Seeking a managerial position; a highly motivated and organized individual who will utilize total 11+ years’ experience in management, sales, marketing, business development, collections and contact center with skilled leadership to maintain productivity, quality of service and to fulfill the company's strategic requirements.
Strong leadership skills evidenced by achievements of objectives.
Strong planning and organizing skills.
MI data interpretation.
Ability to identify development, training and motivational needs of the staff.
Ability to learn quickly and transfer knowledge appropriately.
Ability to work under pressure with very challenging deadlines by employing multi-tasking ability and deliver quality output.
Ability to work effectively both within the team and independently
Adaptable & flexible to change to meet business contingencies.
Ability to lead teams.
Commitment to high quality & adaptability to deal with customer complaints.
Ability to drive & manage audit adherence
Ability to build rapport with & relate to a wide range of people.
Problem solving & decision making skills with the ability to recognize areas of development.
Excellent interpersonal skills.
KEY ACHIEVEMENTS & RECOGNITIONS
Hold record of consistent performer and stood within top 2 in collections.
Recipient of “Galaxy of Thanks” 6 times during my tenure for consistency & outstanding performance.
Recipient of “Quality Monarch” award for being quality topper.
Recipient of “Award” for displaying outstanding customer service.
Actively managed teams deputizing for the operations manager (OM) after successfully completing FTM (first time manager) workshop at CITI GROUP.
General Manager Aug’18 – Present
Built a competent team from scratch as a startup (i.e. staff recruitment, interviewing, hiring, training, and performance evaluation).
Built revenue streams from scratch through marketing channels.
Created marketing strategies to track existing and new customers (i.e. Developed, implemented advertising/promotional campaigns, and ensured restaurant signage and displays are attractive and up-to-date) to increase sales.
Established, cultivated, and managed client relationships.
Owned, maintained, managed and handled day to day operations to achieve maximum production.
Set budgets, analyzed restaurant expense, evaluate operational needs and implemented strategies that increase productivity, enhance quality, and improve cost effectiveness.
Planned and coordinated menus.
Managed and scheduled staff.
Maintained high standards of quality control, cleanliness and safety.
Handled daily cash records, readings, bank deposits and bookkeeping.
Managed weekly sales, expense analysis, vendor accounts, business expenses and supply orders.
Conducted weekly meetings with staff and employees.
Helped in the kitchen as needed.
Served more than 100 customers on the weekdays and 250 to 300 customers on the weekends.
Partnered with FMCG suppliers and wholesalers for daily requirements.
Controlled inventory of food to minimize food costs and eliminate cost overruns and delays.
Ensured customer satisfaction before, during and after all work.
Dealt with customer claims.
Updated, created and run daily review sessions… to back up cook on line Food Prep.
Retail Banking & Wealth Management – Hyderabad Dec’ 14 – Oct’ 17
Have initiated YELLOW BELT project which became a part of You Save You Earn Project Of HSBC
Lead trainer for paying queue, where we pay the money to clients by selling their stocks & shares
Have trained 500+ new joiners on process.
Have been an auditor for all the accounts worked.
SPOC for transport & HR related concerns.
Floor manager for all the customer queries & complaints.
Deputize in the absence of Operations manager.
Only trainer for all international processes.
Maintained quality & met all the PLA’s / SLA’s month on month.
U.S. Collections - Voice Process – Hyderabad June 11 – Dec’ 14
Planning and strategically working to meet the deadlines & utilize time to optimum level.
Handle all complaint outbound calls.
Work with agents with opportunities.
Taking escalation calls.
Quality audit accounts worked by teams.
Bank Of America
U.S Mortgage / Home loan - Voice Process – Hyderabad Dec’ 09 – Jan’ 11
Handled Inbound/Outbound calls to resolve customer mortgage accounts.
Planning work schedules to meet the deadlines & utilize time to optimum level.
Responsible for preparing attendance & MIS reports for the team.
Asses and analyze the performance of the team members with opportunities against the goals set by the manager and coach them.
Quality specialist – Mumbai Feb’ 07 – Aug’ 09
Conducting daily team huddles.
Quality call monitoring & providing feedback
Tracking violation & compliance for the site.
Organizing call calibration.
Training new hires on NSQM(national service quality form).
Coordinating with teams and resolving bottleneck issues.
Preparing daily service quality reports
Taking escalation calls.
SPOC for Clear desk policy & HR related issues.
Successfully managed sites quality operations and maintained desired profitability levels by coming up with promotional bi-weekly/monthly events with assistance from the operations manager.
Worked closely with the offshore quality team in analyzing the department goals, forecasting National Service Quality Monitoring (NSQM) & Incentive structure for the new process, etc.
ACADEMIC & PROFESSIONAL CREDENTIALS
Bachelor Of Commerce 2012
Aficionado of Digital Marketing
Birth - 04th January 1987.
Address- 1404, SSR Towers, Manjeera road, Hyderabad.
Contact - 970**-***** / firstname.lastname@example.org