Pooja Rathi

Background

About Pooja Rathi

Experience 14 years : 5 years worked with chemical company & 8 years in BPO sector. Understanding of all aspects governing operational and production activities and up to date knowledge of latest technological advancements, regulation/guidelines and statutory compliances in the industry. Garnered concrete experience in People Management, Customer Services with Leadership qualities, planning & implementation of different strategies for team motivation and to achieve client targets Employee: Startek (22 Nov14 to till date) Team Leader Operation Handling the team of 15 associates of UTI Mutual Fund Process (Chat,Email & Cobrowsing) in the role of team leader. Handling Social media like Facebook, Twitter, Instagram & YouTube Taking care of service level agreed with the clients by doing Real Time Analysis (RTA) whenever by checking reports like Interval Level Report Looking after individual performance of the team members on parameters like Login hours, Average call handling time (ACHT), After call work time (ACW), Break time which have the direct impact on service level of the process Referring to Agent Productivity Report (APR) for above mentioned parameters and sharing feedback and providing coaching wherever required to team members Managing team performance on parameters like Shrinkage and Attrition. Monthly review with managers on team and process performance Trainer – Specialist Joined as CSE in Reliance Mutual Fund on chat process, email and Whats App. Trained batches for NISM and UTI Mutual Fund product Trained inbound, outbound, chat, email and social media Conduct TNI’s Looking OJT batches When not in a batch involved in Floor-Walking, providing Feedbacks and taking Supervisory calls Conduct PKT and SKT Training quality for all the batches have been 100% During the OJT phase, live call audits per advisor so that they get immediate feedback