Amit Bose Mobile: 989-***-**** Email: acsz1m@r.postjobfree.com

Assignments in Process Management / Quality Management / People Management with an organization of repute in BPO / Service Industry/ Service Delivery/ Process Excellence

Professional Synopsis

A result oriented professional exposure with about 7years’ of experience in the areas of Operations Management, Process Management, Client Servicing, Team Management, Training & Development and Quality Management in service industry.

Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

Resourceful at maintaining relationship with clients/vendors to achieve quality product and service norms by resolving their service related critical issues.

A thorough professional exposure with a proactive attitude and proven track record in imparting training to Operations & Call Centre team by using learning theories & instructional strategies.

Possess excellent interpersonal, communication and organizational skills with proven abilities in training & development, customer relationship management and planning.

Academic Credentials

Bachelors of Political Science (HONS) from Delhi University.

Key Result Areas

Call Audits - Audit calls taken by the agents (Voice/Non Voice Executives)

Refunds and Chargeback’s Analysis- How to reduce the refunds and chargeback’s at organization level.

providing the constructive and effective feedback to the agents to remove their Top Defects-Analyze calls taken by the agents on daily basis.

Unresolved Case Analysis – Analyze cases created by the agents on daily basis.

Attribution Case Analysis- Analyze cases which being attributed unnecessary.

Refund Error Analysis - Payment Gateway Problems.

C-Sat Analysis – Analyze comments of the dissatisfied customers

VOC Analysis- Reason for Customers Attrition/Churn.

Escalated Case Analysis – Analyses cases created by Voice/Non Voice Executives which were escalated to the Higher Management.

100% feedback delivery to the respective agents and share the feedback summary with the respective Team Leaders and Managers

Present the teams data with action plans and improvements

Deliver and follow-up on Development Action Plans

Conduct Sessions and Triages

Continual enhancement of agent performance

Sample and evaluate contact transactions

Report results of evaluations to Quality/Operations

Coach Customer Service Executives on the evaluations done

Run analysis on contact evaluations and highlight trends

Coach Agents based on evaluation trends to improve their Retention/Call Capabilities

Use trends to identify training needs and developing action plans

Help Representatives executive to understand appropriate Rebuttals approach

Participate in calibration sessions with Quality/Operations

Maintain current understanding of program strategies

Support management focus on review of key drivers, metrics and operational processes that drive KPI results

Demonstrate commitment to program internal customer satisfaction

Process Management

Contributing to decisions regarding refunds and process requirements and deliverable situations.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Training & Development

Transition batch take over after they are released from training

Evaluating effectiveness of training & development programs; formulating or reviewing training Strategy and determining appropriate instructional methodologies and formats.

Floor support for CS Voice, CS Non Voice and New Joiners (Customer Service)

Quality Compliance / Business Process Improvement

setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.

Actively involved in creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.

Complaint Analysis. Short Call Analysis on weekly basis.

Finding Root Cause of the lacking areas and addressing the same with solutions

Data presentation in the weekly flash meetings

Develop ‘Performance Improvement Programs’ for the bottom performers.

Supporting KB team to develop the knowledge base articles

Involved as a Performance Specialist in the pilot project of ‘Resolution Confirmation Process

Client Servicing

Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.

Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements, achieving higher customer satisfaction matrices.

Team Management

Leading, training and monitoring performance of the team members for maintaining excellence in operations.

Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organizational goals.

Career Highlights

IYogi Technical Services Ltd Performance Specialist (Quality) Since Feb’11 till Now

leading a team of 20 members for managing operations involved in online/chat and voice based services entailing:

● Process Management for IYogi Technical support Services.

● Directly responsible for the Refund and Retention for Customer Service Voice/ Non-Voice Executives.

● Training and Preparing rebuttals for Retention.

● Training and Preparing triage manuals.

● Rectifying Errors which may result negative publicity.

● Quality management and ensuring adherence to SLA’s.

● Managing Team.

● addressing team issues

● Training & monitoring of new joiners of the daily operations

● Managing Quality and Compliance of the production floor

Projects:

1. AHT Improvement

2. Optimum Performance Index (OPI):

3. Chargeback on Retention:

4. CSAT Improvement:

IYogi Technical Services Ltd. Customer Service Executive Nov’09–Feb’2011

Part of a 15 member team for managing operations involved in online and voice based services entailing:

● IYogi was established as an independent company; IYogi Technical Services Ltd (To support home users of IYogi and ‘Computer Active’ customers).

● Assisting peers and management in routine tasks and special projects (OPI).

● Addressing Refunds, Chargeback, Billing and Normal day to day complaints based related requirements.

Bharti Airtel Telemedia Services Technical Support Executive, Broadband Department, Noida,

Technical Support Associate July’07 – Oct’09

Involved in Semi Tech Inbound Calls entailing:

● Billing calls- Complaints, escalation and day to day queries.

● Technical troubleshooting for ISP, Mail client, Router etc problems.

● Configuration of WIFI Routers and servers.

● Router Support: - Similarly providing support to routers for all Commercial users. Having knowledge of the installation, Unistalltion of the Wired or the Wireless Routers alone or with the modems. Including the configuration of the static IP, Port Forwarding in the routers also.

Personal Profile

Date of Birth : June 11 1987

Address : R-74 D, Khirki Extension near Sai Mandir, Malviya Nagar, New Delhi 110017

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