes & systems.
•Conduct training on Motivation, Professionalism, Handling irate callers, Patient First
•Drive Organizational values and deliver excellence in care & call quality
•Convert enquiries into OPD appointments by identifying and routing the patient’s required treatment to the right Doctor &
Specialty.
•Submit relevant Dashboards & MIS to the Directors & HODs.
Projects:
AMEYO: Rolled out and implemented usage of this Call traffic management software (Dhrishti).
SAP: Complete interface across departments for patient information, OPD appointments etc.
HOTDOT: Web based tool to absorb complaints for house-keeping & Engineering
TTT: Panel member of Train the Trainer program on Communication Framework rolled out across the hospital.
SA: Speech Announcer for mock-drills on various security codes such as Evacuation, Fire, etc
Span of Control: • 2 - Team Leaders, 1 ATL, 2 QA & 1- Sr. Trainer, 1-MIS Desk, 1-C.SAT Desk, 40-FTEs (CSAs)
•Set-up and Revamp Complete Contact Centre Operations
•Develop SOPs & Process protocol to be adhered by Contact Centre & cross-functionally
•Hire-Build-Train Full Team to deliver excellence in Customer Service Experience.
Initiatives & Achievements:
•Implement Performance Tracking & Measurement Matrix through Systems & Process delivery.
•Roll-Out Vici-Dial Systems for handling Calls & Monitoring Quality.
•Complaint Tracker: To Track all Complaints, thereby ensuring closures in 24 hrs with relevant action for non-recurrence.
•New Driver Hand-Holding to get them into groove and getting the business done.
•Roll-Out C-SAT Process to bind customers through a feedback call, next day after the Trip.
•Raise the Cab-Fulfilment Execution Ratio from 30% in Dec'12 to 80% in Feb'13 onwards
•Drive Bookings through all channels of communication: Telephony, Mobile APP, Website, Social Network Platforms
PROJECTS:
•NMS / IDEA IVRS Voice Process for allocating Cab-Bookings to the Drivers directly on their Cell-Phones through
System
•Vici-Dial: Complete Contact Centre Solution for Inbound & Outbound Campaigns compatible with Diallers.
•Handle Kolkata volume through Mumbai and work on upcoming branches Delhi, Pune (visited as auditor) & Hyderabad.
•Constantly upgrading existing indigenously built CRM and automation process of bookings
• Engage Team-OPS, PAN India to maintain collection of Feedback Forms which rose from 35/day to an over-all average of 600/day
• Launched GRS: Guest Relations System. An application that converted all manual work into Systems. (Reservations, bookings, Feedback Forms & Analysis ) http://115.249.48.101/GRS/
• Set-up Guest Relations Call Centre and G-SAT Process with least expensive, but most effective format and processes
• Conducted Corp. Level Training on Customer Service & Email Etiquettes as a part of Training Panel of Organizational Development Team
• Execute Quick-Connect Service: http://rajdhani.co.in/quickConnect.aspx
• Handle generic email id : reachus@mirahhospitality.com
• Drove KRA’s & Talent Development Initiatives
• Drove Loyalty Programs - BOGO, Birthday Offers & C-SAT Process.
• Rose Database to 1.5 lac contactable Numbers & 2000+ Email Ids.
• Won the Best Support Service Department @ HO right in its 1st year of inception.
( www.merucabs.com )
Span of Control: 70 - FTEs, 3-Team Leaders, 3 - Team Coaches, 2-QAs, Engagement & Daily Co-ordination for 2000
Won the very first Best Employee award in Dec'08
•Drive Productivity and Quality, enhancing team performance
•Conduct New-Hire Induction, Lead KRA sessions and Appraisals of team members in co-ordination with the HR
•Conduct Quality Training sessions across branches on Customer Service and Motivation
•Maintain Revenue target and threshold as per SLA and KRAs. Call Centre generated 65-70 % of the revenue for the
•Set up Call Centre at Branches in Hyderabad, Bangalore and Delhi, right from Recruitment to final delivery on live calls
•Lead Staffing & Recruitment to ramp up from 7 to 80 Team Members in 2 yrs.
•MIS: Daily, Weekly and Monthly Reports on Revenue, Agent Performance, Bookings, etc
•Conduct thorough TNA-Training Need Analysis, identify ‘skill' or ‘will' issue & execute POA to improve bottom quartile
•Engage with Operations and HR to reduce complaints and enhance customer experiences.
( www.ups.com )
Span of Control: •20 - FTEs, 1 - Team Leader. Engagement & Daily Co-ordination with Team-Operations & Business
Performance Excellence Award from Region Manager of APAC (Singapore) for the undying effort during Mumbai-
Floods in 2005 to ensure smooth functioning of Courier/Cargo Packages & the Toll-Free #
•Ensure Smooth Functioning of the 1800- #
•Adhere and implement SLAs to meet proper compliance
•Co-ordination with global contacts for shipment resolution right from pick-up till package delivery, spread across more
than 200 countries
•Track & Trace Shipments.
•Refresher training on scripts, skills and product knowledge updates for on board representatives and Concern
Resolution-Group team \[CRG backline\].
•Handle escalated calls & Complaints Resolution
•Quality Analysis through barge-in, recording & On-Job-Supervision
•Drive KRAs & achieve department Targets.
•Regular feature in Weekly Success Stories of the company for Excellence in Customer Service and Resolutions.
Promoted to the position of Supervisor after 1st year of Top Performance as an FTE.
Top-Qualified regularly for incentives as the best performing Supervisor.
•Handle Team of 25 FTEs catering to Queries & Concerns for Eureka Forbes, Samsung, Videocon, Hyundai/Fiat/ Mercedes breakdowns
•Process data of above clients and dispatch to their respective head offices.
•Monitor, analyse and provide feedback for daily, weekly &monthly performance.
•Push Productivity for Performance & Incentives on Telesales.
•Handle Shifts
• Organize host of extracurricular activities to motivate Team.
Bachelor of Commerce
First class
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