Customer Care Sales
Resume:
RESUME
Praditha Ethuraj
No : 44, Perumal Koil street, Email: *****.****@*****.*** Pallikaranai, Chennai – 600100 Phone: 91-990******* Objective:
Aim to be associated with a progressive organization that gives me scope to share my knowledge and skills in accordance with the latest trends of the profession and be part of a team that dynamically works towards the growth of organization and settle for nothing less than perfect.
Skills:
● Proficient in English, Tamil, Kannada and Hindi.
● Good communication skills.
● Proficient in office related work.
● Very fast learner.
● Teams Spirit, Punctual, Hard worker
● People Management, Performance Management, Employee Engagement.
● Training, Sales, Quality Control
Technical Skills:
WFM Tools: Avaya - CMS Supervisor, Variant and ONTRAC star certified. Work Experience:
Company Designation Duration Location
Standard Chartered
Bank
Customer Care
Executive
2007 - 2009 Bangalore, Karnataka
Standard Chartered
Bank
Escalation Officer 2010 - 2012 Bangalore, Karnataka Scope International Team Leader 2013 - 2017 Bangalore, Karnataka Standard Chartered
GBS
Associate Manager 2017 - 2019 Bangalore, Karnataka Standard Chartered GBS - Associate Manager 2017 - 2019 Responsibility:
● Provide service to General Market Mass segment client who maintain and Meet agreed SLA in SL.
● In charge of day to day management of customer care team and accountable for their results
● Set targets, review results, deal with individual performance and manage delivery of customer care service
● Supervise the incoming call handling team to ensure consistent delivery of customer delight relating to queries or problem resolution
● Daily review of CSO’s performance
● Scheduling & Planning
● Identify and report training needs
● Assist in job performance evaluations
● Increased customer satisfaction through timely customer complaint closer
● Manage, motivate and train CSO’s to ensure that performance is optimized
● Ensure that the team routes calls through IVR where applicable
● Ensure that team meets required Service and Sales Targets
● Probe and identify financial needs on service calls and pitch relevant solutions in line with customer charter
● Ensure all sales pitches are made without any mis-selling
● Use S2S pallet to identify eligibility and register dispositions for analysis Add on responsibility
● Committee member in hiring and placement
● Handling Incubation Team
● Played Vital Role in recuperating and executing Operational Risk Achievement in 2017
● Appraisal rating, 1A (Exceptional & Role Model) for year 2017
● Have driven the team to close the year with 160% of sales achievement
● Quality score we closed the year with 98%
● Attrition was at 6% for year 2017
● Based on performance managed to promote 10 CSO in various role internally from my team
● Unit Productivity metrics was complaint in 2017. AHT < 360 SEC
SA > 97%
Staff Hr > 9:00:00 Hr
Productive hr > 8:00:00Hr
Shrinkage < 15% Planned & Unplanned
CSAT > 90%
RTF > 70%
FCR > 95%
Rejects < 2%
Achievement in 2018
● Certified on Liability product along with nine years of credit card product.
● Appraisal rating, 1A (Exceptional & Role Model) for year 2017
● Identify & report training needs
● Manage the operation activity with four Team Leaders reporting to me
● Scheduling & Planning
● Increased customer satisfaction through timely customer complaint closer
● Manage, motivate and train CSO’s to ensure that performance is optimized
● Ensure that the team routes calls through IVR where applicable
● Ensure that team meets required Service and Sales Targets
● Ensure all sales pitches are made without any mis-selling
● Use S2S palette to identify eligibility and register dispositions for analysis. Achievement in 2019
● In addition to 2018 achievement, Looking after Sales and AHT project for the Unit.
Scope International - Team Leader 2013 - 2017
Responsibility
● Manage team performance of average 12 to 15 CSO.
● Focus on the Quality Assurance and improvement of processes within the Client Care Centre
● Work closely with teams to achieve / improve business KPIs
● Monitor calls to improve Quality of Interactions with Customer
● Provide qualitative and specific feedback to drive performance
● Identify gaps and initiate process improvements
● Identify need based training requirements
● Focus on reduction of errors and share RCA basis the Escalations, Repeats & Complaints.
● Conduct/Attend Call Calibration sessions with QA, training
● Ensure process adherence and audit preparedness.
● Explore ways to improve value-added service and ensure superior service delivery through robust and customer centric processes.
● Conduct Mystery Calls to assess awareness & knowledge levels
● Support Certification and incubation of new hires
● Contribute significantly towards achievement of key service metrics - FCR / RTF/CSAT
● Support Business objectives & priorities (Handle calls, conduct Escalation RCA) Achievement
● ONTRAC star certified
● Played vital role in CSO to get promoted to next role
● Leader of Internal AHT project and ensured to get the Required Output with agreed SLA.
Promoted as Associate Manger in 2017
Standard Chartered Bank – Escalation Officer 2010 & Sr Escalation officer 2012
Responsibility
● Uncompromising approach to Escalated customer service and problem resolution.
● Responses are given to Escalated Clients within standards laid down for the unit – this would involve liaison with other sales / services units in the country, as well as with operation units in the country.
● Adherence to the laid down processes and ensures that the customers are given up to date information with regards to their escalated queries.
● Ensuring that the controls via the KCS /KRI reports are followed.
● Ageing complaints are monitored and does not exceed the threshold provided in the scorecard
● Accuracy and timeliness of data Updation.
● Pain areas to be identified and Process improvement to be initiated. Achievement
● Was given added responsibility to coach the new Joiners in escalation Team.
● Pioneer to take an initiative to Coach Front End agents on Objection Handling and escalation Reduction.
● Pioneer in stream lining Escalation Process - Resulting in 90% of Cases getting closed within TAT.
● Zero Senior Management Escalation from Contact Centre.
● Sep'13 Promoted as Team Leader
Standard Chartered Bank - CSO 2007 & Sr CSO from 2009 Responsibility
● Handle inbound customer calls quickly and effectively.
● Sign up customers for I-Banking
● Route calls through IVR where applicable
● Maintain contact records to reflect current information
● Requests and complaints turn around
● Promote cross sell of all banking products
● Maintain accuracy of information given to customers
● Have high awareness levels on KYC and Anti-money laundering Policy
● Should be open to learn new products and handle multiple skills like Liability / Cards
/ Assets
● Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.
● Ensure all sales pitches are made without any miss-selling
● Use S2S palette to identify eligibility and register dispositions for analysis Achievement
● Was given added responsibility to share the best practice to 5 CSO which I followed and help them to scale up in their performance
● February '10 Promoted as Escalation officer
Education:
Qualification School / College University/Board Year of Passing B A Economics Maharani Ammani College
Bangalore University
2007
2nd PUC Maharani Ammani College
Bangalore University
2004
10th STD Reliable English School
Karnataka State
Syllabus
2002
Interests:
● Classical Dance
● Reading Books
● Listening to Music
Personal Details:
Father’s Name : Ms Praditha Ethuraj
Date of Birth : 15th June 1986
Marital status : Married
Gender : Female
Nationality : Indian
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