Mridula Chopra

[email protected]

Work experience

Aug 2010Present

Assistant Manager - Human Resource

Bank Of America

Work with the office of Pan India HR head

May 2006Aug 2010

Executive Assistant to VP Technologies

American Express

Assisting the VP in day to day workCalendar managementScheduling meetings and conferencesMaintaining PMP records, R&R, increment and bonus lettersLiaising with administration, HR and other support groups.Business travel arrangements. Keeping a track of all the official expensesArranging town halls and skip levelsPetty CashPreparing PPT presentations

Dec 2002May 2006

Team Leader ( Operations)

HCL Technologies BPO

Leading a team of 20 members for managing operations involved in online and voice based services entailing: Process Management Training and preparing training manuals, manpower scheduling as per requirements. Quality management and ensuring adherence to SLA's. Queue management for Customer Service, Complaint Redressal and Customer Retention. Assisting peers and management in routine tasks and special projects. Coordinating with HR and senior management team for the recruitment of analysts as a member of the recruitment team Designing reward and recognition programs within the limited budget and keeping in mind the competitive targets, for the entire portfolio driving motivation and performance Conducting monthly sessions and one on ones with all advisors to understand the areas of concern and look towards driving their morale and keep the momentum going Preparing weekly Analysis reports to create guidelines for the future development of the process. Preparation of MIS reports for the daily productivity and Daily analysis of the Quality and Quantity of work. Annual appraisal's for all team members

Sep 2001May 2002

Sr. Associate ( Operations )

Minerva Telelinks

Part of a 12 member team for managing operations involved in voice based services entailing: Attending customer queries and resolving issues. Training and preparing training manuals, manpower scheduling as per requirements. Quality management and ensuring adherence to SLA's. Assisting peers and management in routine tasks and special projects.

May 1997Sep 1999

Sr. Associate

Microwave communications Pvt Ltd ( Pagelink )

Involved in Outbound Sales Calls entailing: Attending customer queries and resolving issues Training & monitoring of new joinees of the daily operations. Coordinating with Team Leader for down flow of information or any specific changes of the processes. Meeting target of required hours and call time. Promoted to Sr. Associate on basis of performance

Apr 1996Oct 1996

Office Coordinator

United Nations ( APCTT )

Coordinating between the foreign delegations and Indian Traders. Arranging meetings and lunches. Maintaining the office petty cash. Awarded for good coordinating skills.

Mar 1993Jul 1994

Purchase Executive

Taj Palace Intercontinental (Khazana)

Maintaining the daily sales and stock records Preparing the daily sales report. Processing PO's. Dealing with Vendor's. Joined as sales executive and promoted to purchase Executive within 2 Months.

Education

Senior Secondary

Mount Carmel School

20082011

MBA

Symbiosis

19891992

Honours Degree;

Delhi University

Summary

A results-oriented professional with proven success in Operations Management, Business Process Management, People Management & Training & Development , Administrative acumen in the Service/BPO Industry.

Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

Possess excellent interpersonal, Communication and Organizational skills with proven abilities in Team Management, Customer Relationship Management and planning.

Interest

Music , Photography , People Developement , Counselling , Internet Browsing , Travel ,