Marvin Solneo

Experience

• 

  Hinduja Global Solutions Limited

  Sept 2010 - Feb 2011

  Technical Support Representative
• 

  Concentrix

  Sept 2011 - now

  Roles & ResponsibilitiesManage a team of approx. 15-20 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.Manage and strengthen Client Relationship.Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One sessions & Team Meetings/CalibrationsManage team performance and responsible for the overall development of the teamInstitute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.Responsible for managing people metrics within the team eg. attrition, absenteeism, schedule adherence etc.Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.Responsible for daily, weekly, monthly reporting to Clients as per their requirement. Show less Roles & Responsibilities:Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emailReports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practicesParticipates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changesMaintains strong program knowledge base; basic understanding of client products, services and/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Show less

  • Team Leader

    Apr 2018 - now

  • Senior Subject Matter Expert

    Apr 2016 - Jun 2018

  • Quality Analyst

    Oct 2015 - Mar 2016

  • Customer Care Professional

    Sept 2012 - Oct 2015

  • Technical Support Representative

    Sept 2011 - Sept 2012