Pankaj Arora

About Pankaj Arora

CORE COMPETENCIES Customer Service • A Customer Success advocate…

Experience

1. Senior Manager Contact Center Customer Service Operations

   SBI Card

   Dec 2005 — Present · Delhi, IN

   Customer Service• A Customer Success advocate responsible for all aspects of the customer relationship experience, driving positive and profitable customer behavior through initiatives such as customer retention, customer loyalty programs, Up-sell & Cross sell campaigns. People Management, as well as staff development• Well versed in call Centre management and effective management of processes with respect to SLA and quality guidelines.• Managing the day-to-day planning of agents to meet the service level standard and sales targets.• Experienced in managing quality functions involving internal audits and process improvement Initiatives in the process.Operations• Responsible for achieving Key KPI’s @ Business level• Liaising with various departments within organization to gain support /resolve issues.• Resolving and analyzing escalated cases – which are raised to senior management team.• Managing customer service operations for rendering and achieving quality services providing first line customer support by answering queries and resolving their issues Quality• Executing Quality Projects for enhancing reducing costs and improving processes. Maintaining TNIMonth and month and ensuring require training is given to employees.• Suggesting alternatives to improve & enhance the services standards and carrying out review of systems to further improve quality.Collections Administration• Leading the collection operations of various agencies for ensuring cost of collections are within budget.• Formulating effective debt collection mechanisms and coordinating with collection agents for ensuring timely receipt of money from clients