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Customer Service Data

Location:
Delhi, India
Posted:
September 15, 2020

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Resume:

Jai Prakash Gupta

+91-821******* (M) ************@*****.***

OBJECTIVE

To utilize skills gained over past working experiences to mutually benefit the organization and self. Participate and assist in management decisions through statistical analysis to ensure efficient and efficient operations and consistent target delivery. Share knowledge and skills with team members for efficient and streamline functioning and also learning from the expertise of others.

ACADEMIC QUALIFICATION:

10+ 12 from the D.A.V Public School, Dhanbad (Jharkhand).

Bachelor’s Degree in Accounts (Hons.) from ST. Xavier’s College, Ranchi (Jharkhand).

EXPERTISE:

Aspect System Management Suite – Advanced call flows designing for various Customer toll free numbers across the Globe, facilitation of IVR and routing changes as per business requirements.

AT&T – Route it! Advanced call flows for managing US based plans which were mostly managed by UK CMC team.

British Telecom (BT): Call routing through cloud platform for various regions.

Advanced Excel (including queries from the server through SQL) and MS Office.

PROFESSIONAL WORK EXPERIENCE:

British Airways – Global CMC Team Leader ( April 2012 – March 2020.)

Joined as Service Advisor for British Airways and Iberia Airlines assisting Preferred Travel Agents with their Corporate and Celebrity Travels.(June 2012-August 2013.)

Promoted to Global Operations Management team as a Real Time Management Lead for managing Operations in CallBA.(August 2013 – January 2015).

Promoted as a Global CMC Exec in Global Operations Management team for managing our Global contact Centers like Newcastle, Manchester, Bremen and HKG.(January 2015 – March 2019).

Promoted as Global CMC Team Leader for effective management of Operations, Team handling, conflict management and Training new members in team.

KEY RESPONSIBILITIES & J.D (British Airways).

Disaster management or BCP handling in case of Emergencies such as Evacuation due to earthquake or fire and building evacuation, telephone systems down, any internet or specific tools outage etc.

Liaise with other BA Departments such as Ops Control, CSC, global Airport managers to proactively co-ordinate Global Contact Centre response in support of operational disruption or incidents.

Liaise with IM Support areas, IM Voice Services and IMSC to support identify and solve problems and to achieve timely and reliable support from them when needed

Regular contact with our Systems Integrity and Program teams to ensure input into Contact Centre strategic developments involving voice and telecoms technology, or operational change.

Point of contact and co-ordination for the rest of the airline in case of operational incidents that may have an impact on the Global Contact Centre operation.

Available 24 hours a day (on call out of hours) to solve problems, make operational decisions and share information.

Ensures all external suppliers deliver to agreed Service Level Agreements.

Identifies, diagnoses, endeavors to resolve and reports on ACD and related system faults, chases outstanding faults and ensures that all interested parties are informed and updated.

Team Handling:

Performance Management, Training needs, Coaching, Grooming, Appraisals (half yearly and annually), Delegating and assigning tasks, Quality checks and Feedback (Monthly 1-2-1).

Constant interaction with the Global Contact Centre management teams, Supervisors/Team Leaders on site regarding on the day operational performance and factors, which could influence delivery, to gain understanding and agreement on decisions affecting use of resources.

Data Reporting and Analysis

Data extraction for reporting purposes from the ACD server through SQL.

Data analysis through MS BI and MS PowerApps.

Communicating data to all stakeholders of the new project(s).

Data Analysis and Visualization in the form of Pivots and Graphs.

Proactively identify operational deficiencies and opportunities to improve daily operations.

Analyzing Data Trends and call arrival pattern for scheduling and forecasting purposes.

Performing Root cause analysis of internal and external data to answer specific business questions to identify and recommend opportunities for improvement.

Projects:

Managing end-end transition of new projects and ensuring flawless transition.

Interacting with stakeholders for timely updates, alternates, resolutions and suggestions to improve intended delivery.

Monitoring project health and risks pertinent to cost and SLA’s bearing in mind deterrents.

Effective delivery of business transformation projects as per set guidelines with risk assessment and evaluation.

Cost and Efficiency during project delivery.

Contingency Planning and Risk Management:

Evaluating risk to the business due to contingencies and variable components leading to a delay in the delivery of a project and effective communication to ensure that all stakeholders are communicated of any changes required.

Disaster management or BCP handling in case of Emergencies such as Evacuation due to earthquake or fire and building evacuation, telephone systems down, any internet or specific tools outage etc.

IBM Daksh India Pvt. Ltd.

Joined as a Customer Service and Sales Advisor for United Airlines dealing with International and NAS ticketing. (September 2010 - April 2012).

Floor walk support to new advisors and shadowing ops control team and assisting them for better delivery of SLA’s and various other Tragets.

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Contingency Planning and Risk Management:

Evaluating risk to the business due to contingencies and variable components leading to a delay in the delivery of a project and effective communication to ensure that all stakeholders are communicated of any changes required.



Contact this candidate