Customer Service Management

[pic] C/* - Nirmal Kumar Das

At - Janardanpur, Po - Baripada

Word No - 15, Dist - Mayurbhanj, Orissa. Pin: 757001

Mobile - 91-974*******, E Mail -***************@*****.***

PROFILE:

* Results-oriented, data driven, self motivated, dependable

professional, experienced in General Operations Management.

Experienced in supervising and motivating staff to achieve business

targets within assigned service level agreements. Works well as part

of team as well as independently. Adaptive to changes and open to new

learning. Extremely quick learner, Committed to excellence through

innovation; played key role in organizational development process.

PROFESSIONAL EXPERIENCE: (7.2 years of experience in Operations

management/Customer service/People management/Training in Product &

Process.).

Trainer (Product & Process) - 16th Sept'12 to 5th March'13.

International School of Management Studies - Pune.

Team Leader Operations (15th April'10 12th Sept'2012)

Tech Mahindra Telecom & IT Services PVT.Ltd: Worked for our client RTL

(Reliance Telecom Limited) - Orissa, Kolkata & ROB Process.

Ops-LEAD (25th Nov'08 to 15th April'10)

IBM DAKSH Business process private limited, Salt Lake, Kolkata.

* Reporting to the Assistant Manager, Operations. Joined on 3rd April'06

as a Customer Service Executive. Promoted as a Senior Ex on the basis

of my annual performances. On 25th Nov'08 promoted to Team Lead,

Operations. IBM Daksh is an Outsourcing partner for BHARTI AIRTEL

providing 24*7 customer care service to its customers. I am a part of

its operations for ORISSA Circle.

JOB Responsibilities:

Operations-

* Handling of Team sized 35-40 customer care specialists.

* Attending client reviews

* Ops planning & manpower planning

* Conducting TL reviews

* Preparing payrolls

* Set/agree to goals and objectives for each team member by means of MGS

(Monthly Goal Sheet) as per client agreement.

* Regular checks and updates in form of dashboards on SCS Key

Performance Indexes viz. AHT,Call Registration Percentage, Attendance,

Schedule Adherence, Job knowledge Tests, FCR/FTR, C-SAT score,

Productive Login hours and Break Hours.

* Conducting monthly 1-O-1 & Team Meetings with the executives.

* Coordinating with WFM for Efficient Manpower Rostering in various

shifts as per the call forecast and Off, Shift and Leave Preferences.

* Close looping with Quality and HR Team for all FMS (Call

Disconnection/No Response) Cases.

* Managing team's schedule adherence to ensure optimum availability &

meet the call targets.

* Ensuring individuals meet their targets, using agent/ group statistics

and conducting 1-O-1 with the respective agents to evaluate the

expected versus actual performance.

* Developing and maintaining an understanding of Service Level Agreement

on ongoing issues.

* Monitoring and auditing calls on an ongoing basis to keep a check on

quality performance.

* Dealing with disciplinary matters and report to senior management and

HR.

* Managing assigned projects and provide sufficient time to achieve

goals within deadlines.

* Developing and maintaining process/technical/communication skills.

* Maintain expert knowledge of process flow.

* Monitoring effectiveness of vendor support and escalate issues as

necessary.

* Give presentations to assist in promotional and performance

enhancement opportunities.

* Target strong internal controls and quality measures and monitor them

on an ongoing basis.Manage Critical processes like BQ-MQ-TQ

Management, Change management, Conflict Management, Attrition

management, Absenteeism management, Incident management & reporting.

* Arranging team building ER activities and team outings on periodic

basis.

* Approving exceptional, out of box requests on ad-hoc basis .Taking

escalated calls on requirement.

* Co-auditing disputed calls by agents on FE and red-alert situations.

* Reporting to AM and escalating disciplinary issues to senior

management team.

* Has successfully handled the team / LOB in absence of Managers.

* Identifying training needs by TNA (Training Need Analysis) Report

generated and arranging Process Refresher and Soft Skill Enhancement

training.

* Performing random Call Audits (Recorded calls as well side by side)

for checks on Quality service.

* Publishing Process, TL and Team Performance Dashboards.

* Keeping regular follow up with clients for product updates &

successfully brief it to the floor

* Engaged in developing the skills of others and assist in identifying

appropriate training needs of staff.

* Grooming up of NHT ( New Hire Trainees )'s, providing product &

process training in co_ordination with the quality team

* Trained several training batches as per operational requirements /

conducting weekly/monthly product test for associates on a regular

basis.

* Participated in several recruiting drives for necessary manpower

requirement.

* Ensuring timely initiation and proper compliance of statutory

requirements

under various labour laws

* Recruiting of workmen as per the selection procedure specified [such

as site

requirement as confirmed by MANAGEMENT, background clearance, skills

test & confirmation]

* Ensuring disbursement of statutory minimum wages, and review of skill

grades

and wage rates if warranted

* Obtaining/generating and maintaining the requisite statutory records

relating to

attendance, overtime and earnings of all workmen at the site

* Implementing all rules, procedures, directives etc. applicable under

various

statutes including those prescribed by the Management.

* Conducting employee reviews, preparing payrolls

* Closelooping with all disciplinary matters in co-ordination with the

Ops,training & quality team to take necessary suitable actions as per

the company policies.

ACHIEVEMENTS:

* Part of the team which did successful projects on AHT Reduction and C-

SAT Score improvement.

* Awarded the Certification of Recognition as a participant in the

DELIVERY EXCELLENCE Project (Delivery Excellence team in collaboration

with McKinsey conducts projects in BPOs worldwide to increase

productivity) held between Nov'08 to April'09 in IBM DAKSH.

* Received the Award for Most Improved Team during the DELIVERY

EXCELLENCE Project with the support of my senior Team Lead & Assistant

Manager in IBM DAKSH.

* On Aug'09 received the Prestigious Long Association Award from the DGM, Operations, IBM Daksh, Kolkata

* Awarded the GEM (Going the extra mile) award for the quarter 4, 2009 -

IBM DAKSH.

* Completed several training programmes like BQT (Basic Quality

Training), BE (Business Etiquettes), (Team Management), Curbing

attrition, ISO Awareness, Advance Excel, Customer centricity & TLDP

etc.

* Cookies (Display of enthusiasm & proactive spirit which made a

remarkable difference to the team) - May'10 & Jan'11.

* PAT ON THE BACK (Demonstration of excellence for the project) -

Aug'10, Dec'10 & May'11.

* Awarded the "BEST MANAGER "award for excellence in operational

developments in Oct'11 for the Quarter July'11-Sep'11.

EDUCATIONAL QUALIFICATION:

* MBA (Operational management) from Sikkim Manipal University in the

year 2011.

* Passed the Bachelor of Science (B.sc) with Hons (Botany) securing 1st

Division in the Year 2002 from F.M.Autonomous College, Orissa.

* Passed the (10+2) Examination from Council of Higher Secondary

Education, Orissa securing 1st Division in the Year 1999.

* Passed the High School Certificate Examinations under Board of

Secondary Education, Orissa securing 1st Division in the Year 1997.

PERSONAL MEMORANDA:

* Father's Name Late

Mr.Nirmal Kumar Das

* Date Of Birth 13th

July'1982

* Marital Status

Married

* Sex

Male

* Nationality

INDIAN

* Languages Known English,

Hindi, Oriya.

* PERMANENT ADDRESS At/Po:Baripada,State - Orissa

* PASSPORT STATUS Available

* Current CTC 240,000

Lakhs/annum.

* EXPECTED CTC

(Negotiable).

* NOTICE Period To Join Immediate.

Declaration:

I do hereby declare that all the above information provided by me is

correct & true to the best of my knowledge & belief.

Location: Jamshedpur

Regards

Date:

Brahma Sankar Das.

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