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
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????
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
Software
- Todo.vu
Languages
- Hindi
- English
Personal 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.
Personal Details
- Father’s Name:Mr. Arvind Yadav
- Birthday:March 05, 2007
- Gender:Male
- Marital Status:Single
- Nationality:India
