Senior Manager
Reliance Communications
Total years of experience :30 years, 8 Months
Delivery Skill- Expertise in Customer Service Operations, Human resource Management, Customer Service Delivery, Business Excellence, Service Assurance, Process compliance as per TRAI, Labour Law and Compliance management, Process excellence and Audit- Transactions, Distributor and Agency, Business KPI management, BPMS, Training& Development, Key Account Management Dealership / Agency management, Travel management, Financial services and CSat, Bank Reconciliations, AOP and Budgeting, Performance Management Services, Cash disbursement for finances, Loan management, Inventory Management.
Having capacity to handle a team of more than 150 members.
Professional Achievement:
1) Won best Supervisor for the month Sep2002 for maintaining CCR and SL above 90% each day of the month in Care touch.
2) Won Trophy for best Response Center (Gained 1st position across circle -Recognition for maintaining quality scores) and upbringing quality scores from 83% to 99.98% in 2004-2005.
3) Achieved 1st position 6 times in future Scape Audit in the year 2004-2005
4) Maintained consistency by achieving 6 times 1st position in internal audits by future Scape in the year 2005-2006.
5) Won CEO award and Presidents Award for Best knowledge worker for the year 2004-2005.
6) Star of the Month June06.
7) Completed Green Belt Project as a member of team-Reduction of billing complaints through FMEA in June2006.
8) Star of Quarter July- Sep2006.
9) Certified basic skills trainer awarded by Door International.
10) Insta-award October 2007, for consistently improving process efficiency.
11) Star of the Month Nov-2007.
12) Star of the Month- Feb2008.
13) CEO Award in March 2008 Process correction and improving PPI (Process performance indicators) of Pre Activation Cancellation.
14) KM Bonanza Award- 2007-2008.
15) Success fully completed 11YB projects in 2007-08.
16)Bright Idea Winner 20th Feb 2009
17) BB Mentor for 2GB and 12 YB projects under Business Excellence. Successfully completed with saving of Rs.2.9 mn through GB project in08-09.
18) Completed projects with more than 20 Crs annual benefit in Previous organization
(in 2010-12)
19) Lead Six Sigma Projects as deployment leader for Green belt project/ SIP/ CIP with Annual gain of Rs.7.8 Crs in current profile. (2012-13)
20) Rewarded as Best Quality person for the year (2012-13) for Completing Six Sigma worth approx 19 Cr annual gain during Year2012-13.
Present working:
Circle Training Lead In MPCG.
Key Assignment : Training and Certification of all CS verticals on Process, ROR training, Project management, and coordination for Audit compliance across Circle.
Previous Profile- Hub Lead Service Excellence & Audit for MP, CG and Orissa designated as Sr. Manager in Reliance Communications ltd. (Reporting to Hub CSD Head)
Key Assignment: Process management and Audit, CSMM, Drive Six Sigma projects, Impart training on Six sigma methodologies, statistical analysis and driving business KPI in Customer Service Delivery. Key Achievement-Completed Project worth 6.13 Cr in Q4(National Project)Completed Six Sigma Projects worth 19Cr savings annually (2012-13) and rewarded Best Quality Person of the year 2012-13.
Prior Working Profile as Regional Business Excellence Head for UPE, Orissa and Bihar and Jharkhand Circles (Manager) in Tata Tele Services Limited. (DOJ-12th July’2010)(DOL-10th Feb2012)
(Reporting to National BEHead)
Graduation: BA (Mathematics. Statistics & Economics) Post Graduation: M.A.Economics, PGDHRD, HDPCA, MBA HR, Six Sigma GB, Certified in Basics Training Skills, Certified in Ops Management.