Naveen Chaudhary

About Naveen Chaudhary

Operations Manager with over 8 years of experience in customer service & client…

Experience

1. Operations Manager

   Concentrix

   Oct 2023 — Present · Mumbai, IN

   Responsible for Ops KPI, Revenue, Employee engagement, Hiring & Training.• Developing strategies for the process to streamline day-to-day activities for Email, Chat & Voice Lob’s.• Conduct effective resource planning to maximize the productivity of resources (Through technology & Process optimization/ Process Mapping)• Coordinating for any fraud activity or scheme to the client with feasible solution.• Coaching & mentoring team by doing town hall to understand the process issues & provide glide path to improvise performance & growth.• Regular engagement with WFM & Finance for resource planning to achieve optimum revenue.• Data driven approach while analyzing performance & design action plan. Successfully achieved 94% of CSAT & improved NPS by 27%.• Conducting reviews with client to plan next goal, solving existing issues efficiently in WBR/MBR/QBR.• Established 2 separate queues which reduced 9% repeat customers & improved CSAT with collaboration of IT & transformation team. Implement technology such as Chatbot with AI, Cloud telephony to enhance customer service experience.• 4.6% Attrition achieved in FY’24 with employee engagement, internal promotion, cross training & well ness programs.• Analyses Performance Metrics and Identifies process gaps and collaborates with the Client/Quality / training team to formulate solutionsAchievement – Gladiator award for an exceptional performance in Jan’24.