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| Area Manager | | | Ref. Number: | CRM11398 | | |
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| Personal Information |
| Personal Profile: | To establish myself as an asset in the field of Customer Relationship Management and Project Management . I hope to work with a team of enthusiastic members, in an environment, which is conducive to personal and professional growth.
I have over 12 yrs of experience in Customer Service and Management | |
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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: | Area Manager |
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| Current Salary: | >100,000 $ |
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| Preferred Position |
| Preferred Job: | Consultancy |
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| Education | B.Sc. ( Hons) Zoology from Maitreyi College , Delhi University ( First Division)
All India Secondary School Certificate Examination (ICSE) from Kendriya Vidyalaya, New Delhi ( First Division)
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| Working Experience | Position Held Area Manager Technical Support (Operations) Dell International Services Hyderabad
Period 05 June 2006 Till Date
Profile
Managing a team of 100+ team members including Frontline Managers . Managing two technical processes (Voice and Non voice process)..Ensuring the process is in compliance with SLA requirements.
NON VOICE PROCESS (Dispatch ) Managing a team of apprx 40 technicians primarily involved in reviewing /clearing and activating the dispatches created by Technical Support team. Provide IT support to Customer care Dispatch process with Care business specific tools. Managing and approving of SRS, Designing, Development, Testing and Implementation of new tools and improving the existing tools within Dispatch process. Apply Six sigma methodologies to identify defects, NVA and risks and improve existing process. Conduct Quality testing for the developed tools before authorizing implementations and launch versions. E.g.,
Data mart creation for Dashboard Reporting - for Dell Tech Support Businesses-This Data Warehouse caters to the Reporting and Analytic requirements across various processes involving BPO and Technology operations. Data will be extracted from a wide array of CRM, FTP and OLTP systems in different formats, Transformed & Loaded into the EDW through Microsoft SQL Server DTS and users will have access to a 24/7 Single Sign-on enabled MS reporting services suite. Also, played a key role for processing ad-hoc and enhancement requests.
RTRT (Real Time Reporting and Tracking) - This is a Data mart from which the client can access most recent data and can do analysis using MS reporting services. All outgoing call details are captured by Composite Database and will be extracted using SQL DTS by the Enterprise Data Warehouse for every 2 hrs, there by providing the end uses with the latest data.
Dispatcher Tool- The system takes care of all activities required for processing dispatches. The system was developed using SQL server, VB.net, C# and Crystal Reports. The Direct reporting team of Sr. Manager and Analysts will be involved in the Requirements definition, analysis, design, coding, testing and implementing, Designing and develop Web services Server and Client, Coded triggers & stored procedures for predefined manipulations in SQL server. Utilize Crystal reports for generating complex reports. Use error collection to handle & fix errors. Analyze the critical paths
Testing Formulate the test plan and prepared System Test Documentation in compliance to the Quality procedures.
Documentation of strategies for problem free system enhancements.
CTS Portal -This is an intranet portal used by Tech support employees worldwide. The portal has tools which facilitate most of their functional requirements for handling and monitoring special dispatches. The portal was developed using Java, Scripts, SQL Server and IIS. Implement standard web page templates for consistent look and feel. Designing, Managing, Testing and Implementation of the project. Implemented different access levels for data security. Implement administrative functionalities for managing the portal. Ensure all phases of implementations are reviewed periodically and meet the deadlines of different phases while maintaining high satisfaction level till the successful end of the project.
Maintain the quality standards at various levels by preparing checklists and quality documents.
VOICE PROCESS ( Dell Service Provider Technical Support ) - Managing a team of approx 70 team members providing telephonic technical support to onsite Dell authorized Technicians ( vendors) . Responsible for successful transitioning of the DSP process from a partner site to Hyderabad .Transition was conducted in a projectized manner by applying Project Management Knowledge Areas and processes. The process involves high end trouble shooting and isolating technical issues with Dell consumer products. Work closely with Vendor Management team to ensure Dell customers receive high standards of service. Identify training needs for Dell technicians and liaison with Technical Excellence Organization ( TEO) in reporting unresolved issues with Product group / Manufacturing team etc.
Current role also includes People Management skills , Hiring talent , Staffing Management and Interdepartmental relationships ( HR , Finance , Call Centre management team , Senior leadership , Training etc ) and managing day to day operations and meeting business goals.
Position Held Manager Resolution Services (Operations)- GE Consumer Finance Servicing
Period 29 November 2004 04 June 2006
Profile
Manage Dispute process ( Non Voice) for Private Label Credit Card ( PLCC) client inquiries. The process involves addressing Monetary Transaction inquiries (Payments, Promotions and Credit Balances ) routed through emails, written letters / complaints and call center work cases. Resolution Services is one of the largest portfolios of Backend operations in GE Consumer Finance Servicing Hyderabad.
Currently managing a team of 30 direct reporting associates .The role briefly involves:
Ensuring the process is in compliance with SLA requirements.
PROCESS Conduct structured Time and Motion study to establish accurate AHTs for the process (Applying Project Management skills)to deliver maximum productivity. Conduct monthly staffing requirements and ensure FTE billing is validated. Implement new and effective changes to increase productivity and Service levels. Manage performance through digitization, testing the inhouse tools developed and get necessary approvals and implement at the earliest. Conduct and Monitor Quality audit to ensure process is meeting compliance requirements. Ensure optimum shift utilization to save cost. Encourage Lean Ideas to eliminate unnecessary steps and increase process efficiency. Control Schedule adherence and attendance issues. Manage remote transition of low skill processes. Conduct Hot and Cold tests for new process transitions and give updates to the testing team. Transitioned back office Finance functions of key clients with Audit Job aids / customer letters and ensure all latest updates and process changes are incorporated. Ensure attendance for client calibrations for SMEs and Universal Coaches on process Quality.
PEOPLE - Ensure employee awareness of policies and Procedures. Maintain attrition below target by addressing employee issues in a timely manner. Provide a skill set match opportunity to employees. Motivate through regular, timely and transparent reward and recognition programs. Explore lateral growth for vintage associates and develop their skills to take on higher responsibilities. HR and Finance concerns are handled in a timely manner. Conduct monthly one on ones, regular huddles and shares important updates directly with the teams. Ensure process refresher training and online assessments are conducted on regular basis to improve process knowledge and close learning gaps.
CUSTOMERS - Identify, develop and enhance customer service deliverables. Maintain relationship with Operation leaders at client end to ensure customer requirements and expectations are met. All meetings / conference calls are structured and all action items are tracked and closure is reported within the target date. Service level reports are discussed biweekly and update is shared on defect analysis. Share BCP update on any issues that may impact the service levels due to any unforeseen circumstances like technology issues, emergency, movement of processes to another site etc. To ensure highest standards of customer services, develop relation with call center teams and apprise them of any important development that may impact the call center targets. To help first call resolution share feedback with the call center teams to eliminate any steps that can be handled by the voice processes. Integrate with call center Customer Satisfaction results and provide / seek inputs to improve scores.
TEAMWORK Keep abreast with partner sub processes that may impact the volumes. Liaison with partners Operation Managers to seek and provide support during peak volume season. Lend associates temporarily to other sub processes to meet service levels and review staffing requirements. Work closely with HR, Finance, Technology, and Logistics to manage smooth functioning of the process. Work closely with reporting team and conduct a through data analysis to identify, plan, execute and improve the process CTQs.
Position Held Manager Customer Service (Operations)- American Express
Period 28 Feb 2002 17 Nov 2004.
Profile
Managing a team of 20 -25 agents involved in customer service (call center) for Corporate Charge Cards. The primary objectives of the role are fulfilling monthly targets, customer service and satisfaction.
The position also involves team management, training and development. The responsibility broadly entails the following
Responsible for SLA compliance, MIS Reports and Productivity matrix. Also responsible for Quality and turnaround times, ensuring those SLA requirements are met.
People issues Identify and effectively utilize retention strategy to retain employees by developing appropriate action plan in liaison with HR Encourage Employee Engagement through effective and timely communication. Develop strong inter personal skills with direct reports, peers, key linkages and team members. Ensure execution of fair appraisals and compensation, weekly meetings, quarterly one on one reviews, Rewards and recognition as per guidelines developed for all processes. Ensure employee awareness of policies and Procedures.
Goal setting of Portfolio, team and individuals Ensure effective compliance and control environment. Control attendance and adherence issues of staff to manage service levels through effective utilization of available tools.
Customers Identify, develop and enhance customer service deliverables. Identify and address issues due to first call resolution.. Coordinate and support cross skilling of staff . Demonstrate product expertise and continuously build knowledge through regular uptrainings.
Training Monitor closely training of new hires as per Operation requirements. Ensure appropriate training and feedback is provided to new hires during OJTs. Organize refresher courses for employees requiring special attention / recertification. Coordinate process training with the Training department on a regular basis to ensure customer satisfaction targets are achieved.
Position Held Service Director United Airlines
Period 12 March 2001 30 September 2001
Profile
Managing a team of 40-50 , who are involved in Customer Service and Ramp Operations. The primary objectives of the role was safety (passengers, employees and the aircraft), customer satisfaction and on time performance.
The position involves manpower management, training the CSEs (Customer Service Representatives) and Ramp Agents in technical / functional areas, leadership, team work and soft skills. The job profile broadly entails the following:
Safety and on time performance
Allocation of duties of agents in Pre and Post flight operations
Roster and Leave Management
Crisis Management of eventualities like Flight Crash and Hijack
Customer care and service in situations like Lost and mishandled Baggage delayed flight, denied boarding, etc.
Assisting Commercially Important Passengers (CIPs) and VIPs and Premier Club Members.
Setting targets for agents and managing time.
Performance Evaluation and Quality Process defined by maintaining Job Performance Charts for each employee on a daily basis. Evaluation is done on a monthly basis leading to employee feedback, counseling, coaching and training.
Team building, regular feedback, motivation, conducting 121s etc done on a daily basis to inculcate a culture of group learning, better performance, responsibility and a sense of belonging.
Position Held Duty Officer Cambata Aviation Ltd. ( Swissair)
Period 01 Sep 1995 11 March 2001
Profile
Joined the organization as Asst Supervisor Passenger Service ( Swissair) . Last responsibility included assigning duties to a team of 45 agents and its execution which involved, assisting passengers, passenger check-in, gate management, customs and immigration clearance, service control, handling flight departures/arrivals, assisting interline passengers, handling lost and found baggage and post flight work. Addition roles also included:
Supervise Reservation and ticketing agents at the airport.
Staffing and leave management.
Training and OJT for new hires.
Conduct regular web based and Classroom refresher sessions for agents to enhance product knowledge and safety procedures.
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| Other Skills | Green Belt certified (March 2007)
PMP trained (PMTI) (Completed 40 hour PMP exam prep Course)
Attended various leadership development programs conducted by American Express to develop leadership skills like BOYA , Coaches Clinic , Train the Trainer etc.
Attended New Managers trainings with GE Consumer Finance like Customer Service Quality,Effective Communication and Compliance.
Attended product Knowledge and customer handling by Swissair in Zurich, Switzerland
Attend Advance customer handling Workshop in by Swissair in Zurich, Switzerland.
Attended training in Leadership and Ramp Handling with United Airlines in Hong Kong
Advanced Service Excellence Training with United Airlines.
Initial Operational Skill Training with Swissair.
Dangerous Goods Training
Passport and Visa check Training with British & Canadian High Commission.
Passport and Visa check training with the Australian Embassy.
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