Sarath Kumar, CAMI

Experience

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  Aon Hewitt

  Jun 2013 - Feb 2015

  Process Associate

  • Ensuring in meeting deliver quality, proficiency and utility for areas by working closely with individual associates to meet SLA’s & Metrics.• Handling payment related queries which include (short payment/ delayed payment/ credit note).• Doing Monthly Accruals for the invoices which are not cleared during the Month End Close.• Generating, updating and analyzing weekly reports which are sent to Business Controllers.Monthly performance (SLA of Invoice processing and Vendor Reconciliation)• Responsible for managing documents from vendors related to utilities, maintenance and office supplies. • Complying with all quality check requirements to ensure that SLA is achieved and conference calls with the client.• Maintaining reports logs and process documents. Show less

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  SPi Global

  Mar 2015 - Oct 2019

  Scheduling Specialist

  • Ensuring Quality Check and Data availability to Clients respective B2B Websites.• Given training for new hires and cross training mechanism (during requirement).• Delivered the productivity by 120% thereby keeping the shrinkage percentage at 20% • Trained and Specialized in Multiple Process and worked Simultaneously

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  Groupon

  Oct 2019 - Aug 2020

  Customer Service Specialist

  • Handling Email and Chat support for UK and Ireland Groupon Customers• As a customer service representative, I have been handled criticisms, complaints and special requests from time to time to maintain my C-Sat and I always ensure to keep the C-sat rating high.• Always kept customer as first preference and sorted out critical situations and provided resolutions for their query.• Always ensures Team Productivity Target and Process Quality Metrics are met as per the

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  SBI Card

  Mar 2021 - now

  Senior Executive

  Responsible for ensuring delivery of competent and consistent service in line with set standards that results in an enhanced customer experience for bank customers. Job Role includes, handling of inbound calls received from customers enquiring details of the product holdings, product or process related information.• To ensure that the defined productivity targets on service levels, call handling time , quality parameters are met consistently• To ensure zero defects processing of all customer requests, including prompt and accurate Hotlisting of lost cards reported.• To ensure complete and accurate resolution within the defined TATs.• To ensure process compliance as per the set Audit and SQ guidelines.Call Quality :Deliver service quality in order to achieve Quality benchmarks defined from time to time.First Call Resolution 90%( for non-Complaints related calls) and achieve defined Call Quality scores also achieve defined KAT ScoresAudit & Process Compliance :Ensure adherence to process and Audit requirements.Ensure accurate and timely submission of financial transactions & requests.Ensure Error-free logging/recording of customer requests Show less