GANESH BASDEO

• Developed quality employees within call center to take over leadership positions.
• Determined quality assurance benchmarks and set standards for improvement.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Established and oversaw performance targets for call center associates.
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Led daily team meetings to review performance, set targets and motivate staff.
• Implemented innovative service strategies to improve customer experience and engagement.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Trained team members on performance metrics and consumer behavior identification.

• Identified plans and resources required to meet project goals and objectives.
• Planned, designed, and scheduled phases for large projects.
• Developed and initiated projects, managed costs, and monitored performance.
• Managed projects from procurement to commission.
• Coordinated material procurement and required services for projects within budget requirements.
• Developed and implemented project plans and budgets to ensure successful execution.

• Forecasting and Scheduling for Multiple accounts with Multiple Lines of Business
• Financial Projection and Forecast
• Performance Tracking and Reporting
• Creation of Performance Reports (Daily, Monthly, Quarterly)
• Projection and Sizing of new accounts, Business, Projects (Project Management)
• Performance assessment creation (Performance Scorecard)
• Coaching and feedback with WFM staff, Agents, Supervisors and Managers
• Payroll Reports
• Weekly Meetings/Conferences
• Managing agents’ activities and reporting discrepancies and/or areas of opportunities.
• Suggest ways on how to improve performance and productivity of the overall site.
• Create Special Reports for other Departments
• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.

During my nine (9) Years tenure at Qualfon Guyana Inc., I worked within the Workforce Department for approximately Eight (8) years and I was managing/supervising the department for over six (6) year. There were twenty one (21) Workforce staff under my direct supervision/management was also a part of the Senior Management Team who overlooked the Operations of the Center (approximately two thousand agents).Below were some of the responsibilities and duties assigned to me

• Manage the Centers Key Performance Indicators (KPIs)
• Forecasting and Schedule Customer Service Representatives (CSRs) according to the projected call volume or Clients’ Specifications
• Create and Manage Daily, Weekly and Quarterly Reports
• Host/ Join weekly conferences (Internal and External Clients)
• Dispute/Project the Center’s Performance Scorecard
• Suggest ways to improve performance and productivity of the overall site
• Managing agents’ activities and reporting discrepancies and/or areas of opportunities
• Create incentives and reward programs geared towards improving performance and growth
• Providing Coaching and Feedback to Workforce staff, Supervisors and Managers, and agents
• Manage and Report Productivity (Overall Center and Agents)
• Create Special Reports for other Departments
• Manage the Notice Boards, Information Boards and Monitors across the Center