back office/operation jobs

S achin Jaiswal

Mobile: 099********

E-Mail : *******.********@*****.***

Job Objective:

Seeking mid to Management level assignments in Back Office Operations with an

organization of repute preferably in BPO sector as well as Banking / Any other sector

Profile Summary:

* A competent individual with nearly 7 years of experience in Back Office

Operations, Team Management.

* Currently associated with Genpact, NOIDA as Process Developer

* Adept in Ini tiating and sustaining efforts for bettering customer satisfaction

t hrough regular relationship calls, identifying & conducting consultation sessions for

customers

* Deft in leading the team with activities including planning targets, monitoring

n umbers and achievement of overall targets on a daily, weekly & monthly basis in

adherence to the pre-set standards

* Skilled in conducting regular audits for process compliance

* Exposure of developing relationships with key institutions in target organizations

for business development and interfacing with them for suggesting the most viable

p roduct range & cultivating relations with them for securing repeat business

* An effective communicator with excellent customer orientation skills

Core Competencies:

* Maintaining high discipline & norm adherence, coordinating with superiors for

cross t rainees and innovative suggestions to improve customer service delivery &

operational efficiency

* Coordinating with seniors for providing inputs for process control & ensuring end

to end complaint resolution.

* Ensuring delivery of key performance targets like customer satisfaction, average

handle t ime, resolution rate and compliance to quality standards

* Providing effective resolution to customer queries and improving relationships

w ith the customer by anticipating their

* future requirements, thereby ensuring a positive customer experience

* Offering f loor support to new hires during their OJT (on the job t raining) within

t he process to build process knowledge, reduce TAT and also achieve team as well as

i ndividual goals

* Mentoring the new team members to come up the learning curve

Organizational Experience:

Since Jul'08 Genpact, NOIDA as Process Developer

Key Result Areas:

* Handling a team of 10 people

* Making team reports on a regular basis to t rack the performance of a team

* Providing t raining to the new joinees

* Managing attendance and leave t racker a team.

H ighlights:

* Successfully carried out 2 remote t ransitions for new business in 2013

* Received 2 quarterly (Oct'09 - Oct'10) and 4 monthly (Dec'08, Jul'09 and Mar'11,

J ul'12, Apr’13

and Jul’14) awards from clients

* Secured a prize from the company for delivering Best Performance in Oct'09

J un'06-Jun'08 ICICI Bank, Lucknow as Corporate Sales Representative

Certification

Successfully completed Insurance Certificate Course from Insurance Institute of

A merica in April 2010

T raining

Attended in-house t raining on Conflict management, Email wri ting skills, Customer

Centricity, Power point presentation in 2010 and 2011 in Genpact.

Social Engagement

Contributed 200 to Pagdandi NGO on a monthly basis that had a t ie up with the

company for Children Education

Education

2004 B.Sc. from College, City, Lucknow University with 65.17 % Marks

2001 12th from School, City, U.P. Board of School Education with 70.00% Marks

1999 10th from School, City, U.P. Board of School Education with 57.34% Marks

Other Courses

Completed 6 months Diploma in Computers Application from Aptech, Lucknow in

2007.

I T Skills

Well versed with MS Office Tools and In ternet Applications

Personal Details

Date of Bir th: 29th June 1986

Address: House No.-24, Pocket 20, Sector 24, Rohini, Delhi -110085.

Languages Known: English and Hindi

Location Preference: Lucknow, Delhi / NCR

Contact this candidate