Experience

MattsenKumar LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Manager - Business Insights Group

  • Apr 2015 - Present

  Business Excellence professional managing Return on Investment for several clients. Handles a team of Leads and Managers driven to achieve the set goals. Business Excellence professional managing Return on Investment for several clients. Handles a team of Leads and Managers driven to achieve the set goals.



HyperQuality, Inc.- An Avaya Company

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Manager - Business Insights Group

  • Nov 2013 - Mar 2015

  Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

• Assistant Manager - Client Services

  • Oct 2012 - Nov 2013

  Working in close proximity with the Executive Team and continually finding ways to delight our customers. Showcase return on investment to customers.

• Senior Lead - Client Services

  • Oct 2010 - Sep 2012

  KEY FUNCTIONAL STRENGTHS. Over 9 years of experience in the areas of Operations, Quality Assurance, Client Services & Team Management.. Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.. Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management.AREAS OF EXPERTISE. Managing operational functions, induction, training, quality assurance, service delivery to ensure customer satisfaction. First point of contact for all client queries including quality assurance and operational readiness.. Building excellent rapport with different groups of people - clients, internal team members & various support groups.. Coordinating in developing and implementing processes in line with the pre-set guidelines and adapting them where required; spearheading process transition initiatives.. Monitoring the overall functioning of processes, identifying improvement areas and implementing SOPs, setting up CTQ targets, to maximize customer satisfaction level; spearheading process improvement initiatives.. Reviewing Account performance against contractual metrics such as Service Levels, Handle times, Quality Scores, CSAT Scores, etc.. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.. Handling training and Quality Intelligence as separate entity to ensure unbiased service delivery. Show less



HyperQuality India Pvt. Ltd

• Senior Lead

  • Oct 2010 - Sep 2012

  First point of contact for international clients and ensuring service delivery and unparalleled client satisfaction.Administering and ensuring successful implementation and logical completion of all Performance improvement/advancement plans.Devised methodology of coaching, and training for new recruits to get in sync with the tenured consultants.Ensuring quality standards in accordance with customer CTQs by analyzing call quality, feedbacks and calibrations.Top defect Analysis; devising action plan; implementing controls and testing the effectiveness of implemented controlsWork in proximity with clients to understand their quality needs of the client. Formulation of Central compliance team to ensure adherence to quality standards.Handling Quality Intelligence and Training as a separate function to ensure service delivery per set standards. Presenting Quarterly Business Reviews to the client on site containing business intelligence to help improve their business and increase profitability. Active participation with Transitions/Migrations team to help launch accounts in a web based platform. This includes preparing specifications, testing, etc. to ensure launch will fulfil client needs.Analyzing scripts/guidelines followed by agents to suggest improvements and in turn help clients to increase their business. This was also used to suggest ways of improving call centre performance in terms of reduced talk time and improved efficiency. Preparing special projects to showcase return on investment to the clients. Show less

• Lead - Client Services

  • Jun 2007 - Sep 2010

  Independently handle the customer, coordinate escalations and handle conference calls, client calls - MBR/QBR, Calibrations, etc.Regularly attending Client Conference calls and passing the learning's and observation to the internal team.Share weekly and monthly performance reports with the client alongwith trends noticed at vendor's end.Follow up with vendor supervisors on the coaching provided to the agents. Tracking agent behaviour and following up with progress to the client and vendors. Show less

• HyperQuality Consultant

  • Jul 2005 - May 2007

  Monitoring agent and customer interaction based on compliance guidelines and provides feedback to agents and supervisor. Highlighting good/bad agent behaviour based on calls monitored to help client identify trends. Assisted Quality Intelligence Team in preparing training modules and feedback delivery techniques.



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Care Officer

  • Jul 2002 - Jul 2005

  Supervising and mentoring new agents ensuring uniform growth of team. Active participation in increasing the Quality Status of the team by preparing refreshers/quizzes and quality modules for new and tenured team members. Supervising and mentoring new agents ensuring uniform growth of team. Active participation in increasing the Quality Status of the team by preparing refreshers/quizzes and quality modules for new and tenured team members.



Convergys India Services Ltd

• Customer Care Officer

  • Jul 2002 - Jul 2005

  Supervising and mentoring new agents ensuring uniform growth of team. Active participation in increasing the Quality Status of the team by preparing refreshers/quizzes and quality modules for new and tenured team members. Floor support to help agents with issues they come up with during calls. Provide unparalleled solutions to customers for technical, operational & activation issues. Proactively up selling our featured products and packages. Following zero-error goal & meeting quality and efficiency standards defined by our client to ensure customer and client satisfaction. Maintaining healthy competition among teams across the floor and trying to excel in all areas possible. Identifying Quality issues and fallouts and analyzing trends to suggest & implement solutions. Monitoring the feedback provided by the Quality Assurance team in US in terms of consistency & quality. Coaching & counselling the agents in terms of their current performance & suggesting ways to improve the same. Preparing and conducting post analysis presentations, quizzes to enhance the process knowledge across the floor. Facilitating Calibration sessions with the Operations, Quality & Training teams in the US to seek consistency. Show less