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| Position wanted: |
Manager, Floor Manager, Operation Team Manager, Assisstant Manager, Team Leader |
| Job category: |
Customer ServiceFinanceHospitalityHotel IndustryHR/RecruitmentManagement/ManagerMarketing/PRSupport/Help DeskTourismTrades |
| Preferred Location: |
Denmark |
| Preferred City-State/County: |
Copenhagen |
| Objective and Resume Summary: |
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Primary Long term objective is to attain a senior management position in Customer Service- Sales
Profile Summary:
• Successful experience of 5 Years & 11 Months in a single Organisation dealing with BPO Services.
• 4+ years as a successful Team Leader in the field of Sales and Customer Services (Inbound/Outbound)
• Handled 1500+ Employees during my tenure in the organization.
• Currently managing a group of 26+ Sales/Customer Service Representatives dialing on the Vacation Campaigns.
• Primary hand-on-role related to Transaction Processing.
• Presently working for Beacon Global IT services, Hyderabad, as a Sr. Team Leader–Operations in a sales team.
• Worked as a Marketing representative in Wintel Software, Hyderabad.
• Delivered responsibilities as a Marketing executive in Thomas Cook India Ltd., Hyderabad.
• Six Sigma Green Belt Certified.
• Deputy Management Representative for ISO
• An accomplished MBA from Gitam Institute of Foreign Trade, Visakhapatnam.
• Quick Learner, good execution of Time Management, able to multi-task and open to feedback.
• Highly flexible and adaptable performer; able to multi-task and thrive in fast-paced environment.
• MS Office Application; Word and Excel; Power Point.
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| Skills: |
Manager, Floor Manager, Operation Team Manager, Assisstant Manager, Team Leader
Sales,Manager, Team Manager, Staffing, Floor Supervisor |
| Known languages (and levels): |
English-Very GoodFrench-A littleSpanish-A littleHindi-Very GoodOther: Telugu
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| Type of Employment wanted: |
Full TimePart TimeTemporary
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| Minimum Yearly Salary in Numbers: |
30000 Euro
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| Current Location: |
( Confidential ) |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Masters
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Education Qualification
• Masters in International Business (MIB) from GITAM Institute of Foreign Trade, Visakhapatnam (in academic collaboration with Indian Institute of Foreign Trade, Ministry of Commerce, New Delhi).(1998-2000).
• Bachelor of Business Management (B.B.M) from Cms Gitam, Visakhapatnam.(1995-1998).
Computer Skills
Proficient with Microsoft Word, Excel, PowerPoint, and Internet
Achievements
• Received as “Employee of the Month” along with number of performance awards in Beacon Global for my dedicated performance and team work.
• Award of Excellence as the best “Team Leader in Controlling Attrition”.
• Best Trainer Award for Employee “Behavioral Training”
• Appreciation award for “Outstanding Performance in the Area of Client / Process Management”.
• Clinched a record deal for Thomas Cook, from Microsoft India ltd. And Oracle Corporations Ltd., by selling the highest number of credit cards and dollars.
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| Work History & Experience: |
| Years of Work Experience: |
5 to 7 Years |
Professional Experience
Industry Type : Bpo/ites
Beacon Global IT Services, Hyderabad
Duration : 23rd Feb’ 2003 Till Date (5yrs +)
Current Designation : Sr. Team Leader (Operations)
Process : Vacation/Travel Credit Card Process and Rosetta stone Language Learning (Outbound / Inbound)
Job Profile
Client
• Client Management: Responsible to maintain client relationship by providing daily Credit Card sales reports and updating the client’s CRM system.
• Building and maintaining client relationships. Meeting the needs of internal and external clients with highest quality products and services.
• Ability to provide good customer service to onshore staff by understanding and meeting their requirements.
• Understanding and anticipating client`s needs, delivering reporting and analysis for tactical and strategic decision making.
• Ability to make simple/ tough decisions during the absence of supervisor.
• Responsibility includes an ability to manage expectations and balancing client demands.
• To be a single point of contact (SPOC) with the team and the Senior Management through effective communication on key deliveries and soft issues.
• SLA and performance driving: Revising and communicating the daily targets to Team Leaders / Assistant Team Leaders and responsible to meet and manage performance.
Process & Reporting
• Team management: Currently managing 1 TL, 5 Quality Analyst & 4 SME’s
• Managing a group of 44+ Sales/Customer Service Representatives dialing on the Vacation Campaigns.
• Responsible to support escalation calls and measure customer experience.
• Lead Management and Operational Variables. Database management of the clients, dealing with campaigns on the floor.
• Reports: Responsible to submit hourly, weekly and monthly revenue reports to the reporting manager-Operations.
• Stakeholder Reports: Responsible for preparation of reports like productivity, staffing, quality etc. For the leadership and stakeholders.
• E-mail inbox management: This involves checking volumes by assigning work to the team members.
• Process Improvements: Identify potential areas of process improvement & highlight to Operation Manager.
People & Staffing
• Leadership interaction: Interact with counterparts in the US to identify process gaps and improve problem resolution.
• Man power management: Active involvement in the recruitment process and addressing attrition.
• Career Development: Responsible to develop employee career by setting measurable goals, and help in career advancement. Also develop improvement plans for bottom performers.
• Employee retention: Help the management in projecting employee turnover and work towards employee retention.
• Team meetings: Responsible to conduct weekly and monthly team meetings to pass on team updates, and solve grievances.
• Rewards and recognition program: Nominate team member for the monthly team performance award.
• Staffing and scheduling: Responsible to staff employees as per shifts and monitor scheduled and unscheduled Leaves.
• Recruitment and Training: Co-ordination with HR in sourcing candidates, conducting interviews, and help in training and on boarding.
• Training and on boarding: Lead the training and refresher training activity for team members and new hires.
• Counseling and appraisals: Responsible to help team members in developing career paths. Responsible to appraise team members during the year end appraisal process.
Supervisory Skills
• Exchanging information with and soliciting information from associates and supervisors regarding solutions to work problems and alternative work methods.
• Monitoring associates` work performance/work flow.
• Explaining and interpreting policies and procedures to associates and monitoring their compliance.
• Exchanging information with peer supervisors, associates. And groups from other functional areas to determine solutions to operational problems.
• Evaluating job performance of associates and recommending personnel action or initiating action as appropriate.
• Discussing and resolving operating or human resource problems with superiors.
• Referring to Human Resource Department or directly responding to and resolving requests, complaints, or problems of associates.
• Formulating realistic expectations of staffing and production results and acting to maximize results.
• Scheduling and reviewing general work orders/work flow for associates to meet operational needs in light of conflicting requests and available resources.
• Analyzing inventory of materials, tools, and equipment.
• Monitoring and determining the need for equipment repair/ replacement.
• Altering initial approaches or decisions on situational changes.
Quality
• Call Audits and Calibration: Responsible to measure call quality and call handling time by conducting regular call audits. Work with the quality team to generate weekly quality reports.
• Call Management System: Work on Service Desk Call Management system to track, escalate and resolve issues.
• End to End Quality Control and assessing weekly/monthly review on Quality Scores.
• Conducting Quality Sessions
• Presentations and Training
• Conducting Briefing
• Customer Satisfaction
Beacon Global It Services; Hyderabad.
(A subsidiary of Indotronix International Corporation; Iic Systems Pvt Ltd)
IIC Systems Private Limited (ISPL), located in Hyderabad, India is a wholly owned subsidiary of IIC that was established in 1994 to extend the ability of IIC to deliver products and services to its clients as a cost-effective and timely manner. IIC off-shore development center model goes beyond simply executing software development projects for its customers.ISPL represents a facility dedicated and fully managed by IIC, as if specifically set up for any single customer to provide
• Retention of Knowledge-Business and Processes
• Quick Start-up Capability for New Requirements/Projects.
• Integration with Customer’s Practices and Methodologies
• Long Term Support for Legacy Applications
• Experiments with New/Emerging Technologies at Lower Risks/Costs.
Wintel Software Ltd., Hyderabad
Duration : Jan’ 2002 to Feb’ 2003
Designation : Marketing Executive.
Job Profile
• Identifying potential learner in the field of Information Technology and impart training on DUNA, the WAP application Manager developed by Impronta, and providing, value added certification by Impronta Communicaciones, SL, SPAIN.
• Assisting to better placements to blue-chip companies.
• Managing the budget as planned
• Manage team of three to ensure all functions are being performed
• Create, plan and implement sales & marketing strategies to meet Daily sales goals
• Responsible for achieving sales target
• Targeting Schools, Collages, IT Training Institutions.
• Identify new opportunities for business with existing
Thomas Cook (India) Ltd., Hyderabad.
Duration : March 2001 to June 2001.
Designation : Marketing Executive.
Process : Credit Card Process
Job Profile
• To make calls and sell the product or service of the campaign effectively
• Responsible for making Corporate and individual presentations about credit cards.
• Appointment of the business associate and developing the business through the business associate.
• Responsible to evaluate the weekly performance of DSA
• Attend customer`s queries/problems via telephone or e-mail
• Verification and transaction of the applications
• Creation of appropriate documentation and updates to the knowledge base
• Provide customers with product and service information
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