Summary

Operation & Delivery Mgmt: Analytical and Proactive Operation & Delivery Mgmt, 15 + Years

of Managing:- IT Service Management, E-Governance, IT Infra Implementation & Management, Online Assessment having strong background Operation, Delivery and Customer Relations. Skill Highlights

Operation & Delivery

Requirements Gathering

Requirements Analysis

Strategic Planning

Team Management

Vendor Management

Resource Management

Pre Sales

Delivery (Central

/State Govt./National

Level)

Process Mapping

and Documentation

Experience

Stakeholder Management

Supply Chain Management

Brand Management

Cold Sales

Troubleshooting

CRM

SQL

CCTV /DVR/NVR

Microsoft office

Web Technologies

Microsoft SQL Server

As s i s t a n t M a n a g e r Pr o j e c t s & Op e r a ti o n s - 03/2022 to Present

Assistant Manger Projects & Operation(ITEST,Digital Service Department).

Delivery / End-to-End solutions to Client regarding Online Assessment.

Delivery and Execution of Project (Managing East India Regions for Project delivery & Operations)

Requirement gathering from Client & Analysis of requirements, checking Technical and Commercial feasibility as per the Signed Agreement. SIFY TECHNOLOGIES LIMITED (Largest ICT Service Provider)

Collecting Data from Client, Analysis of Data, Data Cleaning etc. Coordination with Production Team for required Software Development and other Technical support for executing Online Assessment.

Vendor Management ( Managing Vendor Like IT Asset Provider, IT Infra (Center) Provider for Exam delivery,Manpower Vendor Management etc.)

Manpower hiring deputation and training across the region

Candidate Mapping/Scheduling on Pan India

Attending Meetings Like :- Presentation with client, Pre-bid Meetings,and other bushiness meetings.

Post Examination Management: - Like Result submission and other Queries responses to Client.

Document Management: - Submitting candidate’s Exam related documents and other necessary documents to Client.

Record Management.

Assisting Client in replying for RTI related and other Queries.

Managing Government Client: - LiKe BHU, (IIBF,NIBM etc.)

Bill submission and payments follow-up with client. Sr. Centre Administrator (Eastern UP Operation) - 10/2011 to 0 3 / 20 2 2

Being a Sr. Centre Administrator currently handling complete Area of Eastern UP location for NSEIT centre and external online examination along-with 55+ Team Size.

Being a Sr. Centre Administrator Hiring External Venues for external online Examination, Making Agreement and generating their invoices for their timely payout. Testing readiness of venues to conduct timely and smooth exams., Making Scheduling and mapping candidate as per city wise and venue wise also sharing venue master to every stack holder as per defined timeline also coordinating for the exam Purchase Order from Head Office and sharing with every stack holder in the system.

Being a Sr. Centre Administrator making IT Audit plan for External Online examination venue, Preparing training session for the defined project and also planning manpower deployment for NSEIT centre and External online examination venue of Eastern UP Location.

Being a Sr. Centre Administrator also responsible to resolve escalation call from NSEIT Centre and external examination of Eastern UP location.

NSEIT Ltd, a 100% subsidiary of National Stock Exchange of India(New-Delhi)

Being a Sr. Centre administrator handled multiple Project Like; Indian Railway, NTA, UPSI, IRDA, ETC

Always maintained IRDAI Centres Grading 5+ in all Internal Quality Audit, Vigilance audit from last five to six audit.

Being a Sr. Centre administrator always achieved benchmark of examination process with proper candidate feedback without any escalation for NSEIT Centre and gateway examination.

Candidate communication and feedback.

Consumable inventory control and management.

Reporting MIS to HO as per daily, weekly and monthly basis.

Timely escalation to different functions at HO and coordinating for troubleshooting.

Effective records keeping.

Vendor Management

Always Generating healthy relation with the client so that, escalation should reduced and we can more focus on organization growth.

Handling overall responsibility related to Online Examination (assessment services) in Easter UP for NSEIT Owned test Center as well as External venue exam where big volume exam is going to conduct by NSEIT Ltd for their. Project Managing

IRDAI

NCFM

NISM

UIDAI

Nextec (PSI)

IIBF

RPF (Railway)

UPSI

BHU Entrance Exam

ICSI

ITI

IDEA Cellular Limited

Senior Executive - 06/2010 to 10/2011

Taking care entire activity of Nodal/Appellate officer and NCH (National Consumer Helpline), DOT

(Department of Telecom) and TRAI Cases in Idea Cellular Ltd. Captive Unit.

Providing resolution through call and mail.

Creating dashboard as per daily basis.

Proficiently taking care of MIS, like Daily, Weekly & monthly reports & Analysis.

Coordinating with vendor (Tech-Mahindra) for controlling first level escalation. SPICE BPO, NOIDA

Team Leader - 09/2008 to 06/2010

Handling escalation in prepaid billing & complaints.

Looking after call quality of each and every agent on daily basis.

Insuring abandon ratio to be below 2%.

Making monthly roaster for agents.

Proficiently taking care of MIS.

Making agent wise performance report and accordingly briefing them.

Daily meeting for 15 minutes in the evening with all agents to discuss about the issues of the customers.

Insuring first time resolution of disputes for each and every call.

Making the entire agent’s login for the shift and make sure that required login is complete and mailing their attendance to the seniors.

Maintain floor decorum; take care of all work station.

Preparing Tagging Report and mailing it to concerned department for their outlook and record.

Ensure all the problems of the executives get resolved within the shortest time.

Making the VOC, Impact of Day & major issues & mail to relevant department.

Taking briefing & debriefing & product training session.

Taking training session for GPRS, VAS Services for Idea Delhi Prepaid process.

Involved in CRM transformation from (I-Care to Crystal) for Idea Delhi, Rajasthan and Haryana Pre-paid Process.

Generate complete “TAS Matrix” for new CRM, which is known as tagging header.

Working as complete SPOC for all new Updates, information, escalation for any issue and briefing and debriefing session for entire shift for Idea Delhi Circle.

Taking care of entire Nesting Process for Idea Delhi Prepaid Circle.

Taking care of NI (Non Improvement) category employee. Taking care of all kind of TAS (Tagging Error report) for Idea Delhi Prepaid Circle Magus Customer Dialog Pvt Ltd

Senior Customer Care Executive- 03/2006 to 09/2008

Handled escalation desk for Idea UP (West), UP (East) and Delhi Prepaid Process.

Given product knowledge, filing complaints, VAS activation, and up selling product.

Taking Briefing & Debriefing related to daily updates of product.

Escalate all major issues which come on calls to concern person.

To provide the resolution to the executive’s queries and taking Escalations for them.

Taking care of Quality of executive during the call through barging and also ensure productivity metrics being met with due adherence to the CTQ’s (Critical to Quality) Benchmarks.

Maintain the Floor decorum and generating MIS like all tagging report, agent summary report, APR (Agent Performance Report) on daily basis for all the team.

Taking training session of soft skills for new comer. Education

Sl.

No.

Course

Institute/University/Board

Year of Passing

1 Matriculation(SSC) BSEB 1998

2 10+2 HSC (PCB) Physics, Chemistry,Biology BIEC 2000 3 Graduation History (Hons.) Vinoba Bhave University, Hazaribag (2000-2004) 4

eDAST(Electronic Diploma In Advanced

Software Engineering)

CMC Limited

2003

Certifications

6 Sigma Yellow Belt.

NSE Certification on Situation Management.

Project and Customer Management by NSE Group

Scrum Foundation Professional Certificate - SFPC

Extra Curricular Activities

Cricket Team Player School/College/District Level.

State Governor award winner from BS&G.

Participated in District Quiz Competition.

Personal Details:

Name : Ashish Kumar Tiwari

Gender : Male

Date of Birth : 15th Feb 1980.

Marital Status : Married

Present Address : H. No-D-57/58-13, Kasturba Nagar Sigra, Varanasi-221010

(Uttar Pradesh)

Email : ad3ln5@r.postjobfree.com

Mobile : 987*******, 993-***-****.

Language Known : English, Hindi.

Date:

Place: Delhi Yours Faithfully

(Ashish Kumar Tiwari)

Contact this candidate