Prithvi Swamy

• Provided strong leadership to enhance team productivity and morale.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.

• To Provide Excellent Customer Service through inbound calls
• Mentoring new recruits to make them come up the learning curve faster
• Enhancing customer benefits and building customer loyalty through the cross-sell initiative
• Helping new recruits in listening to Nice Calls for their coaching and Feedbacks
• Handling real time escalations
• Focusing on self-development through attending briefs and management training
• Integrated with Operations to identify learning gaps and proactively implement training sessions to improve performance
• Publishing intraday reporting of the team performance in Key metrics such as RTF / CFR / CHT & ATS
• Monitoring calls for the team, to ensure compliance and call quality are being met on all calls pertaining to Value Gen
• Encouraging and leading the team to source Value Gen on all eligible calls
• Projects in Current Role: ECCO Project, Knowledge Check for Pan India, CFR - CHT Reports
• Daily / Weekly for Bangalore Centre

Collecting Past Due payments from cm's account which are in 30days bucket

• Assisting cm with FRP Program, when cm's are unable to make payments
• Take calls pertaining to Global limit set on Charge cards
• Placing NFC on accounts which are overdue and cm's are not reachable
• Assisting cm with OTS in case of Emergencies, with co-ordination with Authorizations
• Taking PTP from cm's and updating in our record
• Payment Reminder's on overdue account
• Collecting Past Due payment's from cm
• Assisting cm with FRP in case cm is unable to make payment due to COVID 19 pandemic
• Accolades: Top Performer in OCT 2020 in term's of Adjusted green $ for October (1235797$)PAN INDIA, VOCM Champion for Quarter 3 2020 Pan India Credits

• Monitor Staffing and service level's real-time and work with management team to communicate business conditions and customer impacts for TSC and Merchant Services
• Co-ordinate with and report key business metrics such as CHT, Occupancy, Availability and Shrinkages etc
• To monitor, communicate and track half-hourly service levels and other metrics inbound and phone areas
• Partner with Management teams to optimize workforce
• Prepare short-term planning of local site CCP/agent scheduling & shrinkage planning, Real-Time Management and local site support services
• Produce daily, weekly, monthly ad-hoc reporting to assist management in monitoring centre, team and representative performance
• Implement service improvement strategies and suggest call centre management actions as appropriate to assist in meeting scorecard goals (ACR Consistency)
• Track and Analyse data through the use of scheduling tools like CMS Avaya and ASPECT
• Creating Daily and Intraday Performance report for Consumer, Corporate and Save a Card Unit
• Creating the Absenteeism report for the Centre on a weekly basis so as to reduce the absenteeism % to minimum
• Publishing CHT, ATS, System Down time, Logout 8 and Late Login Reports daily
• Taking Care of the Transport for the Bangalore Centre, both Corporate and Consumer
• Preparing Seating Plan for the Bangalore Office for both Corporate and Consumer LOB
• Creating the necessary ID'S for the new hires, well in time so as to ensure smooth Transition from OJT to Production
• Manage, coach and develop new Team Members of GPRO Analysts to come up the learning curve faster
• Projects in GOCM Role: Daily ACR Consistency, Absenteeism for Both Corporate and Consumer, Worked on Improving Web first i.e American express.co.in

• To Provide Excellent Customer Service through inbound calls
• Handling core responsibility of Demand Management and Process Improvements for Bangalore Customer Service
• Mentoring new recruits to make them come up the learning curve faster
• Enhancing customer benefits and building customer loyalty through the cross-sell initiative
• Was the Voice of Customer Champion for the Corporate Team
• Have been able to bring up the cross sell number of the team by sharing best practice
• Was the ESAT Coordinator for Corporate Team
• Backup for Authorization during BCP
• Backup for Merchant Servicing during BCP
• As extra responsibility taking travel related disputes form Travel Desk proactively keeping in mind the Blue Box Value
• Ensuring quality feedback is given on ecouter so that the process can be changed or improved
• Accolades: Have achieved G1 month on month - Cross sell, Have consistently improved on the Quality to reach G1 in Goal Accomplishment, Awarded the certificate of appreciation for contributing to the health and safety practices for the American Express Bangalore office, Took over Cross sell as extra responsibility and increased the overall team's cross sell performance by 120 %, Featured as Top Performer for Cross sell Pan India and Consistently appeared in the top three List of Top Performer's for Cross sell since 2007, During this stint as Senior Team Member cleared the interview for GOCM and Joined the workforce planning Team