Sales Quality

Name: Maninder Sehmbi

Address: RZ-*/** Tughlakabad Extension, Lane No. 12, Kalkaji,

New Delhi – 110019

Mobile: +91-770******* / 971-***-****

E-Mail: ******.********@*****.***

Skype id : maninder.sehmbi

CAREER OBJECTIVE

To work with an organization that will provide challenging opportunities to enhance my career growth, provide good working environment and help me to grow professionally.

CAREER ABSTRACT

Six Sigma Green Belt with ISO 9001 and 27001 implementer having more than 10 years of profound experience in customer service industry with more than 5 years of exposure in quality.

Managing a team of quality analysts

Recognized for improving operational effectiveness by streamlining the processes and increasing customer satisfaction.

Extensive experience in process training, call quality, ISO 9001 and ISMS 27001 internal with re-certification and surveillance audit, sales, and managing center operations.

CORE COMPETENCIES

Quality Assurance, Call monitoring, Training, Sales, Service support, Contact center management, Team handling, Administration, Implementing ISO 9001: 2008 & 2015 and ISMS 27001 : 2013, GDPR

PROFESSIONAL EXPERIENCE

OKS Group International Pvt. Ltd, Delhi, India Since 01’18

Website: www.oksgroup.com

Company Profile: OKS Group delivers global outsourcing solutions through people, processes and technology, specializing in publishing, LPO, BPO, data and healthcare.

Designation: Assistant Manager Quality Assurance

Key Result Areas

Handling call quality for voice US International outbound calling and data backend processes for European clients.

Ensure to have processes in place to meet customer requirements

Implementing ISO 9001:2015 and ISMS 27001:2013 to enhance business excellence

Conducted onsite and remote external surveillance and re-certification audit from BSI and Intertek

Prepare Risk Assessment Methodology and Risk Analysis for all processes by seeking opportunity to improve

Drive process orientation across the organization so as to increase efficiency and effectiveness of operations

Publish weekly and monthly reports to gauge improvement and performance trend across the processes

Impart awareness trainings and refreshers on ISO/ISMS

Preparing the organization to be in compliance as per Global Data Protection Regulation framework for Delhi and Chennai unit respectively.

Conduct Management Review Meetings periodically to ensure management system are made aware of changes, update, revisions, etc.

Drive improvements in Bottom Quartile performers

Organizing Rewards and Recognition and being a vital part of employee engagement team

Coordinating with internal departments to drive improvements in the process by eliminating Non-Value added approach

People Interactive (I) Pvt. Ltd., Delhi, India 03’14 - 01’17

Website: www. http://people-group.com/

Company Profile: People Group is one of India’s best known Internet brands & the world’s largest matrimonial service. It was founded with one simple objective is to provide a superior matchmaking experience to Indians all over the world.

Designation: Quality Team leader

Key Result Areas

Managed the performance metrics of Quality Coaches for Sales and Service of Shaadi.com

Responsible for managing the Quality (Voice process) of International and Domestic Sales and Service

Working with Bottom Quartile management team for enhancing the performance of weak employees

End to end task management in terms of Audits feedback and floor improvements

Define audit parameters for evaluation to gauge the level of understandings of the advisors

Introduced Internal Audit in Operations to bridge the gap and helps in identifying the loopholes

Prepare Internal Quality Reports and identify training needs

Define and Drive processes for continuous improvement through Quality Tools

Audit the calls of the agents and publish the Call Assessment Quality Dashboard

Active participation in all meetings (team huddles, calibrations etc.) and trainings as scheduled

Escalation audits and does RCA (Root Cause Analysis) to showcase the Controllable and Non-Controllable acts

Initiate Minutes of Meetings (MOM) with the management for the briefings and set the tollgate to review the improvement and implementation

Conduct R&R (Rewards and Recognition) to improve the morale of the employees and showcase their performance

Conduct Trainings/Refreshers/Product Knowledge Test and share the reports across the management

Driven projects on C-SAT/BQ improvement

Magus Customer Dialog, Delhi, India 10’12 - 05’13

Website: http://www.magusdialog.in/

Company Profile: Magus is a pioneer in Contact Center operations in the field of Customer Retention Services. At Magus, we have a fresh new perspective on how to manage customer relationships more effectively. We call it the “Magus Customer Dialog”.

Designation: Operations Team leader

Key Result Areas

Managed two crucial Inbound/Outbound projects named Michelin Tyres India Pvt. Ltd and GETIT Info Services handling customer service deliverables through Agents interactions in reference to their QRC (Queries/Requests/Complaints)

Managing the quality of the calls by preparing Call Assessment Sheet being taken by the agents

Client meetings in order to know where we stand by discussing the SLA’s and the calls open status

Takes care of the chat process of GET it info services

Follow ups with the AM/FAM/SSE/SPOC’s for the calls TAT and other related departments in order to know the flow of the call

C-SAT calls to the customer in order to welcome there feedback/suggestions

Root-Cause-Analysis of the complaints being logged and takes proactive part in resolving them from the grass root level

Audit the calls of the agents and publish the Call Assessment Quality Dashboard

Publish quality assessment Reports/Dashboards

Driving the team to achieve sales targets

NSE.IT Ltd, Delhi, India 01’10 - 12’11

Website: http://www.nseit.com/

Company Profile: NSEIT Limited is a 100% subsidiary of the National Stock Exchange of India Limited (NSEIL). It offers technology consultancy and development services for the financial services industry, primarily for Indian markets.

NSEIT's offerings comprise assessment services, application services, infrastructure management, Integrated Security Response Centre, or ISRC, Testing Centre of Excellence and data analytics.

Designation: Test Administrator

Key Result Areas

Conducted various online exams on daily basis like NCFM, IRDA, IBPS, etc.

Sending various reports and updated on regular basis

Worked for ISO documentation and various statutory compliances

Travelling to various centers as per requirement

Preparing MIS reports

Team Lease Services Pvt. Ltd, Delhi, India 12’06 - 05’08

Website: http://www.teamlease.com/

Company Profile: Team Lease is the one stop solution for all your employment related services. We provide diverse HR solutions enabled with the right combination of people.

Designation: Logistics Coordinator

Key Result Areas

Worked as a Logistics coordinator placed at client “Hewlett Packard”, handling core spare logistics of Intel/Alpha/Unix Servers and Networking calls being one of the key roles of GPSC (Global Parts Supply Chain) department

Ensure the ETDs (Expected time of Delivering the spares) to be met to provide the sound service to the customers and maintain the SLA (service level agreement)

Maintaining WIP (Work in Progress) report by following up for the defective returns from the customer end and keep a track of the inventory rates

Making BFT (Business Fundamental Table) reports along with the daily productivity reports of each agent and review them

Follow-up up with the channel and account managers for any escalation issues

Responsible for handling direct HP authorized partner’s escalations for North India

Disputed Cases Investigation/Process Training for Partner/DOA Tracking/Transit

The Secretary Consultant, Delhi, India 10’01 - 04’02

Website: http://www.vodafone.com

Company Profile: Vodafone Group plc is a British multinational telecommunications conglomerate, with headquarters in London. It predominantly operates services in the regions of Asia, Africa, Europe, and Oceania.

Designation: Call Center Executive

Key Result Areas

Worked as CCE at Essar Cellphone wherein job involves solve customer queries through letters, faxes via

E-mail at back-office Written Communication (WCOM) department

Call customers and update them about the special offers and tariff plans

Process customer calls being logged by CCE agents and maintain daily reports

Ensure the service level agreement should meet the customer expectations

Taking feedback from customers about the services provided

ACADEMIC QUALIFICATIONS

Executive MBA in Operations and Production Management from Karnataka State Open University, Mysore, Karnataka University, India in 08’14-03’15

Bachelors’ in Arts(Political Science) from Shaheed Bhagat Singh College, Delhi, Delhi University, India in 08’97-08’00

Certifications/ Diplomas/Trainings

Six Sigma Green Belt Certified, Advance Innovation Group, Noida

ISO 9001:2008 Implementer’s Program (QMS) Certified, Advance Innovation Group, Noida

EC-Council Certified Secure Computer User(CSCU), Delhi

Professional Diploma in Web-Centric Computing (DNIIT) from NIIT, Delhi

Trainings attended for Customer Delight, Implementation of ISO standards 27001:2013 and 9001:2015

Online training completed for ISO 22301:2019 BCMS from Udemy

Achievements

Appreciated by Operations in shaadi.com for driving continuous improvement in their Sales conversation ratio and uplifting C-SAT metrics

Appreciated by the client Michelin India and GETIT for smooth functioning of the process and meeting customer’s expectations

Appreciated by supporting managers and vendors for providing best customer support in HP service center

Awarded and Endorsed by HP Partners for providing sound and timely services

Achieved 98% performance rate in WIP spares dispatches in Hewlett Packard GPSC Team

Signature:

MANINDER SEHMBI

Contact this candidate