Project Manager
Lionbridge
Total years of experience :17 years, 10 Months
Core Competencies
Operations Management
•Managing customer service operations inclusive of conceptualizing & implementing short / long term plans; managing teams with focus on excelling business targets & service delivery metrics.
•Assessing customer feedback, evaluating areas of improvements & providing critical feedback.
•Preparing MIS reports & other statements with a view to apprise management of Process operations and assist in critical decision-making process.
•Recruitment, training and development.
•Weekly and Monthly review on performance & improvement in all skill sets.
•Worked closely on Half-yearly and annual appraisals for Supervisors and advisors.
Quality Assurance
•Working on quality improvement projects for achieving continual improvements in service levels.
•Gap Analysis - Expert in analyzing process gaps and initial and implement plan based on analysis and historical data
•Developing and implementing training modules for call quality and ensuring its compliance
Client Servicing
•Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
•Taking escalations for resolving critical issues; ensuring Business Continuity.
•Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
•Implement requisite process and procedural changes to assist in maximizing contact centre value
Process & Project Management
•Mapping client’s requirements; assisting in developing, implementing and transitioning, customizing Processes in line with the guidelines specified by the client.
•Preparing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring conformance to Service Level Agreements.
•Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Team Management
•Interacting with Support functions for staffing & scheduling requirements, performance reporting.
•Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
•Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increased productivity.
Recruitment and training
•Identifying potential expertise for the team and assisting recruitment.
•Training and nesting team to meet client requirements.
Wipro is a global information technology, consulting and outsourcing company with 147, 452 employees serving clients in 175+ cities across 6 continents. The company posted revenues of $7.3 billion for the financial year ended Mar 31, 2014. Worked for one of the largest telecom provider.
•Managed team of 25 advisors.
•Handled inbound, outbound and email operations.
•Handling operations for premium customer service line.
•Catering PAN India telecom subscribers and ensuring customer delight.
•Handled outbound desk, in charge of resolution closure and up-selling.
•Handled OJT nesting and advisor grooming projects.
•Achieved 6% decrease in attrition among new hires
Serco is the largest domestic BPO service provider in India. PAN India presence with 33, 000 employees spread across 40 centres in 19 locations, and provides services in all Indian languages. At an organizational level, we handle over 600 million voice calls and 66 million transactions annually. Worked for a FMCG process providing Inbound, Outbound and email services to Retailers PAN India.
•Managed a team of 30+ customer service advisors
•Achieved 60% increase in first call resolutions during the first quarter.
•Lead inbound, outbound and email operations.
•Handled retail customer channel for leading FMCG Brand
•Worked closely and in coordination with Logistics, Media, Marketing teams & Franchisees to achieve the business objectives.
•Designing and implementing SOP for call center.
•Developing and implementing training modules for New and existing Advisors.
•Designed and drafted Induction training modules for new and existing advisors’ for Customer Service.
•Mentored team on Call behavior, communication skills and Employee Development.
•Created Scripts for Inbound / Outbound calls and email templates
•Developed, implemented and customized Quality Process in line with the guidelines specified by the client.
•Effectively launched and managed data for various start ups campaigns and collated documents, clients’ proposals and CRM, thus concluding fast results via analysis.
Prudential Process Management Services, Mumbai- UK’s leading pension provider
An Event Management Company.
Designation -
•Preliminary interviews and coordinating between clients & employees. Additionally, responsible for organizing events and managing clients.
•Go-to person especially during start-up phases of the organization.
•In-charge of event planning and budgeting.
Dissertation: ‘Impact of cultural diversity on employee performance’
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