Rahul Ranjan Ishwar

E mail: acsnqp@r.postjobfree.com

Mobile : +918*********)

Objective

To obtain a challenging position, which should effectively utilize acquired expertise, creative talents and commitment to excellence, where demonstrated skills and robust passion for innovation are benchmarks of expanding individual’s competence & escalating effectiveness.

Professional Synopsis

Currently working in Shiv Nadar University. as Associate Manager (Business support)

Have grown from Voice Process Executive to Manage Team.

Have driven innumerable performance management systems, appraisals & recognitions.

Have been honored with “Value Champion Award” (2013) NIIT for highest number of recognitions earned.

Professional Experience

Shiv Nadar University

Associate Manager (December’14-till Date)

Responsibilities as Assistant Manager (Business Support)

Create Data System design for application/ registration of Company and students.

ER Diagrams for CDC Process.

Monitoring and Administration for all Placement related database.

Lead Generation and Conversion adherence

Placement Event Coordination and Process Analysis.

CDC Process Reports / Analysis.

Capacity planning and user management.

Keeping track of requests logged by Sales and Business team.

NIIT Ltd.

Team Manager (April’12-December’14)

Responsibilities as Team Manager:

Handling Inbound Calls

Ensuring Inbound calls get priority over the other category of calls.

Inbound abandoned rate to be maintained below 5% and Occupancy 83%

Ensuring all calls to be followed up get dialed on the date and time fixed.

Follow-up with all appointment scheduled cases to ensure attendee to walk-in.

Handling Outbound Calls

Assign CC for Web Leads of regions.

Ensuring all leads landing on the Campaign website reaches the CC Dialer.

All leads to be followed up till the enquiry stage.

No Contact should be attempted to call at different intervals to ensure maximum connects with leads.

Team Monitoring/ Reviews

To monitor the daily productivity of Team members.

Daily Huddle/ One on One review to set the targets and achievements.

Previous day productivity to be shared with the Team members on a Daily basis.

Conversion on leads to be tracked team member wise and improvement plans to be made.

Repeat defaulters to be put on Corrective Action Plan to help improve their performance.

Report reviews and SLA tracking.

Reporting:

BU/Agent Performance Reports

Trending Reports

Creating and maintaining operations report

Preparing reports requested by the Marketing/ HO Teams

Sr. Executive Sales (Sep’10 – Apr’12)

Inbound Report -To be sent to Regional Teams

CC Dashboard – Sent to HO/Geo Heads/Mktg team

IB Abandoned Report.

Special Campaign Report.

System report on batch monitoring and capacity.

Implementation and migration planning for tools and software.

Dialer Monitoring

To regularly monitor the functioning of the Dialer application.

Monitor Campaign wise list

Real-time Agent monitoring.

Agent (April’08 – Aug’10)

Answer to In Bound and Outbound Calls

Log tickets for application related issues and follow-up till closure.

Need identification of each lead and profile mapping for correct product pitch.

To be able to close a counseling as an appointment.

Follow up on the appointments to maximize walk-ins.

Follow up on amber cases to make them give appt/ walk in.

Ensuring Call adherence /process adherence as per quality norms.

Attending and updating self on all new products and campaigns by attending all trainings.

Using the correct voice skills of modulation, listening and communication to enhance presentation in the call.

Display Time flexibility towards shifts as per work floor requirements

Scholastics

Academic Qualification

Successfully passed M.sc- IT from PTU (Gurgaon) 2013.

Successfully passed B.A from Gvt. Mohindra College, Panjabi University Patiala 2007.

Successfully passed 12th (Arts) from K.V School, Patiala, Punjab in 2004.

Successfully passed 10th CBSE from K.V School, Mathura, U.P in the academic year 2002.

Other Details

Father’s Name : R.P Ishwar

Date of Birth : 7th May,1986

Marital Status : Married

Nationality : Indian

Language Proficiency : Hindi, English

Computer Proficiency : Advance MS-Office, Basic SQL, Network Basics

Operating System : Linux and Windows

Place:

Date: (Rahul Ishwar)

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