Praveen Dayakaran

Revenue Generation. Data analysis - Defect Analysis, trends, IAP, BQ Management, Training Needs Analysis. Handling different LOB's to ensure targets are driven and met. BQ Management - Bottom Quartile Management. Training Needs Analysis (TNA)- (Weekly and Monthly). Calibrating and Mentoring of new agents into the company to ensure complete understanding of the respective processes followed at every level. Nesting/Transition. Consistent monitoring performed for Voice and Non-Voice specialized staff. Regular feedback sessions conducted face to face, and including the rep's ability to listen to his/her calls so that behaviors are clearly identified. Scoring guidelines that are regularly assessed for relevance and accuracy. Involvement from operations and training personal to keep the effort relevant and in line with the needs of the operation. Regular Internal and Client calibrations sessions. Interaction with the client and operations to meet the Quality requirement. Part of Business Process Improvement /Process Improvement Team. Data analysis - Defect Analysis, trends, IAP, BQ Management, Training Needs Analysis. This includes supporting verticals such as inbound customer service & up-selling, outbound sales, inbound Email, and Chat customer support. Managing Client Interactions. Working on all the reports related to Quality and Operation. Testing the Beta version of the products and Provide suggestions.

Assisted the sales agent in planning and implementing strategies to attract customers. Coordinated daily customer service operations (e.g., sales processes, orders and payments). Tracked the progress of weekly, monthly, quarterly and annual objectives. Evaluated employee performance and identified hiring and training needs. Supervised and motivated staff to perform their best. Coached and supported new and existing Sales Associates. Monitored retail operating costs, budgets and resources. Suggested sales training programs and techniques. Communicated with clients and evaluated their needs. Analyzed consumer behavior and adjusted product positioning. Handled complaints from customers. Created reports, analyzed and interpreted data, like revenues, expenses and competition. Conducted regular audits to ensure the store is functionable and presentable. Made sure all employees adhere to company's policies and guidelines. Acted as representative and set an example for our staff.

Supported customers in their queries with exceptional customer service and also performed collections till Nov 2012 with excellent call effectiveness & high quality standards. Was promoted to SWAT/ERM in 13 months. Was promoted as Team Coach / Senior escalation specialist in 2014. Duties included allocating daily jobs and workloads, training new team members, acting as a resource for other staff members, managing team performance and progress, enforcing company approved policies, monitoring junior staff performance, implementing new initiatives, and conducting performance appraisals.