Experience

VAMA App
• India
• Consumer Services
• 1 - 100 Employee
• Customer Service Team Lead

  • Feb 2022 - Present


Aegis Customer Support Services Private Limited

• 500 - 600 Employee

• Team Lead

  • Dec 2017 - Jul 2020

  * Managing the team of 20 employees* Managing the team as per the requirement of process* Meeting my basic KPI's and KRA's provided by process* Maintain work environment Decorum* Agent productivity of team* To ensure Service Level to be met on daily basis* Mentoring and coaching associates to achieve there targets

• Quality Assurance Analyst

  • Nov 2015 - Dec 2017

  * Provide support to Operations team to sustain and meet the Client expectations by doing analysis* Helping process and Operations team in product and process related issues* Repeat and NVA analysis* Auditing calls and sharing intelligence to Operations team to improve Quality of calls for better Customer experience* Handling Client Esclations related to customer satisfaction* Taking realtime calls on customers requirement for the better resolution of Customers queries * Maintaining all the process level issues tracker * Responsible for All NHIP Batches Certification * Responsible for the New updates to be disaminated on real time to all the Operations team* Responsible for Internal and External Calibration on Centre level discussion Show less

• Customer Service Representative

  • Jul 2014 - Nov 2015