Robin Kar

Experience

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  Infosys bangalore

  Feb 2013 - Feb 2015

  Senior Process Executive

  Key Result Areas:  Monitored transactions for customer's bank account Performed ongoing customer due diligence including maintenance and updating of AML and KYC records and information for existing clients Managed 3 sub-processes under team leads instructions Conducted audits of all the accounts which are done by teammates so as to give 100% to clients  Worked on daily reports of NAC-IP alertHighlights: Got promoted to Sr. Process Executive in 18 Months of Service Received Employee Engagement Award (for meeting KRA and showing a positive impact on the team) Achieved I-Star Certificate of Appreciation (for a stellar performance and critical contribution in achieving organizational goals in 2013-2014) Received Infosys Client (Sun Trust) Certificate of Appreciation Show less

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  Genpact

  Mar 2015 - Feb 2016

  Sr. Process Associate

  Key Result Areas:  Monitored transactions for Google Wallet & Google Play Store  Authorized to approve/cancel transaction based on suspicious activities  Performed new customer ID check through applications like Accurint, and D-Tec  Determined existing fraud trends by analyzing accounts and transaction patterns  Monitored real time queues and identified high risk transactions Highlight: Received Performance Appreciation CertificateApplications Used: IP and IMEI tracking net tool  Social networking sites for present location trace  Google payment tool for transaction history  Accurint & D-Tec application for KYC tracking  Google API map to locate IP Show less

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  Happay - Expense Management Solution for Businesses

  Mar 2016 - Oct 2021

  Assistant Manager

  Key Result Areas:  Led a team of 167 members from 3 verticals (Including 2 TL and 1 SME) Managed and serviced clients' end-to-end queries via chat, voice, and email Monitored process, flagged issues, trained the team, and directed measurement framework to smoothen the process Reviewed existing processes and developed opportunities to enhance efficiency Ensured to balance needs of customers while balancing internal business requirements for productivity and performance Maintained & improvised metric for the process - AHT, FCR, SLA, and Compliance Maximized revenue opportunities through effective forecasting, renewals, upselling and cross-selling Planned rosters and bandwidth by analyzing volume trends and projections on a continuous basis (Weekly/Monthly) Conducted monthly performance reviews within the team & shared insights, followed up targets with the managementProjects Managed: New calling setup with enhancer includes all advanced features  Chat development with fresh chat integrated with CRM Highlights: Got promoted 3 times, Sr. Associate > Team Lead > Sr. Team Lead > Assistant Manager in 5 Years and 8 Months Received Certificate of Excellence Award for 2016-2017 & 2017-2018 Achieved Employee of the Year (2019-2020) Received Certificate of Leadership in 202 Show less

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  Gowelnext Solutions Pvt. Ltd.

  Dec 2021 - Jul 2023

  Operations Manager

  Spearheading entire operations functions with large resource, driving customer satisfaction by chalking out strategies to retain & acquire new customers Strategically allocate people and resources, track attendance and roster (WFM) Led a team of 153 members from 5 verticals (Including 3 TL and 2 SME) Managing all transaction processes and delivery of services; providing services to existing customers and managing all aspects of customer relationships Encourage team members for employee engagement activities. Development and implement improvement through process KPI board. Monitored process, flagged issues, trained the team, and directed measurement framework to smoothen the process Maintaining and improving verification and central operations by monitoring system performance, and resolving problems Improving and implementing customer risk rating criteria with KYC management and procedure for both consumer and corporate customer Organization and process policy to be followed by the team members Ensuring a strong team approach and the attainment of maximum performance levels & productivity Formulating & publishing Key Performance Indicators (KPIs) to stakeholder and senior management ROBIN KARExperienced, detail-oriented professional targeting assignments in Customer Service management and KYC Analysis with an esteemed organization, preferably in Bengaluru Performing technical troubleshooting & gathering information from customers to identify root causes of customer problems and/or dissatisfaction Preparing operational performance reports by collecting and analyzing email & call agent’s data Working on recruiting, selecting, hiring, and training new hired personnel and preparing them to respond to customer questions & complaints Performing root-cause analysis and implementing preventative measures for recurring escalations per the SLA Meeting financial targets by estimating performance requirements and preparing annual budgets Show less

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  Craft Silicon

  Jul 2023 - now

  Service Desk Manager

  Key Result Areas: Incident, service request, & problem management for product operation service desk. Managing a team of 47 members to achieve the operational targets. SLA, FCR, AHT, Incident back logs, Repeated and Major incidents, deliverance on time, re-open rate etc. included in primeKPI. Conduct weekly meetings for weekly overview with clients and monthly steercom meetings with higher management. Team performance and appraisals meetings monthly and half-yearly respectively. Feedback and training arrangement for new joiners and tenure team members. Assisting Client visit in/onsite for company performance deliverance including compliance measurements. Engagement with HR for first and second level of hiring. Conducting intra department discussions for ease in communication and deliverance. Daily EOD sessions with team for hygiene maintenance of raised tickets and incident Show less