Experience

Aegis Limited (Essar Group)

• India
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Asst manager SBI mutual fund call centre operations

  • Apr 2018 - Present



AGEIS Limited

• Team Lead - Mutual Funds

  • Feb 2016 - Jan 2017

  Handled the inbound voice and Email team for SBI MUTUAL FUNDOperations-Responsibility includes Rostering,shrinkage control,monitoring attrition, one on one feedback to associates on their performance , briefings to the floor on the new updates, Basic floor hygiene maintenance like break ,call hold, handling RTM and maintaining call AHT,live badge the calls and support the floor on escalationProcess responsibility includes auditing 100 % of the emails, sharing the process improvement ideas to client and capturing critical VOC from investors, testing the IVR flow on daily basis, and mystery calling.In reporting front, which includes monthly review presentation, daily MIS and other monthly reports.



FIRST SOURCE SOLUTIONS LIMITED

• Centre Lead – Training & development

  • Feb 2011 - Dec 2011

  Handle a team of 7 trainers handling different processes for a telecom groupPlanning the Induction Training /Product & Process training/Sop update plan/New Product launch and TrainingPlanning training forecast based on the hiring numbers handed over by the Recruitment TeamResponsible for maintaining and releasing of training calendar every monthResponsible for maintaining all training reports providing direction to the team on training improvements through coaching and feedback thereby improving customer experience. Leading and monitoring the performance of team members to ensure efficiency in training Part of all client meetings in understanding the expectations and SLAsPart of the panel for internal job postings for entry level leadership levelSuccessfully Transitioned new projects for an existing client by maintaining Standard operation Procedures and service level agreement Plan the training timeline and methodology Conduct Monthly Job Knowledge Quiz Created training and operations deck for top management meetings.Batch allocation and trainer allocation for all new hire batches.Audit training batches to ensure adherence of training delivery by trainers as per standard operating procedure

• Process Lead – Operations Airtel Telecom operations

  • Feb 2008 - Jan 2011

  Handle the Team of 45+ Executives for VAS provisioning and Billing Complaints activities for PAN INDIA Responsible for within the specified SLA for Requests received through various sources with the 100 % accuracy and compliance Responsible for the resolution of the Requests and escalations received related to the VAS provisioning and Billing Complaints activities and providing the analysis in order to reduce the Repeat complaints on the accountsCapturing the monthly data required for the analysis in order to reduce and repeat calls and complaints due to VAS and Billings disputesInitiating the Automations in order to reduce the Man hour and ensure the accuracy of the transactions held at the centreReconciliation of activities to avoid disputesEnsuring the COCP accounts and High end VAS provisioning activities are closely monitored and the Resolutions are given ASAPPreparing and presenting the monthly process performance and operational details to the managementPreparing of reports and MIS for the process on daily and monthly basisProviding the analysis on Process to the front end and management team in order to ensure the process capabilities are maintained and improvedEnsuring the rejections are less by sharing the rejection details with the various front end team, and highlighting the possible ways to reduce the sameEnsuring the RCA Done for all VAS and Billing Complaints through RCA Deck Team Handling the Bulk Requests Provisioning



GE Money Bank

• Czechia
• 1 - 100 Employee

• Executive Payment Assistance – SBI Credit Cards

  • Apr 2007 - Jan 2008

  Responsible for the 60 DPD to the 120 DPD accounts resolutionsWas handling the Team of 15 Tele Calling Agents for 60dpd to 120dpd customersResponsible to allocate the Calling dump to the AgentsResponsible to decide on the Dialing strategy (For auto Dialers) used for Collection for more than 60 dpd customersEnsuring the Rollback amounts being collected from the customers and Stabilized accounts are being followed and normalizedResponsible to settle the customer’s accounts who are not interested in continuing the Card and the complete payments collected from the customers towards settlementResponsible to clear the disputes in the customer account by interacting with the QRC team and ensuring the seamless services for the customersResponsible to take the escalation calls for the dispute customer and clarifying their queryResponsible to do the 75% resolutions for the customers in 60dpd and 120dpdResponsible to retain the customer by explaining the features and facilitiesResponsible to resolve the Skip customer accounts by tracking their records and Details provided by them.