Process Lead
FIL India Business and Research Services Pvt. Ltd
مجموع سنوات الخبرة :19 years, 5 أشهر
PROFICIENCY MATRIX
•Monitoring the overall functioning of business processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction (NPS - Net Promoter Score).
•Guiding the business-critical matrices and delivering operational cost efficiencies.
•Overseeing project lifecycle involving recognition, improvement, execution and post-implementation review.
•Evaluating the Customer Satisfaction Reports, Call Statistics & the Voice of the Customer Reports to identify trends and process gaps.
•Mapping clients' requirements and coordinating in developing and implementing processes in line with pre-set the guidelines.
•Preparing MIS reports, Team Stats on Error Ratio, etc. as well as providing the team with adequate training wherever required to reduce errors and achieve TCF (Treating Customers Fairly).
•Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
•Creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
Dec'13 - Jun’15 as
In Olam Information Services
•Proficiently provided Non-Voice (Operations), Technical & Accounts support to foreign offices
•Handled Vietnam & Ghana clients for Account Reports & ERP Oracle Software.
•Generating Month End Reports (Profit & Loss, Balance Sheet from ERP Oracle 8i)
•Successfully handled Year End Closing & generating Opening Balances in ERP
•Handled System Errors and Escalated Timely to Senior Management as per the requirement
PRECEDING ASSIGNMENTS
The Gurukul Institute, Chittoor, Andhra Pradesh as
* Trained more than 700-800 Students (includes Students, Lecturers, Accountants & Owners of Business)
* Trained Accounts to Non-Commerce Graduates who were interested to learn Tally
* Successfully placed Students as Accountants in Companies & Showrooms (Chittoor)
* Successfully handled 4-5 faculties
DDE Directorate of Distance Education
DDE Directorate of Distance Education
First Class
courses: Tally Accounting Software Course