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A position in Management with a focus on Client Relationship and utilizing appropriate methods and a flexible interpersonal style to help build a cohesive team and facilitate the completion of team goals

Career Summary

  • Expert knowledge and abilities in written communication
  • A patient listener who fully focuses on speakers and understands a variety of accents
  • Organized and detail-oriented; knack for understanding procedures and logistics
  • Strong skills in time management, prioritizing tasks, and meeting deadlines

Communication & People Skills:

  • Consistently maintain a positive attitude and enjoy helping people
  • Articulate and very effective working with people of different backgrounds and temperaments
  • Accurately record, remember, and verbally communicate detailed information
  • Cooperatively work with others to produce and deliver required work 

Organization & Time Management:

  • A problem solver who quickly grasps complex situations and turns them into manageable tasks
  • Produce quality work even when under extreme time pressure and deadlines
  • Proven ability to understand and follow complex instructions to successful conclusions
  • Experience of successfully managing and organizing personal time and workload
  • Collaborate in teams to produce quality reports

Technical Skills:

  • Very accurate and rapid keyboarder
  • Experienced in editing and proof reading lengthy documents with focus on word definitions, spelling, sentence structure, syntax and grammar
  • Comfortable with Microsoft Office, Visual Basics 6.0, C++, HTML and DHTML

Work experience

Aug 2008Present

Operations Manager

Office Beacon A S Pvt. Ltd
  • Handling a team of 10 Assistant Managers with 20 Team Leaders and around 200 professional graphic designer artists
  • Lead, direct and manage operations to ensure that the operations staff executes service agreements at, or above the customer's standards
  • Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customers
  • Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients
  • Set and maintain productivity and quality standards
  • Distributed daily workload to ensure all Departments complete work on time
  • Responsible for supporting company policies and management decisions and interpreting and disseminating this information to the employees
  • Responsible for motivating employees so that they perform to the best of their abilities and set an example by their own performance and enthusiasm
  • Performance appraisal of employees, Team Leaders and Assistant Managers
Aug 2007Jul 2008

Quality Compliance Analyst

EXL Services
  • Worked as a “Quality Compliance Analyst” (QCA) on an Insurance Process since August 2007 for a UK based client “Norwich Union” on the Project “Intermediary Business”
  • NU happens to be one of the leading Insurance Company in UK
  • Job Responsibility involves doing a Quality Check on the transactions processed by the agents with a view to achieve a 100% Accuracy
  • On a broader scope the Process involves setting up New Policies - Quotes, Mid-Term Adjustments, Policy Cancellations and existing Policy Renewals
  • We work on nearly 3 Systems and around 6 sub systems to achieve the Process requirements
  • Responsible for monitoring of transactions as per the targets set
  • Completed a 4 months QC Certification course which included basic methodologies of Six Sigma
  • Prepared the Process Flow chart for a better understanding of the process and removed the Non-Value Added procedures, henceforth to make the process much easier and less time consuming
  • Recording Data on a day to day basis of all the transactions and segregating and collating data to present analytical information
  • Analyze the information and chart out a plan by focusing on areas which need specialized training or a daily update which would help the agents improve on the work they do
  • Assist Operations Assistant Managers in identifying training needs for their agents
  • Providing Positive Feedback to the agents to help them improve their productivity and accuracy
  • To give out Daily, Weekly and Monthly Reports through Pareto Charts and to the upper level management, this would enhance their capability to take decisions
  • Keep a record of all the updates and convey the same to the agents through a QC Team Huddle
  • Have been consistently performing above the set QC Targets

  • Active Team Member for a Six Sigma Green Belt project to improve accuracy from 98% to 99.65%
  • Active Team member for a Six Sigma Lean project to increase the TAT (Turn Around Time) from 58% to 99% for incoming volumes
  • Was a part of Migration Team that went to United Kingdom in October 2006 to migrate a Process for Intermediary Business
Jan 2004Jul 2007

Sr. Customer Care Executive

EXL Services, NCOP
  • Selected as Subject Matter Expert (SME) and imparted training to agents and helped them to bring up the learning curve
  • The process required daily conversation with the client in UK and to solve the queries, as the process being in a Pilot phase
  • With immense knowledge and expertise of the process, prepared an Audit sheet to carry out the Quality functions of the process, which was approved by the client
  • Apart from being an SME, also handled the internal quality check of the team
  • Cleared the mandatory examination IF-1 for CII (Chartered Insurance Institute) of UK
  • Ensure that the process transactions are processed as per Desk Top procedures
  • Ensure that the assigned targets in accordance with SLA are met
  • Ensure that the quality of the transactions is in compliance with predefined parameters
  • Identify potential areas for process improvements & highlight the same to the TL
  • Ensure adherence to company policies and procedures
  • Handled the team queries being the Team Spoc
  • Selected as back-up QCA from December 2005
  • Provide the relevant process reports on a daily & weekly basis
  • Handled the leave plan for the team
  • Ensure adherence to established attendance schedule
Oct 2001Dec 2003

News Analyst

AC Nielsen ORG-Marg Research Ltd.
  • Tracking the media presence and impact of image on various industrial and political entities
  • Analysis was broken down into finer components like Corporate Presence, Employee Issues, Products and Services, Means to Market or Distribution and Corporate Citizenship
  • Preparation of monthly reports
  • Handled reports for companies like Tata Group, TCS, Tata Steel, ICICI Prudential, HDFC Standard Life, Standard Chartered Bank, etc
  • Providing detailed analysis on various parameters to top clients
May 2001Sep 2001

Marketing Executive

Tele Credits, DSA of Standard Chartered Bank
  • Marketing for credit cards of Standard Chartered Bank
  • Provided customer services on sales floor
  • Met and exceeded assigned sales goals consistently
  • Trained and assisted other associates as needed
Oct 2000Apr 2001

Marketing Executive

Disha Infotech, DSA of Lakhotia Computer Centre
  • Resolved student’s questions and concerns over the phone and in person
  • Provided procedural and customer service training to new staff
  • To enroll new students for various computer trainings and programs


Mar 19972000

Bachelor of Commerce

Maharaja Sayajirao University


Feb 2008May 2008

Quality Compliance Analyst

EXL Service