Roopesh S. Naidu

Flat # ****, H Block, NCC Urban

Meadows 2, Dodabalapur Road,

Yelahanka, Bangalore – 560064

Karnataka, India.

acqw3w@r.postjobfree.com

Mobile: +91-984*******

Dedicated, Dynamic and Result oriented seasoned leader with a gamut of 11+ years of experience in BPO such as IT, ITes, BFSI, Telecom, Insurance Clients (Both International for 7+ years and Domestic for 4+ years), Information Services with Comprehensive Employee Back grounding Screening and Heading Training delivery operations.

Managed Clients, Client servicing, Business Development, Operations for Voice and Non-Voice, Training, Quality, Recruitment, Employee Screening, Compliance, Transitions, handled Business size ranging from of USD 6 – 10 million.

Customer-focused, enthusiastic commitment to customer service was my key driver to attain company goals. Lead by example and ensure the execution of all operations policies. Areas of Expertise

Customer Service Management

Client Facing & Servicing

Business Development

Escalation Handling & Resolution

Process Improvement

Recruitments

Vendor Management

Operations Management

Project Management

Customer Satisfaction Enhancement

Front-End Supervision

Defining Process Goals & SOP

Performance Management

Six Sigma Projects

Cost-Reduction Strategies

Talent Development

Crisis Management

Forecasting & Workforce

management

Teambuilding & Training

Professional Experience

Simplilearn PVT LTD Bangalore, India Feb 15 to Present ABM – Client Relations

Heading Delivery (Operations Team) Customer Engagement which includes Successful completion of training right from sourcing of Trainers to Venue booking and client communication and marketing/promotional mailers are under my preview.

Management of Overseas Business Unit, Developing and executing Operational strategies for Asia Pacific, Europe, Middle East & Africa Markets.

Responsible for Cost efficient Customer / Corporate Client Acquisitions across Overseas Market and driving Global Partnerships & Tie-ups for expanding the Overseas Market for Simplilearn. FIRST ADVANTAGE PVT LTD Bangalore, India Jun 13 to Feb 15 Operations Manager – Client & Candidate Services – Blended Role Hired as Manager – Operations to Supervise 160+ employees which consisted Asst Managers/Team Leaders/Client Servicing Executives/Customer Support Executives. Foster an environment in which Clients are delivered with high levels of service and employees are motivated to deliver Top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout.

Provide leadership, strategic direction and day to day management for FLM to deliver on organizational goals.

Partnering with Business Development to leverage and pursue new business from the existing/ new clients.

Instituted KPI’s, Defining Metrics and benchmarking tools to monitor performance against targets aligned with Rewards and Recognition program.

Determine appropriate staffing levels and implement strategies to ensure the efficient operation of the department including Business Continuity Plans.

Responsible for end to end operations including People, Process & Profitability, SLA delivery, People Development & Management, Resource Management and Employee retention.

Lead and support strategic, tactical and operational strategies of the organization via the leadership team.

Management of global / large / medium and small corporate clients and prospects across appropriate employee screening, partner screening, vendor due diligence, customer screening and consumer screening requirements.

Execute dynamic hiring strategies to increase employee retention.

Responsible for optimizing capacity by leading cross training & conversion initiatives. Achievements:

Won “Service Excellence Award” for instrumental role in driving record-high BGV reports, which increased Revenue/Highest Productivity/Seat Utilization/More Business.

Introduced and Optimized Standard report Template, which reduced manual report writing, this increased productivity by 100%.

Introduced Standard BGV form across clients to ensure all details are captured appropriately as per FADV requirements.

Month on month created history in terms of outflow Numbers. MphasiS Bangalore, India Aug 03 to May 13

Customer Support Operations Manager, Nov/11 to Jun/13

Responsible for the entire Call center operations, Process SLA’s and Rewards/Penalty.

Instrumental in conducting the a ‘Repeat Call’ analysis and devising the Repeat reduction action plan – “Zero Defect Campaign” - Repeat Calls within 24 hours reduced by 25%.

Implemented Continues process Improvement projects in reference with Customer operations process center standards.

Managed Team size of 300 + which consisted, Asst Managers, Unit Managers and WFM analysts.

Built a team that effectively supports client programs, products and services.

Hiring, training, developing, motivating, coaching, evaluating and retaining qualified high skilled staff. Achievements:

Cost improvement initiatives of Electricity, telephone bills, IVR changes and other Admin facilities.

Implemented the ‘Break Shift Model’ to improve Productivity and Operational efficiency.

Optimized the best on client applications and made it much more user friendly.

Coordinated and ensured the knowledge base was regularly updated for complete and accurate information was provided to customers.

Chief coordinator for the process to interact with Business Excellence and Delivery Excellence team for process improvement plans and all six sigma projects.

Time and motion study was made to negotiate AHT targets for the process and closed a Green Belt project on AHT. Previous Positions:

Customer Support Asst Quality/Operations Manager, Dec/09 to Oct/11 Unit Manager, Dec/08 to Nov/09

Command center executive/Asst Unit Manager, Oct/04 to Nov/08 Customer Service Executive, Aug/03 to Sep/04

Achievements as AM:

Successful completed GB project on improving scores from 75% to 92% over a period of 6 months.

Successfully re-designed the entire Quality Docket in accordance with the clients.

Implemented ABCD category bucketisation in parallel to AHT and increased monitoring samples accordingly to increase the Quality scores.

Achievements as UM:

Was the chief contact for secure sentinel sales for the Bangalore team.

Successfully improved CSAT scores from 75% to 85% for the process.

Implemented the idea of Excel and Transport application to be in Sync, to avoid on any employee’s name being missed out.

Introduced quick fix workshops on Product refreshers, communication, voice and accent etc. Achievements as Command Center Executive:

Have successfully setup process to go live in co-ordination with IT team.

Ensured all the skill-sets were aligned in accordance with training for occupancy.

Managed 150-200 people under my supervision.

Rostering Forecasting and staffing were all in Sync basis call history, which enabled 95+% Service levels.

Single point of contact for clients, for all the issues and training updates. Achievements as CSE:

Was awarded “Best Collector” in Consumer Collections.

Received “Team Extra Miler” award for being a team player.

Received grade “5” in all appraisals.

Was the Highest collector on the floor, was selected to give tips on how to collect for the new batch’s hired.

Nominated as SME within 6 months of joining date.

Received monthly awards for highest cheques collected. Education and Training

Bachelor of Business Administration - BBA (SMU), Sikkim Manipal University - 2012, Bangalore, India

Diploma in Electronics and Telecommunication Engineering (D.E.C.E), Acharya Polytechnic - 2005, Bangalore, India

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, performance assessment, Inbound Call Centers: People Management and Developing Adaptable Managers. ATTRIBUTES

Great Business planning & forecasting skills

Diligent & Pragmatic approach towards work

An avid team player & extraordinary leadership skills

Excellent networking & interpersonal skills

PERSONAL INFORMATION

Date of Birth: 1st July, 1983.

Current Location: Bangalore, India.

Passport Number: F6002293.

Date of Issue: 10/01/2006.

Date of Expiry: 09/01/2016.

Place of Issue: Bangalore, India.

Countries Visited: Malaysia and Singapore.

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