Experience

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  Sutherland

  • Hyderabad, Telangana, India

  • Associate Manager

    • Jan 2023 - Present
    • Hyderabad, Telangana, India

    Client: Airbnb, Domain–Hospitality Managing a Team of 21 AssociatesKey responsibilities:Responsible for Supervising, manage performance of the team in terms of Productivity, Shrinkage, Attrition & Talent retention. Providing constant coaching and feedback sessions. Conducting Interviews for A...

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  24-7 Intouch

  • Team Leader

    • Aug 2020 - May 2022

    Client : Instacart, Domain– Ecommerce Managing a team of 25 associates for Voice Key responsibilities: Responsible for Supervising, manage performance of the team in terms of Productivity, Shrinkage, Attrition & Talent retention. Providing constant coaching and feedback sessions. Conducting I...

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  Genpact

  • Team Manager

    • Mar 2018 - Aug 2020

    Portfolios Handled: -Retail Card, Care Credit & Payment Solutions & C360 • Managing a team with 47 associates and 2 SME. • Responsible for Supervising, manage performance of the team in terms of Productivity, Shrinkage, Attrition & Talent retention, Rostering. • Responsible for agent & SME performance in regards to PRR (Positive Rate Response), • CSAT,AHT, Overall accuracy (Quality), Retain customers with high standard of customer satisfaction. • Developing teams that are reliable and productive. • Conducting sessions for call center employees. • Deliver motivating speeches along with briefing on updates to the team each day to get everyone ready for the day. • Develop and maintain positive working relationships. • Manage employee engagement activities. Successfully completed the project of Winning VOC and made the site no.1 among all Chanel Partners.

  • Process Developer

    • Jun 2015 - Feb 2018

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  OnProcess Technology

  • Kolkata Area, India

  • Process Consultant- Quality &Verification

    • Nov 2013 - Jun 2015
    • Kolkata Area, India

    Provides daily, weekly and monthly statistical reports to appropriate channels and recipients.Collates and generates performance reports (such as but not limited to Quality Monitoring, Quality of Service and Efficiency) and issues them out on a timely manner,Collects, assembles, and analyzes data...

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  Sutherland

  • Chennai, Tamil Nadu, India

  • Senior Consultant

    • Mar 2013 - Jun 2013
    • Chennai, Tamil Nadu, India

    To provide best resolution in least possible time with ultimate customer satisfaction while maintaining the quality of the call. Meeting the targets across all metrics – CSAT, FCR, AHT

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  Wipro

  • Kolkata

  • Senior Process Associate

    • Mar 2010 - Jan 2013
    • Kolkata

    Real time queue monitoring (RTQM) Floor Management, which includes break management & other offline activities Intraday reporting (Hourly Interval Reports, Productivity Reports) Client Interaction. To ensure streamlined and automated business processes tasks, transactions and operations.

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  IBM Global Process Services

  • Kolkata Area, India

  • Exe Ops

    • Nov 2007 - Nov 2009
    • Kolkata Area, India

    Trouble shooting on various problems related to the Satellite. Television Mechanism while maintaining the quality of the call. It also involves generating revenue for the Client/ the Company by up selling/ cross selling the various products of Bell Canada Satellite T.V. Service. It also includ...

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  Wipro

  • Kolkata Area, India

  • Process Associate

    • Mar 2007 - Nov 2007
    • Kolkata Area, India

    To provide best resolution in least possible time with ultimate customer satisfaction while maintaining the quality of the call.