Experience

Ximim

• United States
• Advertising Services
• 700 & Above Employee

• Customer Service Manager

  • Apr 2016 - Nov 2019

  Hyderabad Area, India Roles and Responsibilities: ● As a Customer Success Manager nurtured a division of “High Performing Agents” and built a team of experts who would support both India and North America Operating Units simultaneously. Managed a team of 120 agents who address customer queries and provide resolution. ● Remarkable client-side (Global teams, leaders, stakeholders, customers) exposure that has on various occasions, led to progressive business accomplishments. Responsible for achieving high CSAT… Show more Roles and Responsibilities: ● As a Customer Success Manager nurtured a division of “High Performing Agents” and built a team of experts who would support both India and North America Operating Units simultaneously. Managed a team of 120 agents who address customer queries and provide resolution. ● Remarkable client-side (Global teams, leaders, stakeholders, customers) exposure that has on various occasions, led to progressive business accomplishments. Responsible for achieving high CSAT scores for the team. ● Individually contributed to process- development projects towards Efficiency Improvement of Productivity, Quality, Decision accuracy within the function in order to create models that are beneficial to both internal and external customers. ● Prepared and circulated End of Day Report to all Stakeholders which captured the MI, Shrinkage, Head SL, Tail SL, CHT for the day for both North America and India Operating Units. ● Adept at Project Management with good exposure to Project Management Plans, various other facets of Quality Assurance and Process Improvement activities. At times, provided organization level suggestions for enrichment of quality processes. ● Remarkable client-side (Global teams, leaders, stakeholders, customers) exposure that has on various occasions, led to progressive business accomplishments. Responsible for achieving high CSAT scores for the team. ● Instrumental in successful launch of Enhanced Authentication Procedure, Self Help Technology, Wrap Up Simulator Code and Universal Search Navigation. ● Call Calibration Sessions on Leadership Principles, evaluation and regular monitoring of calls led to conversion of Customer Delight Ambassadors from 3% to 12% in the quad. ● Taken over the Charge of Hiring the employees for Amazon (Customer Service Team) and hired ~225 employees in 2017-2018 across multiple sites. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Assistant Manager Quality Assurance – Financial Crime Compliance

  • Oct 2014 - Apr 2016

  Hyderabad, Telangana, India Roles and responsibilities: ● Handled teams of several Operating Units - Australia, UK, UAE, Bahrain, Bermuda, New Zealand, India, Egypt, Jordan, Kuwait, Lebanon and Qatar. ● Educated and counselled the team members on Compliance policies and issues. ● Identification and analysis of Complex issues and setting up standards. ● Manage Organizational Risk and ensure policies and procedures for Compliance are in place. ● Ensure effective utilization of resources through capacity… Show more Roles and responsibilities: ● Handled teams of several Operating Units - Australia, UK, UAE, Bahrain, Bermuda, New Zealand, India, Egypt, Jordan, Kuwait, Lebanon and Qatar. ● Educated and counselled the team members on Compliance policies and issues. ● Identification and analysis of Complex issues and setting up standards. ● Manage Organizational Risk and ensure policies and procedures for Compliance are in place. ● Ensure effective utilization of resources through capacity management. ● Handled several Monitor Interviews and Auditor Interviews conducted by officials from different countries successfully. ● Preparation of all MIs related to Quality and ensuring audit and compliance at all times.

• Assistant Manager Operations &, Complaints, Quality, Training – Fraud Prevention (UK)

  • Apr 2009 - Sep 2014

  Hyderabad, Telangana, India Roles and responsibilities: ● Dealt with Global Teams, Leaders and Stakeholders in order to meet the operations metrics. ● Effectively interacted with business area, Customer Relations and Service Quality Teams based onsite to resolve Fraud Detection Complaints. ● Exhibited exceptional communication and negotiation skills while handling customer escalation and complaints relating to Fraud Prevention globally. ● As Shift- Owner, nil overtime was witnessed due to robust capacity… Show more Roles and responsibilities: ● Dealt with Global Teams, Leaders and Stakeholders in order to meet the operations metrics. ● Effectively interacted with business area, Customer Relations and Service Quality Teams based onsite to resolve Fraud Detection Complaints. ● Exhibited exceptional communication and negotiation skills while handling customer escalation and complaints relating to Fraud Prevention globally. ● As Shift- Owner, nil overtime was witnessed due to robust capacity planning, handled escalations and ensured first-call resolution. ● Conducted in house fresh hire training, ensure accreditation. ● Worked as liaison between L&D and Operations Managers. Dealt with complaints related to fraud detection operations. ● Dealt with credit card and debit card fraud transactions and prevented the bank from fraud losses. ● Identified ‘hotspots’ during audit checks and ensured non-recurrence. Also, suggested process improvement ideas. ● Analysed and prepared inbound tracker to ensure that inbound-calls data is effectively captured and utilised. ● Ensured high penetration of priority queues, thereby, achieving customer obsession. ● Instrumental in supporting internal and external audits to successful completion.

• Call Coach

  • Apr 2008 - Sep 2014

  Hyderabad, Telangana, India Roles and Responsibilities: ● Monitored, evaluated and provided feedback to representatives who score below the benchmark for Operations and quality on customer service calls to maintain quality standards. ● Recommend customized training modules based on identified areas of improvement. ● Ensured that the Call Coaching Rota is maintained and adhered to for optimum schedule utilization. ● Trained CSEs achieved consistently high scores owing to effective call assessment and feedback… Show more Roles and Responsibilities: ● Monitored, evaluated and provided feedback to representatives who score below the benchmark for Operations and quality on customer service calls to maintain quality standards. ● Recommend customized training modules based on identified areas of improvement. ● Ensured that the Call Coaching Rota is maintained and adhered to for optimum schedule utilization. ● Trained CSEs achieved consistently high scores owing to effective call assessment and feedback mechanism. ● Liaised with L&D spearheaded the ‘I DO’ campaign to ensure timely and effective delivery of call coaching feedback. ● Instrumental in achieving high C-SAT scores – 96% customers were happy, 87% complimented on the professionalism and 75% confirmed that the staff communication was clear. ● Ensured team motivation by recognizing top performers on various platforms and providing on the job feedback to associates with improvement areas.

• Process Specialist

  • Sep 2003 - Mar 2008

  Hyderabad, Telangana, India Roles and responsibilities: ● As an In charge of 3 different teams at various levels, ensured that new hires are trained, given hands on experience on process, inbound & outbound telephony and language. ● Prepare and maintain daily and weekly MIS reports, track team’s performance and ensure that all deliverables are within ● Imparted process and communication training to associates at various occasions. ● Employed non-conventional feedback methodologies to ensure effectiveness and… Show more Roles and responsibilities: ● As an In charge of 3 different teams at various levels, ensured that new hires are trained, given hands on experience on process, inbound & outbound telephony and language. ● Prepare and maintain daily and weekly MIS reports, track team’s performance and ensure that all deliverables are within ● Imparted process and communication training to associates at various occasions. ● Employed non-conventional feedback methodologies to ensure effectiveness and get a progressive trend on the associates’ performance. ● Trained associates on working different reports and prepared presentations on procedures for the same.