Experience

CGS India Pvt Ltd
• Software Development
• 1 - 100 Employee
• Shift Lead

  • Oct 2020 - Present


Xenosoft Technologies India Pvt Ltd

• Customer Service Team Lead

  • May 2018 - Dec 2018

  Xenosoft Technologies PvtLtd Company: Xenosoft Technologies Private Limited Role: Lead Customer Support Application: Circulus (Accounts Payable Software)- Product Support Segment :BFSI Duration: May 7th -2018 -Dec 2018. Job Profile: Completed Three Months’ Probation Period Successfully with Circulus (Accounts Payable Software – Integrated with Quick Book). Handling Customer Service Division - Operations: Circulus SMB Customer Support, APW Project Support (19 -Different Tech Support Projects) and Support Project for Circulus Enterprise (New Launch - Tech Support). Responsible to analyze the functionality of the below Queues: Tier 1: Customer Support Tier 2: Tech Support (Database Analysis Support-Back-end) Tier 3: Development Team (People Who Developed the Circulus Application) Monitoring Email, Call (Zendesk), Chat &Web cases Integrated on Salesforce. Leading a team of 12 people. Closely working with product manager. Educating customer about Circulus functionality & Providing the resolutions to customer on the queries. Handling New Sign-up Accounts – Understanding Customer queries and guiding them for effective usage of Circulus and converting the Prospect (Trial customer) into potential user. Responsible for resolving the case in Tier 1 and Tier 2 with Stipulated TAT of 2 hours – 24 Hours. Monitoring Shift Schedules -Adherence and Leaves for the agents. Part of Product call, Stake holder’s call to propose and understand the product requirements and enhancements. Preparing monthly reports on utility and analyzing the Resolution percentage on each modality and presenting the data to management. Show less



Genpact

• United States
• Insurance
• 1 - 100 Employee

• Management Trainee

  • Jul 2011 - Apr 2018

  Operations Management: •Monitoring the overall functioning of the span, identifying improvement areas and implementing adequate measures. •Escalation management / issue resolution / conflict management etc. •Responsible for C-SAT Client Relationship Management: •Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices. •Enhancing customer satisfaction matrices and ensuring speedy resolution of queries. People Management: •Supervising and monitoring the performance level of the staff for ensuring to provide the best customer service. •Team management - Appraisal, Mentoring, Motivation, Grooming & Team engagement. •Process improvement & excellence: •Best practice shared to improve the idea tracker for improvisation of CRM TOOL for the site. •Provide inputs for OCR (One Contact Resolution) to improve the span/site score. •Shared the best practice/demonstrate with individual to improve the number of inbound sales. •Manage all Performance review with Clients and internal management team. •Manage Staffing (Roistering and manage Adherence). •Reduce penalties for the site by managing all performance metrics and maintaining Adherence as per the commercial targets set for individual. •Compliance spoc for the span, drive all compliance parameters, maintaining tracker and follow on disciplinary process for the defaulters. •Adjustment & Waivers Lead for the span, which is to reduce the incorrect refunds. •Responsible for all performance or behavioral RCAs for the span. Provide inputs for Incentive plans for the span to create a competitive amongst each individual. •Responsible for weekly performance for the span. •Responsible to prepare action plans for the span to achievenext quarter targets & action plan implementation. •Responsible to maintain daily span SLA Adherence and to reduce penalty. Handled other Technical Processes in Genpact: Show less



Dell

• IT Services and IT Consulting
• 1 - 100 Employee

• Sr.Technical support/Global order management

  • Oct 2009 - Jul 2011

  Operations based: Hyderabad. •Work involves providing resolution to the Clients by Troubleshooting the Laptops and Desktops over the phone for US customers. •Keep learning new techniques for the better resolution and updating the same to the team. •Achieving the target of number of calls and maintaining the 90% CE since the date of joining. •100%XPR, good at Total solution and maintaining the AHT. Back End Operations: •Moved to the back end Operations in Order processing Unit of GOMC Dell.(Global order management Centre) •Processing the online orders of the U.S customers related to the Laptops, Desktops and power Edge (Servers) order. •100% Quality in terms of processing the orders (GMORE) •Handling the 15 countries orders online and rectifying the order errors with the Help of the Kasa Team Morocco and processing the orders in given TAT. •Helping the team with the day to day updates and taking initiatives to close the orders On time. With the ECR of 92% . •Scoring 100% KAT Results in order to update ourselves interms of the day to day changes in the process and accordingly. Show less



Monster.com India Pvt. Ltd.

• Account Manager

  • Oct 2006 - Mar 2009

  Operation Based: Hyderabad. Roles & Responsibilities: •The work involves selling the core online recruitment solutions; Job Postings & Resume Database Access; and also the website as a premium internet media property for brand promotions from recruitment perspective to the Organizations. •Handling Corporate Selling Programs in Across India. •Handling a defined set of accounts which have an annualizedpotential of more than 1 Lakh for recruitment needs. •Understanding the corporate recruitment needs, processes and promote the concept of Online Recruitment through Jobs Ahead & Monster.com. •Providing Customer support to High Value Accounts through regular interaction with the team working on Jobs Ahead & Monster.com. •Responsible for servicing existing clients and ensuring renewals based on existing contract. •Responsible for interacting with clients, understanding their needs and nurturing relationships. •Communicates with client on a daily basis, analyzes their needs and design the customized solution for every individual client based on their requirements. •Relationship management with accounts ensuring satisfaction of products and services. Account management and Retention by training clients on technology and client servicing. •Driving business growth through identification and development of new areas. •Provide regular feedback on performance of product lines & Services. Show less