Rahul Abbey

Experience

1. Assistant Manager

   IBM

   Feb 2005 — Present · Gurgaon, IN

   Overseeing the performance of the unit on parameters such as productivity, customer satisfaction and employee satisfaction. Recruiting new employees, conducting interviews, assessing and selecting candidates. Partnering with HR to close pending issues. Managing shift and maintaining SLAs and AHT. Assessing the training requirements of the team members; organising training and providing direction to the team members. Developing & implementing Employee Engagement initiatives across the entire floor thereby reducing the attrition levels of the team. Monitoring overall functioning of processes ensuring compliance to the agreed standards; evaluating the improvement areas & providing critical inputs. Undertaking responsibilities of removing unnecessary procedures in the process for efficient functioning. Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and managing cost-effective operations. Participating in customer conference calls; researching escalated issues and determining if the issue can be resolved within the organizational unit or if supervisor/manager intervention is required. Providing functional direction to the Customer Service Associates for accuracy, efficiency and customer satisfaction. Liaising with various departments within organization to gain support /resolve issues. Conducting BPMS audits.

Education

• Salwan Public School

  Master's degree

Skills

• Team Building
• Team Leadership
• Team Management
• Client Relations
• Service Delivery
• Crm
• Performance Management
• Operations Management
• Customer Service