Virendra Patel

Background

About Virendra Patel

An incisive professional with over 18 years of expertise in Business Operations, Process Transitions, Customer Acquisition and Life Cycle Management in Telecom, Healthcare, BPO. Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued satisfaction from all operational users of the services. Experience in Call Centre Operations, Customer Experience Management, Service Quality Management, Customer Satisfaction Study, Six Sigma, Retail and Operations Management Proficient in managing & leading teams for running successful process operations & experience of implementing procedures and service standards. Developing & integration of CRM systems Exposure to Call Centre (Prepaid, dealer helpline, Tele-Verification Desk and Data) Operations spanning inbound support & Backend - Voice (Regular & High Value) Customers and Data. Experience in setting up a contact center Managing customer escalations and closure of complaints Streamline the process of training, Vendor Management, Service quality adherence Adept in handling customers and managing revenue, account profitability and CSAT. Managing bucket collections & customer retention Enhancing collections while keeping cost of collections in control Experience in process transitions with successful toll gates closure Development and monitoring of quality standards Driving quality through net promotor score/ customer transaction assessment/ process index scores Deft in providing the earliest possible notification of potential service disruption or degradation and recommending procedures to minimize the impact for the customer. Strategy formulation for revenue & lead generation. Vendor management, driving cost efficiences. Well versed with the concepts of all policies of Face2Face Customer Interaction, Voice-Non Voice Customer Service Delivery, Complaint Management, SLA adherence, Document Management and Risk management.