Amandeep Kaur

Plan, streamline operational processes and ensured quality assurance in day-to-day operations. Streamline and manage a team of customer support and campaign executives, including roster and leave management. Ensure exceptional customer service for a portfolio of 90+brands across various sectors retail and BFSI. Self execution of emailers, Push Notifications(PN) &SMS campaigns via various tools such as Clevertap and Salesforce. Handling escalations from irate customers. Educate team members according to clients' projects scope and budgets, ensuring alignment with business objectives. Analyze monthly, quarterly, and annual customer service activities and agent performance to optimize operations. Conduct quality analysis of inbound and outbound calls, regularly auditing to maintain high standards. Develop initiatives to improve customer service and enhance overall customer satisfaction. Coach individual team members using a variety of data sources to optimize their performance. Document process flows, created SOPs, and prepare training materials for brand-specific activities. Support metrics managing like NPS/CSAT/Response time/Customer satisfaction/Support tickets resolution Create goals and KPIs for the support team

• Working on CRM Salesforce & Zoho to ensure it is always up to date. • Maintaining a strong working knowledge of clients/Member doctors, medical centres and hospitals and their insurance and legal portfolios with the company. • Managing client communication through weekly Emails • SMS deployments for marketing campaigns. • Establishing coordination between The Backend and Sales Team. • Closely dealing with our partner Insurance companies and brokers for processing the professional indemnity policy for the Doctors. • Creating and handling client knowledge base related documents. • Responsible for maintaining trackers and reporting for Member escalation, team revenue etc. • Timely training and inspection of the internal team members. • Liaising with Vendors and Partners, internal Sales & Accounts team. • Ensuring Vendor's Invoice and Payment tracking within the deadline. • Regular Cross Selling & Upselling of services.

Full-filled client service requirements on confirmed leads received from Sales Team. • Facilitating post-sales services to existing clients. • Being SPOC between clients and our organization. Cross-selling and up-selling value-added services to existing clients. • Responsible for Employee recruitment and onboarding activities. Team Management along with conducting weekly performance review, attendance, refresher training. • Responsible for updating Client Relationship Module. • Worked on client's feedback, escalations for their resolutions. • Controlling employee attrition and retention. • Strong follow-up and regular interaction for client placement and client servicing .