Experience

CliniBiz

• United States
• Biotechnology Research
• 1 - 100 Employee

• Ticket management specialist

  • Feb 2023 - Present



Bharti Airtel

• India
• Telecommunications
• 700 & Above Employee

• Corporate Trainer Deputy Manager

  • Apr 2007 - Sep 2008

  Supervised a team of customer care representatives PAN India; Prepared, scheduled, and rolled out training, coaching, and mentoring sessions for the team leading to continued talent development and improved employee engagement. • Identified gaps and formulated process improvement plans by working collaboratively with the leadership team, resulting in improved organizational productivity and efficient business operations. • Collaborated cross-functionally and maintained seamless communication between internal departments/stakeholders, ensuring business deliverables are met. • Regulated and supervised the internal audit functions to monitor the compliance of processes as per organizational guidelines. • Built & implemented consistent training delivery workflows in partnership with senior leadership, supporting business objectives. • Leveraged data, funnel metrics & domain expertise to accurately identify and assess the training needs of candidates at all levels. Show less

• Airtel relationship manager

  • Aug 2006 - Apr 2007

  Orchestrated all facets of Business Operations including Sales & Business Development, Customer Experience, Brand Development, Creative Execution, in compliance with business practices, company policies, and procedures. • Assessed sales opportunities and partnered with the Service Delivery Manager in the execution of new products and services, resulting in incremental revenue for the businessMonitored the team performance by creating and publishing reports and scheduled performance reviews. • Fostered strong team engagement and cultivated a transparent work culture resulting in high productivity levels. • Catered to customers by resolving their queries/issues and offering solutions, boosting revenue through consultative sales. • Served as a "Trusted Expert Advisor" to internal/external stakeholders offering consultative advice for a range of solutions. • Evaluated performance trends and developed strategies to address performance issues through training and talent management Show less



EXL

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Complaince Analyst

  • Apr 2005 - Apr 2006

  Oversaw the Training and L&D activities of the customer care team comprising of 30 Customer Care Executives by monitoring calls, calibrating data, and providing timely feedback. • Devised and implemented the process of capturing customers’ expectations, preferences, and aversions; Initiated necessary process improvements based on data, leading to a decline in customer escalations and improved customer experience. • Performed detailed Root cause analysis to identify trends/patterns impacting customer experience, and developed training programs to upskill the team members. • Contributed to team discussions on Customer Satisfaction / NPS feedback and Business Performance metrics by identifying pain points, solutions, and actions to continuously enhance the customer experience. • Planned, coordinated, and directed quality assurance programs, designed to ensure continuous process improvement in compliance with established standard operating procedures. Show less

• CCE

  • Aug 2004 - Apr 2005

  Handled 300+ weekly customer inquiries via phone and email, consistently exceeding business goals. • Exceeded monthly performance objectives including call quality, process adherence, and call handle time. • Proposed and implemented effective call script leading to 10% reduction in average customer handling time. • Created customer concern tickets and delegated the issues to the relevant departments, ensuring speedy resolution. • Acted as a Subject Matter Expert (SME) and provided direction, training & assistance to new hires on the usage of CRM tools. • Worked with the customer service manager and product owners, to identify areas of improvement based on customer feedback. • Formulated and maintained inbound/outbound customer service communications, including call scripts, and FAQs in line with brand standards. Show less



airtel

• India
• Telecommunications
• 700 & Above Employee

• Customer care Executive

  • Jun 2002 - Jul 2004