Prabhat Maurya

Delhi, Delhi, India
Aptitude, Team Management, Team Leadership
Talents
Work Experience
Assistant Manager
Full Time Jun-2014 To present 10 years 10 months
Responsibilities
  • ? Managing the communications shared with the customers
    ? Improving the Policies as per the Customer Experience
    ? Logistics coordination for meeting the SLA
    ? Heading the Complaint Board Panel of Customer Relations Team
    ? Coordinating with the Team Leaders and Team for meeting up the SLA
    ? Handling the CSAT/ NPS
    ? Managing the core areas for revenue generation for the organization
Team Leader
Full Time Nov-2011 To Jun-2014 2 years 7 months
Responsibilities
  • Email Team:

    Improving the Average Response Time and CSAT %.
    Roster planning as per to Email volume received.
    Manpower planning as per the analysis of volume received and expected spike.
    Handling escalations.
    Working on templates of team to increase FCR and reduce the replies.
    Email Internal Audits to ensure the correct reverts has been sent and quality parameters are adhered.
    Publishing the Stack ranking of the team on the basis of KRAs.
    Focus on bottom quartile agents improvement.

    Voice Team:

    Manage Real Time Monitoring in order to reduce the ART and Abandon %.
    Handled entire night shift and assisted in clearing doubts to improve sales and customer queries.
    Internal call audits to search improvement areas.
    Arranging calibration with Quality and Training team for the process update roll outs.
    Handling CEO escalations and resolve the customer issues.
    Sharing the improvement areas on the site for better customer.
Education
Bachelor of Commerce, Customer Care
School of Open LearningUniversity of Delhi
2008-2011
Extra-Curricular Interests

  • Weekend workshop done from Indian Institute of Photography.

Profile Snapshot
Prabhat is based out of Delhi & has studied Customer Care, B.Com-Bachelor of Commerce from Year 2008-2011 in SOL-School of Open Learning, University of Delhi.
Prabhat Maurya is Skilled in Aptitude, Team Management, Team Leadership and other talents.