Bipin بوثران

 Champion call center and escalation desk verticals, including enhancement in customer experience, quality and
improving operational efficiencies
 Overseeing high quality complaint and query resolutions and ensuring quality and stable operations
 Experience in setting up critical business units from the scratch and then scaling it up to optimum levels
 Successfully worked on creating models to maximize capacity, increasing efficiency through process engineering and
tech changes, thereby reducing costs
 Closely worked on processes & products to increase efficiency & efficacy of operations and getting the best
customer experience in an e-commerce environment
 Relationship building and relationship management in a high paced & collaborative environment
 Analytical and problem solutioning, to strategically lead with a strong transformational focus
 Vendor and account management utilizing exposure to banking and financial sectors

 Primary responsibility of revenue targets, client management, process management and team management.
 Manage and ensure expansion of content management operations for Indian and multi-national e-Commerce majors
 Implement business process initiatives and best in class practices
 Conduct quarterly business reviews with clients
 Process design - to standardize the organization’s workflows and setting up end to end delivery processes
 Systems analysis - the interpretation of business rules and requirements for technical systems

 Service responsibility for a large base of HNI corporate customers
 Managing vendor relations and defining SLA and guidelines and review, which serve as benchmark for
excellent service delivery thereby, contributing towards ameliorated revenue generation
 Identifying revenue leakages and fraud related corporate accounts
 SPOC for service escalations to the Chairman’s office / Nodal offices pertaining to corporate Mumbai circle
 Root Cause Analysis and implementation of corrective action reflecting on processes, systems and training

 Overseeing operations and ensuring successful Tele-Sales campaigns featuring launch of new products and services,
leading to incremental revenue
 Accountable for a sizeable team of tele-callers responsible for up-sell and cross-sell of products and Value-
Added Services on behalf of various telecom companies
 Build and strengthen relationships with clients to ensure business continuity
 Develop operational environment alongside solutions that enable people to deliver value to the customers.

 Overseeing the entire operational delivery including grievances and escalations.
 Creating awareness for driving process improvement strategy & methodology maximizing customer experience
and operational efficiency.
 Gathering capability gaps amongst the department and ensuring training and resources required to bridge the
same are adequately provided.
 Lending synergies between Quality, Training, Human Resources and IT to ensure business deliverables are met
and exceeding expectations.
 Generating MIS and other operational statements with a view to apprise the management of daily process
operations and assist in critical decision-making.
 Define and manage overall SLA’s for the verticals in terms of volumes, quality, processes and escalations.

 Interfacing across functions for launch and implementation of new products and processes.
 Develop operational environment alongside solutions that enable people to deliver value to the customer.
 Review and analyze operational statistics, CSAT, SLA, productivity and delivery of customer experience.
 Monitoring vendor activities, providing regular feedback to ensure smooth functioning of process outsourced.
 Maintain Pan India MIS reports and scorecards to gauge health of KPIs.
 Ensuring compliance is met on all process parameters as per IRDA regulatory guidelines.
 Automating and customizing existing processes.
 Conducting yearly appraisals and preparing departmental budgets as per historical trends.

 Monitoring daily performance of the team in terms of quality & quantity. Coaching and mentoring new agents on
the job and managing their performance.
 Ensuring smooth dissemination of information among team members in respect to new process / products,
conducting regular Product Knowledge tests to check the level of awareness.
 Meet and exceed process deliverables as per the mentioned SLA’s.
 Ensuring the process compliance as per BS 7799 standards and conduct timely audits to maintain high level of data
security and governance.