Project Manager
Key Box Technologies
Total years of experience :22 years, 6 Months
• Direct and Manage project team needs to meet the project delivery.
• Effectively communicate project expectations to team members and stakeholders.
• Liaise with project stakeholders on an ongoing basis.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and critical path.
• Plan, schedule & track project timelines & deliverables.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas
Responsible for on-time project implementation. Implementing Best practices through CSAT analysis, Benchmarking, Traversing Study, QC tools for high Customer Satisfaction & low Operational cost.
Duties:
• Client Management & Service Delivery for RCOM Business.
• Assessing Business requirement & Task handling based on priorities. Assessing need for Innovation, Integration & Development.
• Single point of contact for Escalations & Resolutions. Providing support, troubleshooting & coordinating with Vendors, BSS Ops, IT for problem resolutions thereby ensuring high standards of quality customer care.
• Support Customer Care teams for new product/service launch. Coordinating with PAN India Circle team & Hub Heads during product launch
• Analyzing & Publishing Servicebility reports. Trend Monitoring & highlighting chronic issues to get resolutions. RCA monitoring.
• Maintaining Customer Satisfaction Level via CSAT scores.
• Raising BR, tracking BR developments, conducting UAT’s and deploying of call flows. Tracking performance post deployment.
• Team Management
• Planning & Budgeting pay-out to voice-overs during the fiscal
• Requirement analysis given by Business/Client Services/Operations
• Feasibility check for the requirement raised by Client
• Content Management and Co-ordination with Voice-overs for recordings
• Tracking of Change Request raised and their closures within SLAs.
• Co-ordinating with Quality, Client and Technology for UATs and its closures
• Transaction monitoring of the Inbound Calls
• Ensuring Quality standards are set and followed for the process audited
• Call evaluation, Side-by-Side Monitoring and giving feedbacks
• Preparing Monthly reports (Coverage & Productivity)
• C-SAT analysis
• Team Management of 15 Voice-overs across locations PAN India
• Inbound Call handling of Telecom Process
• Handling Customer Enquiries & Complaints.
• Handling administrative affairs of the department like inventory, Course progress, Staff attendance & leaves.
• Inter-department co-ordination.
• Assisting HR Manager for feedback analysis, record keeping.
• Handling back office banking operations to provide excellent customer services
• Verification and updating of Add-on Credit Card applications.
• Documenting data for record maintenance.
Graduated in Management Studies with Ist Grade
Done certification course from ASQ in CQM/OE (Certified Quality Manager / Organisational Excellence)
Graduated from Commerce stream with IInd Grade
Completed Secondary Eduction with Distinction