Neil Surati

Experience

• 

  Tata Teleservices

  Jun 2003 - Jun 2006

  Call Centre Operations, Relationship Management Group

  RELATIONSHIP MANAGEMENT GROUPRelationship Management Group looking after Corporate & HNI clients for Ahmedabad, Rajkot & SuratComplaint Management & relationship buildingGenerate leads wherever possible from existing clients to enhance Data analysis of technical & non technical complaints to conduct SERVICE CAMPTo conduct KNOW MORE camps for the new Corporate & HNI clientsComparison between existing & new plans to be suggested to the Corporate & HNI clientsTo ensure uniform segmentation & billing cycle for all new Corporate & HNI clientsReduce TAT for all disputes & issues raised by the clientsTo maintain high level of successful contacts for closures of complaints & follow ups both internally & externallyGiving online resolution as far as possible and escalating them to respective operationsCALL CENTER OPERATIONSJoined into a call centre taking calls for post paid processTeam Leader for the Post paid & Pre paid Call CentreManaging floor for Post paid call centre, initially & then for Pre paid processAlso managed the Outsourced Call Centres at ServizsolLooked for the Pre-requisites for new towns launched across GujaratTo maintain SLA, in terms of ATT, AHT, AUX, calls rejected etcFor smooth daily operations managing man powerScreening of the new joinersProduct & motivational training for new joinersEscalation Desk - To ensure the minimum & qualitative complaints are forwarded by Post Paid & Pre paid call centreRepeat Calls – FTR analysis for both Post paid & Pre paid processProject in charge for Walky Restrictions for Post paid processAt the time of migration for Post Paid Process was responsible for Trainings & smooth operations at Tata Serwisol Ltd, Pune Show less

• 

  Aegis BPO - Essar Company

  Dec 2006 - Jul 2007

  Process Trainer

  Aegis BPO as a Trainer for Tata Teleservices Ltd process.Conducting New Hire Training (NHT)Tracking Batch performance in OJT (AHT, ATT, Hold Time, AUX etc.). Conducting NPI (New Product Implementation) Trainings and tracking its effectiveness.Conducting Call Calibrations across departments with Quality and Operation team.Conducting the recruitment of the agent for the TTSL & BPL process.Maintaining the Training Tracker and Report of the all Trainer’s for the Batch taken.Floor observation in coordination with Operations to improvise the quality and product knowledge of the agent on floor to perform better.Tracking the Quality Score for the NHT batch for first 3 months.Preparing and supporting the Question Bank for the Client and getting uploaded.Project Repeat Calls – FTR.Scripting Project for west zone. Show less

• 

  Kotak Mahindra Bank

  Jul 2007 - Oct 2008

  Consultant Training Manager - Retail Asset Business

  TRAINING MANAGERTrainer – Personal Loans, Business Loan & Cross Sell Division for DST & DSAContent Development & Designing the Training Modules, as per the requirementTraining included Product, Process, Basic Selling Skills Quiz to be conducted monthly or bi-monthly for every location.Every location has to be visited once a month for the training.Responsible for screening for the new recruits for Ahmedabad.

• 

  Centum Learning Ltd

  Oct 2008 - Sept 2010

  Deputy Manager - Airtel Business Solutions

  • Undertook multi-task trainings for Airtel Broadband & WLL and other companies like Tata Capital, HUL, Pespi Co. • Successfully made educational deals with the colleges & institutes for training & placement assistance to the students; spearheaded the entire Gujarat Circle • Engaged in the Sales & Distribution for Project CRI - Colleges & Institute

• 

  Kotak Mahindra Bank

  Oct 2010 - Jun 2023

  • Effectively managed the training operations of Gujarat along with all the 4 states of South India• Monitoring current training partners; designed the content for the training partners to follow• Undertaking regular interventions for the training partners with the arrival of every new batch • Conducted the Train the Trainer workshop for ITM University, Baroda and Manipal University, Bengaluru • Conducting sales management workshops for middle management professionals, imparting sales training and behavior training; accountable for the induction training for entire Gujarat• Played a vital role in executing the merger training for ING Vyaysa Bank Show less

  • AVP HR - Training Lead Commercial Bank

    Aug 2020 - Jun 2023

  • Chief Manager - HR - Organizational Learning Training Lead - Commercial Banking

    Nov 2016 - Aug 2020

  • Chief Manager - HR Organizational Learning Consumer Banking

    Oct 2010 - Oct 2016
• 

  Piramal Capital & Housing Finance Limited

  Jun 2023 - now

  Zonal Performance Coach