Alan Rodrigues

• Simplify processes with effective and uncomplicated solutions
• Manage complex user queries and provide a faster, effective resolution
• Be a customer advocate in cross-function meetings to bring positive UX changes
• Share data-driven feedback to help build more user-centric features
• Be responsible for the performance of my team
• Ensuring a proper framework for Project handling
• Spearhead process improvements to reduce friction for users & optimise UX
• Projects handled:- Escalation Matrix & Complaint Management Desk

• Build detailed hypotheses to support product improvements
• Identify opportunities to increase FTR
• Create and maintain helpdesk articles and a database of templates
• SME for user queries linked to 'Withdrawal requests'
• Respond to IOS reviews and analyze trends in user feedback

• Consistently achieve the defined KPIs (SLA, CSAT, FTR and Quality scores)
• Proactively help the team with their tasks
• Identify user issues, create an RCA and escalate it to the relevant teams
• Recognise trends in user queries and suggest process changes
• Proactively prepare and share various reports to highlight the team's performance

• Analyzing team performance and creating personalized training plans
• Develop training plans based on department needs and objectives

• Monitoring and reporting the trainees' progress, introducing new learning tools to address individual needs

• Developed and executed strategic initiatives to implement key changes and improvements in revenue
• Supervise the day-to-day functioning of the admin team

• Clarified customer issues and determined problems to resolve customer queries

• Fulfilled customer needs by offering relevant products and services

• Managed a team of sales executives in a high-pressure retention process
• Responded to customer escalations and offered effective solutions to address needs

• Explained products and features to customers, answered questions and overcame objections

• Retained customers with the same or higher tariff plans
• Focus on multiple parameters (NPS, AHT, Quality scores)