KAMAL PANDAY

Mobile # 999-***-****/965*******.

E-mail: ac35w3@r.postjobfree.com

Objective:

A challenging position in a professional organization with an opportunity to enhance existing skills, augment strength and commitment by innovative use of tools and processes in a warm and supportive environment in conjunction with the organization’s goals and objectives.

Professional Summary:

Having close to 9+ years of KPO experience with expertise in managing diverse client operations, Operations management, Client management,Resource planning & management, Cost reduction, Employee training & development

Smilepoint Dental Heathcare Pvt.Ltd.

Ops Manager-from February 22nd to August 23 2016’

Responsibility-

Responsible for New Hiring and Providing Training Manual to the New Agents.

Preparing, compiling & presenting various weekly/monthly MIS reports pertaining to various process & productivity.

Weekly calls with US counterpart.

Preparing, compiling & presenting various weekly/monthly MIS reports pertaining to various process & productivity.

Send Daily Reports to Clients on weekly and Monthly basis

Keeping the Track of Quality Audit of New and old resourcess

Working experience: PORTECK India LTS. Pvt. Ltd.

Sr.Team Leader – from March 2008 to Feb,2016 (Logistics Client, U.S.).

Porteck India Infoservices PVT. LTD.

Porteck is a Medical billing company related to health care and offers technology services from United States & India locations. Utilizing our hybrid delivery model, we are uniquely positioned to meet our customers' needs.

Porteck offers solutions to many challenges faced in today's competitive landscape through a combination of workflow process and technological expertise unsurpassed in the marketplace.

We offer technology solutions around portals, content and document management, single sign-on and integrating disparate and legacy systems.

Website: www.porteck.com

Job Profile:

•Client Management:

•Managing Client service operations (U.S) for rendering and achieving quality services

•Responsible for resolving Clients complaints on performance bottlenecks.

•Providing value added Client services by attending Client queries and issues and taking escalation calls.

•Employee Management.

•Regular feedback

•Training Need analysis

•Individual development plan

•Develop strategies for reducing attrition and improving employee satisfaction

•Succession Planning .

•Operations Management.

•Responsible for monthly one –o-one,Yearly appraisals, Weekly calls with US counterpart.

•Preparing, compiling & presenting various weekly/monthly MIS reports pertaining to various process & productivity.

• Responsible for a team of 32 peoples.

•Key Responsibilities.

•Handling the smooth functioning of the process. Keeping a track of the Level 1 and 2 employees that whether they are meeting the daily targets or not.

•Responsible for all the Client Calls that includes handling Patient's queries and complaints to ensure Patient's satisfaction & proper escalation of unresolved complaints. Providing timely updates to the Clients regarding the current status of the Process.

•Analyzing projection of the work flow and targets to be achieved. Keeping up the team motivated so that the teams keep meeting their targets

•Responsible for compiling data received from Clients. Planning and allocating the claims to the available resources. Internal quality audit of the employees and sharing feedback with them

•Responding all the emails to clients which we need Escalation from their end related to Patient’s quires.

•Send Daily Reports to Clients on weekly and Monthly basis

•Responsible for compiling data received from Client’s .Planning & allocating the claims to the available resources. Internal quality audit of the employees and sharing feedback with them.

•Sr. Executive – Cogent digital Pvt.Ltd- April 2007 – Jan 2008 (Pharmacy Sales process U.S. Client).

Customer care Executive –Virtual Solution Pvt Ltd- May 2006-March 2007(Lead Generation, US. Client).

Computer skills:

Good Working Knowledge of MS Office, MS Excel, MS Word, Citrix Client Application & Internet.

Educational Qualificatin:

10th –From CBSE Board .Roll No--518712.

12th-From CBSE Board.(Roll No--S001/J04/2619

B.A(PGDA)(National Institute of Management) .Roll No-NMEPDLH757311.

Personal Details:

Location : E-229,Ground Floor Sector 15, Noida- 201301

Marital Status : Single.

Hobbies : Internet Surfing, Traveling, Listening Music.

Present Address : E-93 01st Floor Sector 15 Noida 201301.

Passport : H9343704 (Valid till 2020, Issued from Dehradun (U.K)