Hemant Dubey

Team Leader - Operation Address : Mritika

Apartment

IBM Daksh, Gurgaon. 1st Floor Flat-C,

***,**** ******** ****.

Kolkata-700060

Mobile No:+91-983*******

+91-981*******

E-Mail : acoh6v@r.postjobfree.com

7 years of experience in the BPO/ITES with diverse knowledge in Operations,

Business Process and Client Management.

Key Skills

Exposure of handling a team of 20 associates for Intuit- Quick Books &

Quicken for US & Canada, Welcome (0-30 days tenure) & Command Centre

Currently leading a team of 15-20 associates for Intuit- Quick Books, each

one of them maintaining their KPI's and the KRA's through the measured for

Quick Books-Canada inbound process operating from IBM Gurgaon centre.

Professional Skills& Achievement

Operation Management: In-charge for my team to deliver Operational KPI's

such as Productivity, Quality and Hygiene.

Workforce Management: Capacity Planning, Scheduling and roistering,

Manpower and staffing to deliver service level, Shrinkage & Attrition

planning, CMS operations

Quality Management: Driving Quality awareness and improvement through TL

Audit and feedback, initiating Call Listening and Calibration session.

Organising refresher training based on TNI(Training needs identification).

Directing and Leading project to reduce learning curve and KPI

improvements.

Performance Management: Expectation setting, Facilitation and conducting

periodic performance review for all associates. Preparation & Coordination

for various Business / Client reviews.

People Management: Organising Periodic R&R, Fun at Work, Career path and

Open house to enhance employee satisfaction. Successfully Mentored the team

for promotion to next level.

Achievement: Awarded Certificate of Excellence for the best Team leader for

three consecutive months & Certificate of Excellence for Outstanding

Performance in customer services from Client as well as from the

management.

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Work Experience

Oct '13 - till 06-Aug-14 Team Leader, IBM Daksh .

Leading a highly motivated and talented team of 20 associates & 1 SME.

Knowledge of end to end to operations of different LOB's like - Quicken,

Quick Books for US & Canada team.

Key Responsible Area;

. Productivity.

. Quality.

. Hygiene.

. Fulfil IBM Mission - Happy Customer, Happy Stakeholders & Happy People.

Achievements;

. Won the Quarterly Award (Sep'-13 -June'14) for the Best pool Team Leader

with the best KPI performance.

. Recorded the highest ever NPS score of 75% in Quicken-US Team in the

month of April'14.

. Recognised & Designated as a SPOC for Transport & HR activities for

Quicken US process.

. Taking Addition responsibility on Shrinkage Planning. Aux management &

RTA

. Groomed and mentored the team members to the next level and promotion as

a Team leader.

. Planned and executed the Quarterly R&R for the Intuit-Quicken process

after getting approval from manager with active participation from the

all team members for the Group dance, Rope Wrestling and the Fashion

show.

July '09 - January - 2012 Team Leader, Aegis Ltd

Leading a highly motivated and dedicated team of 25 Associates and 1 SME.

Job Responsibilities;

. Driving & monitoring daily, weekly and monthly KPI performance.

. Forecasting workload, scheduling and break pattern for the team.

. Monitoring and ensuring Answer Percentage across all intervals.

. Interaction with Client & Manager to discuss performance and action plan

for the team.

. Plan and implement strategies to increase revenue and reduce cost.

. Maximize seat utilization.

. Identification of training need for agents and organizing training

session.

. Agent development and Career path.

Achievements;

. Recognised as a SPOC for Calibration calls.

. Awarded best Team Leader with best KPI performance for the month of

Jan'11 & April'11

. "Star of the Month" for the months of Nov'11

. Groomed and mentored the team members to the next level and promotion as

a Team leader.

. "CSAT Champion" with 95% for the month of Feb'11 & Mar'11

April'06 - June - 2009 Senior Executive, IBM Daksh

Responsible to take inbound Voice call & to troubleshoot various HP

computer hardware and software related issues for US Base Customers.

Job Responsibilities;

. Establishing and maintaining contact with HP customers on their

technical related issues.

. Always having professional approach towards problems and responding to

them in a timely manner.

. Basic and advanced level skills on computer helps to understand the

technical process and to resolve them online.

. Providing technical solutions to different problems of HP customers by

taking help of different tools

. Responsible to maintain the standard of each call in a comprehensive

manner taking into view each aspect of attending the customer, listening

to their problems and offer appropriate solutions to them.

Achievements;

. Recognised as a SPOC for Admin & HR Activities.

. Awarded as "Top Talent" by IBM Daksh 2007

. Awarded for "National Topper in Call Quality" for June & July 2008 by IBM

Daksh.

Academics

. Bachelor of Commerce (Accountancy) from Syama Prasad College (Kolkata

University) in 2004.

. Passed Higher Secondary (Class XII) from National High School(Boys)

(Kolkata) in 2001.

. Passed Matriculation (Class X) from Khalsa English High School (Kolkata)

in 1999.

Computer Skills

Completed CFS Course from "NIIT" on

a) MS Office Package

b) SQL Server

c) RDBMS

d) C++

e) Basic Hardware

Personal

Father's Name - Ram Pragat Dubey.

Date of Birth - 14th July 1984.

Marital Status - Married.

Languages Known - English, Hindi and Bengali .

Location Preference - Kolkata.

Hobbies - Listening Music & Adventure Sports.

Current CTC - Rs. 4 Lacs

Expected CTC - As per company norms

Date:

Place:

Hemant Dubey

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