Deftly handling the Escalated open cases by taking control of the customer server, fixing the issues if it is orientated with installation ,SQL, Outlook integration, layout designing. Giving best resolution to the customer and educating the customer for future reference.
Determining process gaps & conducting training programs to enhance operational efficiency of the team; while mentoring new associates gaining extensive experience providing on the job trainings.
Allocate incoming information requests from customers to the team, prioritizing action, monitoring team resource to meet SLAs. Maintaining high service levels for customers throughthorough quality control checks.
To implement CRM service delivery requirements. To monitor resources in place to manage call-handling and e-mail responses.
To brief service issues to the Customer Care Manager and the Customer Relationship Team and assist where needs be in the resolution process Ensure that project managed jobs meet SLA deadlines.
To troubleshoot areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term.
Address supplier shortages and performance issues within the supply chain, Identify and commission further or new research where value can be added to either in-house researchers or partnered resources.
Create SLA target reports and detail numbers and types of request for Ops Director to as
ConsTry to complete the work at any cost
Subject Matter Expert | Chennai, Tamil Nadu | 28 Jan 2014
A typical day at work: My responsibility as a subject matter expert (supervisor) was to ensure the team adherence is met. Make sure all the team member are present for the work and if any delays or absenteeism for the day make sure it is followed up and updated to the management. Along with it ensure all the metrics of the previous day's performance is shared with all the team members and provide feedback if required and later as the day goes on provide support to every agent who needs assistance related to process or any queries related to technical issues and end the day's work with motivation and sharing challenges faced at work with solutions.
What i have learned: One important achievement in my role was people management skills, customer handling skills more, time management, and technical knowledge.
Management: I am always thankful to the management whom i have worked under, they have always supported me, trusted my caliber and skills and encouraged me.
Your co-workers: Co-workers always had great belief in my talent and my judgement. They always had fun and trust working with me and i believe its a great challenge to gain someone's trust and if we are supervising a team it would be a bigger challenge and i can proudly say that i have defeated that challenge and achieved everybody's trust that i am a good supervisor.
The hardest part of the job: I would rather say i did not face major challenges that i can mention cause by the time i joined this company and
Customer Service Representative | Assam | 14 Nov 2013
Fun working place
Global Outsourcing Ranking
Top Services Provided: Industry-Specific Services; Customer Relationship Management; Financial Management
Top Industries Served: Telecommunication; Technology (Hardware and Software); Retail and Consumer Goods
Top Regions Served: U.S. Western Europe; Middle East
Global Outsourcing 100 Top Leader 2011
The Global Sourcing 100®, produced annually by the International Association of Outsourcing Professionals (IAOP)®, is devoted to featuring the best of today's leading outsourcing service providers and tomorrow's rising stars. Companies were judged as the world’s best outsourcing service providers and advisors globally. Relative rankings, selection process details and company strengths were featured in a special advertising section produced by IAOP in the May 20, 2012 Fortune 500 issue of FORTUNE® magazine.
Sutherland was awarded ISO27001 Certification by British Standards Institute (BSI) in May, 2006 for Information Security Management Systems. Sutherland is the first BPO in the technical support space to be certified. The scope of this certification covers the provision of customer relationship management through contact center services; using voice and e-support media; in the domains of technical support, customer care, account management and BPO operations. The certification covers operations in India, US, Canada, Mexico and the Philippines.
Model | Navi Mumbai, Maharashtra | 22 Jun 2018
No challenging assignments / biased work atmosphere
KPO business - Analytics - There was a time when I was very busy and into multiple projects. Then senior leadership changed, everything collapsed. Reins passed onto immature leadership, with no clue of what's happening. No vision, no future planning. Everything is there on paper, goal planning, etc. however, when it comes to real life, poor implementation. Lots of politics and groupism, amateur leadership, no vision. Not sure where the department is going. For a few months, it seems we are getting in to big data, later on its something else. Suddenly SAS is discontinued due to budget constraints, people have to learn R. No formal training or help provided. No challenging assignments, follow a sack and re-hire attitude. People who have been with company for many years suddenly put on the back burner. Get freshers who can learn and work on the job. No support for seniors to follow something fruitful. Good place to work for 2 - 3 years (max) and then move on. Good place for experience gaining,if you are lucky to get some projects, else, there is no reward or recognition for loyalty. No formal exit process. No outplacement assistance. No help for internal shuffling. You are on your own.
ProsFull time pass, spend time on lunch, tea, coffee, chit chat, smoking
ConsIf u don't support leader you are out, biased and partial decisions, groupism.
Customer Service Representative | Mumbai, Maharashtra | 26 Jan 2014
Challenging with lots of Fun.
A day in Sutherland starts at 9:00 AM with back to back in Queue, focusing to achieve all given metrics, Target to pick-up 21 calls of Dell Customers and provide resolution on every call keeping in mind of achieving Customers Satisfaction by using soft skills on every call.
I have Learned how to re install operating systems like Win-XP, Win-Vista, Win-7 and Win-8, Also how to Configure Microsoft Office Emails, Also if Computer is not booting how to resolve it, Also how to install software in compatibility mode if operating system is not supported. In fact all issues which comes in a computer in day to day life.
Management was very good to me as i was a good performer, I never faced any issues with management when ever I asked for planned leaves it was approved and in emergency they always co-operated with me.
My co-workers gained knowledge from me and always utilized me till the core as how i use to manage to achieve all metrics and do multi-tasking.
It was difficult to make customer understand why warranty is not extended on a Dell System after 5 years who wish to buy warranty after 5 years.
From start of the day till the shift is over i enjoy every part of my work, but out of these most enjoyable is when we remotely access Customers system and solve the problem.
ProsVery near to my place
ConsPolicy changes very frequently.
Assistant Underwriter | Kochi, Kerala | 11 Jan 2016
Always Delivering Above Client Expectation With Fun Activities for Employees
We do have all the necessary facilities and good working environment to get the job done in best quality and productivity. I have learned about Reinsurance, how the Re-Insurance companies works, terms related to Insurance etc. We do overall management of the Insurance policies other than the Underwriting part. I do business with top Insurance companies in the market like Chubb, Liberty Mutual, Firemans Fund, Allianz etc. and have the facility to contact them for any outstanding documents to complete their accounts. I always keep in touch with the Arch Re Underwriters and complete the accounts and send it to the UW to quote the premium amount in a fast and timely manner. Also help the UW with any additional work when he/she is really busy. I can work as an Individual as well as a Team to get the things done. I gives training to the newly recruited employees and always provides support to the co-workers with any difficulties to complete the Insurance accounts. The hardest part of the job is nothing but acquiring any outstanding documents when the
client UW are away from their work. The most enjoyable part of the job is nothing but working for an Insurance company. Its really Interesting.
ProsFacilities and Fun at Work
Technical Support | Visakhapatnam, Andhra Pradesh | 20 Jan 2013
Experience with Sutherland was a good one!!!
It was a good experience to work with Sutherland Global services.I played a role of Technical Support Executive.It was a tech support for the US customers using Comcast as their internet service and Norton Anti virus was part of it.The basic job was to help the customer to install norton and to support them with the Norton productLearned a lot about computers specially to deal with the virus in computer and how to remove them.And whike talking to the customers or clients who were from US,we came to know how they talk,how they respond,their lifestyles etc.It was a good working atmosphere.the trainers had a very good knowledge about the products and they gave us sufficient knowledge.And the co workers were very helpful.We shared our views on solving difficult issues of a customer.The only thing which i didn't like about the job was waking up at the midnight and going for work as it was US tech support.But later on got used to it.Apart from that everything was good.Extra incentives and appreciations,awards,team outings these were extra encouragement for us.Overall, it was a very good experience.
Prosawards to encourage us, team outings, free breakfast and lunch on few occassions
Constoo much confusion with the logistics
Junior Underwriter | Mumbai, Maharashtra | 30 Aug 2017
Underwrites Conventional, FHA, VA and Special Program loans to verify for completeness, accuracy, and compliance
Develops and maintains an up to date and sound knowledge of multiple loan product guidelines offered by the company, DU/LP guidelines, and risk assessment tools used to decision mortgage loans
Reworks loans to new terms, identifies additional conditions as needed to insure a viable credit decision
Reviews and evaluates borrower(s) profile including but not limited to all income documentation, tax returns, credit reports, preliminary report, judgments, bankruptcy documents and appraisals
Analyzes and calculates income documentation such as personal and business income statements and ensures all necessary documentation is requested to support final loan decisions
Exercises good judgment, conducts reasonableness tests and issues quality decisions
Determines accuracy and completeness of files; ensures processes are consistent
Demonstrates proficiency in automated underwriting systems (DU, LP)
Maintains a sound knowledge of secondary market activity, practices, and business/industry practices as they impact underwriting quality and origination activity
Senior Consultant | Chennai, Tamil Nadu | 14 Jun 2014
A Fun Place to Work
A day in Sutherland is of 9 hours shift which includes 8 Hours of Call Handling and 1 Hour Break. Each day we handle around 15-20 Calls which comes from US Based Home Users. The Process that I handle is Dell CTS which is actually a Hardware support with basic Software Support. We Handle calls related to Inspiron, Studio and Dimension Desktop and Laptops. Everyday on the Floor give new learning experience as we handle different types of Customer. The way they face an issue with the computer and the way they express the issues, we have to narrow down the same and find the exact issue and fix them over the phone. It always gives a good experience to talk to different people and work with them. Everyday we do get different issues and some will actually be strange. The support on the floor from the TLs and FTLs are good and also from the Co-workers are good. We share our experience with each other so that if they face similar issues, they can handle it easily. The management is good and gives full support. The most enjoyable part of the job is interacting with different people that we never met in our life
Consultant | Chennai, Tamil Nadu | 22 Apr 2016
Productive and fun work place
Working in sutherland was a great experience. As fresher I started my carrirer here and I have learned a lot.
I have been working for Amazon customer service and it was kinda tough that dealing with frustrated customers but it was always been a pleasure at the when I resolve their concerns.
Learned a lot of things, specially how to be stay focused even under stress while being patience. Multitasking, leadership skills. On top of that I was able to find my feet.
My colleagues were really nice and made me feel very comfortable and they were friendly.
Managers and team leads were awesome, they treated me like a friend, brother and more than a family.
The hardest part of the job was to convince the customer and resolve their problems at first contact itself. Even if we do our best most of the times we would have follow up with customers to make sure their issues resolved completely. But it always been a pleasure assisting my customers.
Over all the experience of working in sutherland was really really great and I enjoyed each and every moment of it.
Conslong hours, workload.
Questions And Answers about Sutherland
What should you wear to an interview at Sutherland?
Asked 10 Mar 2017
Any formal will do
Answered 17 Jul 2020
Wear the dress that l gives you comfort and confident.
Answered 26 Sep 2018
How are the working hours at Sutherland?
Asked 5 Jul 2017
Is night shift for women's as well
Answered 12 Jul 2018
9 hours to 10 hours
Answered 30 Mar 2018
How are the working hours?
Asked 23 May 2017
Answered 7 Oct 2017
9 hours including break.
Answered 24 Sep 2017
Why did you leave your job at Sutherland?
Asked 20 Mar 2017
Workplace location is too far and No Cab Facility for my location
Answered 7 Dec 2018
I wanted to persue higher education hence left job at sutherland
Answered 21 Jun 2017
How did you feel about telling people you worked at Sutherland?
Asked 10 Mar 2017
Process wise good company
Now a days company looking at cost perspective
Next level growth opportunities is very less now a days
Answered 1 Apr 2019
God work place and nice place to start the carrier.