Yathis Amin

Job Responsibilities:

Primary responsibility is to oversee team operations to ensure timely and efficient delivery of services to end-users, including queries related to package deliveries, pending documentation for customs clearances, tracking large shipments, handling dangerous goods requests as per protocols, and maintaining high levels of customer satisfaction and employee engagement. Responsible for training and developing team members to ensure that they have the necessary skills and knowledge to perform their jobs effectively. Monitor team performance and report on key metrics, such as delivery times, customer satisfaction, and package handling accuracy.

Collaborate with other departments, work closely with them, such as the operations and sales team, to ensure that packages are delivered efficiently and that customer needs are being met.

Maintain documentation and reporting, ensuring accurate records of package deliveries and reporting on any issues or incidents that arise.

Ensure compliance with regulations for all packages, that they are delivered in compliance with local, state, and federal regulations.

Manage key customer accounts.

Responsible for developing and implementing account strategies that drive revenue growth, increase customer loyalty, and improve profitability.

o Identify and pursue new business opportunities within existing accounts, as well as new accounts, to grow the company's customer base and revenue. Reporting on key account activities and trends, and providing regular updates to senior management. Provide a reliable, efficient, and cost-effective service for the delivery of the major shipments.

o Reporting on key account activities and trends, and providing regular updates to senior management o Provide a reliable, efficient and cost-effective service for the delivery of the major shipments

o Stay up-to-date on industry trends and best practices, and work to incorporate these into the account management strategies and operations of the company.

▪ Foster a positive work environment, promoting teamwork, and addressing any employee issues or concerns

• Handled a team of 18 to 20 associates.
• Ensuring the sales target are met month on month
• Taking care of Annual Appraisals and setting Action plans for the following Quarters.
• Conducting the Agent Development Plan with each associate from the Team at the beginning of each month, reviewing last month’s performance and setting current month’s goals.
• Providing constant motivation and coaching to the Team to exceed expected SLA’s and to be the best on the Floor.
• Ensuring all product and quality-related updates are given out to each associate through one-on-one sessions and Floor Huddles.
• Conducting random monitors for all associates across the floor and providing regular feedback for the same.

Additional Activities/Tasks:

▪ The first team to be trained on the new model Customer Obsession a program developed by the onshore team.

▪ The First team to be trained on the New Sales Module (Identity Protection Plan) Achievements:

▪ The first team to achieve top the charts on sales targets

▪ Awarded for achieving sales target month on month with excellent customer survey results Progress in Intelenet:

▪ Joined Intelenet as a Customer Service Executive on 08th October 2004.

Promoted as a Quality Analyst on May 2, 2007. (Barclaycard – Customer Care)

▪ Promoted as Team Leader on August 1, 2008. (Barclaycard - Customer Care)

• Job Responsibilities:
• Handling a team of 18 to 20 associates.
• Catering to the needs of the customer by giving prompt services for BPL MOTS (Prepaid)
• Providing assistance to newly joined executives and briefing them about the product and process.
• Handling Escalation Calls
• Driving performance in the team
• Motivate the team and ensure the Service Level Agreement’s & KPI Targets as specified by the client are met consistently.
• Timely auditing the advisors in the team and provide appropriate coaching
• Maintain staffing requirements as specified from time to time.
• Bottom Quartile management
• Control attrition through employee engagement activities