Manager Operations Customer Care

Yogendra Kumar Upadhyay

Cell +91-895******* / Off.- 0565, 3550799

E-mail: ********.********@*****.***

************@*****.***

**********@************.***

Web add – www.uoutsourcing.com

Office Add.- Building No. 137, Rukmini Vihar, BSA Engineering College, Mathura, Uttar Pradesh – 281004.

Object: To work in a dynamic environment that provides me a wide spectrum of experience and exposure. To bring a dynamic and versatile portfolio of skills at work place and to serve the organization with positive attitude and efficiency.

Synopsis

Thirteen years of experience in managing wide spectrum of service sector in various rolls.

Versatile experience to achieve the target (KPI & KRA), handling the people and multitasking

An astute, result-oriented leader with proven success of more than three years of cross experience in Team Management, Training & Development, Process Management, Operations Management & CRM.

Proficient at managing & leading teams.

Experience of developing procedures and service standards for Business Excellence.

A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and strategizing.

Acquired experience in successful Transition and launch of the new businesses within the organization

Achievements & Awards

•Scholarship for PGPBM (Post Graduate Programme in Business Management) offered by Aegis Ltd.

•Certificate Programme in Services Management offered by IIM Indore

•LEP (Leader Ship Essential Program) certified from Aegis Ltd.

•COPC (Customer Operation Center) USA certified with Honors

Core Competencies & Skills

•Handling people and multitasking

•Effective team builder and focus on performance based on hard work & positive approach

•Customer service management specialized

•Professional communication skills, Analytical skills, people management skills, data management skills, interpersonal skills, Leadership skills and computer skills

•To Serve our client in cost effective ways and quality assurance

Professional Experience at a Glance

Upadhyay Outsourcing Private Limited

Director & Founder

Nov-2020 to till date

Drishtee Foundation

Project Manager

May-2013 to Nov-2020

Aegis Ltd. GURGAON

Assistant Manager – Operations (SSTL Inbound)

Dec-2011 to Nov-2012

ICEM

Management Course (PGPBM) sponsored by Aegis Limited

Sept-2010 to Dec-2011

Aegis Ltd.

Promoted as a Team Leader (Airtel Inbound)

June-2010 to Sept-2010

Aegis Ltd.

Customer Care Executive (Airtel Inbound)

Feb-2009 to June-2010

Job Responsibilities & Project involvement Drishtee Foundation

Managing the center activities in a professional and profitable manner.

Delivery of processes along with Quality Assurance and Audit.

Recruitment and Training of agents for the required work.

General Administration of center.

Understanding and documentation of client requirements.

Preparing daily and weekly work reports.

Planning and budgeting.

Liaison with government and private agencies.

Ability of multitasking and handling multiple roles.

Ensuring punctuality and discipline among agents.

Building the capacity as per project required and deliver the service as per client’s norms

Projects Involvement: - BPO, Education & skilling, Microfinance, Data Capturing for research, Capacity building of the organization & Financial Inclusion.

Assistant Manager Operations for a Domestic Telecom Process (MTS Rajasthan)

To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources

To ensure the development and maintenance of Standard Operating Procedures and other documentation to ensure uniformity across teams and processes

Responsible for process deliverables as per agreed SLA's

Ensure that attrition is managed in the business and the right people with the right skills are recruited into roles by being actively involved in hiring

Handle escalations - internal from within the organization and external from clients

Liaison with various departments within the organization

Take the lead in implementing new systems and processes

Actively participate in business conference calls and suggest areas of improvement

Address any people management issues on the operations floor

Shift management and floor planning and capacity planning.

Conducting review sessions periodically and identify the areas of concern and suggest improvement plan for the same

Team Leader Operations for a Domestic Airtel DTH Process

Rresponsible for ensuring that the team meets and exceeds the client standards for production and accuracy on a consistent basis

To identify and mentor/coach non-performers in the team

Take regular team huddle/meet to identify any communication gap/ process update requirements

Formulate plans/ practices that enables the team to maximize their output in terms of productivity and accuracy

Ensure that quality audits are reviewed and discussed with the team to ensure that the errors are not repeated

Positively respond to peak work volume/ pressure situations and have a motivating influence on the team

Conduct performance review of respective team members on a monthly & annual basis

Maintain focus on development needs of team member and provide support through OJT mentoring / liaison with training function for specific needs

Actively participate in various functional workgroups to enhance organizational effectiveness

Send weekly rosters and coordinate with transport to ensure smooth, safe & timely presence of team members

Maintain floor discipline and implement all HR policies in a fair and transparent manner

Customer Care Executive in for a Domestic Telecom Process (Airtel Raj)

Handling inbound calls and provide a resolution on call

To achieve all KPI with well performance on daily & monthly basis

Gaining the bride experience with a exposure

Education Profile

PGP in Business Management (ITES)

•Post Graduate Programme in Business Management from Aegis Global Academy, Institute of Customer Experience Management, Coimbatore (2011) + IIM Indore + SQC Singapore + COPC (USA)

B.A. (Graduation in English)

•From Dr. B.R.A. University Agra

H.S.C (12th )

•From U.P. Board

S.S.C (10th)

•From U.P. Board

Specialization Projects

•In-house Customer Experience I - 7 days at 365 Media

•In-house Customer Experience II- 4 days at Airtel & Tata Tele services

•Customer experience management program in rural area -4days (Gram Darshan-1)

•Gram Darshan-2 project about to understand consumer behavior

•Service Quality Center Singapore two Week Program

•Internship with Aegis Ltd Jamshedpur in Airtel DTH Process & Airtel Tele Verification process

Other Qualifications

Internet Tech : Asp.NET, VB Script & HTML.

Basics Computer : MS-Office (Word, Power, Excel).

Subject Language : Mobile Computing, Network Theory

Personal Dossier

D.O.B

Father Name:

1nd Feb. 1981

Ram Swaroop Upadhyay

Residential Address

Village –Karanpur, Post– Parakham, District – Mathura

State – Uttar Pradesh-281122, India

Present Address

D-Block, Mamta College, Rukmini Vihar, BSA Engineering Road, Mathura, Uttar Pradesh -281004

Hobbies & Interests

Social Service, Playing Cricket, Watching Movies

Languages Known

English & Hindi

Nationality

Indian

Place: Mathura

Date : Signature

Contact this candidate