Poonam Bamble

Experience

• 

  HSBC

  Oct 2010 - Jul 2013

  Associate (CSR)

  Interacted with elite UK Clients and processing their mortgages.Engaged with solicitors on call to close the mortgages dealings and processing.Certified Call Coach - Coaching the associates on call quality and standardizing the call flow processes.Trained ~60 new hires on call quality and outbound call processes.

• 

  Amazon

  Oct 2013 - Apr 2019

  Team ManagerLed a team of 25-30 associates supporting North America and Asia Pacific regions.Responsible for identifying customer impacting issues, finding and implementing solutionsDelivering high CSAT metricsProvide regular, formal & informal feedback to up to 25-30 Associates (direct reports)Monitoring performance on job, volume, and qualityKey Projects & InitiativesCustomer experience – Increased positive response rate from 12% to 18% for the team bystandardizing the feedback process for the customersPartner Management – Successfully setup phone/chat retail operations at a partner site(PNQ) leading 120 associatesOnboarding Remodel – Reduced transition period for new hires from 6 weeks to 4 weeks byincorporating process & communication trainingSubject Matter Expert – April 2014 – July 2014Assisted the new hires in handling contacts and delivering best customer experienceSuccessfully assisted 5 batches of new hires with 95% FPYAssociate- October 2013 – March 2014Interacted with customers and provided servicing of account/order related queriesDelivered high class customer experience and met the targets like CSAT metrics, AHT,productivity and schedule adherence. Show less

  • Program Manager

    Apr 2016 - Apr 2019

  • Team Manager

    Oct 2013 - Mar 2016
• 

  Roko Cancer Charitable Trust

  May 2019 - Apr 2021

  Program Manager (Volunteer)
• 

  Target

  May 2021 - now

  • Manager Item Data Process

    Aug 2023 - now

  • Sr Analyst - Digital Experience

    Aug 2022 - Aug 2023

  • Digital Experience Analyst

    May 2021 - Jul 2022