Manager Customer Service
Resume:
LOKESH BAWA
E-mail:******.****@*****.***,*******@*******.***
Mobile: 91-22-9820542905
DETAILED EMPLOYEMENT RECORD
1. Employer : R-TEC PVT (LTD)
Post held : Senior CSA
Period : May 2004-July-2005
Reporting Hierarchy : Team Leader-Operations
Employer : Wipro LTD
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Post Held : CSR
Period : August 2005-March 2007
Reporting Hierarchy : Team Leader-Operations
Employer : Wipro LTD
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Post Held : Quality Analyst
April 2007-September 19th 2011
Period :
Reporting Hierarchy : Quality Manager-Operations
Employer : Wipro LTD
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Post Held : Trainer/TL (1B)
September 20th 2011-Till Date
Period :
Reporting Hierarchy : Training Manager-TT
Employer : Wipro LTD
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Post Held : Assitant Manager(2B-OPERATIONS)
Period : Feburary 5th 2014-Till Date
Reporting Hierarchy : Operations Manager.
JOB PROFILE
At Wipro (India) Ltd, I worked in the Quality (Quality Analyst) department. Here; I use to
handle the following job responsibilities. (Leading Healthcare Insurance in United States-
United Health Group).
Doing Audits (Randomly on Recorded calls)
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Reporting Quality Scores (External & Internal)
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Quality updates & distribution
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Attending weekly QA conference call with client
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Being a part of weekly calibration call
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Providing feedback (Team & Individual)
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Conducting Refresher Training/Process Training/Handling Batches
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Involvement with Training (PRE-OJT) & during OJT
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Moved to External Auditing from 1st April 2011(External Auditor)
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Job Responsibility as (Trainer /TL).
At Wipro (India) Ltd, I was working in the TT (Talent Transformation) department. Here; I use
to handle the following job responsibilities:
Induction Program for New Hire Batches.
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Successfully trained batches for the New Hires and up training for Process.
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Drive the team to achieve team and company Parameters.
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Conducted Performance feedback and Product Knowledge tests on weekly basis.
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Preparing question papers in order to streamline new members of the process.
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Conducted daily briefings and training sessions for the team members.
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Recommend potential solutions and best practices when applicable.
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Instrumental in training new batches also while they are in OJT (On Job Training).
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Analyze team performance by identifying outliers and giving one on one feedback.
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Compiling and maintaining team reports for senior management.
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Quality SPOC for the Training Team.
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Classroom Observations for New Trainers
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Site Admin to disseminate new courses related to the Process for updates.
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Preparing JA or Training Documents as & when required.
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Current Responsibility (Assistant Manager).
At Wipro (India) Ltd, I am currently working in the UHG-CS Operations.
Here; I am handling the following job responsibilities.
Directly accountable for managing teams up to 28 CSR.
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Interacting with Support functions for staffing & scheduling requirements, performance
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reporting etc
• Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure
efficiency in process operations and meeting of individual & group targets.
• Determining training needs of employees; conducting suitable training programs to
enhance their operational efficiency leading to increase productivity.
Utilize superior communications skills to motivate staff and develop effective working
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relationships with peers, executives and clients
• Personally coach, train and mentor direct subordinates and provided career development
opportunities through training and quality management activities
• Monitors productivity of customer service representatives and generates reports.
• Direct Client interaction, correspondences with client and its customers.
SCHOLISTIC DETAILS
Completed H.S.C in the year 2002 (Mumbai University)
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Completed GDBA in the year 2008 (National Institute of Management)
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LANGUAGES KNOWN
English, Hindi, Marathi
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STRENGTHS
Performance oriented
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Integrity & Honesty
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Excellent communication skills
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PERSONAL DETAILS
Date of Birth: 8th September 1982
CONTACT DETAILS
Present Contact Address:
Sai Appartments, B/10, Bldg no. 24, 3/2, Setor 3, CBD Belapur, Navi Mumbai-400614, Mobile:
I hereby declare that the information given by me is true to the best of my knowledge.
Date:
Place: Navi Mumbai
Contact this candidate