Troncy Lesly Joseph A. R.

Flat # ***, Pacific Saphire

Apts,

Prabhat Colony, Vidhyanagar,

Bangalore - 560035

Mob# 0091 - 973*******

E mail id: ab6k4f@r.postjobfree.com

ab6k4f@r.postjobfree.com

Career objective : To translate the mission and objectives of the

organization with commitment and ideas.

Experience

The organization : SERCO GLOBAL LTD.

Bangalore

The Position : DGM Operations

Department : Call Center / Site

Head

The Duration : June 2012 till

Present

Responsibilities

. Handling a Telecom Process call center Operations Inbound and Outbound

for South Zone

. Handling 4 different processes under one roof and ensuring that all

the KPIs are met up along with client satisfaction.

. Leading a team of 1500 which includes, Operations, Training & Quality

Teams.

. Responsible for Client Management and ensuring that single face for

all the Circles.

. All departments reporting, which include, Employee relations,

Recruitment, Training, Quality, Payroll, L&D & WFM

. Conduct reviews internally as well as with the Clients on a regular

basis.

. Taking care of the P&L of the process and generating maximum profits

to the organization through efficient and calculated decisions.

. Ensuring that manpower calculation basis of the projections given by

the client and ensuring that the right staffing is derived to run the

process and bringing in efficiencies to reduce manpower and increase

revenue.

. Responsible for ensuring the Invoicing for the client and collection

of the revenues is in place and tracked.

. Need to also increase the current business and also look out for

opportunities to improve the quality of value add to the clients.

Achievements

. Handled the transition of the ATV process at Bangalore and streamlining

all process

. Able to turn the centre to EBIT positive and ensure that client

satisfaction and trust in client retained, thereby increasing the

business of SERCO.

The organization : FIRSTSOURCE SOLUTION

LTD.

The Position : DGM Operations

Department : Operations Call

Center Head

The Duration : March 2011 till

May 2012

Responsibilities

. Handling a Telecom Process call center Operations Inbound and Outbound

for Karnataka Cricle

. Leading a team of 800 which includes, Operations, Training & Quality

Teams.

. Responsible for Client Management and ensuring that single face for

all the Circles.

. Conduct reviews internally as well as with the Clients on a regular

basis.

. Taking care of the P&L of the process and generating maximum profits

to the organization through efficient and calculated decisions.

. Ensuring that manpower calculation basis of the projections given by

the client and ensuring that the right staffing is derived to run the

process and bringing in efficiencies to reduce manpower and increase

revenue.

. Responsible for Invoicing for the client and ensuring that collection

of the revenues is in place and tracked.

Achievements

. Handled the start up of the center at Hubli and streamlining all process,

Also setting up the OB process for KA circle

The organization : SPARSH BPO SERVICES (An

Intelenet Company)

The Position : AGM Operations /

PAN INDIA Head (Telecom Process)

Department : Operations Call

Center

The Duration : June 2010 till

March 2011

Responsibilities

. Handling a Telecom Process call center Operations for Pan India,

consisting of ROTN, Chennai, Kolkata & RoWB.

. Leading a team of 1800 which includes, Operations, Training & Quality

Teams Pan India.

. Apart from this, handling the Pondicherry Site Independently and

reporting to the Dy. COO.

. Responsible for Client Management and ensuring that single face for

all the Circles.

. Liaison with the Corporate Client team to expand business as well as

create opportunities for revenue growth for Sparsh.

. Conduct reviews internally as well as with the Clients on a regular

basis circle wise.

. Taking care of the P&L of the process and generating maximum profits

to the organization through efficient and calculated decisions.

. Ensuring that manpower calculation basis of the projections given by

the client and ensuring that the right staffing is derived to run the

process and bringing in efficiencies to reduce manpower and increase

revenue.

. Responsible for Invoicing for the client and ensuring that collection

of the revenues is in place and tracked.

Achievements

. Have managed to consistently maintain an EBITDA of 30%+ month on month

for Pondi Center for the last 6 months.

. Based on performance promoted to PAN India Head within 6 months

The organization : AEGIS BPO (Essar Group)

The Position : Process Owner

(Senior Manager)

Department : Operations Call

Center

The Duration : Sept 2009 till May

2010

Responsibilities

. Handling a Telecom Process Prepaid call center for the East Zone.

. Leading a team of 400 which includes, Managers, Asst. Managers, Team

leads, QA's, Trainers, Inbound Agents & Outbound teams

. Responsible for Client management and a single point of contact for

the entire process.

. Ensures effective implementation of all new processes and procedures

. Responsible for the SLA metrics of the entire process

. Planned, directed and coordinated activities for internal Training

function

. Closely work with cross functional Teams to deliver the best results

for the Client.

. Motivate, coach, counsel and mentor the Team members.

. Take initiatives for the team individual development, metric

improvement, process simplification, etc.

. Conduct reviews with the clients periodically, Weekly/Monthly,

Quarterly & Half Yearly to ensure that smooth operations and

expectations are set and agreed upon and also for discussing

performances and sharing best practices.

. Taking care of the P&L of the process and generating maximum profits

to the organization through efficient and calculated decisions.

. Ensuring that manpower calculation basis of the projections given by

the client and ensuring that the right staffing is derived to run the

process and bringing in efficiencies to reduce manpower and increase

revenue.

. Responsible for Invoicing for the client and ensuring that collection

of the revenues is in place and tracked.

The organization : Dell International

Services (Chandigarh)

The Position : Senior Team

Manager Technical Support

Department : Operations Call

Center

The Duration : Jan 2007 till Sept

2009

Responsibilities

. Handling a Senior Technical team (Platinum Club Team), which handles

the EWS inbound sales and technical calls of Dell customers from US.

. Ensures effective implementation of all new processes and procedures

. Responsible for the floor metrics of the entire team

. Responsible to publish the CR data report for the entire LOB

. Planned, directed and coordinated activities for internal Training

function

. Closely work with cross functional Teams to deliver the best results

for the LOB.

. Leading the SIR achievement project for the entire EWS desktop queue.

. Motivate, coach, counsel and provide timely feedback for the Team

members.

. Take initiatives for the team individual development, metric

improvement, process simplification, etc.

. Incharge of ensuring that the sales targets are met on a daily/weekly

and monthly basis

. Total Solutions Project SPOC for the Entity, ensuring that reporting

is done on a weekly basis and appropriate training conducted for the

betterment of providing total solutions to the customers.

. Dell Competency based Interviewing certified for conducting interviews

to acquire new talent for the operations floor.

. Successfully rolled out the project on Rapid Response within an entity

with end to end close looping of process and also the policy &

procedures as per the company requirements.

Achievements:

. Based on the performance, taken over the Platinum Club team in the site

. Best Manager Award for Q4 for FY08 & Q1 & Q3 FY09.

. Was an Excellent rater in the Annual stack in FY09.

The organization : Reliance Infostreams

Pvt. Ltd.

The Position : Manager

Department : Operations Call

Center

The Duration : August 2003 till

31st Dec 2006

Responsibilities

. Leading a team of 245 (2 Asst. Manager, 16 Team Leaders, and 229- CIE's,

CRE's & TCRE's)

. Better management of subscriber complaint escalations through front-end

package and Service Assurance.

. Direct interface to the leadership team and to the Circle Heads on a

timely basis.

. MIS analysis on call handling, call channeling, revenue impact to meet

the reporting requirements.

. Monitor the process adherence and fine-tune the process laid.

. Planned, Directed and Coordinated activities of Circle movement, Prepaid

and FWP/T Customer Service.

. Ensure that aims, goals and objectives were accomplished in accordance

with outlined priorities and time limitations.

. Analyzed results of billing operations with circles for substantial gains

and more efficient utilization of resources.

. Planned, directed and coordinated activities for internal Training

function.

. Developed Seating and Staffing plans, work schedules and time lines.

. Coordinated the successful development of Call distribution and tracking

MIS.

. Develop, implement and maintain performance reports for the Management.

. Personnel activity including hiring, development assessment and

performance evaluations to meet the expectation of the internal customers

serviced.

. Set up the outbound calling for TN circle with a team of 60 agents.

Achievements:

. Instrumental in COPC Certification implementation in Gujarat Circle and

laying down the framework for the contact center for implementing Process

Improvement initiatives.

. Instrumental in COPC certification for Maharashtra Circle, and received

conditional certification in Jan 2006.

. Instrumental with the implementation of CIOU concept of migration to

Circles.

. Set up the inbound CSAT survey with a team of 30 agents for TN circle.

The organization : Dell International

Services Ltd (Bangalore)

The Position : Team Lead (Asst

Manager)

Department : Customer Care

The Duration : December 2002 till

August 2003

Responsibilities

. Incharge of a team of 5 group leads, who in turn have a team of 15 reps

each. Total incharge of a team of 80 people.

. Incharge of Site metrics and smooth functioning of the entire call

center.

. Incharge of Service Level and Site wise AHT, CPH and Quality of the

entire team.

. Incharge of co-ordinating with Dell employees at US, interacting and

getting to know the various changes and updates in Dell and incorporating

and promoting the changes in DIS Bangalore for the betterment of

services.

. Incharge of co-ordinating of training for the new Batches who join into

Dell.

. Incharge of projecting the team metrics to the Director of Customer Care.

. Incharge of training the new hire batches on process and also the policy

& procedures as per the company requirements.

. Incharge of setting up refresher courses for the reps who have been on

the floor on new updates and also product changes.

. Creating analysis on key areas, which are affecting the statistics and

creating solutions to better the affecting areas.

. Incharge of recruiting candidates for the posts of Customer care reps.

and Group lead levels.

Achievements

. Dell Customer Care was a start up in Bangalore and was among the core

team to set it up.

. Was selected to go to start up a outsourced Call center for Dell in Delhi

in July.

. Was directly involved to get the call center started and processes set

for DIS Bangalore.

The organization : Bharti Telenet

Ltd(touchtel)

The Position : Team Leader -Call

center

Department : Customer service

The Duration : January 2002 to

December 2002

Worked with Bharti Telenet Ltd (Touchtel). India's premier telecom company

Touchtel, which is operational in 6 states of India.

Responsibilities

. Incharge Of a team of 28customer care officer's

. Incharge of training and grooming the team.

. Incharge of handling escalations and any calls which are difficult for

the CCO to handle.

Also handling difficult situations, and giving solutions for the

CCO'S queries online,

while the sub is online

. Interdepartmental Co-ordination for resolution of complaints or

requests

. Motivating the team and not allowing the spirits of the team to feel

down or left out.

. Incharge of creating MIS reports and also for creating the daily

productivity of agents.

. Briefing of the team on day to day for any new product release.

. Incharge of tactfully preparing roster, on the basis of number of

agents available and with call flow on peak and off-peak hours.

Achievements

. Was solely incharge of ACD compliance for the entire call center, also

for the call overflow into different segments .

. Training of all the CCO's in use of ACD, and the rules for the

handling the same.

. Creation of five different segments for the call center and allotting

the necessary bays for the same.

. Was solely incharge of learning the MIS reports,creating and

formulizing and tailor making the same as per the requisite for the

calls center reports

The Organization : BPL Mobile cellular LTD

The Position : Mobile Assist Executive (TL)

Department : Customer Care

The Duration : March 2000 to

January 2002

Responsibilities:

. Being the window to the customer for the company

. Answering to queries of the customer and offering suggestions whenever

needed

. Also meeting customers and solving their problems if any,getting their

suggestions,so as to improve our services

. Team Leader for the evening shift, Incharge for the overall abandoned

percentage, and also to attend to internal queries from team members,

clarifying and solving difficult situations and instant solutions, while

the team member is online with the customer.

. Motivating the team to do its best and never to let the spirits down of

any of the team members

. Doing daily report, and also the weekly report and monthly reports.

Achievements:

Three Times the Best Mobile Assist Executive of the month.

The best ever call center in the entire BPL circles all over India, by

achieving the internal mystery shopping scores of 91%

Having to motivate the entire team, by encouraging the team with enthusiasm

and fun, and making work an enjoyable place to be in

Project work on GOLD subscribers (An elite group of customers)

Training Undertaken:

. Underwent the training on Advanced interaction skills

. Underwent the training on personal effectiveness

. Underwent the training on Reach the stars workshop by SERVICE QUALITY

CENTRE SINGAPORE

The Organisation : IMPRESARIO

An

Event Marketing Company, In contract with

Escotel Mobile Communications Ltd. Cochin, Kerala

The Position : Program co-ordinator /Churn

Management

The Duration : May 1997 to February

2000

Responsibilities:

Working in the Market -Support division. Conducting mega events, co-

ordinating and organizing events for Escotel. Incharge of outdoor

publicity, Conducting mega events, co-ordinating and organizing, also into

marketing and customer services. Also Incharge of all Kerala Churn

Management for Escotel, coordinating with all members of all kerala and

trying and retaining the customers who are on the verge of cancellation,

back into the system.

Achievements :

Organized the first user Education Programme for Escotel, Organized the

first Zonal event for Escotel, conducted various Roadshows, User Education

Programmes, Demo booths, etc throughout the zone, organized and conducted

two District Office launches in Kannur, Thalassery, Malappuram, Manjeri,

Perinthalmanna. Also conducted the launch events of Tirur, Kotatakkal. Also

conducted 2 fuel campaigns in Kannur and Calicut. Also worked in Allepey

D.O. Also done sales and marketing surveys for Escotel.

Educational Qualification

1994 -1997 B.A Degree

-Economics Main

University

of Calicut, Kerala

Languages Known

Can Speak in English, Hindi, Tamil, and Malayalam.

Technical Skills

60w.p.m speed in typewriting

Computer Software - Microsoft word, Microsoft Excel, Microsoft PowerPoint,

Internet accessing.

Hobbies

Creative thinking, Playing Cricket, Listening to Music, Singing and Dancing

Personal Strength

Had the opportunity to work with group of people hailing from different

backgrounds and this experience gives me the confidence to take up any

job anywhere in India.

Personal Data

Name : Troncy Lesly Joseph A.R

Age : 36 years

Date of Birth : 27th

September 1976

Marital Status : Married

Address : Same as above

Contact # : 0091 - 967********

References

Albert Hainston Ajay Giri

HPO Shared Services Vice President

Airtel Communications Ltd Sparsh BPO Services

Delhi Chennai

Mob # 088******** Mob # 099********

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