Disha Mewani

 Coordinating with the Sales team for end to end resolution of client service request related to Demat & Trading Account  Providing training & refresher to the sales team (new and vintage employees) for the product & process knowledge, and new updates.  Highlighting the frequent issues faced while interacting with the sales team to the Top Level Management during the Monthly Regional Reviews.  Handling client escalations and various other requests.  Preparation of various MIS to track the performance of the Sales Team and suggest ways to improve their performance.  Handling 2 Zones with each zone having 3 to 4 regions and each region having a minimum of 4 clusters, clusters further having 5 branches each and closely monitoring their activity and performance.  Preparation of the score card to evaluate the performance of the individual employees in the sales team as well as for the Cluster, Region and Zone, and giving Trophy, Physical and E-certificates to the top performers and stinkers to the lowest scorers.  Suggest ways to improvise on the process. Eg. – 1. Providing approval of the forms on scan to ensure less rejections of the sales team. 2. Conducting weekly conference calls in various clusters and regions on weekly basis. 3. Initiated score card system as mentioned above.

 Handling customer’s queries, requests and complaints on inbound calls.  Making outbound call as per business/client requirement.  Preparing MIS on weekly basis for the outbound activities.  Distribution of the data for outbound calling activities.  Taking client escalations.  Handling the floor in absence of the Team Leader or Floor Manager.  Barging calls and scoring the agents on the basis of various parameters like Opening of the call, greeting the client, understanding, communication skills, call tagging (QRC)under correct subject head, providing end and prompt resolution to the client,  Updating templates to make the QRCs.  Assigning the drop calls (calls which were unable to answer) to all the agents.  Provide training to new employees about the product & process knowledge and telephone etiquettes.