Experience

Ancile Services
• United States
• Staffing and Recruiting
• 1 - 100 Employee
• Recruitment Specialist

  • Aug 2022 - Present


Hsbc Bank (Hdpi,Kolkata)

• Customer Service Representative

  • Nov 2007 - Jun 2015

  Provide customer support by replying to queries on customer accounts and resolve related issues. Identify and provide them with products offered by HSBC, depending on their business with the bank as per needs analysis which in turns helps them in their day to day life. Mentor& Coach my team members regularly to improve the Customer Experience and inculcate the right behaviour while selling. Keep the team morale high. Achieve target set on Quality, AHT, Sales%, Offer%, IVR, Fee Waiver & FCR. Meeting any and all BCP situations and adhoc business requirements. Using comprehensive Customer Information Management MI Systems (CIM) to constantly analyze, interpret data to plan out the Plan of Action for the month/s and the year ahead. This is a continuous, dynamic process requiring my in-depth analysis, improvisation at every stage.



X-plore Tech Service

• Quality Specialist

  • May 2003 - Nov 2007

  A contact center processes a lot of customer requests throughout the day. Therefore, to ensure that the call center agents are interacting with customers in accordance with the company’s set guidelines and are serving the business’ best interest, monitoring calls had been my major objective to measure performance and facilitate the organisational goals and objectives. In addition, a prudent responsibility which has always been indespensible for a quality controller is assessing agent performance. Agents are the front line of the business in terms of effective representation of products and solutions. The key task is to find out if an agent is enthusiastic towards the daily job and whilst interacting with customer. If a sale has been pitched and closed maintaining the agreed quality parameters. Therefore, to facilitate high-level customer service, I had been counselling and coaching agents to reduce negative customer experience, wastage of time and resources and most importantly maintain high spirit.