Non Voice
Resume:
CURICULAM VITAE
Lantower weston corners apartments
R. Roopachitra Cary, North Carolina -27513
Email Id: **********@*****.***
Contact No: 919-***-****
Objective
Contribute to business strategy and to facilitate change consistent with the goal achievement of the Business House, to facilitate smooth achievements of business objectives, which harnesses towards customer satisfaction, commitment and creativity.
Expertise
oConsistency in achieving goals and motivating the team for the same.
oDiverse managerial skills in planning, distribution and organizing.
oStrong Managerial and administrative exposure
oExceptional Versatility and Adaptability
oAbility to manage multiple tasks in critical situations
oExtremely productive in high stress environment
Professional experience
Hinduja Global solutions, Chennai
JOB PROFILE: (Deputy Manager Operations – Non voice)
oManaging Postpaid & Prepaid Non voice operations for Airtel
oCost Control through effective utilization of available resources
oEffective man power planning basis forecast on volume.
oRealigning the staffing for the team as based on the Business requirement.
oEnsuring monthly targets are met for both staff and process
oOn - floor management, performance management, Client Management & attrition management of the team
oManage, Motivate and Review the teams performance and ensuring the deliverance to highest possible extent
oPreparing and presenting Modules for Weekly, Monthly & Quarterly Business Reviews and Executive Summary Dashboard.
oSingle point of contact for the process with the senior management and client
oIdentifying areas of improvements for the team members through data analysis and ensuring their rectification through proper training and feedbacks
oStructured way of organizing Rewards & Recognition for the monthly top performers
oCoordinating with the support functions to ensure smooth operation of the processes
oMonitoring billing system/revenue generation for the Non voice process
oDetermining behaviors / best practices that help achieve metrics and ensuring that the team follows them.
oAssigning metrics and driving consequence management
Hinduja Global solutions, Chennai
JOB PROFILE: (Senior Process Trainer& SPOC)
oHandling both prepaid and postpaid process of Non voice training team.
oPreparing Training dashboard on weekly basis
oPreparing monthly calendar for refresher training – Tracking Pre & Post Refresher Performance of the executives.
oPreparing Training tracker for the month.
oOrganizing for Induction / Product / Process / Refresher training for the newly recruited and experienced agents.
Accomplishments
oA Training module has been prepared to bring awareness on “Importance of Customer Satisfaction”
oEmail & SMS Templates have been prepared for the Non voice team and as a result of which accuracy in terms of quality has improved.
oPreparing and presenting Modules for Weekly, Monthly & Quarterly Business Reviews.
oClient Interaction for entire South & North Hub circles.
Hinduja Global solutions, Chennai
JOB PROFILE: (Process Trainer)
oHandling Induction / Product / Process / Refresher training for the newly recruited and experienced agents.
oHandled 18 Induction Batches for Karnataka Nonvoice Process & CHN/TN Voice Process.
oPerformed creditably and achieved 100% Certification in almost 15 batches.
oMaintained monthly Training reports & have prepared Training Calendar Schedules.
Accomplishments
oHas been awarded with a Best Trainer award for the month of January 2007.
oNominated as SPOC for Non voice training team in the month of Nov 07’.
Hinduja Global solutions, Chennai
JOB PROFILE: -
oHandling calls for inbound customer service for Bharti Airtel Ltd, the leading private telecom operator in India.
oPerformed creditably and exceeded client expectations by achieving stiff performance metrics.
oRendered quality customer-oriented service for various issues arising in the mobile services.
Accomplishments
oHas been an acting Team Leader for four months handling a team of 10 people.
oHas been a part of the escalation & Billing desk.
oHas been awarded as a Best Performer for consecutive three months.
Education
B. Sc Chemistry -2005 S. D. N. B. Vaishnav College of Arts & Science College, Chennai
Higher Secondary Jai Gopal Garodia Govt. Hr. Sec. School, Chennai
Professional Skills
●Working well under pressure
Taking up challenging tasks setup by the management and delivering results
●Flexibility of approach
Open to changes and fresh ideas and analyzing feedbacks constructively.
●Team Management
Both in Operations and in Training support function.
Computer Knowledge
MS Excel
MS Word
MS Power point
Strengths
●Team Spirit
●Flexibility
Languages Known
English, Tamil.
Declaration:
I hereby declare that all the above mentioned information is true to best of my knowledge and ability.
Date:
Place: Chennai Signature: R. Roopachitra
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