• MIS Reporting. Collating the required data, preparing the RAG Status report and presenting the essence of the data to the Management. • Analysing data, preparing trends and making meaningful presentation with actionable. • Engaged with collecting raw data from business lead and project owners, sort and align data, automate excel files and prepare report for presentation. • Automation of excel reports to project the intended information to be displayed in the primary tab while the data is fed into the secondary tabs of the file. • Proficient in Business Communication with Management / Clients involving good knowledge of time management, verbal communications, and email etiquette. • Was engaged with Truist as a processor of data with high accuracy and fulfilling required targets in specified timelines.

• Sending the online chat transcripts to the respective departments to handle the inquiries. • Forming, taking required approvals and implementing the employment policies. • To ensure that all the departments are working in co-ordination with each other. • Organizing weekly meeting with the renewals department to ensure that the renewals are followed upon. • Organizing and providing reports to the Management. • Drafting recruitment ad content. • Coordinating with the consultancies and newspaper ad placement offices for recruitment. • Validating and approving offer letters. • Introducing the new employee to the overseas employees as well as the respective reporting Managers in onshore. • Training on Soft Skills, Pre-process (V&A) and Process Training. • Meeting with employees to appraise their performance. • Monitoring the below mentioned reports; o Pre-shift Report. o Attrition Report. o Monthly Attendance Report. o Performance Report.

• Responsible to convey the changes on a timely manner to the Quality and Training Department. • Responsible to decide and allot team targets. • Responsible for Qualitative and Quantitative Performance. • Conducting pre-shift and post-shift meetings with the team. • Responsible to conduct one-on-one session with the executives. • Responsible for compiling and sending the required reports on a daily basis. • Point of contact with the clients about the process amendments. • Responsible for absenteeism. • Responsible for attrition. • Reporting to the Management.

• Responsible for Qualitative Performance of the team. • Responsible to ‘block’ sales if the client requirements are not met. • Responsible to improve the quality of calls taken by the agents. • Responsible to ensure that the SLA of the process is met on every sale made. • Had the authority to issue relevant warning letters to the executives in case the client specifications are not met on calls. • Had the authority to recommend termination of executive(s) to HR in case of finding any unethical practice followed by the executive(s). • Responsible to conduct re-training session for the executives ‘on-need’ basis or when asked by the Account Manager. • Responsible to send daily Quality Reports of the sales made to the Operations Team and Account Manager by the end of the respective shift. • Responsible to share timely quality report with the Operations Team. • Responsible to conduct at least one individual feedback session per agent, per week. • Reporting to the Account Manager and Management.

• Responsible to conduct Pre-Process Training. • Responsible to conduct evaluation of Pre-Process Training. • Conducted process training on imaginary product. • Conducted evaluation of Process Training. • Conducted role plays with the trainees. • Conducted mock calls with the trainees. • Reporting to the Account Manager and Management.

• Responsible to make outbound telemarketing calls. • Responsible for my individual performance. • Answerable to the respective team lead.