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| Client Relationship Manager | | | Ref. Number: | CRM11361 | | |
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| Personal Information |
| Personal Profile: | | More than eight years of management experience in increasingly responsible positions in customer relationship management and call center operations. Specializes in establishing new operations, outsourcing program startups and turn arounds of poorly performing operations and unprofitable facilities. Managed new and revived call center operations in Dubai, South Africa and India with over 200 direct reports. Maintains responsibility for the operations management and supervision, client relations, personnel recruitment and training, quality assurance and performance. | |
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| Education: | Bachelor Degree |
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| Date of Availability: | 1 months notice |
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| Current Position |
| Current Job Title: | Client Relationship Manager |
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| Current Location: | Bangalore |
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| Current Salary: | 20-40,000 $ |
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| Preferred Position |
| Preferred Job: | Client Relationship Manager |
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| Preferred Location: | Chennai |
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| Preferred Salary: | 20-40,000 $ |
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| Education | | B.Sc. North Eastern Hill University, 2000. | |
| Working Experience | Jan 2006—Feb 2007: Call center manager of AbsolutValu in Cape Town, South Africa
Recruited by the African Management Service Company (AMSCO) as a turnaround and institution-building specialist. Solely responsible for operations, human resources, back-office administration, training and performance improvements.
August 2004—December 2006: Startup manager, Trans World Wide call center (TWW) in Bangalore
Managed the initial outsourcing of programs from TWW to facilities in Mumbai, Hyderabad, Pune and Delhi until TWW was in a position to move those programs in house. Maintained responsibility for facility design, personnel recruitment, training and process development. Supervised the process migration and ramp up of an inbound program from the U.S. to Bangalore.
December 2003--July 2004: Project manager at the Mainstay call center facility in Bangalore
Responsible for inbound technical support programs from Time Computer, Tiscali, NTL and Cirrus Logic.
Nov. 2001—December 2003: Customer support leader at the Hutch in Bangalore
Served as the single point of escalation for 60 call center agents while managing complaints.
March 1997—October 2001: Group manager at the main NIIT
Responsible for program management and training of four groups of twelve agents each. Managed a software development project for Accolade. | |
| Other Skills | Provided technical training to management and staff at Canara Bank, India’s National Finance Department, the central excise office, the State Bank of India, and India’s Criminal Investigation Department (the CID).
Conduct baseline evaluations and gap assessments. Translate client goals into implementation plans.
Establish and strengthen business processes and operational systems in order to meet or exceed client expectations. Develop and supervise plans for recruiting, training, process migration, ramp up, quality assurance, ongoing operations and replacement recruiting and training. Take a lead role in institution building and the strengthening of management capabilities. Achieved ISO 9000/2000 program certification for call center and BPO operations.
Technical knowledge : JSP, JDBC, C++, ASP, Java and VB scripts, HTTP, SqlServer, Sybase, TCP/IP, Unix, Windows 98,NT,2000,XP |
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