Mohan BE

Experience

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  Serco

  Aug 2006 - Dec 2009

  Sr Executive

  • Was involved in a inbound process for BSNL Mobiles Karnataka• Core responsibility was to attend query on New Product Available with bsnl and any clarification required by Customer.

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  Serco

  Apr 2010 - Jun 2011

  Team Leader

   Reporting to the Manager and Center Head of the Bangalore Region Handling 80 team size for (Inbound) BSNL-GSM services In charge of customer care (Inbound) BSNL-GSM services. Region Team productivity-Ensure that the Team target is achieved and maintain the Services Levels as per SLA’s Team Monitoring Tracking Attendance, Absenteeism, Conducting daily briefing Weekly products Testes, Maintains MIS on Team Performance. Handling calls Escalation and acting as a Consultant to agent to enhance Performance, call Monitoring, two calls of an agent in a week and giving the feed back to the Agent, sending the same reports to Deputy Manger and Team Leader. To meet the quantitative and qualititative parameters. Work Environment –Maintaining healthy and Conductive work environment by following code of conduct, implementing Motivational Programs. Ensuring Customer satisfaction as main motto. Inter department interaction. Establishing a learning environment. Suggestion trend based on data initiate sustained action to overcome obstacles. Employee satisfaction survey Presentation on Performance on monthly Show less

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  KocharTech

  Jun 2011 - Dec 2012

  Team Leader

   Worked as a Team Leader (Technical) Know Max Application for Kochar Info Tech Ltd Bangalore from June 10th 2011 In charge of Technical support for – GSM,CDMA Wireless data Services Working With Know max, Learn Max, Text Max  Productivity of team-Ensure that the Team target is achieved and maintain the SLA’s as per Clients. Requirement Handling 30 team agents in team Monitoring and Tracking Attendance, Absenteeism, Maintains MIS on Team Performance. Handling calls Escalation and acting as a Consultant to agent to enhance Performance, call Monitoring,  To meet the quantitative and qualititative parameters Review periodic inputs as and when required and suggest to upper management for process improvements.• Ensuring CSAT as main motto.• Better VOC providing to Clients on daily to Achieve better customer satisfaction. Show less

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  Aegis Global

  Mar 2013 - May 2015

  Team Leader

  • Handling IBCC Responsible for Process service level agreement of closure of processes ie. Service call centre and premium CC for Vodafone• Responsible to handle a team of Sr Agents and 35 Executives• Reporting to the Manager Bangalore Circle.• In charge of customer care (Inbound) Vodafone-GSM services.• Handling team of 30 associates and ATL.• To Meet client criteria and internal Team performance• Ensure that the Team target is achieved and maintain the Services Levels as per SLA’s• Monitoring the team and tracking Attendance, and Conducting daily briefing Weekly products Testes Handling calls Escalation and Maintaing absentieseem with given target and to enhance team Performance, • Call Monitoring, two calls of an agent in a week and giving the feed back to the Agent, sending the same reports to analysis and to provide effective quality to feedback to clients.• Ensuring CSAT as main motto.• There was more ACP for a learner with good environment.• Employee satisfaction survey• Better VOC providing to Clients on daily to Achieve better customer satisfaction.• Work Environment –Maintaining healthy and Conductive work environment by following code of conduct, implementing Motivational Programs.• Define and communicate internally-set quality standards; ensure that all aspects of work achieve satisfactory Quality and Consistency. Show less

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  Altruist Technologies Pvt. Ltd.

  Oct 2014 - Nov 2016

  Team Manager

  • Handling OBCC Responsible for Process service level agreement of closure of processes ie. Service call centre and premium CC for Vodafone for Post paid customer services connection • • Handing 4 Team Leaders, 2 QA’s, One MIS and team strength of 90 agents. • Reporting to Ops Manager and Site head Bangalore Circle• Identify, follow up, and update the process changes after discussing and approval with the management• Completely responsible from Hiring of associate to raising invoice of the process. • Co-ordinating with clients & building relations interfacing with them to understand their requirements & provide customized services. For Customer Services for Post Paid Vodafone Karnataka • Responsible for Selling the New Postpaid Connections, VAS products, Value voucher plans, Full talk time & Tariff Migrations.• Responsible for Retention of voluntary churn management, MNP Activity (Mobile number Portability).• Analyzing & driving the contractual SLA’s on daily basis.• Managing the data like scrubbing DND, Uploading data in dialer, data filtering & data performance.• Involved in quality checks, internal / external audit and calibrations with PTB department. (Professional Telephonic Behaviour).• Better VOC providing to Clients on daily to Achieve better customer satisfaction• Presenting performance data to the clients in MBR (Monthly Business review).• Ensure timely MIS reports were sent to clients.• Maintain Agents performance data for discussion & Conduct Performance Reviews periodically with DR’s.• Attendance, Managing Leaves & Unscheduled absenteeism of DR’s Team.• Employee retention (Attrition Control), arranging for backfills on a timely basis.• Conducting daily huddle with team to update on all the floor issues /concerns/product updates Show less

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  Karvy Global Services

  Nov 2016 - May 2018

  Unit Manager Customer Services

  Handling business Process Outsourcing /management consulting by utilizing expertise in operations management, project & delivery management, internal audit, compliance and quality assurance, Client relationship and people management. for outbound and inbound.Experienced professional with consulting experience for verticals (Telecom & Sales), Customer Services, Compliance assurance and Service delivery with large span. Responsible for delivery assurance, development of team goals, performance planning.Specialties: BPO/ITES-Operations & Service Delivery Management (International & Domestic),Customer Services - Voice & NonvoicePeople Management - Large spansKnowledge ManagementProcess ManagementCOCP Trained on ProcessDelivering manpower from the sources for different vendorsAnalysis on NPS rating and producing the higher trend of responseEmployee relation to control attrition for the processHR Manpower TransitionLead planning and/or implementation of projectsMakes decisions and takes timely independent action in pursuit of priorities. Show less

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  Ola (ANI Technologies Pvt. Ltd)

  Aug 2018 - Dec 2018

  Asistant Manger Content

  Facilitating Testing & Assessment for leading clients foodpandaContent Development:RDT Creation :Creation of Restaurant Design Template (RDT) that forms the critical part of the entire process of Vendor experience. Also interact with vendor client’s team to understand precise expectations and meet deliver milestones accordingly. Database Management:- Flow & Quality of content testing- Monitoring the data entry of created items- Verification & Quality Check - vendor frontend as per the specifics defined.Liaison with Subject Matter Expert- Identification, selection and coordination with external experts for the preparation and review of high- quality presentation- Expertise in contacting Subject Matter Experts (SME) and Item Authors (IA)- English (Communication, Writing, Usage of English, etc.)- Aptitude (Verbal Reasoning, Attention, Logical Thinking, Critical Thinking, etc.)Team Management:Managing a team of 60 members to ensure effective time bound delivery of vendor web presentation.People Management:– Interaction with Corporate Clients, Colleges,– Scheduling for operational metrics– Maintain the good relationship with clients end etc. Show less

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  DTDC Express Limited

  Apr 2019 - now

  • Faster grievance resolution on escalation received from the client •Review all process to ensure compliance with regulation •Create SOP manual and ensure effective implementation •Close monitoring of claims team on a daily basis to ensure seamless extension of service to client •Ensure timely processing and claim settlement to customer within specified TAT• Execute continual improvement in claims process to ensure seamless experience to customer • Monitor team member and able to provide mentorship whenever needed• communicate clear instruction to team member • Maintain quality customer services by following customer service proactive; responding to customer •Ensure legal compliance by following company policies procedure and guidelines.•Preparing reports by collecting, analysing,and summarising information Show less Visiting existing clients to maintain and increase the volume of sales orderMaintaining customer satisfactionSolving the client's problemsVisiting clients both in Bangalore region Building and strengthening existing customer relationships and establishing new customer Relationships to enhance business opportunities.Producing monthly booking to improve team KPITrack and report key functional metrics to reduce expenses and improve the effectivenessCoaching the team in order to improve productivity and service qualityLiaising with both internal and external partiesProviding direction and guidelines to the team in meeting customer expectationsAnalysing customer growth and updating the product for better organizational revenue.Manage pan India customer escalations on day to day basis.Overviewing the general desk of CRM activities along with Pan India special desks like Corporate Clients, Show less

  • Zonal Manager Claim Specialist South

    Oct 2020 - now

  • Asistant Manager CRM

    Apr 2019 - Oct 2020