Customer Service Branch Manager

Sumona Choudhury

Mobile: +91-959******* E-mail: ********@*****.***

Professional Summary

To obtain a challenging opportunity with an organization that will benefit from my highly developed organizational, interpersonal and leadership skills and pave way towards a successful career ahead.

Professional Experience

Ernst and Young LLP Services – Senior – Bangalore

Nov 2016 – Dec 2018

-Member of the Global Mobility group for GDS India

-Managed client accounts for stakeholders (UK and Sweden) involving Coordination and documentation; complying with the GDS and OGP model

-Coordination included Mailbox management, OOS (out of scope management), PSM (prime sub memo) preparation

-OGP model included mailbox management of multiple engagements, end to end application process including Initiation, Assess and Advice, Production (including payments) and Decision phases respectively

-Interacted with stakeholders directly on new engagement services and processes

-Discussed Process improvements with stakeholders on Process guide and Visio’s

-Point of Contact for day to day services between the UK/ Sweden stakeholder and the team

-Maintained RCA’s and provided feedback for all errors

-Updated timesheets and consistently maintained 70-75% chargeability

-Recognized and appreciated by Stakeholders and the India team for my services

World Visa Consultants – Bangalore - Branch Manager

October 2015 – Nov 2016

My duties included:

-Recruitment

-Sales and Process supervision

-Training and Up-training

-Promotional Activities

-Website Development

-Complete branch operations and management

More Visas Immigration Consultancy Pvt. Ltd. – Bangalore – Branch Manager

Oct 2013 – Oct 2014

-Branch Operations

-People Management

-Customer Service

-Administration

-Training & Up-training

-SPOC for Escalations

-Business Development & Sales

Y-Axis Solutions Pvt Ltd – New Delhi – Branch Manager

Aug 2007 - Dec 2008

-Marketing

-Sales

-People management

-Branch Office Set up

Day to Day Responsibilities included:

Administration, Recruitment, Manuals, Updates, Cash and Banking transactions are some of the supervisory functions I handled

Constantly involved in increasing client database and conversion.

Planning and strategizing branch advertising budgets with the Director/ Marketing Lead

Travel to Consulates for seminars and upgrade product information

Participated in Immigration & Job Fairs to improve brand recognition

Tactfully maintain a good work atmosphere for smooth functioning of the center

Actively involved in sales and achieving branch targets.

Direct client interaction and conflict resolution

Set team targets and follow up strategies and implementation

Conduct team meetings and send weekly reports to the Director with team feedback

Constantly enhance team sales skills by sharing experiences and refresher trainings. Also kept motivation levels high to achieve and excel target

Handled complete branch set up and functioning

Performed all recruitment activities from retrieving leads to closing on positions

Provided complete process and sales training to the new recruits

Trained and implemented counselors on complete scrutiny of profile management and compliance with procedures

Complete lead and inquiry management and distribution

Incorporated new marketing strategies to increase inquiries

Planned and strategize the advertising budget

Managed branch staffing and productivity

Supervised and monitored counseling sessions, emails, calls or walk-ins

Introduced the grading system to measure consultant performance

Overall supervision of the team sales activity

Managed client billing requests and successfully achieved branch targets

Collected feedback from clients in the form of emails, phone calls to improve customer service

Independently responsible for branch functioning

Was involved in the inception of the Gurgaon office setup

Accenture Services Pvt Ltd – Bangalore - Customer Service Lead for a Banking Process

Mar 2006 – Oct 2006

Responsibilities

Sent to Ireland for transition of project (Procurement, Accounts Payable and Customer Service) and knowledge transfer

Interacted with clients and On-shore teams to gain a though rough understanding of the project

Prepared the training modules by interacting with the back-end and voice teams and also successfully tested the same with the clients

Trained and certified agents on completion of modules

Set up conference calls with the on-shore and off-shore leaders to provide regular updates on the project

Completed the Service Readiness Cycle pre-Go-Live

Failure Mode Analyses of the project along with the team and achieved Operational Excellence

Created and maintained the Knowledge Base for storage and reference

Arranged end to end set up. Domain id’s, enterprise id’s, application access (Siebel, SAP, SRM, UAFE) and seating

Report any system outage and liaise with the Barcelona team to enable access

Liaise with the Global and Internal IT to ensure proper system functioning

Started with a team of 11 Agents that grew on to become a team of 25. Conduct team huddles and responsible for allocating work amongst agents

Retrieve reports from Siebel and produce them to the management

Participate in regular conference calls with clients and internal management

Maintain and report metrics to management and employees

Retrieve and discuss team feedback and areas of improvement

Review all emails sent out by the agents with the support of the Email Coach

Involved in production by sending out emails to the clients

Monitor calls from Witness and provide feedback to agents

Quality check calls and report areas of improvement to the management

Action Voicemails and make call backs to the clients with respective resolutions

Audit all emails, calls and voicemails and vigilantly provide hourly process updates

Conducted interviews to increase team headcount

Acted as the Career counselor for the agents and actively involved in meetings, discussions, counseling sessions and One-on-One interaction with the agents

Maintain team schedule adherence, productivity and attendance

America Online Member Services – Bangalore – Team Leader

Aug 2002 –Aug 2005

Responsibilities

Managing a team of 15 consultants. Start and end the day by conducting team huddles

Guide, direct, monitor, coach, develop and motivate the team for performance

Provide constant feedback to CCC’s, in terms of IPS’s, Calibrations, PSM’s and Remotes to provide Legendary Member Service

Track performance, and provide reports to the management. Provide regular updates on process and also ensure guidelines compliance by doing spot quality checks and audits

Discuss problems/issues with average performers and draw Action Plans to help improve their performance

Oversee staff productivity by maintaining team Schedule Adherence, Vacations and Sick Leaves

Conduct team building exercises and evaluate staff with individual problems to improve performance

Identify challenges and discuss resolutions with Sr. Team Lead

Also trained a batch of 30 CCC’s as Queue Level Initiative

Education

B.Com - Bangalore University - 2001

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