Vipin Balakrishnan

JOB RESPONSIBILITY

• Assess and analyze agent performance based on systematic, performance management system that measures both metric and service standard goals.
• Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing employee’s performance productivity.
• Walk floor and assist Customer Service Representatives on-the-fly with escalated issues.
• Proactively coach on upcoming promotions, site changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers.
• Implement and monitor standardized peer coaching methodologies.
• Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report.
• Review performance reports for Agents and teams. Complete monthly and annual performance reviews for team members.
• Help drive innovation in refining and improving performance standards and processes.
• Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge.
• Support and develop strong customer service and communication skills through teaching active listening and customer orientation.
• Develop personal knowledge in travel industry and innovative management techniques through peer sharing and self study.
• Look for additional opportunities to increase productivity and job satisfaction among Customer Service Representatives and teams.
• Provide subject matter expertise for training, curriculum development and performance improvement initiatives.

JOB RESPONSIBILITY

• Manage and monitor performance of all team leaders under my span
• Ensuring that project assigned is functioning as per the client specification and all the members of the team are performing as per the standards
• Provide training and coaching to the team leaders
• Client interaction on change management
• Conduct weekly and monthly one-on-one with team leaders
• Use analytical skills to identify process gaps and recommendations for improvement.

JOB RESPONSIBILITY

• Manage a team of 15-20 associates
• Managing service levels of the team Production//Quality//AEN//Shrinkage//Attrition
• Ensuring that the project assigned is functioning as per the client specification and all the members of the team are performing as per the standards
• Provide training and coaching to the team members
• Conduct weekly and monthly one-on-one with agents
• Floor support and handling escalations
• Use analytical skills to identify process gaps and recommendations for improvement

JOB RESPONSIBILITY

• Handled admission procedure
• Training session
• Looked after maintenance of office records
• Handled faculties
• Provided feedback to parents
• Team handling
• Promotional activities

JOB RESPONSIBILITY

• Floor support and handling all 1st level escalations
• Maintaining floor decorum
• Monitor adherence-schedule and breaks
• Manage queues of team, Queue tracker, priority handling of out of KPI files
• SPOC for global support queries and providing updates to team on clarified cases
• Assisting team on rectifying payment errors and chasers
• Providing TNI to reduce escalations
• Ensure that agents are meeting individual targets.

JOB RESPONSIBILITY

• Handling schedule change calls for international and domestic travel.
• Managing imminent and non-imminent queues.
• Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction

JOB RESPONSIBILITY

• Handling schedule change calls for international and domestic travel
• Managing imminent and non-imminent queues
• Affordable Flights .com from, Sales (Booking Flights, Hotels and Cars)
• JOB RESPONSIBILITY
• Handling sales calls from the UK
• Prepare complete itinerary for passengers
• Upselling of products and services