EBIN PHILIP BENNY

Domain : Passport/Visa Documentation Services Performance Management : Track daily performance of staff and prepare KRA to team to meet operational requirements Address customer/applicant complaints, queries, and escalations personally or through email and telephone. Record and maintain application data, perform document screening, scanning, and uploading to the Consulate. Manage cash collection from Customer Service Executives and maintain accurate records. Oversee administration and logistics for passport delivery to the consulate, applicants, and logistics companies. Provide training and support to team members in handling applicants. Prepare and submit daily reports to Embassy and BLS reporting heads. Conduct Value-added Services training to the team for business growth

Domain : Banking and Financial Services (US Client) Transition Coordination : Process definition and documentation, conduct training and certification. Operation resource deployment and manpower training Prepare the service quality plan including the quality control, assurance and i in order to create a comprehensive quality program for specific process Responsible for Report generation and publishing reports to line managers Performance Planning by preparing KRA/deliverable of the team to meet the operational objectives of the team People management : implement career development and succession plan for direct reports to ensure sustainable employee engagement and motivation SLA and Process Compliance to maintain client relationship Maintain strong customer relationships and resolve escalations Adhere to the governance model applicable at a process level and participate in internal and external governance activities Diagnoses the gaps in the process, identify opportunities for improvement and implement reengineering initiatives to meet client and internal commitments on a continuous basis and resource optimization Implement the improvement plan to enhance customer satisfaction

Domain : Banking and Financial Services (US Client)/Training and Quality Schedule and allocate daily training based on engagement requirements. Inbound and outbound escalation call handling, follow-up to ensure resolution to build trust with the customers/Clients Call Audits, Process training, and communication training for voice resources Idea generation and process improvement projects Report Generation to monitor the performance of the team Worked closely with L&D team for TNA Use QC tools to identify CTQ's during Call and data monitoring and provide constructive feedback and coaching.

Domain : Telecommunication (UK Client) Handle Inbound/Outbound escalation call handling, follow-up to ensure resolution to build trust with the customers/Clients Call Audits, Process training, and communication training for voice resources Idea generation and process improvement projects Report Generation to monitor the performance of the team Worked closely with L&D team for TNA Use QC tools to identify CTQ's during Call and data monitoring and provide constructive feedback and coaching.