AREAS OF EXPERTISE

Supervising

Ability to motivate people

Strategic planning

Commercial Awareness

Equal Opportunities

PERSONAL SKILLS

High performance

Delegating

Decision making

Organising

PERSONAL DETAILS

Sudip Roy

Batenda West

Rajarhat

Kolkata-700135

M: 983*******

E-mail ID: adjh2t@r.postjobfree.com

DOB: 16/09/1975

Marital Status: Single

Nationality: Indian.

ACADEMIC QUALIFICATIONS

B.A. (JUNE – 2012).

EIILM University

H.S.C. (March – 2000)

NOS New delhi

S.S.C. (March – 1992)

ICSE New delhi

Saint Mary’s Convent

COMPUTER SKILLS

Software Packages :– MS Word, Excel and Power Point.

Operating Systems :- Windows 95/98/2000/XP/2007. Resume

Sudip Roy

Operation Manager

PERSONAL SUMMARY

A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members and individuals. Possessing excellent management skills and having the ability to work with the minimum of supervision whilst leading a team of twelve to sixteen. Having a proven ability to lead by example, consistently hit targets, improve best practices and organize time efficiently.

Now looking forward to a making a significant contribution as Manager with a company that offers a genuine opportunity for progression.

WORK EXPERIENCE

Company: Karvy (DOJ Nov’2018 to FEB 2020)

JOB Role:-Operations Manager

CLIENT:- PNB

I was taking care of PNB Banking process which was an inbound process

Sources of business: I understand from where our business came’s from and what are the largest contributors to our volumes.

We used to take care of inbound call done by customers and take solve their banking related queries. Took care of process training and capacity planning as well

Job Description

Job Description Develop, manage, implement, and deliver KPIs in line with the prescribed targets

Prioritize and organize work on a daily basis according to business priorities

Manage resources efficiently through peaks and troughs in the business cycle

Develop an in depth understanding of the technical aspects of the process

Facilitate smooth knowledge transfer within the team via well documented and updated training materials

Develop technical training expertise within the team

Provide direction and guidance to the team on a day to day basis

Set objectives for direct reports and conduct regular appraisals

Communicate regularly with team members via 1-2-1 meetings and team meetings

Manage and delegate work fairly and effectively within the team

Develop individuals to their full potential

Identify and develop leadership qualities in individuals and groom them for the next level

Responsible for managing attrition and absenteeism in the team.

Total team size was 250 with 2 AM and 16 leaders in total. Training AM was also reporting to me

.

PERSONAL DETAILS

Society,

201, M.F. Nagar,

M: 809-***-****

E-mail ID: adjh2t@r.postjobfree.com

DOB: 06/05/1982

Single

Nationality: Indian.

Concentrix Daksh.

(DOJ – MAR 2011 till NOV 2018)

JOB ROLE: Assistant Manager

Client :- Du Telecom, UBER, SBI

Joined as a Sr.associate with DU telecom process in 2011,

I was promoted to a trainer in 2013 and moved to Gurgaon for UBER process. I was promoted to ASST MANAGER Training in 2015 and have taken care of the entire transition in Vizaq and Chandigarh for the same process. I have trained approximately 45 to 50 batches myself within a short span of 18 months. The trained people includes QA’s, Trainers, OPS managers, one training manager and agents as well. I have received the best training manger award in the first quarter in 2016. During this phase I have handled Learning and development as well

I was moved to OPS in Aug 2016 as it was a pilot process. for SBI and moved to Vadodara. I have taken care of the transition there as well and initially was handling the inbound LOB. I have handled a team of 80 people. Along with this I have taken care of OPS interview, referral and if required L&D training as well. I have received the best manager award for 2 consecutive quarter. There were 4 team leaders who were reporting to me. I have handled the entire outbound LOB as well as the inbound LOB. The KRA’s which were taken care by me were Shrinkage, attrition, Quality, Login efficiency, revenue, roster adherence, AHT and daily SL.

WIPRO (DOJ – August 2008 till March 2011)

Client :- HP International

Customer Service Executive (CSE)

Duties:

Worked for Delhi Customers living in USA

Did troubleshooting over the phone and solve customers queries.

If required had the option of taking remote control to customer’s system

Selected as best agent twice

KEY SKILLS AND COMPETENCIES

Proven ability to manage through others.

Strong decision making and problem solving skills.

Able to motivate and help others in a team environment.

Excellent communication skills, both written and verbal.

An ability to build rapport and trust quickly with work colleagues.

Able to prioritise tasks and workloads in order of importance.

Track record of delivering results with deadlines.

Date : Signature

Place:

ACADEMIC QUALIFICATIONS

95/98/2000/XP/2007.

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