Saurabh Bhati

Responsible for overall direction, coordination and evaluation of the teams under management, Client - Google. Managing all activities with a team size of 15 team members and managing complete team activities and addressing Googlers queries related to Exits, HROps and Documentation EMEA Region. Managing Key SLA's: TTFT (Time to first touch), TTR (Time to resolve), Experience/ CSAT Scores, Internal & External Quality, Reopen Tickets, OOS (Out of scope queries). Conducting RCA to dive deep to include root cause analysis and develop action plans in support of driving process improvements. Spearheaded process operations for rendering and achieving quality services, ensuring a high-quality Googlers experience, while adhering to the SLAs and TAT; attended to Googlers queries & issues and ensured quick resolution of the same. Monitoring and assignment of tickets in queue to the team members to ensure achievement of service standards. Calibration with the Google SME and the Client - Google Stakeholders through MBR and QBR's. Delivered accurate information and exceptional service to achieve a high CSAT score. Conduct timely one-on-one, reviews, engagement activities and shaping the direction of the team to keep them focused and motivated to deliver the right results and to avoid attritions. Daily audits of the Live Tickets, ensuring 100% accuracy scores. Training and development programs for new team members. On a real time basis as per the business requirement.

Managed all activities of the Call Centre having 15-20 Agents with 2 SMEs and managed complete team activities and address customer complaints and assisted team in taking corrective action to maintain high quality standards. Conducted weekly & monthly reviews with clients and monitored daily call centre reports to achieve defined service standards. Conducted timely one-on-ones, reviews & engagement activities to avoid attritions. Effectively managed a high volume of Inbound/Outbound Calls/Emails.

Managed all activities of the Contact Centre having team size of 15 team members and managed complete team activities and addressed customer complaints and assisted the team in taking corrective action to maintain high quality standards. Spearheaded process operations for rendering and achieving quality services, ensuring a high-quality customer experience, while adhering to the SLAs and TAT; attended to customer complaints & issues and ensured quick resolution of the same. Monitored call volumes to ensure achievement of service standards (this included taking calls during high volume periods). Provided CSRs with support, answering questions and ensuring the team consistently. Delivered accurate information and exceptional customer service to achieve a high CSAT score. Conducted weekly & monthly reviews with clients and monitored daily call centre reports to achieve defined service standards. Conducted timely one-on-one, reviews & engagement activities to avoid attritions. Daily call audits. Conduct hiring for the process. Training and development programs for new team members. On a real time basis as per the business requirement.

Managed all activities of the Call Centre having 100 - 120 Agents with 5 Team Leaders and managed complete team activities and addressed customer complaints and assisted the team in taking corrective action to maintain high quality standards. Managed SOP updates and SLA requirements. Client Management. Training and development for self and new team members.