RESUME

SIVA KUMAR BEHARA Voice & Text: 932-***-****

VARUN 1C ado63z@r.postjobfree.com

PAVAN RESIDENCY

GOPALAPATNAM

VISAKHAPATNAM-530029

Core Competencies

Transactional Quality / Analytics / Process Re-Engineering (DFSS) / Regulatory Compliance / Data Mining / Escalation Management.

Executive Profile:

Handful of work-ex in Analytics, Quality & MIS in Customer Service Industry.

Understanding & Managing Customer's perception.

Data analysis / Customer Experience Study to understand and fix the gaps.

Transactional Quality &Process Re-Engineeringthrough Six Sigma Methodology.

Data Mining using MS-Access, SQL & SAS.

Benchmarking within organization & with competition on key drivers.

Customer Satisfaction survey / VoC outcome management.

Regulatory Compliance & Escalation Management.

Professional Experience:

1. Asst. Manager - Business Analytics / MIS in Reliable(RSPL) Mumbai Nov '17 – Jul ‘20. Profile: MIS / Process Excellence & Payroll Management.

Continuous monitoring of all processes and metric improvement.

Sales conversation & Gap analysis for outbound processes.

Monitor Revenue dash board on daily basis and update to top management.

MIS Support & Payroll management.

2. Reliance Communications Ltd., Mumbai ( Sep’14 - Oct '17) Profile :Customer Service Lead – Qualityof Service & Regulatory affairs.

Quality of Service metric for Regulatory (TRAI) compliance and thereby Reduction in financial disincentives.

Escalation management for Appellate, Regulatory & DNC.

Managing Customer Acquisition audits & disincentives. 3. Quality & Analytics – Reliance BPO (2005 to 2014) Profile :Asst. Manager (Quality & Analytics) – (2008 - 14)

Provide defined Business Services in accordance with agreed Service Levels and Timescales.

CSat process monitoring & inputs for process re-engineering.

Quality Audits & Process Improvement projects across business partners.

Repeat Call / Service Request analysis for cost optimization.

Enhance Customer satisfaction through Customer Experience Study.

Benchmarking with competition on various Customer service areas.

Data Mining using MS-SQL & SAS for various business modeling and studies. PreviousProfile : Quality Monitoring Executive – (2007 - 08)

Transactional quality monitoring to check the process adherence according to the set guidelines.

Feedback & Coaching the Agents on process deviations observed.

Calibration sessions between Quality & Team Leads to have a common platform of understanding about the process & Products.

Grooming & certifying new Agents.

Circulation of Monthly Process Level Analysis to Quality & Operations. 4. Marketing Officer in USV Ltd. - Jun ‘03 to Nov ’04.

Marketing pharmaceuticals health products in the assigned domain.

Facilitating Brand awareness campaigns in the assigned territory. 5. Marketing Executive in DataproInfoworld Ltd. - Jan ’00 to Jun ’02.

Demonstration of course modules offered by the institute to the targeted segment.

Lead follow-up & Closure.

Projects:

Improvement in Activation Experience in Customer Acquisition.

Reduction in Unsolicited Commercial Communication (DNC) complaints.

Reduction in penalty for Quality of Service.

Introduced Self Care features (viz. USSD and SMS).

Automation of Customer Satisfaction/Feedback management.

Benchmarking activities on key products and services.

Analyzed reasons and trends for Repeat Call / Service Request. Suggested suitable measures to optimize the same for better metric.

Educational Qualifications:

ACADEMIC /

CERTIFICATION

BOARD /

UNIVERSITY

YEAR OF PASSING GRADE

MBA (Marketing) Andhra University 2003 First

Graduation in

Commerce (B.Com)

Andhra University 1996 First

Other Certifications

Six Sigma(Green

Belt)

Anexas 2012 Best Quartile

Six Sigma(Black Belt) Anexas 2013 Best Quartile

DCM (Diploma in

Comp. Management)

Datapro Info World 2000 A+ Grade

Technical Skills:

Packages : MS Office (Word, Excel, Powerpoint)

DBMS : Oracle (SQL & PL SQL), MS- SQL, MS-Access

Statistical Tools : MINITAB & SAS.

Process Re-Engineering : SIX SIGMA (6 .

Personal Profile:

Marital Status : Married

Languages known : English, Hindi & Telugu

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