Sibin Varghese

• Managing and Handling Customer Escalations
• Liaise with Operations to ensure seamless Customer Experience
• Managing High Priority Accounts and setting up protocols for best in class service delivery
• Governance with Business Units to track and optimize Operations
• Drive Internal & External Customer satisfaction index through strategic and tactical approach
• Implementation of AI tools to ensure proactive approach is applied
• Quarterly and monthly business reviews with… Show more

• Managing and Handling Customer Escalations
• Liaise with Operations to ensure seamless Customer Experience
• Managing High Priority Accounts and setting up protocols for best in class service delivery
• Governance with Business Units to track and optimize Operations
• Drive Internal & External Customer satisfaction index through strategic and tactical approach
• Implementation of AI tools to ensure proactive approach is applied
• Quarterly and monthly business reviews with Internal/External stake holders to discuss metrics, performance and challenges
• Defining & Deploying SOP frameworks specific to High Priority Accounts and Regions.
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• Handling end to end Training and Quality Requirements Enterprise Technical Support Clients – Chennai and Bangalore
• Detailed project planning, keeping in mind the customer requirements, capacity metrics, risk factors, BCP capacity
• Defining & Deploying Quality & Training frameworks specific to Verticals.
• Maintaining an intact business environment by effectively planning capacity and resource utilization and finalizing deadlines on individual production, utilization and overall… Show more

• Handling end to end Training and Quality Requirements Enterprise Technical Support Clients – Chennai and Bangalore
• Detailed project planning, keeping in mind the customer requirements, capacity metrics, risk factors, BCP capacity
• Defining & Deploying Quality & Training frameworks specific to Verticals.
• Maintaining an intact business environment by effectively planning capacity and resource utilization and finalizing deadlines on individual production, utilization and overall throughput
• Content Development
• Change Management and Leadership Development
• Reporting and Data Analysis
• Continuous Improvement and Delivery/Business Excellence
• Drive Internal & External Customer satisfaction index through strategic and tactical approach
• SPOC for all escalations related to in-house and offshore teams
• Conducting Audits (Work place security/Transitioning/Business)
• Quarterly and monthly business reviews to discuss metrics, performance and challenges with various country leads and operation controllers
• Competency and Performance Management
• Interviewing skills to recruit the best for the job and Certification of Trainers & Quality Analyst
• Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals
• Setting up Governance structure to ensure Delivery Accuracy and Audit Readiness
• Risk Identification and Mitigation
• Attrition Management and Cost Optimization
• TNA and TNI
• Excellent communication & interpersonal skills with proven abilities in Customer Relationship Management & Team Management
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• Driving all process metrics for the client within minimum TAT and 100% accuracy.
• Responsible for End to End Delivery & Managing Team to deliver best in class solution
• Recruitement, Training, Coaching & Mentoring and Performance evaluation
• Getting the Voice of Customer, Maintaining Client relationship, Escalation Management,
• Implementing Transformation Projects, Process Improvements
• Performing Root cause analysis of customer input to BPS processes and proposal… Show more

• Driving all process metrics for the client within minimum TAT and 100% accuracy.
• Responsible for End to End Delivery & Managing Team to deliver best in class solution
• Recruitement, Training, Coaching & Mentoring and Performance evaluation
• Getting the Voice of Customer, Maintaining Client relationship, Escalation Management,
• Implementing Transformation Projects, Process Improvements
• Performing Root cause analysis of customer input to BPS processes and proposal development to address potential problems.
• Identifying potential opportunities with client and acquiring additional business.
• Formulating Quality Check Plan based on Voice of Customer.
• Identifying productivity improvement opportunities by developing process automation and optimization
• Facilitating Governance and Weekly Client Analysis Meetings. Show less

• Handling a team of 15 Customer Service Associates.
• Ensuring the team achieves weekly metrics.
• Maintaining Trackers to analyze associates trending.
• Conducting weekly training and providing feedback for areas of improvement.
• Daily team huddles to highlight the teams performance and where they stand to their goals
• Analyzing daily reports to identify trending of the process.
• Monitoring calls to identify strengths and weakness of the associates to improve their… Show more

• Handling a team of 15 Customer Service Associates.
• Ensuring the team achieves weekly metrics.
• Maintaining Trackers to analyze associates trending.
• Conducting weekly training and providing feedback for areas of improvement.
• Daily team huddles to highlight the teams performance and where they stand to their goals
• Analyzing daily reports to identify trending of the process.
• Monitoring calls to identify strengths and weakness of the associates to improve their performance.
• Handling Customer Grievances
• Ensuring Floor SLA’s are met while in charge of shift. Show less

Handling a team of 15 Sales Associates.
Ensuring the team achieves Sales, Quality, Schedule Adherence & Login Hours Target.
Conducting weekly training and providing feedback for areas of improvement.
Setting daily targets and motivating the team.
Quality monitoring of associates while interacting with Clients.
Handling Customer Grievances
Generating reports of associates and maintaining Trackers.
Weekly Reviews with Clients to provide feedback on products and offers.

Evaluating Technical Process Calls based on the call monitoring parameters.
Provide Appropriate feedback to the agents specifying the areas of improvement
Hosting Joint Calibration Session with the client for monitoring calls
Conducting GAP analysis based on results of CSAT and Quality Scores.
Identifying common errors and conducting training session with Team Leaders, Quality Team Members and Agents to achieve Zero Error.
Contributing towards Continuous Improvement of… Show more

Evaluating Technical Process Calls based on the call monitoring parameters.
Provide Appropriate feedback to the agents specifying the areas of improvement
Hosting Joint Calibration Session with the client for monitoring calls
Conducting GAP analysis based on results of CSAT and Quality Scores.
Identifying common errors and conducting training session with Team Leaders, Quality Team Members and Agents to achieve Zero Error.
Contributing towards Continuous Improvement of Process.
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