Experience

EVAluationz India Pvt Ltd
• India
• Human Resources Services
• 1 - 100 Employee
• Assistant Manager

  • Jan 2020 - Present

Macronix Screening Services Pvt Ltd
• India
• IT Services and IT Consulting
• 1 - 100 Employee
• Assistant Manager - Operations

  • Dec 2018 - Jul 2019


cFIRST Background Checks India Private Limited

• India
• Consumer Services

• Assistant Manager - Client Servicing

  • Jun 2008 - Mar 2017

  • Managing team of 5 people, with 02 Senior Exective. • Responsible for complete Client Servicing activities like clients interfacing, escalations and client teams. • Second level point escalation to all the clients in case of any issues/concern or delay in reports (Handling 80 Clients) • Accuracy of Deliverables as per SLA (Service Level Agreement) agreed with the clients. • Build multi-tier relationships to grow business with existing clients • Frequent Initiatives taken like internal audit by setting up the parameters from client perspective, mentoring the team towards the client requirements by identifying new process implication. • Ensure that all client queries relating to operations are resolved appropriately and on timely basis. • Build relationships with new clients • Identify improvement opportunities. • Key role in agreement of SLA's between the client and companies operations team • Conduct client presentations and negotiations. • Ensuring the highest client satisfaction and adherence to all Service level Agreements set. • Constantly monitor & review performance metrics for achievement of objective. • Identify relevant training needs of agents and Team Leaders & ensure effective implementation. • Interface with IT/HR/ Training/Quality. • Other key management attributes & Key Performance Indicators (KPIs) as agreed • Responsible for all client accounts and payment receivables. • Undertaken performance evaluation on a regular basis, motivate and inculcate team spirit and maintain employee satisfaction. • Schedule meeting with the clients. • Conduct team huddles, monitor calls and provide feedback. • Handling the team in the absence of the Branch Manager • Helping the operations team in conducting verification in case of high case flow • Being part of core team to set up Business continuity plan Show less