astuteashish
Ready to Excel , with good knowledge in computers
Username: astuteashish
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Location: mohali, India 
Member since: October 2012
Professional Manager with 8 Years experience in Contact Center Management with expertise in verticals like - Inbound Customer Service, Outbound sales and Retail Management. Skilled in managing large teams, analyzing and resolving problems, building and leading teams, and process improvement.\nCore competencies include:\no Driving the development of high performance and superior customer service. \no Creating team that supports client programs, service and products effectively. \no Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff. \no Ensure servic...e levels are satisfied by leading floor management and workflow distribution. \no Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
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Resume
Experience
Team Manager
Jul 2008 - Present
(4 years)
Competent synergies Pvt. Ltd.
o Managing RBPO-GSM processes of Reliance with 150 member's team and 6 Team leaders.<br />o Responsible for the complete management of the KRA's which include SL management, attrition, Quality analysis, Manpower Planning, Agent and seat Utilization.<br />o Review call center statistics to measure staff performance and the need for improvement. <br />o Develop customer service techniques of each customer service representative to drive revenue growth.<br />o Perform quality checks, develop and review performance
Education
MBA
2009-2010
Certifications
MCSE
STG
