Mamta Rawat

Background

About Mamta Rawat

Managing processes and monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.• Implementing workflows to facilitate structured support in all areas and issues.• Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.• Managing a unit of 15 colleagues and monitoring their performance to ensure efficiency in process operations & ensure meeting of individual / group targets.• Mentoring process teams; allocating targets after considering the competency level of individual team members.• Arranging trainings for existing/ new recruits for improving their performance levels; updating them latest developments & modifications and inspire individuals to strive for excellence.• Communicating and sharing Best Practices and Lessons Learned within the processes and from Clients.• Building team effectiveness by promoting a spirit of cooperation between team members.• Assessing customer feedback, evaluating areas of improvements & provide critical feedback.• Preparing various reports & other statements with a view to apprise management of Process operations and assist in critical decision-making.• Managing the customer escalation and giving extra customer service.