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Flag of India Mohali, India
Member since October, 2012
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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. Core competencies include: o Driving the development of high performance and superior customer service. o Creating team that supports client programs, service and products effectively. o Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff. o Ensure service levels are satisfied by leading floor management and workflow distribution. o Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
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Team Manager

Jul 2008

o Managing RBPO-GSM processes of Reliance with 150 member's team and 6 Team leaders. o Responsible for the complete management of the KRA's which include SL management, attrition, Quality analysis, Manpower Planning, Agent and seat Utilization. o Review call center statistics to measure staff performance and the need for improvement. o Develop customer service techniques of each customer service representative to drive revenue growth. o Perform quality checks, develop and review performance



2009 - 2010 (1 year)


MCSE (2002)



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