Customer care and Field Operations Manager
Starlink
Total years of experience :13 years, 10 Months
*Preparing various operations development plan *Preparing profit plan by increasing the revenue and reduction of cost of operations *Preparing daily work report formats *Preparing operations key performance report on daily, weekly & monthly *Designing workflow chart for smooth operations *Various department process design, preparation, presentation, training and implementation *Monthly Invoice Checking Job Responsibilities of Customer Care Manager : * Arranging the schedule for customer care executives *Evaluating daily staff performance through well formatted performance report *Monitoring the inbound call handled ratio though IVR system and evaluating the individual executive capacity to handle the calls *Calculating the individual performance by comparing the calls handled ratio and performance *Assigning outbound call schedule to each executives and make sure there will no interruption in inbound calls. *Assisting the team in any kind of support by handling the calls or communication with customer and clients. *Coordinating with clients for get more task quantity Eg: Renewal and Reinstate list for pay TV customer to renew their package (outbound calls). *Evaluating the technical report from the outlet or repair center for device replacement. *Conducting weekly / monthly meeting with team in order to improve the performance and solving the issue’s they are facing. *Scheduling and coordinating with executives for the inquiries through social media like Facebook, Whats App, Twitter and LinkedIn Job Responsibilities of Field Operation Manager (Installation & Maintenance service of Ooredoo, OSN, Bein Sports and Starlink Security Solutions) : *Arranging the team to make sure for the smooth daily field operations. *Providing support to the field installation & Maintenance team. *Monitoring the team through well prepared daily work report format. *Calculating daily revenue and profit with respect to the cost calculation. *Re-arranging the team as per the business requirement to increase the productivity. *Monitoring the quantity of task assigned by the supervisor to each team on daily basis. *Plan to increase the completion rate of the applications by each team. *Well formatted report to monitor the daily applications handled by each team, completion by each team and also monitoring the daily revenue with respect to the daily cost of operation. *Weekly key performance indicator report preparation and present it to the management and to the team. *Conducting weekly meeting with team to find the solutions for their issues in the field and also receiving and reviewing their comments / suggestions to improve the productivity and the performance. *Conducting meeting with clients. *Coordinating with client representatives to assign us more applications in order to increase the revenue. *Planning the monthly target as per the remaining project value need to be invoiced in upcoming months. *Various process designed, prepared, presented and training and implementation. Some of the few listed below Customer follow-up process, Applications handling process, Vehicle inspection process, Vehicle usage process *Startup business plan prepared for Starlink security solutions. *Business plan prepared to handle back office and field operations of Ooredoo Installation and Maintenance department. *Successfully assist the outsourcing management to implement Ooredoo FTTx Phase 3 back office support project. *Providing technical assist to various outsourcing project.
Quality Performance Report preparation and presentation,
Recruitment and Training, Work force Analyzation, Budget calculation, Budget monitoring, Process preparations etc
(India) M/S LARSEN & TOUBRO (Dec 2011 to Present)
Designation: Lead Instrumentation Engineer
OMPL, Mangalore
Job Responsibilities
❖ Planning of various erections.
❖ Online analysis of erection progress.
❖ Handling Contractors like Emerson Process Management, Honeywell Automation
❖ Manpower handling in field.
❖ Training to other Engineers and Supervisor on both technical and Management.
❖ Supervise the calibration of Instruments
❖ Testing and Calibration certification of Field Instruments.
(II) M/S LARSEN & TOUBRO (Aug 2010 to Dec 2011)
Designation: Instrumentation Engineer
SRU, MRPL-PHASE-3, Mangalore
Job Responsibilities
❖ Drawing study, coordination with client, Preparation of erection procedures, coordinating execution activities, Training work men, Sectional interaction & development.
❖ Training to Technicians on work procedures & monitoring their working activities.
❖ Preliminary inspection of Instruments and Equipments along with QA.
❖ Instructions on Installation of the Instruments, related accessories & equipments including necessary racks, supports design and fabrication.
❖ Preparation of Installation &Termination reports, as built drawings and RA Bills.
❖ Excellent managerial skills in planning, maintaining sub-contractors and interaction with Customer.
❖ Online analysis of project progress.
❖ Manpower handling.
❖ Supervise the installation and calibration of Instruments.
❖ Testing and Calibration of Field Instruments.
COMPUTER SKILLS
• Operating System (Windows XP, Windows Vista, Windows 7, Linux, windows 98 and Ms DOS)
• Proficient in Microsoft Office (MS word, MS Excel and Power Point)
• Programming Language ( C, C++, FoxPro)
• Web Designing HTML
• Applications (Tally 9.0, Peach Tree, Quick Books)
• Networking & Troubleshooting Basic
• Computer Hardware Basic
• Software Installation
• Implementation and support of LAN's and Internet.
SI.NO COURSE BOARD YEAR OF PASSED % OF MARK 1 B-Tech (Electronics & Instrumentation) SRRF (Karnataka-India) 2010 68 %
2 PLUS TWO HIGHER SECONDARY BOARD 2006 67 %
3 SSLC KERALA BOARD 2004 60 %