D'SOUZA ESTELLO

1) Handling Client Requests Across Globe (Via- Email, Live Chats)

2) Handling Client escalations with highest level of customer satisfaction and the lowest rate of customer defection.

3) Handling irate clients by empathising.

4) Continuously refine and improve the quality of customer interaction, satisfaction and retention by working towards improving standards, providing the best facilities and the highest technical skills.

5) Conducting survey and polls to generate customer feedbacks report.

6) Sensing the urgency of the client request and setting priorities for the service delivery without defeating the SLA.

7) Communicating and encouraging with the internal team to act promptly without any delay in documents processing and achieving the targeted goals set by the management.

8) Daily/Fortnightly conducting calls on customer feedbacks and reviews

9) Screen-sharing session with clients across the globe for quick solution by upholding data protection and information security.

10) Handholding new clients at the initial stage by helping them to navigate the product and sharing knowledge about the same.

11) Monitoring and controlling SLA.

12) Managing daily Operations tasks with internal group Coordination.

13) Setting priority for the process leak fixe with the developers along with the management intervention to avoid show stopper

14) Editing and Lining Knowledge Base articles (KB Articles)

15) Handling Key Productivity indicator report (Support Desk)

16) Quality controlling.

17) Associated with Sales Team for new client requests & Features

18) Fortnightly discussion with the top management on sales targets and revenue generation.

19) Analysing the show stopper areas & Planning actions to mitigate

20) Preparation of new feature release notes and publication to clients.

21) Assigning priorities for process break fixes.

22) Closely monitoring the product release with the QA, testers and developers.

23) Daily synchronisation with top managements for daily plan of actions.

1) Conducting Internal and External Audits on regular basis.

2) Implementing and Maintaining Error logs sheet for tracking real time errors and taking precautionary action to overcome forecasting situation in the long run.

3) Training & Mentoring Staffs to enhance their productivity and skills in various aspects.

4) Study of root cause Analysis On various operational activities.

5) Conducting training and Assessment on a timely basis.

6) Constructive plans and measures to generate Revenue.

7) Controlling and retaining human resources.

8) Directive measures on cost-cutting and Plan of Action on reducing waste of resources.

9) Preparing Client government reports & Plan of actions to mitigate errors.

10) Preparing and presenting the products (Value added services) in the travel work shop, application centre, VIP Lounge.

11) Ensure all administration and logistics of passport delivery to consulate/ applicant / logistic company etc.

12) Maintain compliance to the standard operating procedures, manuals, etc. without deviation in the process.

13) Inform the applicants about the available Value Added Services and ensure delivery of Value Added Service options to applicants/ customers.

14) Encourage applicants to provide feedback on services provided and their overall experience at the application centre.

15) Ensure that the entire process is completed within the mandated Turn Around Time.

16) Collaborate with Business heads to identify areas of technical and business management

17) Manage diverse, geographically dispersed teams and projects.

18) Acting as an escalation gate to resolve critical issues within the organisation.

19) Responsible for people management.

20) Responsible for preparing operation budgets.

21) Demonstrating Sales targets and forecasting future sale analysis and explain the benefits and Setting target/goal for each staffs for Sales achievement.

22) Tackling staff’s remuneration (Overtime, Incentives, travel expenses, leaves encashment)

23) Quarterly/Annually training and coaching external service provider(Call-centre) For mentioning the highest level of customer satisfaction

24) Preparation for ISO Audit.

25) Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.

26)Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.