Project Manager Customer Service

Lawrence O John

Ph: +91-994******* E-mail: *****.*****@*****.***

PROFESSIONAL SYNOPSIS

To grow with the organization using the best of my abilities and be a primary driving force for the company in achieving its Goals & Objectives. To set as an example for the team, by achieving the set targets (Financial & Production) of the organization and let the team learn and implement to be successful.

PROFESSIONAL ATTRIBUTES

Proven experience in handling operations, quality and people management for over 4 years

Employee engagement and development strategies for retention and to develop multi-skilled

work force

Efficient in handling High Level Process Mapping,

Deploying and monitoring Service Level Agreements

Strong track record in business and people development

Ability to make sound business decisions

ORGANISATIONAL EXPERIENCE

Pressmart Media LTD

Team Tead May 2009 to Till Date

Responsibilities Handled:

To assist the Project Manager in the day-to-day Management affairs.

Escalating suspicious activities to the management and assisting them in making decisions to curtail fraudulent activity.

Handled my team of 09 executives deputizing my Manager in his absence from time to time.

Maintain MIS for my team as well as the Quality Team gathering huge numerical data useful to Management and the Business Area at the same time.

Conducting Quality checks for the entire process and provide efficient feedback to colleagues.

Maintaining quality standards in the organizations by imbibing values of discipline and punctuality

Responsible for entering into Sales-force (tool) with all the companies through with Business agreements were made.

Arrange and Co-ordinate between the different departments involved in the smooth functioning of the business establishment.

Key Performance Areas:

Quality Management/ Audits

Monitored adherence to audit & compliance requirements with specific focus on Data

Protection, VISA & Master Rules, The Financial Services Authority Guidelines.

Ensured that Quality measurement tools are in place and that regular checks are conducted

in line with the Business Requirements

Conducted regular quality checks on transactions processed by the team

Operations Management

Ensured that the daily and monthly SLA requirements are met

Instrumental in implementing Service Failure (Complaints) System in Authorizations.

Formulated & implemented internal reporting systems for monitoring quality & business

performance indicators.

Generated weekly and monthly MIS

Capacities planning to ensure processes are business as usual

Process Knowledge & Management

Monitored the overall functioning of processes, identified improvement areas and

implemented adequate measures to mitigate operational risk.

Team Development & Management

Identified and implemented strategies for team building such as conducting motivational

exercises, team outing, performance & non-performance based competitions, to ensure

employee engagement targets are met.

Monitored team performance and identified areas of improvement.

Focused on staff development by virtue of creating opportunities for promotions and lateral movement into complex roles.

Training & Development

Developed need based training for developing multi-skilled work force for cross utilization

within the processes.

Delivered session on Data Protection, Group Risk Policies, Managing Standards, Absenteeism,

etc.

Imparted training to the team members on handling incidents, service failures and business

recovery.

Some of the clients that we cater to are given below:

UK USA Australia Southeast Asia

Trinity Mirror (e-Paper) Philadelphia Inquirer (ePaper) Geon Group (eMag) Wall street Journal

(epaper)

Birminghampost (ePaper) Sandiego Union Tribune

(ePaper) Blitz Publications (eMag) VietnamNews (epaper)

Turf Business (eMag) The Courier (ePaper) Metropol (eMag) ManilaBulletin (epaper)

Bushcraft (eMag) Media General (ePaper) The Examiner (ePaper) EDN ASIA (eMag)

Taste The Caribbean

(eMag) Cadmus Publications (eMag) The Mayne Publishing

(eMag) Summit Media (eMag)

PREVIOUS ASSIGNMENTS

VallyInfosystems

Mar 2006 to Feb 2009

Responsible for managing teams achieving excel business targets & service delivery norms.

Preparing, compiling & presenting weekly/monthly reports pertaining to staffing needs,

process capability & productivity.

Managing customer service operations for rendering and achieving quality services.

Providing value added customer services by attending to client queries. providing eMail

support to clients

Conceptualizing and implementing competent strategies with a view to penetrate new

Customers and expand existing ones for a wide range of services.

Developing and establishing network; monitoring the performance of team members to

achieve revenue and profitability norms by providing consistent and quality service.

Customer Care post sale induction of new trainees in the Marketing environment

Market Watch on Upcoming trends

ACADEMIC CREDENTIALS

1999 X from Central Model School

2001 XII from W.B.H.S.E

2004 B.A from Calcutta University

PERSONAL DETAILS

Fathers Name: Mr. James John

Marital status: Married

Date of Birth: 15-08-1980

Nationality: Indian

Religion: Christian

Address: CNCI Housing Complex CL 142 Salt Lake Kolkata 700091

Contact this candidate