A qualified and experienced customer service professional seeking a suitable position
SUMMARY OF QUALIFICATIONS
Customer support professional, 9+ years experience in sales, including supervisory experience within customer service and call centre environment
Excellent communication skills developed through extensive customer service provided to clients, answering multi-line calls, maintaining reports and paperwork.
Great ability to develop strong and effective relationship with clients, colleagues and business associates
Capability to manage multiple tasks and demands with time management and prioritizing it as per the requirements
Polite, good teamwork and a positive attitude
Strong leadership experience and recognized as quality team member
Proficient in MS Application: Word, Excel, CRM tools, JIRA, Internet and Outlook
Team Leader ( SITEL ) – (Equifax Client ) Mar 2016 – Jan 2019
Managed a team of 20 – 25 CSRs, audited calls, met service level agreement and initiated process improvement projects that needed to be shared with the offshore clients.
Conducted regular audits to ensure conformance to process & procedures are met
Conducted team meetings and 1-1 reviews with the team members on the metrics
Prepared tools on MS Excel and PowerPoint to show case the progress of the campaign
Allocated responsibilities to team members, created backups and trained them on new skills that would help in doing tasks more efficiently
Reviewed data, identified process improvement opportunities and drove performance (SLA compliance, MBRs, QBRs).
Conducted internal process audits and processed reviews for ensuring strict adherence to the process parameters/systems and included gage R & R, internal and external, updated tracker, conducted knowledge assessment tests for the agents
Improved short/long-term plans for the achievement of process objectives by reducing TAT (turn around time), cost and time and increasing productivity and accuracy
PROFESSIONAL EXPERIENCE (continued page 2)
Quality Auditor– ( SITEL ) – (Equifax Client ) Sep 2013 – Feb 2016
Monitored & analyzed calls to ensure quality standards are met.
Conducted regular audits to ensure conformance to process & procedures
Published weekly reports & highlighted areas of concern and correctives to address the issue
Participated in Internal & clients calibration session for different line of businesses to curb the process gap
Built operational and strategic plans, drive quality reviews and improvement initiatives across business centers at India, US and Nicaragua with the help of a cross-functional and cross cultural team.
Driven high impact projects by working closely with clients and internal stakeholders. Systematically identified, gathered, and analyzed pertinent information to develop & accomplish project goals (e.g., improve quality, increase service satisfaction, reduce risk/cost, and improve productivity/profitability).
Customer Service – ( SITEL ) – (Equifax Client ) April 2010 – Aug 2013
Handled inbound calls for Equifax Credit Bureau Campaign based in US.
Assisted customers with queries regarding credit report and credit scores & upselling them with Equifax’s monitoring products on the basis of their need
Assisted customers with how to file dispute on credit report and how to order credit report and scores, billing questions & raising service request for technical issues
Started handling nesting batches (New Hires) and mentored them during their nesting phase
Customer Service- Inbound/ Outbound collection – (I-Gate), Oct 2008 – Feb 2010
Took Inbound/outbound calls for U.S mortgage Accounts (American Home Mortgage Servicing) & handled 0-60 days past due accounts.
Made calls to the customers to collect overdue payments and assist them in any arrangements to keep them in their homes. Acted as advisor to debtors and assist in choosing payment options. Act as advisor to debtors on taxations and benefits as well as insurance covers and premium amounts best suited as per property worth. Assist debtors on deferred payment plans and expenditure planning in order to be able to pay mortgage amount.
Bachelor of Business Administration (B.B.A) 2012
Sikkim Manipal University, India