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Vodafone Group

"• Implementation of procedure as per VSearch guidelines • Quality closureof Email Enquiries/Requests within TAT • Out calling for query clarity or closure • Timely submission of MIS and tracker • Managing Service levels through vigorous floor supervision coupled with real time break management Ensure Back Offices Volumes are managed as per process guidelines and proper resolution. § Immediate escalation of any product/network related issue that impacts the call flow and service levels. § Contribute in aligned Project teams as SPOC for assigned tasks § Support business by generating virtual manpower and driving Ops efficiency to recover manpower gap § Outcall redalerts under TNPS, Resolve complaints, capture feedback & send for Re-Poll"

"Transforming customer experice delivering enhanced NPS of 90% Accuracy andquality of processing Timely identification of deviation CSAT & CQ Accuracy Adherence Timely identification of deviation Submission of trackers & MIS"

"Experience in operation/financial domain Working Knowledge of MS office Analytical skills ; Excel skills/Advanced Excel Skills Customer Centricitiy, English language Profiency, Comprehension, Advanced level of Computer Knowledge & Typing Speed Telecom experience Analytical Skills "


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