Nang Gulati

Background

About Nang Gulati

AREAS OF EXPERTISE Client Servicing Supervising customer service operations for rendering and achieving quality services; providing first line customer escalation support by answering queries & resolving issues, ensuring minimum TAT. Assessing the customer feedback, evaluating areas of improvements & providing feedback. Analyzing customer queries & preparing trend analysis to eliminate the repetitive queries. Solving global escalation history. Operations Management Ensuring a high-quality customer experience, while adhering to the SLA’s and work processes. Preparing MIS reports among other reports with a view to apprise management of the process operations and assist in critical decision making processes. Process Management Mapping business requirements, coordinating in developing and implementing processes in line with the pre-set guidelines. Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level and risk. Developing and sustaining win-win relationship with internal and external customers.