Management High School
Resume:
Hemant Dubey
Team Leader - Operation Address : Mritika
Apartment
IBM Daksh, Gurgaon. 1st Floor Flat-C,
Kolkata-700060
Mobile No:+91-983*******
E-Mail : **********@****.***
7 years of experience in the BPO/ITES with diverse knowledge in Operations,
Business Process and Client Management.
Key Skills
Exposure of handling a team of 20 associates for Intuit- Quick Books &
Quicken for US & Canada, Welcome (0-30 days tenure) & Command Centre
Currently leading a team of 15-20 associates for Intuit- Quick Books, each
one of them maintaining their KPI's and the KRA's through the measured for
Quick Books-Canada inbound process operating from IBM Gurgaon centre.
Professional Skills& Achievement
Operation Management: In-charge for my team to deliver Operational KPI's
such as Productivity, Quality and Hygiene.
Workforce Management: Capacity Planning, Scheduling and roistering,
Manpower and staffing to deliver service level, Shrinkage & Attrition
planning, CMS operations
Quality Management: Driving Quality awareness and improvement through TL
Audit and feedback, initiating Call Listening and Calibration session.
Organising refresher training based on TNI(Training needs identification).
Directing and Leading project to reduce learning curve and KPI
improvements.
Performance Management: Expectation setting, Facilitation and conducting
periodic performance review for all associates. Preparation & Coordination
for various Business / Client reviews.
People Management: Organising Periodic R&R, Fun at Work, Career path and
Open house to enhance employee satisfaction. Successfully Mentored the team
for promotion to next level.
Achievement: Awarded Certificate of Excellence for the best Team leader for
three consecutive months & Certificate of Excellence for Outstanding
Performance in customer services from Client as well as from the
management. Recorded the highest score of 90% in site Kolkata, in the
LEADERSHIP ESSENTIAL TRAINING program conducted by the Aegis-ESSAR
organization development team.
Work Experience
Oct '13 - till Aug-14 Team Leader, IBM Daksh .
Leading a highly motivated and talented team of 20 associates & 1 SME.
Knowledge of end to end to operations of different LOB's like - Quicken,
Quick Books for US & Canada team.
Key Responsible Area;
. Productivity.
. Quality.
. Hygiene.
. Fulfil IBM Mission - Happy Customer, Happy Stakeholders & Happy People.
Achievements;
. Won the Quarterly Award (Sep'-13 -June'14) for the Best pool Team Leader
with the best KPI performance.
. Recorded the highest ever NPS score of 75% in Quicken-US Team in the
month of April'14.
. Recognised & Designated as a SPOC for Transport & HR activities for
Quicken US process.
. Taking Addition responsibility on Shrinkage Planning. Aux management &
RTA
. Groomed and mentored the team members to the next level and promotion as
a Team leader.
. Planned and executed the Quarterly R&R for the Intuit-Quicken process
after getting approval from manager with active participation from the
all team members for the Group dance, Rope Wrestling and the Fashion
show.
July '09 - January - 2012 Team Leader, Aegis Ltd
Leading a highly motivated and dedicated team of 25 Associates and 1 SME
for Vodafone.
Job Responsibilities;
. Driving & monitoring daily, weekly and monthly KPI performance.
. Forecasting workload, scheduling and break pattern for the team.
. Monitoring and ensuring Answer Percentage across all intervals.
. Interaction with Client & Manager to discuss performance and action plan
for the team.
. Plan and implement strategies to increase revenue and reduce cost.
. Maximize seat utilization.
. Identification of training need for agents and organizing training
session.
. Agent development and Career path.
Achievements;
. Recognised as a SPOC for Calibration calls & HR Activities.
. Awarded best Team Leader with best KPI performance for the month of
Jan'11 & April'11
. "Star of the Month" for the months of Nov'11
. Groomed and mentored the team members to the next level and promotion as
a Team leader.
. "CSAT Champion" with 95% for the month of Feb'11 & Mar'11
April'06 - June - 2009 Senior Executive, IBM Daksh
Responsible to take inbound Voice call & to troubleshoot various GPRS
related issues for Bharti Airtel Customers.
Job Responsibilities;
. Establishing and maintaining contact with Airtel customers on their
Billings, Queries & Complains.
. Always having professional approach towards problems and responding to
them in a timely manner.
. Basic and advanced level skills on computer service to understand the
process and to resolve them online.
. Providing technical solutions on GPRS to different problems of AIRTEL
customers by taking help of different tools
. Responsible to maintain the standard of each call in a comprehensive
manner taking into view each aspect of attending the customer, listening
to their problems and offer appropriate solutions to them.
Achievements;
. Recognised as a SPOC for Admin & HR Activities.
. Awarded as "Top Talent" by IBM Daksh 2007
. Awarded for "National Topper in Call Quality" for June & July 2008 by IBM
Daksh.
Academics
. Bachelor of Commerce (Accountancy) from Syama Prasad College (Kolkata
University) in 2004.
. Passed Higher Secondary (Class XII) from National High School(Boys)
(Kolkata) in 2001.
. Passed Matriculation (Class X) from Khalsa English High School (Kolkata)
in 1999.
Computer Skills
Completed CFS Course from "NIIT" on
a) MS Office Package
b) SQL Server
c) RDBMS
d) C++
e) Basic Hardware
Personal
Father's Name - Ram Pragat Dubey.
Date of Birth - 14th July 1984.
Marital Status - Married.
Languages Known - English, Hindi and Bengali .
Location Preference - Kolkata.
Hobbies - Listening Music & Adventure Sports.
Current CTC - Rs. 4 Lacs
Date:
Place:
Hemant Dubey
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