Smita Nair

Address : *** * ****** ***** ***** Jaipur Rajasthan 302021

Mobile: +91-969******* Email: abve7b@r.postjobfree.com

Result oriented and quality driven professional with zeal to learn, contribute and grow. Have 6+ years of experience in

operations, customer service and support.

• Fair amount of exposure and experience in consumer service, complaint management and relationship

building with consumers, internal employees & external partners/organizations.

• Possess good logical thinking, analytical and problem solving skills.

• Good command over spoken and written communication skills.

• Attention to detail with good time management and organizational skills.

• Ability to work under pressure and handle multiple tasks.

• Received appreciation from the Client for excellent work in handling the Complaints and managing the CEO

escalations.

Teleperformance September 2010 Till date

Assistance Manager Customer Care – CARE

Location –Gurgaon

KEY ROLE

• Joined the organization as Team Leader for Customer service team for Nokia Customer support

• Later was promoted as Complaint Handling Manager for Nokia Customer support, that involved handling a

team who were dedicated to resolve and take care of the customer complaints against the company’s products

(Mobile Devices) and warranty related escalations

• The role was completed dedicated to work on Escalation raised for the Nokia Handsets

• Have now moved into the International Process of the Organization as a Team Manager for Technical Support

which involves handling the pilot batch of the process for the American account

• Responsible for selecting, training, developing, and managing performance of professional and

non-exempt direct reports; providing prompt and objective coaching and counseling; and

coordinating, planning, and assigning work for staff in accordance with the organization’s policies

and applicable legal requirements

•

Recruitment

• Manages the resume tracking database, ensuring that it is up-to-date and accurate.

Utilize various sourcing methods to attract quality candidates, including newspapers, web sites,

trade journals, and other publications. Enforces procedures for recruiting and hiring among staff

recruiters. Tracks employment statistics, including cost per hire and source of hire.

• Performs hiring procedures that are in compliance with Teleperformance policy

• Tracks employment statistics, including cost per hire and source of hire

COMPLAINT MANAGEMENT

Handling the CEO level escalations and providing root cause analysis to the Client for every escalation raised

in all the four zones and the best practices to reduce the escalation rate for all India level

Allocation of the escalation of cases to the teams and guiding them in getting the cases resolved and settled.

Responsible for approving or rejecting the warranty cases.

Closely monitoring the status and TAT of open escalations which may convert to Legal escalations.

Preparing the Monthly Business Review for all the four zone (north, west south east India), to provide the

complete insight on total escalation raised and resolved and pending also the Best practice shared to bring a

reduction in number of escalation

Doing various analysis on these cases on the basis of sources and customer feedback.

Holding a review of the regional teams every month. Identifying the areas of improvement at the Service

Center level.

Technical Support

Currently handling the US business AT&T customer service, maintaining the client target on Customer

Satisfaction Scores & First Call Resolution

Detailed analysis on every dissatisfying survey filled by the customer doing the RCA to understand the reason

of dissatisfaction and ways to improve such errors

Preparing action plans to improve on Customer repeat call rate to ensure the customer get resolution on his

first call itself

Call monitoring & Coaching to ensure the implantation of the feedback & checking the quality

Client Calibration where we discuss the major outliers and the reasons why they could not

Achieve their targets and preparing the actioner plan to ensure they perform well

INITIATIVES

Working together with the Nokia Care Centre to provide immediate resolution to customer’s complaint.

Reaching out extra mile for cosmetic complaints (handset body cover panels etc.) which were not entertained

by the NCC

Barclays Shared Service February 2009 – May, 2010

Process Expert Operations

Location – Noida, Chennai

Worked in a UK based Bank process (Barclays Credit Cards ) on Collections (Credit Cards) & Customer

service

Helping customer in solving their financial difficulty in paying their debts and giving them the solution to the

queries & concerns

Handled customer’s complaints regarding their payments.

Was promoted as the Process Expert for a pilot process in Chennai to handle the process of Tax saving

accounts for Barclays Bank customers (UK)

Used to train (Process and Work oriented) the new joiners and act as their mentor on the production floor.

Was rewarded the best payment collector by the Operation head.

Have done Call quality check for the team and helped the team to maintain 100% accuracy

Genpact October 2005 – Jan 2009

Customer Support Executive

Location Jaipur

Worked in a UK based process for Store Card

Opening New Accounts (store card applications) online for the U.K customers resolve their

queries within TAT and to prepare an MIS related to queries.

QUALIFICATIONS

Professional : Pursuing MBA (Distance Learning) from ICFAI

Completed Graduation (BSc. Fashion Designing) from NIFD

Computer Proficiency : Knowledge of MS Word, Excel, PowerPoint and Outlook.

PERSONAL PROFILE

Father’s Name : Mr. R.S Pillai

Sex : Female

Date of Birth : 17th December 1983

Nationality : Indian

Languages known : Hindi, English, Malayalam& Tamil

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