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Manager Customer Service

Thane, Maharashtra, India
May 10, 2019

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Manish Oke Mobile: 093********/099******** ~ E-Mail:

Seeking assignments in Operations Management / Vendor Management/ Insurance with a growth oriented organisation.


Electronics & Telecomm engineer with DBM (Diploma in Business Management) having over 16 years of versatile experience in Operations Management, Process Management, Project Management, Team Management & Vendor Management.

Was associated with Brightstar Telecommunications India Ltd as Senior Manager (Flex & Halo).

Was associated with Apps Daily Pvt Ltd as Asst. General Manager.

Was associated with Firstsource solutions Pvt Ltd as Operations Manager.

Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.

Ability in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.

Adept at providing value added customer service and client relationships, ensuring quality and service norms by mentoring / guiding the team members with excellent training.

Excellent interpersonal, communication and organizational skills with proven abilities in team management and project management.

Core Competencies

Operations Management: Framing work direction and plan for the associates after thorough assessment of their capabilities. Discussing production numbers, strategies and customer issues logged with the client in the weekly conference call and issue action items around them. Setting up targets, SOP & SLA and involved in planning for the process.

Process Management: Monitoring the SLA’s, KPI’s for the process. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines. Suggesting alternatives to improve & enhance the services standards and reviewing the systems to further improve quality.

Project Management: Identifying improvement areas based on client feedbacks & implementing effective measures to maximize customer satisfaction. Ensuring continuous interaction with the client & customer to make sure that area of concern can be worked upon for improved service delivery. Managing uniformity in the process understanding at the client’s and the organization’s end.

Team Management & Training: Identifying potential areas and allocating work among the team members through regular assessments. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Conducting training to new team members and mentoring subordinates by involving them in decision making processes.


Feb’18 to July’18: Brightstar Telecommunications India Ltd. as Senior Manager (Flex & Halo)

Key Deliverables

Identifying new commercial opportunities and open new customer segments & markets.

Partnering with different teams like Sales, Finance, Compliance, Admin & IT to execute programs/campaigns & initiatives.

Articulating, following up and reporting back on workstreams & actions from key internal/external engagements.

Owning and driving the business operations & contributing to the technical aspect till execution of program/campaign.

Well versed with the product development life cycle and responsible for product planning and execution throughout the product lifecycle.

Developing the product plan & gathering and prioritizing the product requirements.

Managing, tracking & reporting product performance throughout the lifecycle considering the product strategy, product planning & issue prioritization.

Working with business partners to identify target accounts and to achieve specific goals for closing new business.

Projects Handled

Samsung S9 & S9+:

Was instrumental in the Samsung product launch of S9 & S9+ on Airtel platform from the operations side.

Collaborated with the Airtel product & IT team, Brightstar IT team, Warehousing partner Emiza & Delivery partner Vulcan for the testing and dry run of the product in UAT environment before the actual product launch.

Owned managing, tracking & reporting the product performance & contributed to the technical aspects till successful execution of the Samsung launch.

Brightstar Halo:

Brightstar to launch the Device protection & extended warranty services in collaboration with One Assist

Developed the Halo product plan by gathering and prioritizing the product requirements.

Was instrumental in setting up the distributor and retailer network in North Zone by partnering with the internal sales, Finance, compliance & IT team.

Collaborated with the One Assist team for the Halo product & Portal training of all the Distributors & retailers in North Zone.

Proposed the phase wise launch plan for Halo in North Zone encompassing the Objective, Operational & Visibility aspects & Market WOD.

Jul’13 to May’17: Apps Daily Pvt. Ltd as Asst. General Manager

Key Deliverables

Claims Management:

Working as a Project /Vendor manager for operations at UB Associates Banglore responsible for verification of all hard copy documents received from customers for Insurance claims.

To lead claim processing unit with 80+ team members at Banglore location & drive on-time, accurate and quality service delivery within agreed upon KPI, SLAs for customers in regard to their Insurance claims.

Capacity and Resource Planning as per business needs, number of claims received and productivity at UB associates Banglore.

Ensuring continuous interaction with the client (New India Assurance) to make sure that area of concern regarding the Insurance Claims can be worked upon for customer satisfaction & making changes or amendments to the existing process accordingly.


Significant reduction in claim processing & settlement TAT

Successfully processed & settled over 10,000 claims/month

Insurer management:

Liaise with insurance company for policy management

Publish monthly sales declaration and finalization of accrued premium

Co-ordinate for claim settlement

Maintain relationship with all stakeholders within insurance company

Call Centre Management:

Leading the Call Centre Operations, this includes Mobile applications and Mobile Insurance of 100+ team members.

Review team structures, span of control and resource / shift plans.

Analysing & presenting various weekly/monthly MIS reports pertaining to process, productivity & profitability to senior Management.

To initiate and implement projects to add value to business and generate revenue.

Leading, mentoring & monitoring the performance of the programs to ensure efficiency in process operations and meeting of individual & group targets.

Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.

Involved in Preparation and Setting up of KPI’s & SOP for Operations management as well as Quality Management.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Implementing process excellence tools like RCA, fishbone etc. to improve processes.

Utilising feedback/ information received from the customer to improve & update the process.

Reviewing Account’s performance against metrics (like Service Levels, NSS (Net Satisfaction Scores), Quality Scores, etc).

Reporting of Metrics to top management and analyzing the data to find the root cause analysis.

Own rewards and recognition schemes for the assigned processes / teams.

The Growth Path

Jul’13 – Oct‘16 Sr. Manager Operations

Oct’16 Asst. General Manager

May’12 to Mar’13: Firstsource Solutions Pvt. Ltd as Manager Operations

Key Deliverables

Leading the West Zone for Airtel Platinum Process with an account size of 100 FTE.

Review FTE requirements, team structures, span of control and resource / shift plans.

Generating & presenting various weekly/monthly MIS reports pertaining to process, productivity & profitability to senior Management as well as clients.

Monitoring the overall functioning of processes, working on gap analysis and implementing adequate measures to maximize customer satisfaction level.

Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

Reviewing Account’s performance against contractual metrics (like Service Levels, NSS (Net Satisfaction Scores), Quality Scores, etc).

Own rewards and recognition schemes for the assigned processes / teams.

Conduct skip level meetings with team members, identify specific training requirements and resolve escalated disputes and conflicts.

Conducting weekly meeting between Operations, Quality, WFM & Training Teams to analyze the performance of programs and develop resource & contingencies plans.

Creating a supportive work environment driven by people centric values and encouraging the team members to deliver excellent customer service to both internal and external customers.

Sep’02 to Apr’12: Reliance BPO, as Deputy Manager Operations

Key Deliverables:

As Deputy Manager Operations

Handling the Net Connect Back Office Team which includes HSD/1X, GPRS, 3G, Web Chat and Flash Portal Team.

Previously handled 2 departments, one which caters to Mumbai and Maharashtra customers and other which caters to Pan India Retailers.

Nodal Escalation Desk:

Spear headed the planning, creation & Implementation of the desk which caters to complaints and inquiries for all the services that are offered by Reliance BPO.

Played a stellar role in analyzing & improving the desk performance which initiated the expansion and

Ramp up of the desk to pan India.

Star Retailer Help Desk:

This Desk caters to the calls of top 10 % VIP retailers who are contributing the maximum business in their segment to the company

As Assistant Manager Operations

Leading Maharashtra Circle operations (*333) with a team of 300 associates and 15 Team leads.

Leading in-bound operations to achieve the set service agreements & customer standards

Reviewing monthly & weekly business reports with clients & management to monitor performance & training needs of the program

Conducting weekly meeting with Operations, Quality & Training Teams to analyze the performance of programs and develop resource & contingencies plans

Resolving employee performance concerns & challenges and control team’s performance through observation, dashboards, documentation review and statistical analysis

Designing continuous improvement framework to achieve high level of productivity and quality by optimum utilization of systems and processes

Delivering presentations with Senior Management Team during monthly business management review

Other assignments:

Asset coordinator for the Zone, ensuring minimum damage to the assets used on floor.

Member of Cultural and Sports Core committee called JNJ.

PMS coordinator of Zone, handling the monthly scorecard, Team leader score card, agent PMS etc

Heading the RnR committee of Zone

Significant Highlights:

Speed Post /PED & CRBT:

Profile: Independently planned, designed, created and implemented

Speed Post to enhance the Customer Satisfaction for Postpaid customers.

PED (Prepaid Escalation Desk) & CRBT for West Zone.

The Growth Path

Sep’02 – July‘04 Customer Service Representative

Aug’04 – Nov’06 Team Leader

Dec’06 - Sep’08 Assistant Manager Operations

Oct’08 – Apr’12 Deputy Manager Operations

Previous Assignments

Jul’2001 – Sep’2002: M/s. Singha Singh Roy & Associates Pvt. Ltd. as Customer Support Executive

Oct’2000 - Mar’2001: Zap InfoTech-A Unit of Sun Infoways Ltd as software developer.

Jan’2000 – Oct’2000: Jay Instruments Pvt. Ltd as Quality Control Supervisor

Professional Enhancements

Certified internal COPC auditor

Completed training on 7 QC tools.

Advanced MS-Excel Training Workshop.


Completed DBM (Diploma in Business Management) from ICFAI and Pursuing MBA.

B.E. (ELTL) - Passed with 55.00% from Mumbai University in June 2000

S.Y.B.Sc- Pursued from Mumbai University till 1995

H.S.C. - Passed with 75.33% from Mumbai University in March 1993

S.S.C. - Passed with 84.28% from Mumbai University in March 1991

Software Skills: Course on ASP & JAVA from ZAP Infotech, MS-Office, Basic HTML and RDBMS like Oracle and MS SQL

Personal Details

Date of Birth : 12th July 1975.

Address : Mittal Park, Tower No 1, 1102, Raghunath Nagar, Thane (W), 400604.

Linguistic Abilities : English, Marathi & Hindi

Marital Status : Married

References : Available upon request

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