CURRICULUM VITAE

Nitin Bhandari

Service Delivery Professional with 13 + Years of Progressive Experience in CUSTOMER SERVICE VENDOR MANAGEMENT E-COMMERCE TELESALES B 2 B COMPLAINT MANAGEMENT TELECOM & CALL CENTRE OPERATIONS.

Email :- adg1z2@r.postjobfree.com

Mobile: - +91-991**-*****

H.No – H-10 West Patel Nagar, H-Block, New Delhi-08

Objective

To shape a niche in the organization by achieving its business objectives through innovative and quality-oriented mindset.

Professional Synopsis

Worked with Snapdeal as a Manager - Customer Experience & Vendor Management.

Worked with Digicall Limited as Assistant Manager Operations.

Worked with Indiamart Intermesh Limited as Assistant Manager CSD.

Worked for SPICE BPO Services Ltd as Senior Team Leader Operations for 4 years.

Proficient in managing & leading team.

Career Achievements

Proven track record of success with consistent delivery of profit & productivity improvements

Successful team building and leadership skills, Maintained a good rapport with the clients and team members

Received numerous letters of recommendation, and appreciation from clients and management

Expertise in developing and executing strategic business plans that produce at the most effective performance levels

Conducted review and analyses of data to establish metrics and determine opportunities for improvement

Resolved operational and customer issues through in-depth coordination with cross functional/ cross divisional teams

Career Highlights

A-Manager-Customer Experience/Vendor Management (SNAPDEAL) Work Period: Mar’15~Aug’20

oOrganizational Detail :

Snapdeal is India’s largest online marketplace, featuring a wide assortment of products across categories like Mobiles, Electronics, Fashion accessories, Apparel, etc. With millions of users and 150,000 sellers, Snapdeal is the shopping destination for internet users across the country, delivering to 5000+ cities and towns in India.

Job Profile:

Managing End to End Operations for Inbound & Outbound Call Center(Sales Process) of 250 seats in total for In-house and Outsourced Partner, catering to diverse regions and languages PAN India.

Responsible for generating business by making data strategies, analyzing data trends and 100% optimization of the same by regular follow-ups on leads generated.

Entrusted with the responsibility of handling the E-Commerce, including hiring of advisors & providing pre-process training, customer centric operations & process enhancements.

Responsibilities also include in assisting sales team on data part and developing Process & Policies in regards to Performance Review and Reward & Recognition.

Facilitate modules on Soft skills, Leadership and Time management on regular basis for general professional development including post assessment.

Facilitate train-the trainer (TTT) programs at both the centers – In-house & Outsourced Partner.

Reviewing the performance of staff, identifying training needs and planning training sessions.

Identify the most effective learning technique and understanding the level of employee to be trained.

Interpret data from pre training/ post training feedback forms and make appropriate changes to training delivery.

Evaluate effectiveness of training programs through evaluation of pre-training and post-training scores.

Providing leadership and vision to the organization with the development of long range annual plans.

Responsible for the daily running and management through the effective use of resources with responsibility for setting targets as well as planning areas of improvement..

People management - Grooming & managing the team, Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.

Working closely on improving the process on various grounds. Providing recommendations on enhancement of customer experience and revenue.

Conducting and recording a fixed number of calls monitoring sessions on a daily/ weekly/ monthly basis. Calibrating the same with TQM Dept. to check on variances.

Monitoring random calls to improve quality while minimizing the errors and tracking operative performance.

Organizing staffing, including shift patterns and the number of staff required to meet the demand.

Transitioning and implementing new projects for smooth Go-live and with adherence to complete compliance policies.

B – Assistant Manager Operation (Digicall Teleservices Pvt. Ltd.) Work Period: - Sep’11 ~ Mar’15

oOrganizational Detail :

DigiCall was earlier known as Page point Services (I) Pvt. Ltd. Presently the company is owned by INFOTEL BUSINESS SOLUTIONS LIMITED. The company has call center operations in 10 cities across India, together having approximately 4500 workstations and more than 6000 employees in strength. DigiCall provides full range of inbound and outbound call center service solutions to its clients. Our Services cater to a diverse client base across Telecom, BFSI, Retail etc.

Job Profile:

Managing Team Leads & CCEs (total span of 160 agents) and work towards Process Excellence.

Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards

Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients

Personally coach, train and mentor direct subordinates and provided career development opportunities through training and quality management activities

To make necessary changes in staffing based on day of week, Call volume and other anticipated events

Monitors productivity of customer service representatives and generates reports.

Manages the sub ordinates and is responsible for overall direction, Co-ordination Planning, assigning and directing

Direct Client interaction, correspondences with client and its customers.

Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same.

C – Assistant Manager (IndiaMART Intermesh Limited) Work Period: December’10 ~ Aug’11

oOrganizational Detail :

IndiaMART.com is India's largest online B2B marketplace for Small & Medium Size Businesses, connecting global buyers with suppliers. The company offers a platform & tools to over 1 million suppliers to generate business leads from over 5 million buyers, who use the platform to find reliable & competitive suppliers. The company has over 4000 employees located across 75 offices in the country. Its existing investors include Intel Capital and Bennett, Coleman & Co. Ltd. IndiaMART.com offers products that enable small & medium size businesses generate business leads (online catalogs/store-fronts), establish their credibility (third party verified trust profile) and use business information (finance, news, trade shows, tenders) for their business promotion.

Job Profile:

Handling Complaint management of existing customers & feedback analysis of downloading one.

Managing Team of Exe & Sr Exe’s and works towards Process Excellence.

Promotion on Indiamart.com of existing customers.

To introduce & acquire new clients from the identified target segment of Small and Medium Enterprises (SME).

Client servicing of existing customer who are less than one year.

Monitors productivity & Complaint management of Vendor End.

Developing strategies to tackle the service issues & Upgrade them for different services of Indiamart as well as Promotion on Internet

D – Senior Team Leader (Spice BPO Services) Work Period: October’08 ~ December’10

oOrganizational Detail :

SPICE BPO services Ltd, a wholly owned subsidiary of SPICE Business Group. SPICE is managed by a team of professionals who have put in more than 100 man-years in the Telecom/ ITES Industry. SPICE also focused on sustainable value growth thru continued innovation in Customer Interaction Management with Clients are the Topmost Assets, Integrity, Passion to succeed, Good Team Work & respect all the individual

Job Profile:

Holding the position of Acting Assistant Manager

Managing Team Leads & CCEs (total span of 118 agents) and work towards Process Excellence.

Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards

Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients

Personally coach, train and mentor direct subordinates and provided career development opportunities through training and quality management activities

To make necessary changes in staffing based on day of week, Call volume and other anticipated events

Monitors productivity of customer service representatives and generates reports.

Manages the sub ordinates and is responsible for overall direction, Co-ordination Planning, assigning and directing

Direct Client interaction, correspondences with client and its customers.

Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same.

D – Team Leader (Spice BPO Services) Work Period: December’06 ~ September’08

oOrganizational Detail

SPICE BPO services Ltd, a wholly owned subsidiary of SPICE Business Group. SPICE is managed by a team of professionals who have put in more than 100 man-years in the Telecom/ ITES Industry. SPICE also focused on sustainable value growth thru continued innovation in Customer Interaction Management with Clients are the Topmost Assets, Integrity, Passion to succeed, Good Team Work & respect all the individual.

Job Profile:

Looked after Haryana Inbound customer service campaign for Idea with a team of 20 Headed

Working in close environment with the Manager & Support Team (Quality & Training) to ensure smooth and timely delivery of the agreed SLAs.

Accountable for daily performance of agents team in areas of productivity, goals achievements, meeting workflow deadlines.

Facilitate / coordinate agent skills assessments with Quality and Training department.

Responsible for Customer Satisfaction, productivity, Escalation, Service Level, driving the team to achieve targets & maintaining a documented track of their performance.

Interaction with team to implement and ensure adherence to performance, between operations and support functions such as Quality, Work-force Management, Transport, Assets.

Monitoring internal and external quality, agent productivity, absenteeism, and regular reporting to Operations Manger on overall project performance.

Rewards & Recognition:

Awarded as “SERVICE CHAMPION” & “MAGICAL MOTIVATOR” in SNAPDEAL.

Awarded as “EXTRA MILER” in SPICE BPO in the category of Best Assistant Manager.

Awarded as “RETENTION CHAMP” for controlling the attrition below the threshold for consecutive one year.

Initiated and successfully implemented “PROJECT LAKSHYA” to improve the External Quality Scores of agents falling below threshold.

Qualification:

Professional Qualification

2005 Graduation in B.Com from Delhi University

Academic Qualification

2000 Intermediate from CBSE Board.

1998 High School passed from CBSE Board.

Professional Skills

Highly Proficient in using MS office (Excel, PowerPoint, Word)

Personal Details

Name: Nitin Bhandari Marital Status: Married

DOB: 9th April 1982 Gender: Male

Nationality: Indian Contact No: 991**-*****

E-Mail: adg1z2@r.postjobfree.com

NITIN BHANDARI

o Team Management

Directly accountable for managing teams up to 250 CSA, 3 AM’s & 12 TL’s

Interacting with Support functions for staffing & scheduling requirements, performance reporting etc

Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.

Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.

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