Management Manager
Resume:
TARANG TANDON
Sriniwaspuri
New Delhi – 110065
Mb: +91-981*******
Email: ******.******@*****.***
Summary A highly motivated, ambitious individual & is able to give timely & accurate advice, guidance, support & training to the team members & individuals. Possessing excellent management skills & having the ability to work with the minimum of supervision, whilst leading a team of fifteen or more. Having a proven ability to lead by example, consistently hit targets, improves best practices & organizes time efficiently.
Skills Management Professional Personal
Staff supervision Customer focused Loyal
Change management Troubleshooting Articulate
Sales driven Training new staff Good work ethics
Team working Hands on team player Can handle stress
Administrative tasks Problem solving Always pro-active
Leading by example IT skills Verbal communication
Resolving disputes Industry knowledge
Multi-tasking
Academic
Graduate Diploma in Business Administration
Intermediate from Delhi Board
Matriculation from CBSE
Career
Presently engaged with iYOGI as a Team Leader since June’ 2014
Worked with TELEPERFORMANCE for 24 months & lead a span as an Assistant Manager Customer Care for 14 months (June’ 12 – June’ 14)
Worked with ENCORE CAPITAL GROUP as a Process Expert for 25 months (Mar’ 10 – Apr’ 12)
Worked with iGATE for Mortgage Collection as a Sr. Associate for 7 months (Jan’ 09 - Sept’ 09)
Worked with iENERGIZER, for Dell Financial Services (1st Party Collections), as a Sr. Executive for 18 months (May’ 07 – Nov’ 08)
Job Profile Ensuring that staff is motivated, monitored & measured in line with company targets & performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified & addressed. Producing accurate reports on team performance for senior managers
Duties:
Responsible for managing the overall deliverables of the program
Deputizing in the manager’s absence
Advising senior managers on staffing needs & personnel issues
Cultivating a positive working environment for all staff to work in
Keeping accurate statistical information & records
Organizing work schedules, rosters & shifts
Managing overall shrinkage (Planned/Unplanned Leaves, Break Adherence & Cab Delays)
Assisting in the recruitment, training & development of staff
Making sure that all employees reach their full potential through constant evaluation, coaching & training
Reviewing customer feedback & then suggesting ways to improve processes & service levels
Area of Expertise
Operations Management:
Specialize in managing voice/ chat based & knowledge process projects & delivery centers, spearheading large team to deliver on key metrics & exceed on client expectations on SLA’s
Conducting meetings with the FTL’s/SME & Process specialists, reviewing daily performance, identifying opportunity areas, assigning & executing specific action steps
Providing critical suggestions to leadership team on designing/modifying operational scorecards according to needs of the business unit
Actively participating in employee engagement activities, initiating program level employee engagement & recognition programs to improve overall CSAT & SALES
Client Servicing:
Mapping client’s requirements & coordinating implementing processes in line with the guidelines specified by the client, on operations floor
Identifying improvement areas & implementing measures to maximize customer satisfaction
Ensuring continuous interaction with the clients to make sure that area of concern can be worked upon for improved service levels
Project Management:
Managing Team functions viz, performance appraisal, performance discussions etc.
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process & meeting of individual & team targets
Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members
Achievements & Initiatives
iYogi:
Have always been rewarded for contributing towards the process improvement
Got appreciation from Sr. Management for best performer, best retainer & a supervisor with the lowest shrinkage for consecutive 6 months
Always ensure that the team is over achieving the targets month over month to help in attaining the LOBs target
Taken initiatives for process betterment (like conducting refresher trainings, rigorous follow up on performance for the LOB to get the expected FCR & C-SAT)
Handled BQ agents & given expected results before the deadline
Preparing & rolling out contests for the LOB
Preparing weekly Schedule for the LOB along with WFM
Taken interviews to hire the FTEs
Teleperformance:
Participated & facilitated calibrations with client
Prepared deck for WBR/MBR & facilitated the same
Was a part of the hiring process for FTEs
Conducted refresher training sessions for process improvement
Taken reviews for SMEs to discuss challenges & share good practices to ensure the improvement in performance
Have been rewarded & recognized several times as an Employee of the Month, Best SME across the floor & last but not the least Guiding Light of the Month
Collections:
Always renowned for achieving the targets month over month before the given deadline
Have been chosen for Floor Support numerous times
Handled the team in absence of the lead, whilst achieving the targets
Personal Details
Date of Birth : 27th Oct. 1985
Gender : Male
Marital Status : Single
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