Muktesh Ajgaonkar
Front office Manager
Mumbai
Summary of Career
1. Overall monitoring of the day to day activities & operations of the process
2. Coordinating for all the escalated issues
3. Attending to irate customers/calls & offering satisfactory resolution
4. Analyze reports generated by respective team leaders and brief CRM in charge/ designated officer on a daily basis on the same
5. Monthly review & presentation to CRM head.
6. Auditing the replies sent to the customers and reporting it to CRM Head
7. Ensure CSE performance registers are updated & maintained regularly
8. Managing the Shrinkage (Attrition & Absenteeism)
9. Responsible for maintaining all the service level Agreement (SLA) parameters on a daily basis on which the monthly calculation shall be derived
10. Updating the escalated complaints module with proper feedback from MICs/ AICs
Master 01 July 2016
MBA in Operation and Marketing from Global Tech Institute of Management