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* REQUIRED FIELDS






































Expertise

• End-to-End transition of process from client site to offshore. Implement and manage linkages between Operations, Process Excellence, Technology, Human Resources, Training, and Customer Relationship Management.

• Hands on experience in handling Live Chat Operator tools like Live Person, Live Zilla, E-gain, and Olark.

• Implement productivity or procedure enhancements as well as administer existing policies and controls.

• Preparing standard operating procedures as per clients' requirement.

• Analyze data through reports generated & estimate/demand forecasting for future growths & portal performance.

• Develop reports required for Marketing, Fraud Management Retention teams.

• Product Enhancements: Understand customer behavior and provide feedback to product development regarding the enhancement required for the business.  

 

Experience:

Cadenza Software Technologies was formed in November-2009. We have acquired our very first client in the month of Decemeber-2009. We initially started with two seats support function for 8 hours and currently we have grown to a stage where we :

• Provide 24 hours web-based support function (Chat & E-mail)

• Prepared the standard operating & escalation procedures as per clients' requirement.

• Assist customers in Transaction Processing/online Sale

• Review productivity and quality of individuals within the team. Reevaluate and adjust standards as the business grows and changes. Define new productivity standards to accommodate business changes

• Analyze data through reports generated & estimate/demand forecasting is done on future growths & portal performance.

• Project revenues based on the analyzed data (Hourly, Daily and Monthly) & Design promotional campaigns accordingly.

• Product Enhancements: Understand customer behavior and provide feedback to product development team regarding the enhancement required for the product development.

• Provide suggestions for enhancements of existing reports. Logically group the reports function. Put access controls for the system by coordinating with the development team.

• Interact with DBA and Reports team to build a set of dashboards to understand and provide bird's eye view of health of the system.

• Developed framework and different Models of Customer Retention Engagement Program

• Maintenance & Design client's Portals