ARUN SHARMA

Mobile: 702******* E-Mail: adbmea@r.postjobfree.com

Current. Add: #606, Nilgiri Apartment, adbmea@r.postjobfree.com

Near Automotive Square, Kamptee Road, Nagpur – 26

Career Objective

My career objective is to work for a professionally managed organization where I can contribute towards the achievement of organizational objectives and its success through my domain knowledge, soft skills, analytical skills and working experience.

Profile Summary

Customer Relationship Management: Proven record of building sustainable relationships of trust through open and interactive communication with customers; managing complaints, providing solutions and alternatives and following up for ensuring resolution in order to achieve customer satisfaction.

Business Operations: Skilled in managing business operations with focus on profitability and expertise in planning strategies, defining targets, resource administration and staff training, & mentoring. Contributed in recruiting and mentoring talent and maintaining attrition at less than 10% through Engagement, Skill development & Timely assessment methods.

Service Delivery: Excellence in participating in the service delivery projects for synergy across business units and driving cost savings through service delivery optimization. Single-handedly managed Call center operations of CDMA & GSM Circle;

Partner Management: Well-organized with a record of utilizing sound understanding of the Service Partner management.

Achievements

Yellow Belt in Lean six sigma in year 2015-2016

Won the Best Performance (SNDL) for promoting Online Payment, campaign Through PAYTM, in Year 2016

Won the Best Performance in individual Employee Category for Q1 2017-18.

Won the Best Performance in individual Employee Category for collecting 10.5 lakhs

Won Big Leap Award for the year 2009 across RTL Circles.

Areas of Expertise

Customer Satisfaction Enhancement

Collections

Customer Life cycle Management

Team building & Training

Vendor Management

Cost-Reduction Strategies

Work Experience

1.CSD Head for SND Limited (Essel Group)-Nagpur (Jul 2014 – Till Date)

Currently working with SND Limited (Essel Group Company) as CSD Head for Nagpur Location. SNDL is a Power Distribution Franchisee of MSEDCL for Nagpur City. (No. of Consumers – 5.25 Lacs, Turnover: ~INR 1100 Crs. & CSD Team Size: 90- 100 Team Members).

Responsible for Consumer Service department of Nagpur circle which includes customer service, customer acquisition (New Service Connection), Billing, Meters, collection, arrears collection and also contributing in reduction of commercial losses.

Plans develops, coordinates and implements specific business development programmes in order to achieve maximum effectiveness to consumer satisfaction and also enhancing the net collection percentage

Mentoring appropriate education plans to ensure staff has the required skills for current and future business opportunities.

Responsible for all communication (Non-technical) related to all stake holders and authorities.

Achievement: Won Star Performer Award for Q1 2017-18.

2.Deputy Manager –Operation for RCIL (BPO Division) earlier RBPO: - (Jul 2004 – Jul 2014)

To Audit the partner location and ensuring, to have all the standard and procedures to be adhered with regard to recruitment, training, quality monitoring, coaching, and guiding partner team to develop the team members (Supervisors/Team Leaders, Quality Monitoring Executive(s), Trainer(s) and Customer Care Executives), facilitating knowledge sharing, result orientation and cost control, within the quality standard and budget.

Checking, identifying, tracking, investigating, trouble-shooting, co-coordinating, resolving and to facilitate the conformation to the customer / Organisational requirements through voice, data and value added services, by optimising the opportunities to increase the Organisational revenue, through achieving client and end user satisfaction.

Conceptualizing, designing, processing, implementing and developing various office procedures / processes / work strategies etc., ensuring that the remedy data in place and with resolutions.

Analyzing the key deliverables and therefore, identifying the areas of improvement and implementing the processes towards the operational betterment and excellence.

To ensure the on time and proper schedule adherence to the defined SLAs.

Exposure in Call Center Operations in Inbound, Outbound, Escalation, Quality, Training, C-SAT, and Centralised Buckets etc.

Achievements: Won Big Leap Award for the year 2009 across RTL Circles.

3.Dealer Support Manager- Hakims Displays PVT LTD. (Sep 2003- Jul 2004)- Chandigarh.

Responsible for Customer Service operation and Execution for Haryana Zone with 18 Distributors.

Handling with the problem of dealers in regards to sales and commission

Interface between the company and dealer about the targets of sale and new offers.

Maintaining database for Dealers and sales.

Organizing Distributor / Service Franchise Engagement activities.

Zonal Complaint resolution and Management.

Training/Education initiatives to Distributors/DSM’s/ Agency (Documentation Policy / Products/Processes)

Driving Customer Service delights.

Team development & Capability building.

Managing the inter-departmental co-ordination to manage day to day operations.

4.Centre in Charge- Electronic Trade and Technology (ET&T), (Sep 2000- Sep 2003)- Ludhiana(PB)

Handling the prospects of computer Centre with regards to admission and training

Targeted to solve the query of students and staff and handling the matters of Centre

Specialised in LAN Technology.

Responsible for a Manpower size of 12 with 6 full time and 8 Part time staff.

Staff and Franchise Development and Training in soft skills and Course knowledge

Reviewing and analyzing market scenario to fine tune the sales and marketing strategies.

Formulating and Implementing Marketing Plans and strategies to increase admissions.

Projects Handled

LEAN SIX SIGMA – YELLOW BELT Project on reducing Consumer Walk-in: - Project for reducing the consumer walk-in was initiated across consumer care centers, Achieved 38% reduction in the walk-in against target of 25%.

Academia

Diploma in Computer Engineering from Punjab Technical Board.

H.S.C. from Punjab Board.

Personal Dossier

Father’s Name : Shri Hari Om Sharma

Date of Birth : 1st Sep 1980

Gender : Male

Marital Status : Married

Language Known : Hindi, English, Punjabi.

Date: Arun Sharma

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