Uma Joshi

About Uma Joshi

I am a customer experience expert with over 18 years of experience in the customer service industry. I have a passion for enhancing customer satisfaction and loyalty, and a proven track record of leading and managing service delivery operations, escalation management, project and process management, quality control management, pilot process handling, client management, complaint management, stakeholder management, training and people management, MIS management, and revenue enhancement. Currently, I am working as a Manager Operations at eClerx Services Ltd, where I am responsible for ensuring customer resolution and satisfaction in first go via chat while adhering quality standards. I also review work orders to identify and fix potential errors before they impact the customer. I have received the Super Achiever award and the Business Special award for my outstanding performance and dedication. My motto is to pursue excellence and to grow as a human both professionally and personally.

Experience

1. Manager Operations

   eClerx

   Jun 2016 — Present · Chandigarh, IN

   Working in eClerx Services Ltd. as Manager Operations. The main objective of the project is to ensure customer resolution and satisfaction in first go via chat while adhering quality standards\\\\n\\\\n To ensure the revenue impact and focus on proactive review of work orders to identify the customer account with potential errors (encompassing provisioning, billing, and business rules) and to fix them prior to order fulfillment - before they impact the customer.\\\\n\\\\n Awarded with Super Achiever award in Feb 2022 and Business Special award in Sep 2021\\\\n\\\\nResponsibilities-\\\\nBeing POC of the process is responsible for audit compliance done by IS team.\\\\nOps POC to take last round of interview to hire agents for NHT with coordination of recruitment team.\\\\nEscalation received from the client is acknowledged/reverted within define SLA and\\\\nevent tracker is updated with proper RCA\\\\nQBR/MBR/WBR are prepared and sent to review within timeframe\\\\nAgents are informed for their performance on timely basis and stack portal is updated for the agents to acknowledge\\\\nTargets and productivity of the agent are met and reports shared with client on regular basis\\\\nBuilding and development of proactive and efficient Customer Service Team. Ensure that team of associates has a clear understanding of performance expectations, properly trained, have access to all the tools and resources they need to perform at high levels of productivity and efficiency\\\\nResponsible for automation of manual jobs done for processes in internal systems and integration between client and company’s tools.\\\\nMinimized process lags through operations protocols and client account management training.\\\\nProvide feedback to team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.\\\\nTeam member shall adhere to the information security requirements.\\\\nIdentify process and business opportunities that can be flagged to the client as “Value Adds”.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n

Education

• Central Board of Secondary Education

  Master of Business Administration (M.B.A.), HR, Second

  1998 — 2001