Operations Delivery & Project Management Professional

SIFY DGITAL SERVICES LIMITED (KOLKATA)

Summary

Operation Delivery Implementation Delivery and Mgmt, & Customer Project & 18 Management, + Years Relations. Delivery of Online Managing:Mgmt: Assessment - Analytical IT Service having and Management, Proactive strong background Operation E-Governance, & Operation P IT r o Infra j e c t, Skill Highlights

Operation Delivery & Project

Requirements Gathering

Requirements Analysis

Strategic Planning

Team Management

Vendor Management

Resource Management

Pre Sales

Delivery (Central

/State Govt./National

Level)

Process Mapping

and Documentation

Experience

Stakeholder Management

Supply Chain Management

Brand Management

Cold Sales

Troubleshooting

CRM

SQL

CCTV /DVR/NVR

Microsoft office

Web Technologies

Microsoft SQL Server

As s i s t a n t M a n a g e r Pr o j e c t s & Op e r a ti o n s - 03/2022 to Present

Assistant Manger Projects & Operation (ITEST, Sify Digital Service Limited).

Delivery / End-to-End solutions to Client regarding Online Assessment.

Delivery and Execution of Project (Managing East India Regions for Project delivery & Operations)

and Requirement Commercial gathering feasibility from as per Client the & Signed Analysis Agreement. of requirements, checking Technical NSEIT Ltd, a 100% subsidiary of National Stock Exchange of India(VARANASI)

Collecting Data from Client, Analysis of Data, Data Cleaning etc. Coordination Technical support with Production for executing Team Online for required Assessment. Software Development and other

(Vendor Center) Management Provider for Exam ( Managing delivery,Vendor Manpower Like IT Vendor Asset Provider, Management IT Infra etc.)

Manpower hiring deputation and training across the region

Candidate Mapping/Scheduling in eastern region (West Bengal & North East State)

Heading necessary functionary over all exam Documentation documents staff-activity) Venue (and Like- Spoc, Part finally Venue as Venue per submitting Confirmation Pan IT, Invigilator India with Level Letter, the & for Exam management. all NDA National Controller from the & State also exam those Wise venue, who Exam Undertaking are and managing preparing for exam exam & managing server and all

bushiness Attending meetings. Meetings Like :- Presentation with client, Pre-bid Meetings,and other

Post Examination Management: - Like Result submission and other Queries responses to Client.

Document other necessary Management: documents - Submitting to Client. candidate’s Exam related documents and

Record Management.

Assisting Client in replying for RTI related and other Queries.

Manged DEPARTMENT, Central OSSSC, & State DRDO,Government IIBF & BARC Project etc.in ) terms of Operations & delivery LiKe (BIHAR EDUCATION

Managing Government Client being Project Coordinator: - LiKe (NIBM, DGMS & TEJPUR UNIVERISITY)

Bill submission and payments follow-up with client. Sr. Centre Administrator (Uttar Pradesh Operation) - 10/2011 to 0 3 / 20 2 2

Being for NSEIT a Sr. owned Centre & Administrator external online handed exam centres complete along-Uttar with Pradesh 55+ Team Channel Size & for end various to end project. exam delivery operation

Being and exams.to and every sharing generating a, Sr. Making stack Centre with holder their Scheduling every Administrator invoices as stack per and defined holder for mapping used their in timeline to the timely hire candidate system. External payout. also coordinating as Venues Testing per city for readiness wise for external the and of exam venue online venues Purchase Examination, wise to conduct also Order sharing timely Making from venue and Head Agreement smooth master Office

Being session examination a for Sr. Centre the venue defined Administrator of Eastern project UP and Location. made also IT planning Audit plan manpower for External deployment Online examination for NSEIT centre venue, and Preparing External training online

Being examination a Sr. Centre of Eastern Administrator UP location. also responsible to resolve escalation call from NSEIT Centre and external

Being a Sr. Centre administrator handled multiple Project Like; Indian Railway, NTA, UPSI, IRDA, ETC

Always six audit. maintained IRDAI Centres Grading 5+ in all Internal Quality Audit, Vigilance audit from last five to

Being feedback a Sr. without Centre any administrator escalation always for NSEIT achieved Centre benchmark and gateway of examination. examination process with proper candidate

Candidate communication and feedback.

Consumable inventory control and management.

Reporting MIS to HO as per daily, weekly and monthly basis.

Timely escalation to different functions at HO and coordinating for troubleshooting.

Effective records keeping.

Vendor Management

Always on organization Generating growth. healthy relation with the client so that, escalation should reduced and we can more focus

Handling Owned for their. test overall Center responsibility as well as External related venue to Online exam Examination where big (volume assessment exam services) is going in to Easter conduct UP by for NSEIT NSEIT Ltd Project Managed

IRDAI NCFM NISM UIDAI Nextec IIBF RPF UPSI BHU ICSI ITI ((Railway) VIA (PSI) NTA Entrance Exam) IDEA Cellular Limited

Senior Executive - 06/2010 to 10/2011

Taken (Department care entire of Telecom) activity and of Nodal/TRAI Appellate Cases in Idea officer Cellular and NCH Ltd. (Captive National Unit. Consumer Helpline), DOT

Provided resolution through call and mail.

Created dashboard as per daily basis.

Proficiently taking care of MIS, like Daily, Weekly & monthly reports & Analysis.

Coordinating with vendor (Tech-Mahindra) for controlling first level escalation. SPICE BPO, NOIDA

Team Leader - 09/2008 to 06/2010

Handled escalation in prepaid billing & complaints.

Looking after call quality of each and every agent on daily basis.

Ensured abandon ratio to be below 2%.

Made monthly roaster for agents.

Proficiently taking care of MIS.

Made agent wise performance report and accordingly briefing them.

Daily meeting for 15 minutes in the evening with all agents to discuss about the issues of the customers.

Ensuring first time resolution of disputes for each and every call.

Made the entire agent’s login for the shift and make sure that required login is complete and mailing their attendance to the seniors.

Maintained floor decorum; take care of all work station.

Prepared Tagging Report and mailing it to concerned department for their outlook and record.

Ensured all the problems of the executives get resolved within the shortest time.

Made the VOC, Impact of Day & major issues & mail to relevant department.

Used to take briefing & debriefing & product training session.

Took training session for GPRS, VAS Services for Idea Delhi Prepaid process.

Involved in CRM transformation from (I-Care to Crystal) for Idea Delhi, Rajasthan and Haryana Pre-paid Process.

Generated complete “TAS Matrix” for new CRM, which is known as tagging header.

Worked as complete SPOC for all new Updates, information, escalation for any issue and briefing and debriefing session for entire shift for Idea Delhi Circle.

Taken care of entire Nesting Process for Idea Delhi Prepaid Circle.

Taken care of NI (Non Improvement) category employee.

Taken care of all kind of TAS (Tagging Error report) for Idea Delhi Prepaid Circle. Magus Customer Dialog Pvt Ltd

Senior Customer Care Executive - 03/2006 to 09/2008

Handled escalation desk for Idea UP (West), UP (East) and Delhi Prepaid Process.

Given product knowledge, filing complaints, VAS activation, and up selling product.

Taking Briefing & Debriefing related to daily updates of product.

Escalate all major issues which come on calls to concern person.

To provide the resolution to the executive’s queries and taking Escalations for them.

Taking care of Quality of executive during the call through barging and also ensure productivity metrics being met with due adherence to the CTQ’s (Critical to Quality) Benchmarks.

Maintain the Floor decorum and generating MIS like all tagging report, agent summary report, APR (Agent Performance Report) on daily basis for all the team.

Taking training session of soft skills for new comer. Education

Sl.

No. Course Institute/University/Board Year of Passing 1 Matriculation(SSC) BSEB 1996

2 10+2 HSC (PCB) Physics, Chemistry,Biology BIEC 2000 3 Graduation History (Hons.) Vinoba Bhave University, Hazaribag (2000-2004) 4 eDAST(Electronic Advanced Engineering) Diploma Software In CMC Limited 2003

Certifications

6 Sigma Yellow Belt.

NSE Certification on Situation Management.

Project and Customer Management by NSE Group

Scrum Foundation Professional Certificate - SFPC

Extra Curricular Activities

Cricket Team Player School/College/District Level.

State Governor award winner from BS&G.

Participated in District Quiz Competition.

Personal Details:

Name : Ashish Kumar Tiwari

Gender : Male

Date of Birth : 15th Feb 1980.

Marital Status : Married

Correspondence Address : H. No-D-57/58-13, Kasturba Nagar Sigra, Varanasi-221010

(Uttar Pradesh)

Email : ******.********@*****.***

Mobile : 987*******, 993-***-****.

Language Known : English, Hindi.

Date:

Place: Kolkata Yours Faithfully

(Ashish Kumar Tiwari)

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