Anima Talukdar

Contact: +91-983******* ( E-mail: acd2a7@r.postjobfree.com

Assistant Manager - Operations (IBM GPS, Kolkata)

With more than 7 years of qualitative experience in Operations, Quality,

Process Management, Team Management

< Recognized by peers/superiors for always exceeding organizational

objectives; proficient in developing efficient teams that excel.

< Proven ability to provide a high level of Customer Service surpassing

market standards and maintain healthy relationship with peers and

competitors.

< Well versed in management of cross-functional teams; deep understanding

of quality management in a services environment; leadership in designing

of creative solutions aimed at maximizing customer satisfaction.

< Demonstrated ability to effectively plan, coordinate & meet deadlines.

Self-driven, able to prioritize tasks and implement changes smoothly

< High-level leadership and mentoring ability. Excellent interpersonal and

communication skills.

Career Profile

Desg: Assistant Manager

Dept: Operations (Technical Process - iYogi)

Company: IBM Global Process Services Pvt. Ltd.

Achievements:

. Successfully transitioned bottom quartile teams to the top quartile

. Reliance and trust among top tiers in handling real time stringent

situations

. Received appreciation in IBM for outstanding performance

. Appreciation from Bell Express Vu clients for providing excellent

customer service

. Received certificates for clearing the BQT

. Appreciation from Quality for 0% variance in call calibration among

QA/TL/Training

. Regarded as top contributor to business

Job Profile:

Process Level

. Leading team with set benchmarks including planning targets,

monitoring numbers and achievement of overall targets on a daily,

weekly & monthly basis in adherence to the pre-set standards (working

closely with a team of around 15-20 software technicians) on voice

calls as well as on chat.

. Monitoring performance and conducting reviews on a weekly babis

. Identify taining and development needs and schedule training with the

training team.

. Handeling client escalations and being a part of the client review

calls.

. Sampark Brand Ambassador

. Diversity team member.

Team Level

. Handling escalations of live issues (process as well as people) on any

real time challenges for proper redressal, Analytical skills to

identify the Variance in the Key Result Areas for the Process. Perform

quality checks, develop and review performance reports, identify

areas of improvement, and implement measures to improve performance

levels and meet objectives.

. Rolling out process updates to the team as and when they are cascaded

from an operational adherence perspective. Drawing action plan on

various KPI's as well as Disciplinary metrics. Ability to provide

feedback in the most constructive and result oriented manner.

. Administer performance management by diagnosing improvement

opportunities, providing effective feedback, coaching, training,

professional development, and corrective action plans

. Proper coordination with Workforce, coaching and feedback on

Skill/Will with the concerned representative, Multi-tasking in

terms of utilizing organic sensibilities. Resource planning and

allocation managing process deliverables, providing cross-

functional escalation and communication.

. Ensure that all client KPIs and KRAs are achieved as per the SOW.

. Took the responsibility of overall Average Talk Time reduction with

maximum CSAT to thereby help improve capacity and handle volumes.

. Responsible to organize, plan and conduct continuous Account

Management Refresher Trainings for the entire Process.

. Preparation of reports on the basis of daily/weekly/monthly

observation of the executive's/team's performance and client

requirements.

. Mentor and assist new hires.

. Assist with training and identify training needs within the group

and provide feedback.

. Responsible for making FAQ for the process.

. Closely monitoring daily productivity and accuracy targets against

the defined Service Level Agreement

. Responsible for monitoring Leave planning & rotation for optimum

utilization of available seats.

. Responsible for Quality scores of the teams, so check for Team

scores with quality evaluators.

Career Graph in IBM

> Asst. Manager Operations for Technical Process - iYogi in Oct '11.

> Sr. Quality Analyst for Technical Process - iYogi in Mar '10. Till Oct

2011

> SME (Subject Matter Expert) for a Bell Canada Semi-Tech Satellite TV

Process in the Oct '08

> Joined IBM in Feb '07 as Customer Care Specialist .

Total Experience

> Worked at Octagon Software from 2005-2007 as an executive and worked

for a B2B survey campaign.

> Worked at IBM Daksh from Feb 2007 till Feb 2014.

Educational

< BSC (Biology) (Kurukhetra University) (SD College Ambala Cantt)

< 12th (CBSE)

< 10th (CBSE)

< Trainings:

o NIIT (Windows Client operating systems configuration and TS)

o IBM Organizational Development Trainings

o Executive Presence Training

o Manager Effectiveness Program

Awards

< GEM (Going the Extra Mile)

< Star Award (IBM)

< Manager shine award

Personal Particulars

< Languages: English, Hindi & Bengali

< Address: 5 Baishali Garden, P.O Jote Shibrampur, Behala, Kolkata-700141

< Fathers Name: Mr. P.K Talukdar (Ex-Army Personnel)

< Valid Indian Passport Holder

< Reference: Available on request

< Current Location: Kolkata

< DOB: 20/07/1984

< Email Id: acd2a7@r.postjobfree.com

< Phone: 983*******

Other Details

< Current Location: Kolkata

< Current CTC-5.1

< Expected CTC- According to the company's slab.

< If interested for overseas Job then:Yes

< Marital status: Unmarried

Date :

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