LOKESH BAWA

E-mail:aco7n6@r.postjobfree.com,aco7n6@r.postjobfree.com

Mobile: 91-22-9820542905

DETAILED EMPLOYEMENT RECORD

1. Employer : R-TEC PVT (LTD)

Post held : Senior CSA

Period : May 2004-July-2005

Reporting Hierarchy : Team Leader-Operations

Employer : Wipro LTD

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Post Held : CSR

Period : August 2005-March 2007

Reporting Hierarchy : Team Leader-Operations

Employer : Wipro LTD

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Post Held : Quality Analyst

April 2007-September 19th 2011

Period :

Reporting Hierarchy : Quality Manager-Operations

Employer : Wipro LTD

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Post Held : Trainer/TL (1B)

September 20th 2011-Till Date

Period :

Reporting Hierarchy : Training Manager-TT

Employer : Wipro LTD

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Post Held : Assitant Manager(2B-OPERATIONS)

Period : Feburary 5th 2014-Till Date

Reporting Hierarchy : Operations Manager.

JOB PROFILE

At Wipro (India) Ltd, I worked in the Quality (Quality Analyst) department. Here; I use to

handle the following job responsibilities. (Leading Healthcare Insurance in United States-

United Health Group).

Doing Audits (Randomly on Recorded calls)

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Reporting Quality Scores (External & Internal)

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Quality updates & distribution

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Attending weekly QA conference call with client

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Being a part of weekly calibration call

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Providing feedback (Team & Individual)

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Conducting Refresher Training/Process Training/Handling Batches

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Involvement with Training (PRE-OJT) & during OJT

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Moved to External Auditing from 1st April 2011(External Auditor)

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Job Responsibility as (Trainer /TL).

At Wipro (India) Ltd, I was working in the TT (Talent Transformation) department. Here; I use

to handle the following job responsibilities:

Induction Program for New Hire Batches.

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Successfully trained batches for the New Hires and up training for Process.

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Drive the team to achieve team and company Parameters.

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Conducted Performance feedback and Product Knowledge tests on weekly basis.

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Preparing question papers in order to streamline new members of the process.

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Conducted daily briefings and training sessions for the team members.

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Recommend potential solutions and best practices when applicable.

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Instrumental in training new batches also while they are in OJT (On Job Training).

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Analyze team performance by identifying outliers and giving one on one feedback.

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Compiling and maintaining team reports for senior management.

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Quality SPOC for the Training Team.

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Classroom Observations for New Trainers

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Site Admin to disseminate new courses related to the Process for updates.

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Preparing JA or Training Documents as & when required.

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Current Responsibility (Assistant Manager).

At Wipro (India) Ltd, I am currently working in the UHG-CS Operations.

Here; I am handling the following job responsibilities.

Directly accountable for managing teams up to 28 CSR.

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Interacting with Support functions for staffing & scheduling requirements, performance

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reporting etc

• Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure

efficiency in process operations and meeting of individual & group targets.

• Determining training needs of employees; conducting suitable training programs to

enhance their operational efficiency leading to increase productivity.

Utilize superior communications skills to motivate staff and develop effective working

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relationships with peers, executives and clients

• Personally coach, train and mentor direct subordinates and provided career development

opportunities through training and quality management activities

• Monitors productivity of customer service representatives and generates reports.

• Direct Client interaction, correspondences with client and its customers.

SCHOLISTIC DETAILS

Completed H.S.C in the year 2002 (Mumbai University)

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Completed GDBA in the year 2008 (National Institute of Management)

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LANGUAGES KNOWN

English, Hindi, Marathi

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STRENGTHS

Performance oriented

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Integrity & Honesty

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Excellent communication skills

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PERSONAL DETAILS

Date of Birth: 8th September 1982

CONTACT DETAILS

Present Contact Address:

Sai Appartments, B/10, Bldg no. 24, 3/2, Setor 3, CBD Belapur, Navi Mumbai-400614, Mobile:

982*******

I hereby declare that the information given by me is true to the best of my knowledge.

Date:

Place: Navi Mumbai

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