Experience

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  Genpact

  Jun 2006 - Jul 2007

  Process associate
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  Dell technologies

  Jul 2007 - Nov 2014

  Customer relations manager

  Lead all high impact, complex customer support/services escalations, driving successful outcomes which influenced in customer satisfaction, reduced EE % (Executive Escalation) & provided better resolution.• Handling Executive level escalations by customers written to the Board of Directors, CEO of the company & customers threatening to go legal against the organization.• Responsible for assembling cross-organizational Escalations team when required comprised of Operations/Customer Care/Sales/Vendors/Partners to quickly address critical situations.• Informing Executive Leadership team with progress status, updates regarding situational risk, customer impact & plan of action.• Doing the Root Cause Analysis and presenting the deck to the leadership on fortnightly basis.• Managing TQ and responsible for their successful transition on the floor.• Retaining the existing customers and saving the sale to avoid refund• Training and coaching agents on call handling & de-escalation techniques.• Mentoring new hires to reach the targets.• Taking Huddles and discussing reports with team members on daily basis Show less

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  John keells bpo solutions

  May 2014 - Nov 2014

  Assistant manager - sales & quality

  Managing a team of 12 - 15 members in a technical sales process.• Observing areas of opportunity in agents and working with them closely to come up the learning curve• Providing techniques and training sessions to make effective sales• Taking pre-shift / post-shift huddle regarding latest updates on process guidelines• Providing training sessions to the new hire batches and existing teams with regards to sales script and implementing changes as and when needed• Responsible for 15 – 20 agents for their quality scores and sales improvement Show less

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  Adobe

  Nov 2014 - now

  #adobelife #adobeforall

  • Analyst Executive Escalations

    Oct 2022 - now

  • Consumer Tier 2 (Audits)

    Sept 2018 - Oct 2022

  • Sr. Business Retention Consultant

    Feb 2018 - Sept 2018

  • Retention Expert

    Nov 2014 - Feb 2018