Pankaj Malik

Developing objectives for the call centre’s day-to-day activities; Conducting effective resource planning to maximize the productivity of resources (people, technology etc.); Collect and analyze call-centre statistics (sales rates, costs, customer service metrics etc.); Monitor and improve ordering, telephone handling and other procedures; Prepare reports for different departments or upper management; Improving customer service experience, create engaged customers and facilitate organic growth; Analyse statistics and compile accurate reports; Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment; Investigated discrepancies discovered during auditing process.

Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee; Implemented policies and standard operating procedures for continuous improvement; Conducted performance reviews each quarter, offering praise and recommendations for improvement; Coached employees in successful selling methods and encouraged cross-selling to drive revenue; Improved sales processes to streamline customer acquisition and onboarding strategies; Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries; Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands; Analyzed projects to determine resource requirements and procured necessary equipment and software; Managed and motivated project teams to promote collaboration and keep members on-task and productive; Built and utilized reporting systems to keep customers and management in loop with latest information; Developed auditing program to address risks and evaluate regulatory requirements; Identified control gaps in processes, procedures and systems through in-depth research and assessment and suggested methods for improvement; Investigated discrepancies discovered during auditing process.

Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies; Trained team members in successful strategies to meet operational and sales targets; Monitored employee performance and developed improvement plans; Coached team on effective upselling and cross-selling methods.

Maximized customer interactions by promptly identifying needs and wants; Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service; Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.