Vikram Shekar

Experience

• 

  Convergys

  Jan 2011 - Jun 2014

  Senior Customer Care Specialist

  • Worked for the process of Sales Order Management (SOM)• Work on the leads which has been created by the Sales Rep in Manila • Pitch the sale for Telecom Products and services like Mobiles, Fixed Services & Digital TV.• Credit Checks on the customer and see if the customer is eligible for a plan.• Educate the customer about the terms and conditions along with the plan details before sending the email confirmation to the customer.• Also worked for two different processes in Convergys named MAC (Mobile Activation Center) & CAT (Credit Assessment Team) before getting promoted to SOM. Show less

• 

  First Data Merchant Services

  Jun 2014 - Feb 2016

  Senior Customer Care Advisor

  Responded to merchant calls and emails. Took escalations and helped in driving process knowledge to keep the agents updated about all the know how's of the process.Identifying and escalating priority issues and following up with merchants by calling them back to resolve the same.Conduct training to the new joiners about the process and organizational goals. Ensuring through different exercises the on boarding of the new joiners from Training to Production is being executed smoothly. Managing the team and maintain service levels in absence of Leads/Supervisors. Show less

• 

  Accenture

  Feb 2016 - now

   Client Management/Interaction Team Management Change Management & Impact/Risk Assessment Manage knowledge upkeep across the deal and provide scalable solutions for operation challenges Drive Policy IDEATION/INNOVATION Drive Global Policy Syncs calls Manage Trust & Safety Policies • Performance management and reviews (internal and client)• Resource planning and utilization• Client and partner collaboration• Data management and Analysis• Development of facilitation skills of Trainers and floor supervisors• New hire inductions - Training on product, language and customer service skills• Managing classroom observation and coaching newly hired trainers

  • Ads Operations Manager

    Oct 2024 - now

  • Operations Manager

    Sept 2021 - Sept 2024

  • Public Policy Manager

    Jul 2019 - Aug 2021

  • Senior Trainer

    Feb 2016 - Jun 2019