Yavish Lutchmayah
Mahebourg
Summary
Throughout my career, I have developed effective communication, problem-solving, and leadership skills that have allowed me to excel in my field.
Experience in tourism, aviation and banking sector.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Supervisor Client Care and Service Hub
Absa Bank Mauritius Limited
09.2024 - Current
- Daily task allocation - assign advisor on different channels inbound call, email, outbound call for follow up or abandoned call back, social contact and ATM monitoring for both retails and helpdesk (business customers).
- Collaborate with other stakeholders for request or complaint resolution.
- Weekly quality evaluation and coaching.
- Performed regular performance review based on the banking KPIs.
- Face-to-face customer service.
- Team Huddles.
Senior Operations Team Leader
Concentrix
02.2018 - 08.2024
- Worked on 2 LOBs Booking.com and Etraveli.
- Over the years, I lead and supervised a group of advisors and senior advisors to achieve the expected business metrics and KPIs (Key Performance Indicators).
- Weekly performance reviews, schedule team huddles, design SMART (Specific, Measurable, Achievable, Relevant and Time) action plan based on the root cause analysis performed to drive performance. Set expectations on what could have done differently while providing the right support, assistance and guidance to the game changers as well as providing a clear visibility regarding their results and opportunities.
- Hypercare experience to meet the target set by the global service delivery team.
- Travel for business purposes - launching of a new project in Portugal from Oct 2021 to Dec 2021 (Booking.com).
- Quality evaluation and calibration.
Customer Service Specialist
Intelcia
04.2017 - 02.2018
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Support Specialist
Euro Crm
02.2016 - 04.2017
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Education
High School Diploma -
Saint Aubin State Secondary School
St Aubin 11-2015
Skills
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Staff Discipline
- Problem-Solving
- Team Collaboration
- Multitasking Abilities
- Excellent Communication
- Adaptability and Flexibility
- Decision-Making
- Conflict Resolution
- Audit reporting
- Analytical Skills
Languages
Creol
Native language
English
Upper intermediate
B2
French
Advanced
C1
Certification
- [School Certificate SC] [November 2013]
- [Higher School Certificate] [November 2015]
Timeline
Supervisor Client Care and Service Hub
Absa Bank Mauritius Limited
09.2024 - Current
Senior Operations Team Leader
Concentrix
02.2018 - 08.2024
Customer Service Specialist
Intelcia
04.2017 - 02.2018
Customer Support Specialist
Euro Crm
02.2016 - 04.2017
- [School Certificate SC] [November 2013]
- [Higher School Certificate] [November 2015]
High School Diploma -
Saint Aubin State Secondary School
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