Experience

Eyegear Optics India Pvt. Ltd.

• India
• Manufacturing
• 200 - 300 Employee

• Team Lead

  • Jan 2016 - Present

  Current Organization: Ben Franklin a subsidiary of Eye Gear Optics Ind Pvt. Ltd located in Hyderabad. The company is India’s largest & trusted hospital based optical chain. Role and Responsibilities: • Lead and monitor the performance of the retail and customer service associates • Participate in weekly reviews and monitor the performance improvement • Identification of customer facing issues, process gaps to… Show more Current Organization: Ben Franklin a subsidiary of Eye Gear Optics Ind Pvt. Ltd located in Hyderabad. The company is India’s largest & trusted hospital based optical chain. Role and Responsibilities: • Lead and monitor the performance of the retail and customer service associates • Participate in weekly reviews and monitor the performance improvement • Identification of customer facing issues, process gaps to find end to end solutions. • Performing a training need analysis (TNA) and execute timely training with a focus on enhancement of sales performance and customer experience • Participate in the process of building the E commerce engine, by defining the process flow and policies. • Active involvement in the launch process of new ben franklin counters by leading and Coordinating with all the stakeholders involved in the launch Achievements • Re defined the SOP for Ben franklin customer service team • Drafted the Ben franklin E Commerce Terms and conditions and got them legal attestation • Developed a custom made training module specific for Optical based stores. This was used in training the Telangana region with 18 counters which showed an average improvement of 19.03% on sales performance • Identified gaps in the Roll out process of counter launches and worked closely with the IT team to develop an ERP based ticketing tool called NEST in order to improve the communication, collaboration among various departments involved. This has helped the average launch period of 25 days to come down to less than a week. Show less Current Organization: Ben Franklin a subsidiary of Eye Gear Optics Ind Pvt. Ltd located in Hyderabad. The company is India’s largest & trusted hospital based optical chain. Role and Responsibilities: • Lead and monitor the performance of the retail and customer service associates • Participate in weekly reviews and monitor the performance improvement • Identification of customer facing issues, process gaps to… Show more Current Organization: Ben Franklin a subsidiary of Eye Gear Optics Ind Pvt. Ltd located in Hyderabad. The company is India’s largest & trusted hospital based optical chain. Role and Responsibilities: • Lead and monitor the performance of the retail and customer service associates • Participate in weekly reviews and monitor the performance improvement • Identification of customer facing issues, process gaps to find end to end solutions. • Performing a training need analysis (TNA) and execute timely training with a focus on enhancement of sales performance and customer experience • Participate in the process of building the E commerce engine, by defining the process flow and policies. • Active involvement in the launch process of new ben franklin counters by leading and Coordinating with all the stakeholders involved in the launch Achievements • Re defined the SOP for Ben franklin customer service team • Drafted the Ben franklin E Commerce Terms and conditions and got them legal attestation • Developed a custom made training module specific for Optical based stores. This was used in training the Telangana region with 18 counters which showed an average improvement of 19.03% on sales performance • Identified gaps in the Roll out process of counter launches and worked closely with the IT team to develop an ERP based ticketing tool called NEST in order to improve the communication, collaboration among various departments involved. This has helped the average launch period of 25 days to come down to less than a week. Show less



HSBC Retail Banking and Wealth Management

• Assistant Manager

  • Nov 2014 - Dec 2015

  Portfolio: Critical process dealing with Identification and verification of customers before Onboarding, ensuring that the customer and related parties are fully identified and verified before introducing them to the financial system Role and Responsibilities: • Currently handling a team of 15, whilst planning capacity, shrinkage and audits • Team meeting with the staff to stay connected helping me to identify drivers… Show more Portfolio: Critical process dealing with Identification and verification of customers before Onboarding, ensuring that the customer and related parties are fully identified and verified before introducing them to the financial system Role and Responsibilities: • Currently handling a team of 15, whilst planning capacity, shrinkage and audits • Team meeting with the staff to stay connected helping me to identify drivers of motivation • proactively cross- trained staff on queues to ensure nil misses on SLA and PLA’s • Stakeholder management • Managing the leave status of all the staff, tracking of Unplanned, sickness and unauthorized leaves • Completing performance reviews on a monthly basis helping the team members keep a track of their performance and improvise on any AOD • Re-certifying the SAM for the process and the section • Keeping the team motivated by conducting various fun activities • Received best AMO appreciation for the month of July’15 and best performing team as well • Initiated a quality campaign for the section which was more into a contest, this was a big success and was implemented in other processes as well • Handling escalations and resolving queries of customer within the desired TAT with the best in class customer satisfaction results

• Subject Matter Expert

  • Oct 2011 - Nov 2014

  Portfolio : Return correspondence involves in investigating the reasons for a return from a customer with regards to his/her correspondence. Role and Responsibilities: • Was the SME for the Process • Collaborated with the OPI team while working on automation project to improve process efficiency • Supported my peer group with escalations and handled quieries from customers • Trained, coached and mentored the peer… Show more Portfolio : Return correspondence involves in investigating the reasons for a return from a customer with regards to his/her correspondence. Role and Responsibilities: • Was the SME for the Process • Collaborated with the OPI team while working on automation project to improve process efficiency • Supported my peer group with escalations and handled quieries from customers • Trained, coached and mentored the peer group within the process • Was taking care of the capacity plan and shrinkage of the team • Handled team in the absence of the line manager and ensured that all parameters were met with nil exceptions • Helped perform the quality checks for the team to avoid any exceptions

• Quality Assurance Analyst

  • Jan 2010 - Oct 2011

  Organization : HSBC HDPI Vizag Department : Collections Process : Consumer and Mortgage Lending Role & Responsibilities • In the role of a QA I was directly responsible for the performance of close to 65-70 staff with regard to the quality on calls, used to handle escalations and deliver feedback to staff while monitoring calls to overcome challenges on calls • Always encouraged the usage… Show more Organization : HSBC HDPI Vizag Department : Collections Process : Consumer and Mortgage Lending Role & Responsibilities • In the role of a QA I was directly responsible for the performance of close to 65-70 staff with regard to the quality on calls, used to handle escalations and deliver feedback to staff while monitoring calls to overcome challenges on calls • Always encouraged the usage of CBS call model on calls with appropriate WIIFMS • Scheduled and facilitated multi-site Quality Assurance and Operation calibration sessions for both onshore and offshore sites to bridge variances in the CBS Call Model. • Evaluate training needs of individuals/teams and work on appropriate coaching/training methodologies • Develop specific plans for Quality improvement for individual/teams as and when required. • Handled the customer compliments/Escalations in CML • Published the QA Page (a monthly news letter from Quality team) with all the highlights of that particular month.

• Customer Service Representative

  • Feb 2006 - Jan 2010

  Portfolio : CML's core business focus is portfolio management of all mortgage loans with HSBC in the U.S. Through CML Servicing, the organization services both its own portfolio, as well as for some external entities like Freddie Mac and Fannie Mae. In addition, CML is focused on maximizing the value of the combined portfolio by seeking opportunities to reduce risky assets and improving portfolio profitability Role &… Show more Portfolio : CML's core business focus is portfolio management of all mortgage loans with HSBC in the U.S. Through CML Servicing, the organization services both its own portfolio, as well as for some external entities like Freddie Mac and Fannie Mae. In addition, CML is focused on maximizing the value of the combined portfolio by seeking opportunities to reduce risky assets and improving portfolio profitability Role & Responsibilities • Acquire and update knowledge on procedures • Work productively, professionally to deliver world class customer service • Always had strived to provide first call resolution • Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to satisfy the customer. • Deputized the Line Manager on Numerous occasions and ensure all the assigned tasks were delivered with accuracy • Being one of the top performers in the department was nominated by the senior management to coach and mentor new tranches whilst handling the responsibilities of a team leader. • published reports and escalated trends to the designated manager with regards to performance on a weekly basis Achievements: Accredited Call Coach for the section and received CBS certification • Received Center manager appreciation for excellent service levels delivered to the customer • Received the CML CE CHAMP Award for achieving the highest CE score by displaying excellent Customer service skills • Won awards like “Most efficient collector”, Best collector & several awards on customer service front • Won many awards in the Section MO High’s in regards to Quality and Productivity • Received Appreciation Letter from the Business area for exemplary customer service