Manager Management / Assistant Manager

Vinod Singh Tomar

Mob: +91-865*******, +91-812*******

E-mail: **********@****.***

To join a progressive organization where my potential leadership

skills can be utilized for improving the operational performance and in

contributing substantially towards the growth of the organization

SYNOPSIS

* A 'Dynamic Professional' with over 6 years of experience across

Operations in BPO & Customer care.

* A Proactive Leader and Planner with expertise in plan execution Team

management, with skills in People & Time management, Data analysis and

Customer Centric

* A Skilled Communicator with exceptional presentation skills and abilities

in motivating Team, lead cross-functional teams & establish beneficial

relationships with key players in the industry.

ORGANISATIONAL DETAILS

April'11- Till Date GENPACT India as Assistant Manager for I2I Telecom

Process

Managing the Evening Shift effectively. Managing & compiling various

Reports, Call monitoring and call flow control on CMS, Handling Shift &

Floor briefings.

The Key Result Areas

Operations

. Responsible for Evening Shift ( Service Level, It Issues & People

Management, including all HR related issues)

. Recommendations for product and process development based on customer

feedback and analysis of the same.

. Required making decisions on any matters relating to improving revenue

generation & customer satisfaction with regards insofar as it affects

call handling and call Centre processes.

. Contribute for the initial hiring and selecting process of the front

line

. Work very closely with team members to solve customer problems. Also

needs to understand agent's personal problems and weaknesses and

address these. Offers solutions and suggestions for process and product

improvement to management.

. Took the responsibility & handled SR cancellation & Waiver Analysis for

Circle level

. In charge of Pre-Shift Huddle for Evening Shift as well as Call Quality

of the circle

. Handling client grievances and troubleshooting after coordination with

concern departments.

. Improving team performance via training programs & executing principle

modules.

. Operations' trainer for outlier team, conducted BQM ( Bottom quartile

management) on 15-15-15 methodology

. Undertaking responsibility of CSAT & FTR on circle level & Executed

customer centric project like WOW calls, Call Listening Activity

. Improving team performance via training programs & executing principle

modules

. Preparing & compiling various weekly/ monthly MIS reports pertaining to

process and productivity

. MIS SPOC for Operations. Mentored 5 associates and groomed them for

MIS & RTA's role

The Attainments

. Awarded as the Annual Award for the BEST FLM for operations during 2013.

. Was the Only FLM with 0% Attrition for consecutively 14 months

. Recommended & got the changes done for the Process by the Client

. Recommended changes on Transaction monitoring process depending on the

new process.

. Effectively handled Voice of Customer on Daily & Monthly basis.

The Trainings

. Lean & Six Sigma, People Management, Effective Coaching & Mentoring,

PREVIOUS ASSIGNMENTS

Dec'06-May '09 Reliance BPO as Team Leader (Telecom & DTH

Process)

The Key Result Areas

Operations

. Setting up targets & goals for the process - setting and maintaining

CTQ, CTP targets for the process.

. Ensured CTQ closure: Productivity-Capacity Based Turn Around Time (TAT)

through Time studies & Capacity Planning and Accuracy Base-Lining.

. Undertaking responsibilities of removing unnecessary procedures in

process for efficient function.

. Ensured uniformity in the process understanding at the client's and the

organization's end.

. Monitor the Team performance in coordination with the Quality team.

. Preparing & compiling various weekly/ monthly MIS reports pertaining to

process and productivity.

. Handled Escalation calls & Handled Mezban Team members.

. Undertaking responsibility of CSat & FTR on circle level.

. Preparing One on One and AIP for team members for their Performance

Improvement

The Attainments

. Awarded as the "Best CSAT Team" with CSAT & FTR of 90% for operations

during 2008.

. Instrumentally attained targets in all parameters viz., Quality and

Productivity.

. Monitored / Barged Calls of CSR'S as per transaction monitoring process

. Ensured the Two calls of coverage per CSR on weekly basis.

. Recommended changes on Transaction monitoring process depending on the

new process.

. Effectively handled Voice of Customer on weekly basis.

May'09- Mar'11 Rudrakash Computer & Software development as Team

Leader for

Customer Care Department

July'05-Oct'06 Computer Business Management as Principal Co-

Coordinator

June'03-June'06 Impulse marketing as Team Manager

Commenced career with Shadow Marketing & Financial services as Marketing

Officer

(July'98 - June '02)

ACADEMIA

> MBA in Operations Management from Arunachal University

> Bachelor of Business Management from NIBM

> Senior secondary from CHSE BBSR Orissa

TECHNICAL ACADEMIA

> Diploma in Video Editing from AAFT Noida

> Diploma in Multimedia from ARENA Delhi

PERSONAL DETAILS

Date of Birth : September 3, 1977

Email address : **********@*****.***

Address : 281, Tej Vihar, Rohta Road

Fazalpur, Meerut (UP)

Gender : Male

Languages known : Hindi, English, and Oriya

Hobbies : Reading Books & Listening Music

Date: {

)

Place: Vinod Singh Tomar

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