With more than 48 months of experience in the international BPO industry, I bring forth a unique set of knowledge and skills, which includes an in-depth understanding of Business Processes, Structured Methodologies and Superior Leadership Capabilities.
Extensive and Diversified experience in Training and Coaching, Transaction Monitoring and Performance Consulting.
Career Objective
To learn, innovate and excel. The process of growth should never come to end.
I want to become a Leader who can be “The torch bearer” for his people and organisation. A manager who can use his management skills to guide people and the process, who is well known for doing the ‘Right Job Right’, motivating & helping people to grow and at the same time pave the way for his own growth.
Employment History
Oct 2009 – present:Lead
Gurgaon, Haryana, India
Omniglobe Information Technology
Jun 2008 – Oct 2009:Quality Assurance
New Delhi, Delhi, India
Wipro Ltd.
Dec 2007 – May 2008:SME(Assistance Team Lead)
New Delhi, Delhi, India
Wipro Ltd.
Oct 2006 – Nov 2007:Tech Support Associate
New Delhi, Delhi, India
Wipro Ltd.
Aug 2005 – Oct 2006:Corporate care Executive
Lucknow, Uttar Pradesh, India
Hutch UP east
Jan 2005 – Jul 2005:Crew Chief
Lucknow, Uttar Pradesh, India
McDonalds
Education / Qualifications
B A Lucknow University Graduated: March 2008 Grade: II
Lucknow, Uttar Pradesh, India
Skills Summary
Develop strong inter-personal relationships with the team to cohesively bond them together.
Productivity enhancement by training, motivation.
Driving the development of high performance and superior customer service.
Creating and team that supports client program, service and products effectively.
Recruiting, developing/training, coaching, motivating, retaining and evaluating qualified staff.
Ensure service levels are satisfied by leading floor management and workflow distribution.
Maintaining talk/wrap time, service, data and both customer and client satisfaction levels.
Ability to understand and analyse homogenous amount of data.
Proficient in MS excel & people management.
Focus on continuous improvement by analysing daily results.
Robust Transaction Monitoring approach to ensure quality and variance control.
Generating reports for understanding the overall Queue performance and checking if deliverables are being met.
