operation manager

Posted on: 2008-02-13

WORK EXPERIENCE (5 years): Organization: Aircel (Maxis) Designation: Call center In-charge. Duration: January 2006 to till date Roles & Responsibilities: o Managing the total Inbound & Outbound Activities of the Call Center. o MIS generation and the total management of the Inbound and Outbound Operations. o Co-ordination with the cross functions for the flawless operations of the call center. o Single point of contact with the sales team for the leads which gets generated from the call center. o Taking care of the monthly billing and presentation. Organization: Microwave Communication Ltd. (BPO of Airtel). Designation: Assistant Manager Duration: March 2005 to December 2005 Roles & Responsibilities: o Constantly monitor to ensure meeting of Critical to Quality parameters o Solving the problems of the customers that are not resolved by my team. o Giving timely update to CSRs/Team leaders. o Monitoring the call quality of the CSRs through regular call barging. o Managing the daily report system (MIS). o Team Management, Time Management, Goal Setting, Execution. o Queue Monitoring ,floor walking ,Team Briefing o Call Monitoring to ensure Compliance and Authenticity of call. o Monitor Customer Satisfaction and FTR. o Single Point of Contact for any Training o Updating Leave cards and Handling all HR related Issues. o Providing inputs to Management Team based on customer feedback. o Analysis and action plan for outliers identified on AHT, quality and productivity metrics o Maintaining service level and Abandon rate Organization: Reliance Telecom, Bhubaneswar. Designation: Senior Customer Care Executive Duration: July 2004 to January 2005 Roles & Responsibilities: o Handling inbound calls including queries, complaints & requests. o Ensure New agents are trained on all Process related aspects o Call Monitoring to ensure Compliance and Authenticity of call. o Monitor Customer Satisfaction and FTR. o Single Point of Contact for any Training Organization: Xavier School, Bhubaneswar. Designation: Teacher Duration: August 2002 to June 2004 Roles & Responsibilities: o Teaching (English/Computer). EDUCATIONAL QUALIFICATION: o Pursuing MBA in Arya school of Mgt and Information Technology under Sikkim Manipal University o M.A. in Public Administration from Utkal University, Orissa (2004 – 06) o B.Com from S.C.S College, Puri; Utkal University, Orissa (1998 – 01) o H.S.E from Ravenshaw College, Cuttack.(1996-1998) . COMPUTER PROFICIENCY: o Diploma in Business Communication from APTECH Computer Education, Bhubaneswar. SKILLS &ABILITIES o Excellent customer service/ support skills, ability to work well under pressure. o Computer Knowledge ,Analytical Skills ,Customer Focus o Excellent Communication skills, both written , oral & expertise in quality systems o Strong communication and client management skills o Create a culture that promotes performance, transparency and participation PERSONAL PROFILE: o Date of birth 7th May 1981. o Sex Female. o Marital Status Married. o Mother Tongue Oriya. o Nationality Indian. o Languages Known Oriya, Hindi and English. DECLARATION: I hereby declared that all the information given above is true to the best of knowledge and belief.