Experience

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  Anupam technologies pvt. ltd.

  Sept 2008 - Jul 2009

  Customer care executive

   Making outbound calls. Ensuring daily, weekly and monthly target achievement.

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  As technologies (now croissance technologies)

  Aug 2009 - May 2012

  Team leader

  Handling a team of Jr. CCEs & Sr. CCEs.Responsible for day-to-day functional supervision of team, including target allocation, work assignment, attendance monitoring, providing input into training and development.Facilitate and organize training session for all agents and participate in recruitment of new agentsEnsuring login adherence of all agents, providing feedback, conducting meetings daily & weekly with agents.Monitor all calls to ensure that due procedures and quality standards are strictly adhered toConduct regular review of all team members performance and organize training sessions for under performersEnsuring all processes and policies are implemented and followed by team.Resolving escalated customer issues.Analyzing and understanding different reports and taking decisions based on that.Motivating and Guiding team.Submit regular reports to management and seek new ideas and strategies to improve performance at the center Ensuring target achievement by each and every team member.Keep up with trends and happenings in the industry and ensuring adherence to industry standards Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members. 더보기 취소

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  Deutsche bank

  Apr 2014 - May 2015

  Sales manager

  Acquiring New to Bank Payroll Corporate for payroll accounts.Identifying and on-boarding HNIs and UHNIs across the savings bucket.Cross sell of Structured Products, Equities, Mutual Funds, Insurance and Mortgages.Open new to bank savings account with wealth proposition for high net worth individual (HNI) and ultrahigh net worth individuals (UHNI).Financial planning of clients and co-managing the clients.Lead generation through references, micromarketing activities and other permissible databases.Understand customer needs, explore and educate customer on financial needs arising at various life stages.Ensuring KYC/AML and other compliance norms are strictly adhered.Providing complete and comprehensive information on products, services, charges etc. proactively to the customers and ensuring best services are provided to them. 더보기 취소

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  Snapdeal

  May 2015 - May 2016

  Virtual account manager

   Act as an Account Manager for the allocated sellers & assist them in growing business. Ensuring operational issues raised by sellers are being addressed upto sellers' satisfaction. Ensuring actions are translating to increase in monthly GMV. Responsible for seller health life cycle, catalogue management and assortment management. Responsible in contributing to increase Seller NPS. Coordinate cross functionally to get the sellers issue resolved within agreed timelines. Keeping sellers updated with company policies and ensuring they are in sync with process requirements. Mitigate business risk and improved experience of seller with Snapdeal services by engaging cross-functional assistance Increase effectiveness by mentoring, guiding, inspiring & engaging sellers, cross functional team & team members. Working in close proximity with cross functional team alignment (Eg - Listings, Training, Seller Rating Revival, Seller Account Revival, Logistics etc.)  Developing Vendor Portfolio catalogue and providing a foundation for growth. 더보기 취소

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  Concentrix india

  Jun 2016 - Jan 2020

  Assistant manager - operations

  Managing a team of 20 to 25 FTE'sManage overall Personnel, performance, and discipline in the assigned areaClient/Customer/People ManagementDriving Performance in the team to meet targetsManaging daily team activities and ensuring daily operations run smoothly.Driving Team adherence and managing monthly scheduling.Evaluating operational practices and procedures.Providing direction to staff, ensure resolution of problems and set priorities.Apply performance management strategies - action plans, BQ planningResponsible for people/employee career developmentOne-o-One with the team and scheduled Monthly Team meetings.Performance management and appraisals for the entire Team.Providing expertise and leadership in assigned functional area.Manage relationship with internal stake-holder and functions.Establish and maintain a working environment conducive to positive morale, Individual style, quality, creativity, and team work.Establish workloads and provide support in decision making.Provide advice and assistance to senior management in the planning, implementation, evaluation/modifications to existing operation, systems and procedures.Weekly & Monthly Reviews to the Management on key deliverables.Making reports for WBR & MBRParticipate in recruitment of advisors.Responsible for attrition management and arranging backfills on a timely basis.Provide archiving and record retention in accordance with client policies.Provide internal audit support, as requested.Participate in client call, calibration calls.Review and analysis of periodic report and metrics. 더보기 취소

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  Fis

  Jan 2020 - Dec 2020

  Operations team lead

   Managing overall Personnel, performance, and discipline in the assigned area Client/Customer/People Management Managing daily team activities and ensuring daily operations run smoothly Driving Team adherence and managing monthly scheduling Evaluating operational practices and procedures Working as a Single point of contact for all non ops departments and identify, evaluate & coordinate operational, Admin, IT and HR Issues Responsible for people/employee career development Conducting regular One-o-One with the team and scheduling Monthly Team meetings Providing expertise and leadership in assigned functional area Managing relationship with internal stake-holder and functions Provide internal audit support, as requested Participate in client call, calibration calls 더보기 취소

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  Frontizo business services pvt ltd

  Jul 2022 - Aug 2023

  Team manager
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  Teleperformance

  Oct 2023 - now

  Client services manager