Customer Service Management
Resume:
Sarita Samson
Nr. Jelagaramma Temple,
Lottegollahalli
Bangalore - 560094
Mobile +91-990**-***** Email: ******.******@**********.*** Date of Birth: 02 June 1978
Objective:
To continue my career with an organization that will utilize my management, customer service & administrative skills to benefit mutual growth and success.
Employment details:
Mphasis Pvt. Ltd. - Since May 2004 Team Leader - Quality
Professional summary and work experience:
Currently working as Team Leader – Quality since Feb’15 for a leading UK global Financial Services company
Sep 2009 – Feb’15: Worked as a Quality Improvement (QI) for Customer Relations (Voice) for Nesting Phase. Due to excellent performance, span was extended to be a QI for Customer Contact Response Team (Non Voice). Was appreciated by the Clients for excellent contribution in highlighting the flaw on process that was creating confusion and generating the complaints.
Also handled new business venture of handling Payment Protection Insurance Complaints (Non Voice)
-Key Responsibilities:
Evaluating calls/ cases as per client and Internal sample.
Handling Client Calls and Calibrations to ensure the teams are calibrated and streamlined to the same markings and addressing performance issue.
Enabling the process to achieve Client SLA (Compliance and P&P) for respective LOB’s by conducting Team Meetings/ Refreshers and PKT’s.
October 2007 – Sep 2009: Worked as Customer Relations team (was awarded as “Performer of the month for Sep’07 and Undertaken Nesting Teams with 100% through put/ 100% on key metrics)
May 2004 – Oct 2007: Started my career as Customer support Executive for Collections Team (call taking for 3 years). Tenure included Floor walking as Subject Matter Expert, undertaken Nesting projects (100% throughput). Awarded as Best collector for couple of competitions.
An overview
A competent professional with 12+ years of experience in Process management, Client relation management, Team management, Complaint handling and resolution.
An out of box thinker with proven track record of establishing processes, SOPs, streamlining workflow and creating team work environment to enhance productivity innovatively
Responsibilities
Mapping client requirements and coordinating, developing and implementing process in line with guidelines
Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction levels
Preparing MI reports as per SLA with a view to apprise management of the process operations and assist in critical decision making process
Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction
Assisting Manager in conducting Internal Audit for the process and concluding with Analysis and Reports
Managing the Customer Complaint for the Lines of business and managing Monthly reports and Deck
Managing day to day QI volumes and ensure that the volumes are cleared within TAT
Handling client emails and communications
Handling team queries and process related queries
Managing daily, weekly and monthly reports for the clients and Internal Process
Training the process on new updates and new process on Client request
Analyzing queries to bring the reduction in queries and report the same
Regular quality checks for the team members/ Process
Analyzing internal and external quality to know the defects/ flaw and correct the same
To drive continuous process improvement. To be actively involved in evolving and improving the Process knowledge in the team
Working on pilot projects and help in developing the same by suggesting improvement areas and application performance
Achievements
Achieved 100% on Client SLA (Compliance) in Nov’16
Best Support of the year 2016
Best QI in monthly and Quarterly R&R
Summit awards for going that extra mile to help the process requirements and managing on different lines of business (QI perspective for new lines of business)
Certifications
Credit Card Domain Training in the year 2014
ACE Certification on People Management
On Trac Certification
Academic details:
XIIth Standard, 1995,Kendriya Vidyalaya, Jodhpur
Xth Standard, 1993, Kendriya Vidyalaya, Baroda
Date: 01/11/2017
Contact this candidate