MIS/ Back-End & Team Leader
I have experienced 2 years as a Sr. Back-end executive in videocon, 3 years experienced in reliance as a team leader & as a MIS co-ordinator in MTS corporate.
Spanco BPO Services Ltd
From June 2012
❖ Currently Handling Inbound operation for Reliance BLP process (OJT)
❖ Grooming New Agents & training them on key product
❖ Preparing Team Reports on Daily/ Weekly/ Monthly basis
❖ Conduct Team briefing for improvement of team quality as well as maintain all target.
❖ Assessing team's performance and guiding them on improvement & growth.
❖ Managing of attrition and leave management for staff.
❖ Sending daily performance Tracker to Client.
❖ Maintain Absenteeism, Shrinkage and Attrition from OJT.
❖ Taking care of quality and communication report of new executives.
❖ Managing a team of new executives.
❖ Ensuring proper communication with customers regarding schemes, tariffs & product.
❖ Coaching and Q n A with new executives on daily basis.
Keeping a track of daily targets for team & mentored team mates to achieve those targets & maintain high standards of customer satisfaction
❖ Technically competent professional with over 3 years' 3Months rich experience in the
❖ Working as Team Leader with Spanco BPO Services Ltd. in Mumbai from last 12 Month.
❖ Proficient in managing & leading teams for running successful process operations.
❖ Acting as an escalation gate to resolve critical issues of the team members. Skills in conducting various technical training sessions for enhancing the performance and quality of service.
❖ Strong communication & interpersonal skills with proven abilities in Customer Relationship Management & Team Management.
❖ Got the Certificate & Award for BEST TEAM LEADER
❖ APPRECIATION LETTER from client for very active participation on work areas achieved all target.
❖ TOP Performer of the Month Award for a consecutive 5 months in recognition of achieving all the KRAs & KPI's.
❖ Taking an inbound call for 3 months in Videocon Process
❖ Helping my Team Leader to maintain team data on daily basis
❖ Conducting team briefing in absent of Team Leader.
Qualifications & Certifications
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