Manager Customer Service

KIRAN NAGI

* ****** ******** *********, ** M*R *S2 Tel: 647-***-**** Mobile: 647-***-****

*******@*****.***

A result oriented call centre executive, ensuring the development and optimization of talent while fostering

a collaborative culture with a performance focus. A positive, dynamic and flexible, multi-lingual team

leader, with ability to quickly assess call centre operations and implement the proper balance of people,

processes, and technologies to improve employee productivity and achieving business efficiencies

though rapidly changing conditions and variables.

PROFESSIONAL EXPERIENCE

FIRST MEDIA GROUP INC., Etobicoke, ON 2011

Director, Call Centre Operations (July 2011-Current)

Reporting directly into the President, responsible for strategic planning, development, staffing

management and financial performance for multiple domestic and international Call Centre sites.

• Responsible for delivering outstanding sales performance and customer service for six different lines

of businesses. Accomplished the following within first six months:

Increased sales by 9%

Decreased unproductive time by 7%

Increased conversion rate by 27%

• Developed and implemented workforce efficiencies resulting in saving of $188K.

• Established customer satisfaction team responsible for identifying key areas of customer

dissatisfaction. Worked with cross-functional marketing and IT teams to eliminate and or to improve

processes resulting in increased satisfaction.

• Identified skill and operational inefficiencies and strategically created processes to reduce gaps

resulting in savings of $479K.

• Implemented various employee recognition programs resulting in all time high morale.

• Established and implemented online (E-care) team resulting in savings of $180K.

• Achieved consistent call quality and training parameters resulting in higher customer/agent retention.

• Coached and mentored team of 14 managers and trainers.

• Reformed Accutel’s entire collaborative platform- audio, web and video conferencing

RESEARCH IN MOTION, Waterloo, ON 2011

Manager, Workforce Optimization (Mar 2011- July 2011)

Reported to Global Senior Manager, responsible for day-to-day operations including performance

management, and ensuring the centre’s objectives are met on consistent basis

• Responsible for monitoring Real Time and Intra-Day activities and providing recommendations in

order to optimize daily service levels within various sites

• Liaised with various cross functional teams and third party vendors to ensure all processes and

procedure are being adhered to and center’s objectives are met on consistent basis.

• Provided monthly and quarterly performance review to drive staffing and forecasting efficiencies

• Accountable for employee satisfaction and employee development by setting clear objectives and

providing ongoing coaching

• Identified current business inefficiencies and develop best practices resulting in higher customer and

employee satisfaction

KIRAN NAGI

• 3 Arkley Crescent Etobicoke, ON M9R 3S2 Tel: 647-***-**** Mobile: 647-***-****

*******@*****.***

ROGERS COMMUNCIATIONS, Toronto, ON 1999-2009

National Capacity Planning Manager, Credit Operations (2006-2009)

Reported to Senior Director, held accountability for developing and managing long and short term staffing

and financial forecasts for Rogers & Fido

• Developed long and short term inbound and outbound capacity plans for ten different lines of

businesses, exceeding industry standards with accuracy variance 1% to 4% year over year

• Collaborated with various cross functional teams and third party vendors to ensure accuracy and

validity of forecasting plans, deepening partnerships and realizing financial savings

• Translated business opportunities and risks into financial plans, forecasts and internal outlooks, in

one instance realizing annual savings of $360,000

• Managed monthly and quarterly assessments and business forecasts of multiple business units

against budgetary, financial and operational goals

• Partnered with senior leadership team including Training & Human Resources departments to ensure

the most efficient staffing levels at all times

• Successfully assisted in multiple national initiatives, including launch of ICM, achieving record

breaking savings in average handle time for various lines of businesses

Operational Manager, Credit Operations (2004-2006)

Reported to Director, was responsible for day-to-day operations including performance management, and

ensuring the centre’s objectives are met by monitoring and enforcing quality operational support

• Identified real- time reaction strategies to maintain desired service level, outbound dialing and

completion of offline activities for eight lines of business with approx 900 agents in two locations

• Evaluated the effectiveness of a daily work plan versus actual performance

• Directed the overall planning, implementation, coordination and evaluation of policies and procedures

• Provided information, counsel and assistance to executive management on abroad range of issues

• Calculated staff, trunk, and schedule requirements to meet the desired service level

• Consistently met or exceeded service level targets of 70/20 for all lines of businesses and reduced

drop rate from 6% to 3%, resulting in higher customer satisfaction

EDUCATION & PROFESSIONAL EXPERIENCE

• Bachelor, Business Administration, York University (courses taken)

• Human Resources Management Certificate, York University

• Other Courses & Workshops include:

• Project Management

• 7 Habits of Highly Effective People

• Dealing with Difficult People

• Managing at Rogers

• COPC Certified

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