Japan Patel

Efficiently taking care of Ramp Up and Process migrations along with transitions from US to India. Preparing and amending draft Process Note and have been taking care of BAU (Business as usual) & BCP (Business Continuity Plan) activities on requirement basis. Actively involved in client calls for manpower projection and capacity planning, forecasting, scheduling and staffing. Identifying process gaps, improvement area and initiating projects for process improvement. Negotiating SLA targets with clients basis on User Performance Tracking system. Deciding and taking action plans for the betterment of people, process and organization. Arranging L&D activities for employee through various Employee Engagement Programs. Coordinating with Clients and Onshore departments in US for Process and Performance related issues/suggestions/implementations. Standard Operating Procedure (SOP) creation for own department.

Prepare daily and historical Business and Internal Reports also helping the internal customers by raising timely alerts in order to curtail the possible damages to business. Schedules are prepared considering forecast volume, AHT, current call trend, shrinkage etc. on WFM Tool as per SOP, also considering Preferences from Ops Team related to shifts/leaves and have ensured shift rosters are updated, audited and shared with HR team for pay roll process. Forecasting the infrastructure & manpower required, coordinated with HR team for batch/HC requirements and was keeping records of batch details, certification %, floor hit ratio, shrinkage & attrition data in order to track the capacity planning.

Team Size of 25 Representatives handled for Prepaid, Trade and Data desk segment. Involved in keeping a Check on team performance such as call productivity, call handling time and other scorecard parameters and sharing feedback accordingly. Responsible for maintaining and achieving SLA targets, Monitor Service level of company. People management to maintain discipline and build relationship with team members. Conducting training sessions for newly joined associates pertaining to product knowledge and company policy and procedures. Live Barging calls for team members on daily basis and providing proper feedback. Proactively participate and lead the various internal projects DRT (Deficit Hours recovery team), process related R&R activity, PRT (Project Retention Team), EMCT (Extra mile Co Team), C-sat, Toll Gate and Interview.

Worked with Vodafone Inbound Call Center operations as Customer Care Executive for handling customer complaints, Requests and enquiries related calls. Handled correspondence in Customer Support Group/ managed daily reports and lead and support to setup Data desk and Blackberry services team. Due to Excellent Performance was moved from Prepaid to Premium Associate and thereafter became a Team Coach.