T. H. SHAREEF

A leading international financial printing, communications and technology company dedicated to delivering a leading international financial printing, communications and technology company dedicated to delivering a hassle-free experience with highest quality, accuracy, reliability and value for organization's financial printing and communications needs.

Responsibilities:

• Handled day-to-day customer contact via emails and phones.
• Provided knowledgeable service and support for all customer needs.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Liaised with multiple teams to better understand customer needs and recommend appropriate solutions.
• Liaised with multiple departments and teams to develop solutions and accomplish shared objectives.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Trained new personnel regarding company operations, policies and services.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded proactively and positively to rapid change.
• Sought ways to improve processes and services provided.

A nine-year-old production house based out of Coimbatore, specialized in explaining complex business concepts and process with simple & short animated video.

Responsibilities:

• Oversee team production and meeting requirements based on client specifications
• Plan and document project specifications by interacting with the team, Management and the Clients
• Plan and develop Milestones
• Maintaining smooth flow of progress in every phase of the project and ensure to accomplish the tasks within TAT
• Monitor the production process and adjusting the schedules as needed
• Effectively Liaising between the Team, Management and the Clients for updates and progress
• Maintain the Production Chart
• Maintain Attendance report
• Rewards and Recognition
• Handling and organize Crew briefing

A leading organization offering a whole spectrum of healthcare solutions across all kind of providers, sourcing end-to-end healthcare services, on and off shore, that have resulted in high-level client satisfaction and tremendous benefits to the clients.

Responsibilities:

• Center Operations
• Managing the Center operations and co-coordinating all aspects of designated engagement projects
• Setting KRAs for the Team Managers, Team Leaders and Admins and monitor them on their deliverables
• Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning
• Collaborated with Head Office and developed processes to enable compliance and recruitment of employees following Client's guidelines and contracts
• Monitoring the Production and the quality of every employee and evaluating them in a timely basis
• Payroll management
• Regular meetings with the Team Managers both Night and Day shift
• Regular calls with the Directors to discuss on various process and operational issues and fixing it on a timely manner
• HR Activities
• Overall responsibility of man power planning and recruitments
• Achieved 100% of hiring goals while maintaining the lowest recruiting costs
• Conducting researches to study the current compensation trends in the market
• Liaising with the internal departments to identify the manpower needs workforce planning strategies
• Initiated the Employee referral program
• Sourcing manpower from diverse sources like Man Power Agencies, Job Portals, Educational institutions etc
• Attending and presenting at Job Fairs
• Restructured the recruiting process with an emphasis on hiring the best possible candidate and streamlined and improved the orientation and training program to maximize performance and retention
• Developing the induction programs for the new recruits
• Implemented Employee retention programs
• Training and Quality
• Efficiently organize and conduct / arrange training sessions on process specifications
• Identifying the training needs and prepare the relevant training modules
• Conducting training sessions on Process and soft skills
• Monitored employee files for monthly compliance requirements by utilizing computer system to generate reports
• Liaising with the team in US to ensure delivering expected Production and Quality
• Liaising with different teams to ensure delivering expected Production and Quality.

An innovative business entity driven with passion and value for quality, time & performance; Optimizing industry processes & operational excellence in the services.

Responsibilities:

• Managing and co-coordinating all aspects of designated engagement projects
• Efficiently organize and conduct training sessions on process specifications
• Identifying and developing new prospects and projects
• Proactively coordinating projects and acting as central point of contact for the project team including client, facilitators, director, and project assistants
• Lead and manage the team
• Supervises Project Assistants, temporary staff and volunteers as and when required
• Live monitoring and giving feedback to the agents
• Direct client interaction
• Understand, plan and document project specification
• Efficiently organize and conduct training sessions on process specifications
• Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions
• Play a significant role in long-term planning, including an initiative geared toward operational excellence
• Invoicing to funding sources, including calculation of completed units of service
• Payroll management
• Regular meetings wit the Team Managers and with the Director
• Supervise and coach Team managers on a regular basis
• Monitor the overall functions of all work handled; identify different clients & implement adequate measures to maximize the business of the company.

A division of 365 Media Inc. ,San Mateo California, a leading application service provider for the business publishing industry.

Responsibilities:

• Managing the floor in the absence of the floor manager
• Assisting the floor manager
• Interacting with US clients
• Efficiently organize and conduct training sessions on process specifications, Voice and accent and Soft Skills
• Prepare and generate monthly-reports, training manuals, etc… as required
• Provide employees with information about the job, tasks, responsibilities and working conditions
• Monitor the overall functions of all work handled; identify different clients & implement adequate measures to maximize the business of the company
• Monitoring agent calls, analyzing performance and providing valuable feedback as well as charting out plans for improvement in quality and service standards with the Clients of 365 Media
• Identifying and implementing strategies for increasing the business of the organization
• Responsible for team production and meeting quality requirements based on client specification
• Understand, plan and document project specification
• Motivate team members to improve performance.