Tarchan Ramgulam
Call Center Manager at RAS LAVRAR, LLC- Claim this Profile
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Topline Score
Bio
Credentials
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Florida 2-20 Property and Casualty
Florida Department of Financial ServicesSep, 2020- Nov, 2024 -
Florida 2-15 Life, Health and Annuity
Florida Department of Financial ServicesAug, 2020- Nov, 2024
Experience
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RAS LAVRAR, LLC
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United States
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1 - 100 Employee
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Call Center Manager
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Jun 2022 - Jan 2023
• Planned, managed, monitored, and delegated workflow assignments ensuring operational service levels were met and team collaboration promoted. • Ensured compliance of collection statutes, laws, acts and regulations by developing standard operating procedures, scripts and providing onsite training. • Provided leadership to the collection department by focusing on skills development and delivering weekly reports on achievements and trends. • Accelerated productivity through… Show more • Planned, managed, monitored, and delegated workflow assignments ensuring operational service levels were met and team collaboration promoted. • Ensured compliance of collection statutes, laws, acts and regulations by developing standard operating procedures, scripts and providing onsite training. • Provided leadership to the collection department by focusing on skills development and delivering weekly reports on achievements and trends. • Accelerated productivity through robust hiring, real time training, adjustable work schedules, immediate reassignment of workloads and strict disciplinary actions. • Exercised sound judgment and appropriate actions within defined procedures and policies to satisfactorily resolve escalations, complaints, and disputes. Show less • Planned, managed, monitored, and delegated workflow assignments ensuring operational service levels were met and team collaboration promoted. • Ensured compliance of collection statutes, laws, acts and regulations by developing standard operating procedures, scripts and providing onsite training. • Provided leadership to the collection department by focusing on skills development and delivering weekly reports on achievements and trends. • Accelerated productivity through… Show more • Planned, managed, monitored, and delegated workflow assignments ensuring operational service levels were met and team collaboration promoted. • Ensured compliance of collection statutes, laws, acts and regulations by developing standard operating procedures, scripts and providing onsite training. • Provided leadership to the collection department by focusing on skills development and delivering weekly reports on achievements and trends. • Accelerated productivity through robust hiring, real time training, adjustable work schedules, immediate reassignment of workloads and strict disciplinary actions. • Exercised sound judgment and appropriate actions within defined procedures and policies to satisfactorily resolve escalations, complaints, and disputes. Show less
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Teleperformance
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Team Leader
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Jan 2019 - May 2022
• Strategically conducted daily huddles on improving phone etiquette and incident documentation for ongoing Tele-sales, Medicare, and Medicaid campaigns/programs. • Managed, monitored, and coached teams of 20+ employees daily that consistently exceeded department key performance metrics. • Analyzed individual statistics and behaviors, providing immediate feed-back and coaching in real time, ensuring team metrics are maintained. • Strengthened service levels by immediately… Show more • Strategically conducted daily huddles on improving phone etiquette and incident documentation for ongoing Tele-sales, Medicare, and Medicaid campaigns/programs. • Managed, monitored, and coached teams of 20+ employees daily that consistently exceeded department key performance metrics. • Analyzed individual statistics and behaviors, providing immediate feed-back and coaching in real time, ensuring team metrics are maintained. • Strengthened service levels by immediately providing corrective actions for system and personnel issues, schedules and attendance requirements.
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Supervisor
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Mar 2015 - Jan 2019
• Evaluated team members’ performance utilizing IEX Workforce Management and developed action plans leading to increased individual productivity metrics by 5% minimum monthly. • Collaborated with human resources for successful recruitment of workforce with diverse skills, experience, and culture and provided oversight from nesting to production. • Prepared presentations and led team meetings to provide training on new products and updated policies/procedures. • Assisted with… Show more • Evaluated team members’ performance utilizing IEX Workforce Management and developed action plans leading to increased individual productivity metrics by 5% minimum monthly. • Collaborated with human resources for successful recruitment of workforce with diverse skills, experience, and culture and provided oversight from nesting to production. • Prepared presentations and led team meetings to provide training on new products and updated policies/procedures. • Assisted with daily deliverables including call volume and staff forecasting, budget evaluation, client service commitments and analysis of reports.
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Network Support Specialist
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Mar 2010 - Mar 2015
• Provided real time advise, directive and mentorship to team members lead to documented 10% improvement of individual and team performance. • Resolved customer complaints, disputes and billing enquires, resulting in increased customer satisfaction.
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The Answer Group (TAG)
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Support Engineer
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Apr 2007 - Mar 2010
• Strategic use of resources and active listening resulted in 90% FCR of customer technical problems and concerns. • Strategic use of resources and active listening resulted in 90% FCR of customer technical problems and concerns.
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Education
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1978 - 1983
University of Guyana
BSoc.Sc, Economics -
IMF Institute
Certificate, Financial Planning and Services -
Indian Institute of Management Ahmedabad
Certificate, Business Management
Community
