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Lean and Cool

About Me

Center Head – BPO

Possess natural flair for developing strategies to enhance clients/ customer relations, quality process, process management, audit compliance, call barging, call monitoring and AHT Handling; excellence in overall quality management encompassing testing, usage of tools, making reports and presentations while implementing quality mechanisms to deliver the desired output.

• Dynamic & result oriented professional with rich cross-functional experience of XX years in handling entire BPO operations ranging from ensuring SLAs, SOP’s, Local work instructions, Process flows, Team Forecasting,

Workforce Analysis, Basic Matrix Reporting and recruitment

Gained significant people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, career planning
Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied background; mentoring of the team members as well as maintaining TAT, Quality, Productivity and Behavioral aspects of the Team
Distinction of steering improvement initiatives with focus on streamlining & managing operations with proactive planning, introducing new concepts, steering change, etc.

Education

Master of Business Administration, management

ABC School

CBSE

noida, Uttar Pradesh

Completed, February 2002

Marks 70 %

Work
Experience

calendar_icon_pdf March 2002 - June 2005

Customer Service

abc pvt ltd

noida, Uttar Pradesh

Key Result Areas:

Handle & resolve escalations / customer complaints while in line with SLA and KPI’s in terms of Quality /
Productivity / Escalations / Transfers; reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction as agreed with the client
Manage Inbound/Outbound & Back office and ensure their SLA/deliverables are in the line of customer requirement
Involved in recruitment, training, inductions and on floor training for the agents. Conducting of continuous development training program and refresher training programs
Identify and suggest areas of improvement on the process to higher management for review while regularly updating and providing performance related reports
Deal with customers to determine requirements and resolve incidents
Direct & indirect reporting for all functions and ensures their alignment to center as per the requirement
Closely monitor the center profitability, EBIDTA & RPA while working with finance closely
Conceptualize and introduce various activities/ programs/ contests to recognize best performers, enhance productivity and boost the morale of team
Coordination with relevant departments/Union/Police/Labour office for smooth functioning at work
Ensure customer centric operations and identifying areas for improving and enhancing customer service initiatives through implementation of feedback received from them

Key Highlights:

Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????

calendar_icon_pdf January 2002 - May 2005

Customer Service

abc pvt ltd

New Ashok ngr, Delhi

Key Result Areas:

Supervised calls from different desk and handling customer escalations and coordinate with other departments to resolve issues. Handling call calibrations and conducting training sessions for the team.
Provided assistance and overall man management while working with Research and Development team.
Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process
Determined process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth
Created best practice and knowledge sharing database to improve the overall quality & productivity; Raising CRF (Candidate Request Form) and conducting interviews for our team if required
Established healthy business relations and developed excellent rapport to retain customers and provide technical guidance to Colleagues & customers
Involved in compiling reports & reviewing project performance with Team Manager on weekly and monthly basis
Accountable for conducting regular meeting with Team and Management to discuss volumes processed; preparing rosters as per desk utilization and maintaining Timesheets every monthSupervised regularly various MIS log like productivity report Overtime, System down and Transport report with 100% correct data to provide feedback to the top management for effective rendering of services

Key Highlights:

Any existing systems/ processes streamlined???? Results obtained????
Major assignments handled????
Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
Awards/appreciation letters received???? Other relevant achievements????

Training and
Certifications

Arvind Yadav, abc institute, 2004

Computer Proficiency

Operating Systems

window

Softwares

Todo.vu

Languages

Hindi
English

INTERESTS

Exhibiting a desire to experience new cultures and environments—especially if your role would involve working with foreign colleagues, partners or clients—can really help your resume shine.

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