Interest

ØPromoted to NORTH & CENTRAL DELHI INCHARGE In just eleven months from Field Sales Executive.

ØSuccessfully organized BARGAIN 2000 Loan Mela; A Promotion activity for GE- COUNTRYWIDE.

ØManaged two IITF 1997 & 1998 for City Palace Electronics Pte Ltd dealers of Samsung Electronics. 

ØWas Awarded Best Executive AwardIN BEST OF INDIA Exhibition in 1998. 

ØRepresented School twice in School National Games in year 1986 & 1987; in Cricket & 1500M, 800M athletic events.

Objective

Team Manager with 16 years of work experience in the areas of Process Management, Operations, Team Management & Financial Management, looking for a full-time position & assignments  with a growth oriented organization of repute.

SNAPSHOT

  • A results-oriented professional with proven success in Operations Management, Business Process Management, People Management & Training & Development 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 organisational skills with proven abilities in team management, customer relationship management and planning.
  • Presently associated with HCL Technologies BPO Services LTD - BPO Services, as Team Manager - Operations.

Work History

Work History
Feb 2006 - Present

Team Manager

HCL Technologies Ltd - BPO Services
AREAS OF EXPERTISE

Process Management: Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Mapping client's requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client. Creating & implementing workflows to facilitate structured support in all areas and issues. Overseeing process improvement initiatives through system changes, process re-alignment / redefining & efficiency management. Sending reports to the Top Management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.

Operations Management: Implementing short/long-term plans for achieving process objectives.Coordinating with the external and internal clients (SDLs, QA, Training etc.,) and providing regular feedback & updates on training, recruitment, procedures etc. Actively participating in resolving operational issues as well as implementing new process & procedural changes by directly dealing with on/off shore clients through e-mails and daily conference calls.

Customer Relationship Management: Supervising customer service operations for rendering and achieving quality services; providing second line customer support by taking escalations, ensuring minimum TAT.Maintaining cordial relations with customers to sustain the profitability of the business. 

Team Management / Training & Development:  Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.Creating & sustaining environment that fosters development and motivates high performance.Creating and developing a positive working environment to enhance productivity through personal impact by way of groupteam meetings, 1:1's etc. Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

Aug 2003 - May 2005

SALES OFFICER

STANDARD CHARTERED FINANCE LTD

Successfully handled two locations Mumbai & Pune, was responsible for customer satisfaction and retentition for Banking Products.

2000 - 2003

Area Incharge

GE Countrywide

Handling sales of Vehicle loans, Two-wheeler loans & Consumer Durable loans in the North and Central Delhi, was responsible of meeting monthly targets through dealer network and GE's Sales team.

Apr 1997 - Mar 1999

FLOOR INCHARGE

M/S CITY PALACE ELECTRONICS PTE LTD

A leading dealer of Samsung Consumer products, was responsible of overall sales and customer retention.

Education

Education

ACADEMIC QUALIFICATION

ØDoing Post Graduate Diploma in Marketing Management from Institute of Management    Studies, Kolkota.

ØAdvance Diploma in Marine Electronics & Communication from IME Chennai.

ØB.E (AMIE) from Institute of Engineers, Kolkota.

ØDiploma in Mechanical Engineering from Punjab Board of Technical Education.

Ø10+2 Non Medical from Kendriya Vidyalya No. 2 NFL Bhatinda

Ø    Matriculation from Kendriya Vidyalya No. 1 Air Force Station Halwara.

References

References

Anurag Tyagi

Mr Anurag Tyagi was my Manager when I was working with GE Countrywide

Manish Tomar

I have worked with Manish Tomar for 1 year and 6 months

as he was my reporting Manager.