Kamini Gandhi

090-***-****

adibiq@r.postjobfree.com

Professional Summary

An ardent BPO Manager Operations with 3 years good exposure of managing operations (Inbound), Technical support, Workforce, Capacity planning. Adept at communicating with primary commercial clients to ensure that business meets quality and efficiency standards. Proficient in quality control procedures. Having started out in entry level customer support roles and worked through the ranks to executive and management positions,

Have an aptitude for learning and to adapt in new environment with ease. I am open to opportunities in different fields and ready to be committed give my hundred percent. Core Qualifications

Extremely adept at managing and planning projects in accordance with client guidelines. Proficient in the use of Web technologies to maintain contact with offshore clients. Finance and data analysis skills. Build & maintain business relations with people on all levels with an eye for details and future vision. Nurture and ensure customer service & satisfaction at all times with a CAN DO attitude. Work well independently as a Manager, Leader and a Team member. Employment History

Contact Center Training and Quality Freelance Consultant, 2010-2014

New Delhi, India.

Managing and providing new call center projects.

Strategic planning and preparing action plans

Implementing quality, and customer-service standards.

Ensuring timely audits and identifying system improvements and implementing change.

Effective communication with the management for decision making.

Focus on Improving Customer Service quality

Conducting and maintaining good communication with suppliers to ensure all POs are produced and delivered on time.

Improving performance by updating with new Techniques, advisories and problem resolving solutions.

Handling projects from strategy, planning till execution.

Build process driven financially sound solution aligned with business goals.

Deliver and action and outcome based on customer needs.

Establishing and maintaining good business relationship with customer.

Plan and execute the Regional training strategies as outlined by the Regional TQA Head at a per country level;

Be in-charge of allocating training and quality resources per country to ensure that enablement and quality initiatives are delivered on a timely manner;

Lead the in-country training and quality work streams and is accountable in ensuring overall end- to-end delivery of initiatives are executed and completed by the Training an Quality Executives - which includes new hire training, recursive training, performance improvement enablement programs, audits of voice and non-voice audits as prescribed, coaching and providing feedback to the Customer Experience agents;

Track training and quality initiative results, and reports progress to the Regional TQA head;

Ensure that the Training and Quality Executives are provided feedback and development in delivering their tasks, while referencing the set Objectives & Key Results (OKRs), and provides recommendations on their performance;

Monthly and Quarterly review for the Regional TQA Manager. Manager Operations

2008 - 2010

Jindal Intellicom Contact Centers Pvt. Ltd.,

New Delhi, India.

Managed a team of 6 Team leaders, 2 Quality supervisors, 1 Process developer a Trainer and Handling minimum span of control of 105 Agents.

Determined project goals and prepared project completion schedules and budget.

Acts as liaison between client Operations, Finance, I.T., Business development, ensuring positive Two-way communications of priorities, issues and concerns

Established and maintained good business relationship with client based in U.S and Canada.

Three projects for single client -Inbound calls, email response and a part of outbound.

Ensure SLA’s are met without fail and implemented quality assurance procedures.

Monitored client programs and identified potential risks.

Nurture customer relationships and fosters customer intimacy.

Hiring and internally promoting staff. Coaching Team and helping them in identifying their opportunity areas for improvement with extensive focus on retention of manpower.

Participate in driving and deploying quality improvements, process improvements, business systems enhancements and process standardization.

Senior Team Leader

2007 - 2008

Supervision of 4 team leaders, leading a team of 16 Customer service reps. Train and cross train representatives. Modifying and Improving service as per client satisfaction. Assisting in the development of new policies and procedures. Data Analysis and reports for client. Successful retention record. Team Leader

2006 - 2007

Leading a Team of 16 Customer Service Representatives. Performance analysis, preparing reports and assisting agents in client calls. Participate in client discussion. Assistant Team leader

2005-2006

Leading a Team of 10 Customer Service Representatives. Performance analysis, preparing reports and assisting reps in client calls.

Customer Service Representative

2003-2005

Promoted as Senior Customer service representative. Providing technical support to U.S based customers. Floor Management. Review Key Performance Indicators. Overseas Liaison Executive

1999 – 2003

Whirlpool of India Ltd.,

New Delhi, India.

Manage Imports and Exports of Spare parts with customers in India and overseas suppliers. Inventory control, Logistics & Procurement for 18 branches in India. Performance analysis of financial activities of Exports and Imports. Procuring spares and assisting in services after sale. 1998 – 1999

Service Support Officer

Manage Service partners in northern region. Customer Care and after sales service. Scheduling Company Service Engineers and ensuring fast and satisfactory service for clients. Promoted due to outstanding work performance.

Education

Kamala Nehru College, Delhi University

1991- 1994 Bachelor of Commerce.

Computer skills

Excel in MS Office.

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