Handled cross-functional teams in in the domains of Customer - TopicsExpress

Handled cross-functional teams in in the domains of Customer Services, Customer Disputes and Retention for Citibank Retail Banking. | Conducting quality coaching sessions and call monitoring for team members, improved average quality by upto 15%-20%. | Monitoring the Agents performance, ensuring alignment of Individual goals and Process SLAs and KPIs. Reduced average call time by per call / per agent from 350 secs to 335 secs. | Improved team Customer Satisfaction [CSAT] ratings. | Planning and execution of effective R&R programs. Suggested corporate tie-ups and awarding gift coupons instead of cash prizes, whereby reducing overall incentive costs. | Providing support to the team and facilitating professional growth of the team members. Assisted and coached team members for IJPs. | Training and Developing the Agent Advisors to ensure success on the work floor. Conducting regular training batches for the new joinees. Aiding the team to solve operational roadblocks & ensuring smooth migration. | Attending Calibration sessions with the clients to discuss quality improvement initiatives. | Provided effective and timely resolution of employee grievances within the team.

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