Resume

Name - Aparna Kohli

Address - E – ***, Second Floor

Greater Kailash, Part – II

New Delhi - 110048

Mobile No : 981*******

Email : abyppo@r.postjobfree.com

Professional Profile

I am an enthusiastic and dedicated professional with extensive experience across all areas of

sales, operations and customer service. An exceptional leader who is able to develop and

motivate others to achieve targets. I am quick to grasp new ideas and concepts and to develop

innovative and creative solutions to problems even under significant pressure. I possess a strong

ability to perform effectively.

Objective

Looking forward to combining my experience and skills and leading positive changes to achieve

higher profitability in a challenging organization.

Career Summary

Working as Business Woman and Looking for Job in International BPO (US

Shift)

VR Experts – Team Leader Cum Process Trainer - (Apr’ 12 – Oct’ 12)

B2B Voice Process (Designing of Websites for Vacation Rentals) – Sales and

Support

Job Responsibilities

Handling a team of 10 - 15 associates in B2B Voice Process - Sales and Support

Accurate and timely reporting of day end reports

This is a key position that is involved in coordinating pre sales and after sales activities

between customers and support staff.

Workload scheduling and effective utilization of team members

Effective Training/ Coaching and Counseling provided to team members

Actively participate in client review calls and raise any process related issues and

concerns

Handling escalations & ensuring customer's queries are solved

Interface with HR/Training/IT/Quality

Monitor performance of team members and identify training needs

To initiate and do regular follow ups with the potential clients;

Ensures achievement of targets and adherence to Service Level Agreement (SLAs)

specified by the client

Coordinating with the Web Designer team and ensure timely delivery to the customers.

Ensures team' s attendance on the floor as per shift requirements and set sales target for

the team.

Ability to motivate and retain high performers

Keep track of leaves availed by team members and updates them with HR/ leave policy

whenever applicable

Conduct regular briefings for the team to discuss performance, organizational policies

and process updates

Provide Process Training to new hired employees whenever required

HCL Technologies BPO Services – Team Leader (Operations) - (May’ 06 – Mar’

12)

Process – 1st Party Collections - Voice

Job Responsibilities

Handling a team of 20 - 25 associates in 1st Party Collections Process – Voice

Work closely with US based Global operations personnel to establish and implement

effective process.

Function as the primary liaison between team members and the US based data quality

team.

Distribute workload amongst team members and monitor/report team progress.

Retain and motivate top talent by measuring performance of the team through

performance appraisals

Act as a resource and mentor pro viding implementation and technical guidance to team

members, to help facilitate best practices

Generating business for the company from the collections team, achieving the team

targets, handling team issues, implementing rules and regulation guidelines for team.

Manage and Motivate the team towards a common goal and controlling the attrition.

Ensures adherence to Service Level Agreement (SLAs) specified by the client

Attend calibration calls jointly with Quality and clients

Monitor & evaluate the performance of team in all areas, including positive recognition

and rewards

Client coordination when required

Ensures team attendance on the floor as per shift requirements.

Lead the team to set customer expectations correctly and manage the given targets to

meet those expectations.

Update statistical performance of the team for the previous day/week

Lead the team to deliver against predefined Performance Management Objectives

ensuring high quality results.

Liaison with Support functions (Administration, HR, Finance, IT, Security, etc)

Groom and Lead the team to act as coaches or mentors for new and less experienced team

members

Lead team to escalate any critical issues to the appropriate level at the appropriate time

and provide out-of-hours support when necessary.

Lead the team to take corrective action on any performance related issues and provide

recommendations on long term business improvements.

Work as a team with other leaders providing assistance and seeking support wherever

required

Conduct regular briefings for the team to discuss performance, organizational policies

and process updates

Addressing individual performance improvements and identifying training gaps or needs.

Share feedback with team members on timely basis received from Quality to improve the

performance.

Designing and implementing Mentee-Mentor Program to improve skill – collection as

well coaching.

Handling escalated calls (Outbound and Inbound) and giving significant inputs on

running the process smoothly.

Synapse Technologies – Team Leader cum Trainer - (Mar’ 04 – Mar’ 06)

Process – US Mortgage/ Sales and Lead Generation/Healthcare Insurance

Job Responsibilities

Handling a team of 15 - 18 associates in US Mortgage Blended Process/ Sales and Lead

Generation

Handled all queries and client feedback in a professional manner.

Assisted the manager in recruiting diligent professionals dedicated to high values of

service and performance

Recruit and Hire new employees in bulk, Conduct one on one sessions with the new

batches hired.

Train & retain the staff on product and process that meet client requirements.

To ensure high rated results by the team in the areas of communication, value creation,

quality and performance.

Excellent Interpersonal, Communication and Team Management Skills

Supervise the team. Set objectives on specialized call campaigns.

Maintained a cordial environment with other staffs and assisted them by resolving their

issues

Responsible for employee management with respect to attrition, productivity etc

Ensuring compliances to all processes as per SLA

Collation of data and reporting the same for improved service handling.

Ability to prepare MIS Reports for Parent Co. and mailing the same. Achieving the

targets.

Provide training to the new batches according to the process requirements.

Supporting management and staff to help and create their own successful and productive

team and become effective team leaders

Achievement/Projects

Handled a Project in Sri Lanka for Five months to set up a new Call Center named “WIZDOM

TECHNOLOGIES”.

Handled a Project in Ambala for Three months to set up a new Call Center named “OMITES”.

Educational Qualification

PG Diploma in Business Administration from All India Institute of Management Studies,

Chennai.

Graduation from Government College for Women, Jammu University.

10+2 from Government Higher Secondary School, Jammu.

10th from St. Mary’s Convent School, Jammu.

Core Competencies

Excellent Team handling skills, Problem Solving skills, Communication and Time-

management skills.

Positive Attitude and have ability to manage multiple tasks and motivate team

Understanding client requirements and sharp decision making for a better solution

delivery.

Thorough knowledge of Operations, Customer Service and a clear vision to accomplish

the company goals

Effective Team player with pleasant personality

Personal Information

Permanent Address: 20 B/C, Green Belt Park, Gandhi Nagar, Jammu (Tawi)-180004

Nationality: Indian

Date of Birth : 17th Dec’ 1969

Place of Birth: Jammu (India)

Gender: Female

Marital Status: Single

Blood Group: AB+

License No. : 13256 (Light Motor Vehicles)

Passport No. : H – 8954931 Valid up to 29th Mar’ 2020

Skills & Interests

Microsoft Office packages including MS Word, MS Excel

Interests include: Jewellery, Fabric Designing and Interacting with people

Languages

English - Fluent

Hindi - Native language

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