Shilpa Chandra Mohan

BMR Groups – BMR Feeds and BMR Retail Mar 2021– Jun 2022 BMR Retail Iskapo's & BMR Industries Feed Division Chennai, Tamil Nadu Call Center Department - Team Size 21, (Inbound Outbound Voice & Chat) •Creating a task list for the call center daily activities and ensuring they are achieved. •Training and mentoring new team members to promote productivity, accuracy and friendly customer service. •Ensuring the resources are used to produce optimal results. •Monitoring the performance of the call center and regularly providing feedback. •Collecting data and statistics at regular intervals (weekly, monthly, annually) and analysing them to improve performances. •Overseeing the budget plans and track expenses for the call center. •Assessing performances with metrics like calls and chat left waiting and calls missed. •Ensuring that all employees adhere to the company policies and regulations. •Preparing performance reports and report any issue to the management. Customer Experience Department (Fresh Desk, Retail Store). •Taking accountability for, resolving all Customer and Farmers issues and following up when appropriate. •Responding to customer relations problems and Farmers promptly and appropriately. •Taking ownership to ensure satisfactory completion of the complaint, by discussing with the appropriate department. •Maintaining a high level of customer and Farmers satisfaction by clarifying their needs and ensuring that they are met. •Working effectively in a multicultural environment and closely working with Operation, Production, marketing and Sales to enhance customer services and brand awareness. •Responding to service, product, and customer relations questions. •Skilled in organizing resources, establishing priorities, and meeting deadlines. •Drove customer escalations to resolution by engaging directly with clients. Process Excellence •Managing schedules and deadlines through tickets and priorities them as per Management requirement. •Working across all department to identify improve opportunities to deliver sustainable business results. •Managing and developing the Business Systems team for ensuring the current business systems can be developed in line with Business Requirements. •Ensuring suitable processes are in place to manage the Business. •Ensuring operations adhere to policies and regulations

Call Center Department - (Inbound Voice). •Creating a task list for the call center daily activities and ensuring they are achieved. •Ensuring the resources are used to produce optimal results. •Monitoring the performance of the call center and regularly providing feedback. •Collecting data and statistics at regular intervals (weekly, monthly, annually) and analysing them to improve performances. •Providing training and orientation for the recruits to provide high-quality customer service. •Overseeing the budget plans and track expenses for the call center. •Assessing performances with metrics like calls left waiting and calls missed. •Ensuring that all employees adhere to the company policies and regulations. •Preparing performance reports and report any issue to the management Customer Experience Department (Inbound Voice, Fresh Desk, Retail Store). •Taking accountability for, resolving all customer issues and following up when appropriate. •Responding to customer relations problems promptly and appropriately. •Taking ownership to ensure satisfactory completion of the complaint, by discussing with the appropriate department. •Maintaining a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. •Working effectively in a multicultural environment and closely working with Operation, Production, marketing and Sales to enhance customer services and brand awareness. •Responding to service, product, and customer relations questions. •Skilled in organizing resources, establishing priorities, and meeting deadlines. •Drove customer escalations to resolution by engaging directly with clients.

Team size: 6 •Scheduled and attended meetings with clients and prospective clients as requested. •Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity. •Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues. •Maintained client files with sales contracts, records of client interactions, client notes, and other information. •Trained and regularly mentored associates on performance-oriented strategies and customer service techniques. •Introduced higher standards for customer service and increased efficiency by streamlining operations. •Managed a team of 6 Customer Success Executives for ensuring resolution of customer issues through Calls, Social Networking, Chat and Email (Fresh Desk tickets) •Assisted Technical Department in design, content and usability of website to improve users experience on website.

Team size: Call Center Department, (Inbound Voice and Chat Process). •Creating a task list for the call center daily activities and ensuring they are achieved. •Trained and mentored new team members to promote productivity, accuracy and friendly customer service. •Ensuring the resources are used to produce optimal results. •Monitoring the performance of the call center and regularly providing feedback. •Collecting data and statistics at regular intervals (weekly, monthly, annually) and analysing them to improve performances. •Providing training and orientation for the recruits to provide high-quality customer service. •Overseeing the budget plans and track expenses for the call center. •Assessing performances with metrics like calls and chat left waiting and calls missed. •Ensuring that all employees adhere to the company policies and regulations. •Preparing performance reports and report any issue to the management. Customer Experience Department (Inbound Voice, Chat, Fresh Desk, Retail Store). •Taking accountability for, resolving all customer issues and following up when appropriate. •Responding to customer relations problems promptly and appropriately. •Taking ownership to ensure satisfactory completion of the complaint, by discussing with the appropriate department. •Maintaining a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. •Working effectively in a multicultural environment and closely working with Operation, Production, marketing and Sales to enhance customer services and brand awareness. •Responding to service, product, and customer relations questions. •Skilled in organizing resources, establishing priorities, and meeting deadlines. •Drove customer escalations to resolution by engaging directly with clients.

Foreign Exchange Department •Implementing and enhancing internal and external procedures regarding the customer journey. •Handling new operational projects related to on boarding, client support and back office. •Managing the day-to-day operations by overseeing all services provided to the clients and minimizing client complaints. •Support new products including implementation, testing, and product workflow. •Aligning sales needs and operational goals and develop operating infrastructure and models for Foreign Exchange operations. •Overseeing budgeting, reporting, planning, and auditing with the ability to prepare reports to the management. •Ensuring all legal and regulatory documents are filed and monitor compliance with laws and regulations. •Working with the management to ensure all relevant departments have the necessary procedures to follow. •Identifying and addressing problems and opportunities for each regional office and the whole organization. •Building alliances and partnerships with other organizations.

Branch Sales and Operation - Foreign Exchange Department •Increased sales revenues by 75% over 1 year by promoting complementary products and educating customers about Products. •Planned team-building exercises to increase employee performance and job satisfaction. •Increased Revenue from INR 2,00,000 to INR 12,00,000 by driving operational efficiencies and building excellent customer rapport. •Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products. •Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies. •Ensuring the Branch adhere the AML rules. •Successfully established mutually beneficial tie-ups with high end outlets to increase sales and visibility •Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership. •Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies. •Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.

Info search - Paramount Airways Chennai, Tamil Nadu