Summary of Career

1. Overall monitoring of the day to day activities & operations of the process

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2. Coordinating for all the escalated issues

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3. Attending to irate customers/calls & offering satisfactory resolution

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4. Analyze reports generated by respective team leaders and brief CRM in charge/ designated officer on a daily basis on the same

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5. Monthly review & presentation to CRM head.

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6. Auditing the replies sent to the customers and reporting it to CRM Head

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7. Ensure CSE performance registers are updated & maintained regularly

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8. Managing the Shrinkage (Attrition & Absenteeism)

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9. Responsible for maintaining all the service level Agreement (SLA) parameters on a daily basis on which the monthly calculation shall be derived

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10. Updating the escalated complaints module with proper feedback from MICs/ AICs

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