Jigyasu Behl

 Key Deliverables: - Programme Governance and Management - Stakeholder Management - Service Delivery Management  Key competencies: - Customer Relationship Management - Subject Matter Expert for outsourcing opportunities in Airline, Travel, BPO and ITES industry - Due-diligence for opportunity identification and scope validation - Risk Management

 Analyze and maintain all Client Service Level Agreements.  Ensure department operates efficiently according to client and company measures  Resolve escalated customer complaints  Work with support departments to ensure staffing strategies are effectively executed.  Analyze performance results and implement department improvements.  Prepare performance reports by collecting, analyzing, and summarizing data and trends  Ensuring that confidentiality of customer information is maintained  Implementation of new working procedures in the operation process  Accomplish human resource objectives by recruiting, selecting, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.  Meet financial objectives by estimating requirements; analyzing variances from budget; initiating corrective actions.  Support long and short term financial projections.  Responsible for expense management.  Ensuring that confidentiality of customer information is maintained

 Ensuring Service delivery as per SLA's  Client interaction and expectation management  Review productivity trends and take necessary actions to ensure optimum performance  Attrition management  Overall process reporting including month process dashboards  Grievance handling and Skips  Review team performance and take corrective actions if required  Running the incentive schemes as per budget  Develop KRA's for the team  Managing Client expectations active engagement with the Account manager for business expansion  Coordinating with the support functions (Training, Technology, HR & Admin).  Ensure adequate staffing. Active participation in hiring and new hire training

 Leading a team of 20 associates.  Responsibilities include achieving daily and monthly targets, ensuring that the quality parameters are met.  Monitoring agents and giving feedback.  Taking Supervisory calls.  Identifying and training the team members who are not able to achieve their individual targets, thus ensuring that the team targets are met.  Attending Internal & Client calibrations.

 Handling billing enquiries for AT & T (CustomerSales & ServicesCenter)  Handling second level escalations.  Responsible for customer satisfaction regarding the billing issues and identifying opportunities for local, long distance and VOIP sales.  Taking care of Team Leader’s responsibilities in his absence.  Monitoring & mentoring new agents