Bibin Vincent

Experience

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  HCL Technologies

  Feb 2008 - Mar 2009

  Customer Service Executive
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  Intelenet Global Svc

  Aug 2009 - Dec 2010

  Senior Customer Service Associate
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  Barclays Shared Services Pvt. Ltd.

  Dec 2010 - Jun 2014

  Team Support Specialist

  • Handling inbound customer service queries about Credit Card Customers Accounts.• Had to analyze customer accounts in order to up sell various Barclaycard products (BT, AU, DD,etc.) by creating a need for the customer.• Handling Inbound Complaint calls and difficult conversations and providing customers with FPOC Resolution.• Also worked as a part of Retention process where we had to retain credit card accounts on basis of convincing skills.

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  Accenture

  Jul 2014 - Oct 2020

  Operations Team Lead

  ● Responsible for Goal setting, Performance reviews and development plan for all direct reports● Responsible for day to day functioning/administrative work including production floor management and critical client reporting● Manage churn / attrition of team members (Employee Engagement)● Maintain focus on internal SLAs (Service Level & Aging)● Conduct weekly / Monthly Coaching & Feedback sessions for analysts● Responsible for compliance for all processes and policies● Lead and maintain employee satisfaction and morale by using reward / recognition tools available● Decision making in critical and day-to-day situations● Collaborate with RTM Team in forecasting, scheduling and leave planning.● Responsible for agent communication/training/feedback on time and real time dissemination of updates.Business Excellence Focal Responsibilities :• To ensure process is complied with OM Framework and meeting the OM targets by facilitating monthly audits• Transformation/Migration projects• Entitlement study for automation• Service Excellence projects (Speed, Quality and Cost)• Drive innovation through Ideation• Operational analysisSix Sigma Projects :• Quality Improvement• Productivity Improvement Project Show less

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  AMAZON DEVELOPMENT CENTRE (INDIA) PRIVATE LIMITED

  Oct 2020 - now

  Manager-II, Operations