ac2l8p@r.postjobfree.com +91-999*******

Profile Summary

An astute professional with 20+ years of experience in CRM, Contact / Delivery Centre, BPO Operations (Inbound & Outbound on Voice and Non-Voice platforms), Customer Service, Back Office Integration, Shared Services, Commercial & Global IT Finance Operations.

Strong skills in team building, communication and presentation, as well as inter-department and executive client relations and account management.

Driving business and process optimization through A3 (Any Thing, Any Time, Any Where) Concept, Operational excellence practices and RPA

Resourceful at developing procedures, service standards, operational policies and operating guidelines with a continuous improvement approach.

Lead, Roll Out and implementation of Business and Tech Projects

Shared Service Experience leading migration and service delivery operations for BPO Engagements

Overall P&L management, budgeting and forecasting of the shared services for the contact centres

Managed Process re-engineering and overall restructuring of delivery centre

Responsible for enriching customer experience in a cost-effective manner ensuring incremental business- customer acquisition and customer retention

Enhancing inter-departmental capabilities by enforcing organized work-flow using CRM with an integrated approach on the processes.

Responsible for Customer Relationship Management - Analyzing the customer response, handling customer escalation & timely resolution within defined TAT

Proficient in Training and Development of Floor Managers, TLs t to ensure exceptional customer experience and maximize Revenue

Adroit at planning and implementing quality parameters for service areas in line with the standard and international guidelines

Track record of consistently achieving the projected targets, building dynamic teams, identifying high-yielding services and products during the career span

Proficiency in developing and implementing key strategies for Forecast, budgets & timelines

Good administrative/ interpersonal skills with the ability to work in a multi-cultural environment comprising of different nationalities and cultures

Soft Skills

Projects

CRM Online Dynamics Implementation - PM 2015 – 2016

Recycling Project (Reverse Supply Chain) 2013

IDC Intelligent Data Centre 2012

High End Verification Process 2012

New BPO Set-ups – PAN India 2011 – 2013

Centralization of Voice Set up 2011

Comprehensive SOP on Subscription 2011

Barcoded Discounted Coupons System 2010

Operations Management

Process Management & Enhancement

Resource Planning & Optimization

Social Media Marketing & Delivery

Project Management & Execution

Customer Relationship Management

Customer Acquisition & Satisfaction

Market Research & Strategy

Tele Sales & Marketing

Trainings and Developments

Vendor Management

Data Analytics

Forecasting & Analysis

Reporting & Documentation

Area of Excellence

Experience Chronology

Since January 2010 with HT Media Limited as AGM – BPO Operations & CRM and Media Marketing

Executing Social Media Campaigns on SEO, Google Adwords for revenue generation from advertisements and enabling service delivery channels on digital mode to targeted customer base.

Responsible for strategy deployment in Sales and Marketing facilitating Customer Acquisition, Client Retention, Service Delivery on Voice & Non-Voice platforms.

Accountable for Cost Effective operations to increase the Customer based Contribution.

Responsible for complete Contact Centre Operations (Voice & Non-Voice) for Ad Sales, Subscription, Digital Sales.

Deploy Process strategies in Inbound and Outbound platforms with SLAs, KPIs and CSAs to maximize lead conversion rate, reduce call waiting and abandonment.

Managing Team of Program Manager, Site Managers & Team Leads to achieve operations excellence.

Responsible for Planning & Execution of Training & Developments to achieve Process Efficiency

Responsible for Customer Relationship Management i.e. Analyzing the customer response, handling customer escalation & timely resolution.

Managed Shared Services, Client Accounting, Data Management, Business Analytics & Reporting on operations to internal and external customers

Responsible to initiate continuous improvement areas by innovating the procedures as per technological and organizational changes to achieve maturity in process, increase service standards.

Managing and leading the project team, project staff and co-ordination with business users.

Providing regular status report to HT Leadership, notify risk, Plan UAT and Trainings for smoother implementation of projects like CRM, Reverse Supply Chain, IDC, BPO expansion etc.

Delivered CRM Project with the baseline cost plan with high quality standards.

Proactively manage foreseen project risk, mitigation activities as necessary.

Responsible for preparing, Analyzing & reporting periodic Dashboards/MIS to Management on Operations, Profitability and Customer Service Standards.

From March 1997 till December 2009 with Whirlpool Corporation as Manager – GIS Asia Finance

Responsible for Forecasting of IT Expenses for All Whirlpool Entities in Asia Region

Responsible for Planning & Actualization of actuals verses budgets for all Entities

Managing Forecasting, Actualization and Controlling of Global Tech Shared Center Expense & Capex

Variance and Trend Analysis - Monthly /Quarterly /Half Yearly/Yearly for each Legal Entity of all countries

in Asia with comparative analysis against respective budget Forecast

Managing Forecast, Analysis & Capitalization of Projects related to IT & Reporting the same.

Responsible for Inter-Company Transaction Management i.e. Cross Charges -Debit Notes, Account Reconciliation & Balance Confirmations, Foreign Remittances

Managing the Account Payables related to Inside & Outside Stakeholders

Co-ordination with Commercial Banks for the daily fund position

Responsible for Asset Management – Procurement, Capitalization, Depreciation, Retirement and periodic analysis of Asset Balances

Managing Statutory, Financial, Tax & US GAAP Audits and Ensured Preparation of All Audit Schedules

Responsible for Reconciliation of Accounts related to Vendors, Employees, Trade Partner, Inter-Company etc.

Responsible for Credit Control related to Trade Partners, Customers etc.

Education

B.Com from Zakir Hussain College, Delhi University, Delhi – 1994

PG Diploma in Software Technology & System Management from Uptron ACL

'O' Level Certification in Software Technology & System Management from DOEACC

Attended Trainings on: Cloud CRM, SAP FICO Business User, FPS & Team Building

Awards & Recognitions

Appreciation Award from HT Media Limited for Outstanding Performance

Appreciation Award from HT Media Limited for Process Excellence

Appreciation Award from HT Media Limited for Top Performer

Appreciation Award from Whirlpool Corporation for WOW Employee of the Quarter

Appreciation Award from Whirlpool Corporation for Best Performer – Automation of GIS Financial

Personal Details

Contact Address : House No. 703, 2nd Floor, Shakti Khand – III, Indirapuram

Date of Birth : December 7, 1974

Languages Known : English & Hindi

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