Customer Service Management

A result oriented Service Industry professional with over 13 years of

experience in Operations Management, Client Servicing & People Management

in the Outsourcing/ITES industry, specializing in start-ups, turn-around

and aggressive growth environments, Recognized time and again for the

ability to quickly assess call center operations and implement the proper

balance of people, processes, and technologies to improve profitability

and achieve high client service levels. Possess excellent leadership,

communication, team building, strategic planning, and problem solving

skills.

Domain Knowledge

. Customer service.

. Sales.

. People management.

. Business Development and Client Management.

. CRM (Customer Relationship Management).

. Reporting, Analysis and documentation using MS Office (Excel, Word and

PowerPoint).

PROFESSIONAL EXPERIENCE

Homeshop18 ( Network 18 Group)

Period of association: - April 2013 till Present

Designation:Manager Operations (Sales and E-commerce)

Job Responsibilities:

> Handling 400+ FTE Operations team with Home shop 18

> Handling the entire Pre Sales Dept. of the company (Managing a

team for proper implementation to enhance sales.

> Inter face cross-functionally at all levels within the

division of the company ( Freight forwarders and third party

providers)

> Handling Deviation Assessment, resolution and quality approval

in Track wise.

> Act as logistic facilitator to ensure that all elements of the

domestic distribution process are coordinated to meet customer

requirement in timely manner with high quality.

> Mechanism in place in order to improve Process Matrix/Basis

Hygiene.

> Looking all positive aspects which would help to make the

process profitable.

> Plan upcoming organizational needs and implement strategies in

a proactive manner.

Aegis Ltd (Essar House)

Period of association: - June 2007 till Feb 2013

Designation: Operation Manager (Pune)

Duration: Dec 2012 till Feb 2013

Job Responsibilities:

> Region responsible for Client relationship management, Revenue

management & Operational KPI delivery for a 600 seat program.

> Conduct Customer Satisfaction Surveys and prepare analysis to

improve dept. performance.

> Monitors client operations dashboard measures to proactively

manage client-level impacts.

> Work with support departments to ensure staffing strategies

are effectively executed

> Analyze and maintain all Client Service Level Agreements.

> Weekly Review with respective stake holders on all KPI's

> Deftness in handling overall functioning/ streamlining of

operations & project management; conducting trainings in line

with the pre-set guidelines.

Aegis Ltd (Essar House) Noida/Pune

Designation: Assistant Manager (Pune/Noida)

Duration: Nov 2009 till Nov 2012

Job Responsibilities:

> 6 years' of experience in Operations' Management, Service

Excellence Management, CRM, Training & Development, Quality &

Compliance.

> Participating with client in Process Optimization and Process

Improvement initiatives.

> Developing and implementing continuous improvement initiatives

within quality Validation to maintain a state of inspection

readiness, regulatory compliance, and process efficiency

working in partnership within and across functional areas

and/or across business areas.

> Demonstrated abilities in cementing healthy relationship with

the clients and rendering effective service.

> Keen planner & implementer with track record of developing

operational policies/ norms, systems & controls, motivational

schemes & customer service standards.

> Successfully handling the regular activities like Schedule

Adherence, One on One & Career pathing and Transaction

Monitoring - Parallel Barging.

Aegis Ltd (Essar House) Noida

Designation: Team Leader Central MIS/Operations (Noida)

Duration: June 2007 till Nov 2009

Job Responsibilities:

> Adept in coordinating with clients & forging relations,

interfacing with them to understand their requirements &

provide customized services.

> Taking care of PAN India Vodafone Invoices

> Closely Interacting with BA Team and Higher management to plan

Costing related decisions.

> Taking care of payment transactions and Payment Outstanding

> Closely worked with Center Head to resolve Center related

issue (Costing, Manpower and capacity

Planning,Billing,Revenue)

> Deftness in tracking overall revenue on a process level as

well as Center level.

> Successfully handling the regular activities like Center

attendance, seats allocation.

> Leading a team of 18-20 CCEs and assisting them in their

problems and queries.

> Supervision of team members.

> Conducting one to one sessions with them regarding their

performance on periodic basis.

> Managing day to day operations and adherence to service

standards.

> Proven skills in mentoring team to work in sync with the

corporate set parameters & motivating them for achieving

business and individual goals.

> An exemplary communicator with excellent interpersonal,

Customer Relationship Management, Organizational and Team

Management abilities.

> Assisting new Team Leaders in handling their teams and making

them well versed with the process.

Special Projects:-

1. Command Center: Coordinate with Managers, and other support

departments to ensure smooth functioning of the process.

Responsible for client interaction and discussing process specific

issues. Taking care of Ops reports APR and others trackers

Managing customer expectations. Relationship management and

escalation of cases. Taking initiatives/projects as required by

client and maintaining consistency of practices in sync with

client/service delivery requirements.

2. ATMS (Aegis Transaction Monitoring System) - Heading a team of 20-

25 agents. These agents are categorized as having low quality

and high AHT. Primary role is to give special attention to each of

the executive and improve them on Quality and bring down their

AHT. Ensuring operations are as per the set standards. Conducting

internal process reviews for ensuring strict adherence to the

process parameters/systems. Ensuring accomplishments of the set

quality standards.

IENERGIZER Pvt Ltd Noida

Designation: Senior executive

Duration: Nov 2005 till June 2007

Job Responsibilities:

> Responsible for uploading online booking request from US

customers and providing online support

> Driving performance within the team and on the floor (Ensure

that the team AHT, Quality is met. Monitoring to ensure that

the team is meeting the quality guidelines and also to

identify the training needs of the team.

> Compiled reports for my team on weekly basis regarding the

Quality and Attendance to check and groom them on areas where

they lack and to improve their skills.

ACADEMIC QUALIFICATIONS

> Passed BA. (Pass) from University of Delhi in 2003.

PERSONAL DETAILS

Date of Birth : 27th April 1982

Martial status : Married

Date

Place: Delhi

(Varun

Khosla)

VARUN KHOSLA

49-A J and K Pocket, Dilshad Garden, Delhi -110095

Mobile - 989-***-****

Emails: *********@*****.***

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