May 2020
Present
Lead Associate
WNS Global Services
Visakhapatnam, IN
- Lead Team of 25 Members while providing excellence customer service.
- Monitor Team Performance and report on Metrics and sharing hourly reports
- Following up on own tasks and following up cases on behalf of absent members of the team.
- All requests must be responded to within the client agreed SLA.
- All requests must be handled with a minimum 99% accuracy.
- All trackers used to capture information for MIS purposes must be diligently updated at all times.
- Checking the Ops Box and responding to emails / maintaining the workflow.
- Develop QA process and procedures.
- Send the In progress report to team members weekly to do their follow-ups.
- Communicate with Team about their performance by doing internal quality audits.
- Processing all work in terms of the agreed Sow.
May 2018
Present
Sr. Associate
WNS Global Services
Visakhapatnam, IN
- Adaptable to learn new processes, concepts, and skills.
- Resolving customer complaints brought to your attention.
- Solving customer queries through Email and close the case with in the TAT.
- Trained on 13 queues to resolve customer queries.
- Managing a team of representatives offering customer support.
- Planning the training and standardization of service delivery.
Apr 2017
May 2018
Assistant Manager
SFS Technologies
Hyderabad, IN
- Trained Team Members and successful strategies to meet operational and sales Targets.
- Recruiting Sales Mangers.
- Monitored Employee performance and developed improvement plans.
- Processing Loans with All Non Banking financial Company (NBFC) and collected required documents from customers for loan processing.
Education
May 2015
May 2017
MBA/PGDM in Aditya Global Business Scohool
Jntuk
Certifications
2017
A Study on office time management
Millennium software solutions
2016
Employee Job Satisfaction
Thandava co-operative sugar Pvt Ltd
2018
Performance Management
Future retails groups.
Achievements
2020
Collaboration
- I was one of top performer from last 2 years.
- Come up with a new idea of sorting agents in a static manner that improved things.
- Given support to other process (Payment services).
- Been complimented by our Manager and Team.
- Worked as an HR "Spoc".
- Identified a problem and solved it.
- Re-organized Quality accuracy to make it work better.
Hobbies & Interests
-
Cricket
-
Listening to Music
-
Long drive
Languages
English
(Fluent)
Telugu
(Native)
Hindi
(Basic)
Career Aspiration
In the next 3 years, I would like to be recognized as an expert in this sector. This job will for sure provide me with a golden opportunity to do the same I'm excited to take up managerial responsibilities in the coming years. I want to set up realistic goals for myself and also for my organization.
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