PRAVEEN SHARMA

971-***-****, acpv6y@r.postjobfree.com

[pic]Seeking assignments in Operations / Client servicing with a growth

oriented organisation

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? A result oriented professional with over 11+ years of experience in

Operations, Admin and Customer Service.

? Currently Associated M/S Hello42 India Pvt.Ltd.

? An executor with sufficient experience in managing service operations

with an aim to accomplish corporate plans & goals successfully.

? Resourceful at maintaining relationships with clients to achieve quality

product and service norms by resolving their service related critical

issues.

? Capabilities in coordinating with customers for running successful

business operations and experience of implementing procedures and service

standards for business excellence.

? Solutions-driven, customer centric professional with significant

experience in handling all aspects of service functions.

? An efficient communicator with good relationship building & interpersonal

skills. Strong analytical, problem solving & organisational abilities.

Possess a flexible & detail oriented attitude.

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Career Highlights

Jan'14-Till the time M/S Hello42 India Private Limited

Current Designation Asst. Operation Manager- Service Sector-

Transport Industry

Current Industry Service Sector-Transport Industry

Mar'12-July31'2013 M/S Aarya Cabs Pvt. Limited.

Current Designation Asst. Manager--Service Sector- Transport

Industry

Current Industry Service Sector-

Transport Industry

Apr'10-Feb'12 M/s WYN CABS - Service Sector- Transport Industry

Last Designation Asst. Manager - Service Sector- Transport Industry

Current Industry Service Sector-Transport Industry

Nov'02-Feb'10 M/s Mega CABS - Service Sector- Transport Industry

Last Designation Operation

Current Industry

Last Designation Transport Operation

Key Deliverables

Operations Management

o Managing service operations for rendering and achieving quality services,

providing first line customer support by answering queries & resolving

their issues, ensuring minimum TAT.

o Handling customer service operations inclusive of implementing short /

long term plans; coordinating with team with focus on excelling business

targets & service delivery metrics.

o Identifying improvement areas and implementing adequate measures to

maximise customer satisfaction level.

o Handled customer complaints & carried out assigned work activities as per

company policies and procedures

o Exercise due diligence in processes related to customer transactions

o Identify improvement areas and propose constructive changes to achieve

operational excellence. Provide suggestions for team development. Be

presentable and pleasant at all times. Maintained integrity,

professionalism and friendly attitude. Contribute positively as a team

player.

Client Relationship Management

o Building and maintaining healthy business relations with clients,

ensuring high customer satisfaction matrices by achieving delivery &

service quality norms.

o Ensuring speedy resolution of queries & grievances.

o Assessing customer feedback, evaluating areas of improvements & providing

critical feedback.

o Taking escalations for resolving critical issues.

o Ensuring continuous interaction with the customer to make sure that area

of concern can be worked upon for improved service levels.

o Tracking interaction between executives and customers to ensure quality

assurance standards.

Training & Development

o Arranging trainings for existing / new recruits for improving their

performance levels; updating them latest developments & modifications and

inspiring individuals to strive for excellence.

o Evaluating the effectiveness of training programmes by constantly

developing & implementing pre and post assessment tools. Determining

training needs & conducting programmes to enhance efficiency in

operations.

o Developing and delivering coaching / group training and instructional

programmes related to technical, operational, management skills and

attitude.

o Monitoring the performance of employees to ensure efficiency in

operations and meeting of KRA's.

o Identifying training needs across levels through mapping of skills

required for particular positions and analysis of the existing level of

competencies.

Quality Compliance

o Ensuring process improvement initiatives leading to increased

productivity and better quality standards.

o Monitoring calls and delivering feedback.

o Maintaining quality scores received from the Quality Department by

rechecking the audit calls which are supposed to be sent to the clients.

o Handling complaints and maintaining reports associated with it.

o Reviewing the performance of team members in coordination with the

Operations & Quality Manager.

o Preparing process documents and maintaining the reports/database.

o Attending conference calls for quality assurance with the Clients.

Process Management

o Mapping business requirements and coordinating in developing and

implementing processes in line with pre-set guidelines.

o Conducting internal process reviews for ensuring strict adherence to the

process parameters/systems as per defined guidelines.

o Setting up targets, maintaining CTQ (Critical to Quality) / CTP (Critical

to Process) targets and involved in planning for the process.

TECHNICAL SKILLS

o Well versed with MS Office and Internet Applications.

[pic]SCHOLASTICS

2005 B.A. pass - Delhi University

2005 ITI Pusa BTC Campus, Trade Wireman

2013 J.B.T - M.P. board

[pic]PERSONAL

DOB 29-12-1980

ADDRESS H.NO.49, VIJAY NAGAR, VILLAGE KIRARI, NANGLOI, NEW DELHI

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I firmly affirm that all the information furnished above are true to the

best of my knowledge

Contact this candidate