Manager Customer Service

ATUL KHANNA

E-mail: ******.******@*****.***

Objective

To be associated with an organization that gives scope to utilize skill sets effectively and thereby contributing to growth, both professionally and personally adding value to the organization.

Experience

August 2004 to November 2010

Exlservice.com (I) Pvt Ltd New Delhi- NCR, India

Designations during tenure:

Lead Asst Manager – November 1, 2008 to November 12, 2010

Asst Manager – January 1, 2007 to October 31, 2008

CCE – August 2, 2004 to December 31, 2006

Job responsibilities:

Lead Assistant Manager (Transitions) –

Project Planning (outlining activities/estimating timelines/obtaining buy-in from customer) Process Understanding (Detailed understanding of “As Is” and “To Be” workflows), Quality (Performance Measures, Validate Baselined / Baselining Procedures, MIS requirements including dashboards, etc.)

Understand Customer expectations, define process boundaries, and understand linkages of process with upstream/downstream processes

Service delivery parameters (including baselines, costs, timings, billing, FTE’s, Performance Measures, etc.), Assist in the change process at customer end

Exploring the additional business opportunities for outsourcing solutions

Lead Assistant Manager (Operations) -

Effective relationship management, acting as a point of escalation, reviewing performance, checking client satisfaction and extending the relationship accordingly

Managing new business problems and providing a customized business solution for the resolution of problems

Ensuring high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations

Meet key metrics of Productivity, Quality and TAT as per client’s expectations

Strategic planning to position the teams in pilot/stabilization/production phases

Process improvements- overseeing the efforts of automation of quality check procedure, process reengineering, preparation of Desktop procedures

Using collaborative & conflict resolution skills for resolving issues within the team & ensuring that productivity goals were met

Developing and maintaining Statement of work, Standard Operating Procedures for the process, MIS, Process Management Document, Dash Boards (operations) for review meetings and process improvements

Goal Setting, Confirmation/ Half Yearly / Annual Appraisals

Audit and collate pay for performance data for all lines of business

Assistant Manager (Business Analyst) -

Audit & identify the opportunity areas in operations and provide improvement solutions

Prepare monthly reports for EXL Management and invoices for various processes

Ensuring compliance on contractual obligations for various lines of business

November 2002 to October 2003

Delhi Call Center (P) Ltd New Delhi- NCR, India

Sales Manager

Job responsibilities:

Regular review with client of process performance and identification of process development strategies

Prepare weekly business plan for the process and design the incentive structure for team members

July 2001 to October 2002

Minerva Telelinks Pvt. Ltd. New Delhi- NCR, India

Team Leader

Job responsibilities:

Manage a team of 15-20 associates (voice process-sales) while handling escalations and overall floor management

Generate daily and monthly process reports, and Agents Reports including quality parameters

In-House training programs undergone at EXL

FTLO (First time leadership orientation)

ASSET training - Basic Six sigma.

Customer Service Skills Training

Fundamentals of Insurance Training (Certified by AICPCU)

Business Communication training

Career Highlights

Service Delivery manager for first domestic process at EXL

Transitioned the ramp up in 2 insurance processes as Migrations lead and at the same time managed the processes as Operations lead

Team member for Strategic Planning Sessions for U.S. Insurance Client

Transitioned 4 insurance processes for an U.S. Insurance client from Operations perspective

Team member for a black belt project on improving accuracy & productivity (Agency Billing)

SPOC for ISG (Information Security Group) and BCP (Business Continuity planning)

Awarded performer of quarter as Lead Assistant Manager twice

Education

B. Com. (H) from Delhi University

(10+2): Year 1995-96 from Mira Model School, Janakpuri, New Delhi

Technical Skills

• Proficient in working on MS-Office, Power point, Excel, Outlook.

• CIC (Certificate in Computing) from IGNOU

• Software diploma course from NIIT

Personal Information

Tel: 919-***-****

Address: 1101 Bullfinch Lane, Apex, NC - 27523

Reference

Dennis Thomas – VP Client Relationship 860-***-****

Karen Andrade – Sr. Sourcing Officer 508-***-****

Sandeep Verma – VP Operations +91-981*******

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