Kiran Bhatt

• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Implemented and developed operational standards, policies and procedures.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Provided strong leadership to enhance team productivity and morale.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.

• Supervising a team of 2AMs, 6TLs and 80 agents, primarily managing Live chats and emails
• Project Manager for the implementation of 2 other client projects
• Manage metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, NPS, Quality and Productivity
• Maintain responsibility for team structure, recruiting, on-boarding and training
• Maintain communication with clients; understand their needs, resolve issues, and meet expectations
• To produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line
• Managing project invoice to client on per headcount basis

Achievements:

• Increased NPS score from 52 to 76 by setting up an outbound call team, creation of NPS education templates and in-chat templates for customers
• Increased customer base to include HK, TW and KR without additional headcount
• Creation of an inbound call team to manage calls from the SG region
• Encouraged team growth by upscaling agents to multitask between various customer channels
• Drove the reduction of open-aging cases within the CRM from 8 days to 4 days.

• Managing a team of 4 TLs, 4 QAs, 8 SMEs and 55 agents
• Make independent decisions, which have major day-to-day impact in the area of responsibility
• Accountable for results of work to both Accenture and client
• Accountable for developing and managing key internal/external client relationships
• Accountable for client satisfaction in the area of responsibility, service level agreement, and ensures achievement of key performance indicators
• Responsible for fulfillment of contractual obligations/completion of deliverables.

• Managing and coaching a team of 8 Team Leaders, 120 agents and 1 SME
• Ensuring accurate payroll management; minimizing administration errors and overpayments
• Ensure delivery of KPIs including: day to day service levels, customer experience, quality and compliance measures
• Achieve productivity targets, including attendance and attrition
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment

Achievements:

• Introduced TCPH (True call per hour) metric into agent KPI - number of calls taken within an hour minus available time
• Assisted in reducing AHT across the floor as there was more visibility for agents on their productivity
• Introduced “live call calibration session” between TLs and QA
• Achieving greater appreciation for QA standards by the TLs
• Formed a Web Chat team that consisted of 15 agents within the hotline to take on chat customers and reduce call volume
• Created a Customer Experience (CE) champion role within each team to bring awareness to its importance
• Introduced various action plans and Customer Experience (CE) score improved from mid year 79% to 86% 3rd and 4th quarter
• Achieved CE for the year ending 2018 at 82% and 93% in 2019
• Increased First Call Resolution (FCR) rate from average of 68% (Jan – Jun 2019) to 91% in July 2019 – Target areas: Transfer calls, repeat calls, CE survey and knowledgebase usage.

• Effectively assist in the management of the Malaysian contact centre team to ensure required outputs are met
• Mapping and ongoing maintenance of workflows to ensure optimal efficiency; speed and accuracy and customer satisfaction
• Develop call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; executing user acceptance test plans
• Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; managing system and process improvement and quality assurance programs

Achievements:

• Created the quality monitoring score sheets and the SOP detailing the quality standards
• Improved communication between the contact centre and the store teams by creating a structured framework for case notes used in relaying messages/requesting assistance
• Reduced the call abandon rate from 58% in January to 26% in March by restructuring the existing agents and recruited, trained and coached new part-timers
• Created a customer call detail tracking sheet for contact centre use whilst training the agents on how to use the existing CRM effectively.

• To service software deliveries and entitlements requests by organizations’ in the USA – permanent night shift
• Responsible for conducting monthly Quality Monitoring and Feedback sessions (Email transactions)
• Ensure that team maintains a high level of competence and operational excellence
• Participate in deployments, migrations, process announcements, release management, and automation of processes, and ensure that all service level agreements are met
• Evaluate the performance of team members and determine training needs
• Develop process improvements to achieve cost-effectiveness and time-saving

Achievements:

• Developed a scorecard for monitoring productivity, accuracy and effectiveness of each agent
• Designed and developed a work log to capture customer's information and enquiry type
• Improved delivery process for staff migration into a one-platform site
• Processing time was brought down by approximately 50% from initial implementation
• Managed queue clearance that dated back to 3 years in 3 weeks
• Actively participated in product and process migrations from the US to the Penang delivery team
• On average, we migrated 3 products and processes a year.

• Makes necessary changes in staffing based on the day of the week, sales promotions, other anticipated events, and planning training sessions
• Monitor service calls to observe agent demeanor, technical accuracy, and conformity to company policies
• It includes: monitoring random calls to improve quality and minimize errors
• Supervising the daily call centre activities such as handling customer complaints and setting performance targets for speed, efficiency, and quality
• Worked with Quality Leadership Team to continually define Quality Assurance guidelines

Achievements:

• Developed KPI measurement scorecard for measuring productivity and effectiveness of agents
• Designed and developed Call Logging / Capturing Customers Information worksheet
• Trained Team Leaders on coaching techniques and mentoring initiatives
• Led 2 Kaizen projects through to completion: AHT reduction (from 325 secs to 280 secs) and ATM Hot Card Process simplification (less paperwork, quicker processing time - reduction of 240 secs).

• To perform real-time queue management of the after-sales service hand in hand for S.E.A and Australasia with the Technical Support department according to the SLA purchased by the customer
• To coordinate and manage crisis/extended outage situations as part of the incident management function
• To monitor and coach all team members so that they have the required training
• To participate in the recruitment and training process for the department
• To prepare and manage shift rostering for 24x7 coverage
• To present department functionality on a regular basis to internal and external clients

Achievements:

• Created the Standard Operations Procedure (SOP) manual for the Global Command Center
• Designed and developed single-handedly, the Stack Ranking Metrics / KPI to measure productivity, efficiency, and effectiveness of each agent
• Created the Crisis Communication emailing process and headed the email team
• Worked on a BPI project for cost-saving from daily operational procedures.

• To service customers, service centers, network providers, and legal departments of Australia, New Zealand, Malaysia, and Singapore
• To respond to incoming inquiries and complaints from customers
• To participate fully in a team, taking part in regular team meetings and buzz sessions
• To work on agreed productivity and quality standards
• To respond to incoming written inquiries, complaints, and questions from customers
• In Addition: To train and assist new hires with their roles and responsibilities
• To monitor their performance and to buddy when necessary
• To be the first point of contact for customer escalations in the absence of the Team Supervisor.

• Enhanced passenger satisfaction by providing exceptional customer service and addressing individual needs.
• Coordinated with catering vendors to ensure accurate meal selections were available for passengers based on dietary restrictions or preferences.
• Contributed to on-time departures and arrivals by efficiently completing pre-boarding preparations and post-flight duties.
• Handled emergency situations calmly and professionally, effectively applying first aid skills when necessary.
• Diffused tense situations between passengers by using effective communication techniques and conflict resolution strategies.
• Ensured safety and well-being of passengers by conducting thorough pre-flight safety demonstrations and equipment checks.