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Call Center BPO - Free Resume Sample

(Shri says don't be fooled, quality is more important than quantity)

What do you do, what is your job?

(Shri says, "success is dependent on effort and doing what's right")

ARVIND RAWAT

Contact: 999999999 | E-Mail: [email protected]


Proven excellence in delivering sustained organizational growth in dynamic environments, establishing structure, building employee value, driving vision and achieving critical strategic goals


PROFILE SUMMARY

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 ross-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.

Core Competencies:General Accounting, Finalization of Accounts, MIS & Reporting Skills, Attention to Detail, Deadline - Oriented, Reporting Research Results, SFAS Rules, Confidentiality, Time Management, Data Entry Management and General Math Skills


ORGANIZATIONAL EXPERIENCE

Since MM YY | XYZ Ltd, Delhi | Center Head – BPO
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????
MM YY – MM YY | ABCD Ltd, Delhi | Senior Manager - Operations
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 month
  • Supervised 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????

EDUCATION

YYYY BA from ABC College, Delhi

TECHNICAL PURVIEW

  • MS Office – Word, Excel & PowerPoint
  • Internet Applications

PERSONAL DETAILS

Date of Birth: 01st October 1981 | Languages Known: English & Hindi

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