RAMANAN PIRAISOODY

Guided agents through addressing technical concerns.

Coordinated training onboarding processes for Rogers West newcomers.

Examined the application of offers in accounts and analyzed call records.

Manage rapid escalation of offer and system concerns effectively.

• Answered customers' questions regarding products, prices, and availability.
• Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
• Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
• Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.

• Reported to Director, Client Services & Operations
• Key programs: Rogers Communications, Revera Living, Voice of a Child, Direct Marketing Radio (DMR)
• Effectively managed 8-12 programs per month comprising 200+ CSRs while constantly identifying opportunities for new programs that might boost company’s overall performance
• Directed majority of pilot programs and built a proven track record of meeting and exceeding sales targets consistently while maintaining quality requirements
• Managed QA team of 15 analysts responsible for call monitoring and compliance of calls made by 250+ CSRs to ensure call quality adhering to client SLAs of above 85% via grassroots methods and quality protocols
• Designed and effectively implemented QA process model to provide support and feedback for Operations team, QA analysts, training staff, and CSRs with automated reporting leading to efficiencies of over 150%
• Created employee mentorship and career development process to boost employee morale, reduce attrition and improve productivity; while tracking and consistently analyzing progress and impact generated
• Conducted Call Monitoring Conferences with senior leadership and clients to ensure calibration on KPIs and SLAs, providing a forum for best practice sharing and identify golden calls for training
• Collaborated with department heads on new project/accounts; initial roll-out, process implementation, call scripting, reporting and monitoring

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.

• Reported to Operations Manager
• Managed sales performance of 15-20 CSRs in a high-pressure environment while ensuring adherence to client quality SLAs, handling escalation requests, and new-hire onboarding through daily huddle meetings, live monitoring, online chat, and after call feedback provisions
• Tailored sales program incentives to drive improved results, increase agent engagement; customized to improve SPH based on products and services specific to target demographic
• Maintained sales reports and updated company databases continuously to provide senior management with up-to-date information and insights on sales trends and patterns
• Proficient in performing administrative tasks such as payroll, sales trackers, call quality monitoring and coaching, handling client and agent feedback sessions and more