11 
Identity1. Presently working as Process Manager
2. Key Responsibility Areas :
? Leading a team of 180 executives and 7 supervisors
? Defining service standards and guidelines that serve as benchmark for excellent service delivery, framing work direction and plan for the associates after thorough assessment of their capabilities.
? Setting-up targets, SOP & SLA, maintaining KPI targets, overseeing task related to data collection, compile metrics, causal analysis and process improvements and administering the process improvement of quality for increasing the quality standards.
? Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
? Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.
? Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the team.
? Ensuring that target of SLA% is maintained.
? Co-coordinating with the supervisors reporting in to me for resolution of customer complaints.
August 2011 – October 2013
Assistant Manager - Operations IBM Global Process Services
1. Worked as Assistant Manager – Operations (India COE).
2. Key Responsibility Areas :
? Lead team of 100 executives and 4 Supervisors.
? Single point of contact with/between the New Hires and the senior management through effective communication.
? Responsible for Team performance.
? To motivate and maintain high levels of energy in agent through team activities.
? Provide hands-on assistance, share information proactively through direct intervention and mentoring.
? Meet all agreed metrics {Shrinkage, Attrition, Login Efficiency etc.}
? Handling different teams based on requirement.
? Execution of Training's asked by Client like Sales Seminars etc.
? Single point of contact between Client and Operations regarding up skilling.
September 2010 – August 2011
Technical Support - Trainer IBM Global Process Services
1 Worked as Trainer for Technical Sales process named Intuit.
2 Key Responsibility Areas :
? Trained 20 New Hire Batches and Unskilled 300 working agents on new selling techniques and products launched by Intuit.
? Single point of contact with/between the New Hires and the senior management through effective communication.
? Single point of contact with/between the senior management and client for product updates and billing.
? Responsible for Batch performance.
? Used different methods like providing hands-on assistance, sharing information proactively through direct intervention and mentoring to reduce attrition.
? Meet all agreed metrics {Shrinkage, Attrition, Throughput etc.}
? Execution of Training's asked by Client like Sales Seminars etc.
November 2009 – September 2010
Technical Support - Lead Operations IBM Global Process Services
1 Worked as Lead Operations for Technical Sales process named Intuit.
2 Key Responsibility Areas :
? Assisted team of 25 agents with product and sales.
? Single point of contact with/between the team and the senior management
? Identifying the daily needs and preparing training modules for the Front Line team.
? Worked with IBM-Delivery Excellence to lead a team of floor bottom quartiles
? Invest time and efforts on self development to enhance skill and knowledge.
? Responsible for team scores and performance.
? Used different methods like providing hands-on assistance, sharing information proactively through direct intervention and mentoring to enhance the team scores.
? Took sessions of BQ (Bottom Quartile) performers every week to help them bring out the desired results in reaching the monthly targets..
July 2004 – September 2009
Sr. Executive and SME (Subject Matter Expert) Hero ITES
1. Worked as Customer Care Executive and SME (Subject Matter Expert).
2. Key Responsibility Areas :
? Worked as Sales Expert for Capital One, British Gas and Providian Bank Inbound and Outbound processes.
? Worked in Collections process for a US Bank Process.
? Worked as customer care specialist for VOIP Process Lingo.
? Managed huddles to ensure good product awareness and efficiently worked towards the client satisfaction.
? Efficiently handled Escalation Calls and drafted FCR (First Call Resolution) Report for Escalation Team.
? Led the team in the absence of Team Leader.
? Conducted Mock Call Sessions for new executives.
? Attended calls from customers and resolved their queries.
EDUCATION
? INSTITUTE OF HOTEL MANAGEMENT & CATERING TECHNOLOGY. Nagpur (M.S) Diploma in Hotel Management and Catering technology.
? MODERN PUBLIC SCHOOL, Bhiwadi (RAJ) Senior School Certificate, Secondary School Exam. & Lower classes.
TRAINING'S ATTENDED
? Fish
? Basic Blue for IBM Leaders
? H2O.
? Interviewing the IBM way.
? NMO(New Manager Orientation)
? Train the Trainer session with the client and certified as a Pit Stop Crew Member.
? 7 Habits
? Executive Presence
? Problem Solving skills
? Self Management
AWARDS AND ACHIEVEMENTS
1. Received GEM award for the 4th quarter for year 2011.
2. Received Super Talent Achiever award for the 2nd, 3rd and 4th quarter for year 2011.
3. Certified by Intuit (Client) for Facilitation of Training Technical Batches.
4. Received Super Talent Achiever award for the 2nd and 4th quarter for year 2012
