Manager Operations Resume

Desired Industry: Banking/Mortgage	SpiderID: 3416
Desired Job Location: gurgaon, Hawaii	Date Posted: 8/18/2005
Type of Position: Full-Time Permanent	Availability Date: Sep
Desired Wage:
	U.S. Work Authorization:
Job Level: Management (Manager, Director)	Willing to Travel:
Highest Degree Attained:	Willing to Relocate:

Objective:
Pooja Gupta

Date of Birth: 31st of October 1975
Marital Status: Single
Address: N-15/5 DLF-Phase-II, Gurgaon
Tel (Res.) 5050210
Cell: 9811666176
Email: poojagupta31@gmail.com
Languages: English, Hindi
Education:

1998-2000 PGDBM, Apeejay School Of Marketing, Delhi.
Specialization: Finance
Minor: International Business
1997-1998 One year Diploma in Computer Programming and Basics
Ms Office, FOXPRO
1993-1996 B.A. (Economics), Sri Venkateshwara College, Delhi University.
1993 Modern School, Barakhamba Rd, New Delhi

Brief Career Profile:

03.2004- to Date Manager (Operations)
Wipro BPO, New Delhi
Dell Consumer Technical Support (Home & Small Business-Inbound and Outbound Voice)
01.2002 to 03.2004 Group Leader (Operations)
Wipro Spectramind, New Delhi
Dell Consumer Technical Support (Home & Small Business-Inbound and Outbound Voice)
07.2001 to 12.2001 Assistant Manager
GE Capital, Gurgaon
GEFA, Asset Management Services.
07.2000 to 07.2001 Team Leader
vCustomer Services India Pvt. Ltd
e PIPO and Alaska Airlines.

03-2004 to Date New Delhi, Wipro BPO
Manager (Operations)
� Handled a team of 120 TSA�s, managed by 9 Team leads, Group Leads and L2 technician reporting in directly.
� Handled multiple businesses (Desktops and Portables)
� SPOC for launching &driving Ownwrship Team.
� SPOC for launching & driving Dell HelpDesk Team
� Shift Manager: Responsible for the entire shift ensuring all service levels exceeds expectations set by the client.
� Outlier Management: Responsible for the outlier management of the entire floor. This involves analysis of data for the entire floor wherein the outliers are identified along with their specific training needs. This is ongoing process, which has yielded fruitful results.
� Motivation of the team to maximize the company�s profits and enhance its client relations.
� Organizational and client CPM�s - Creating a balance between organizational goals and also delivering on the client based external metrics.
� Identify training & development needs of the employees and recommend formats.
� Conducting weekly skip levels/Team interface to understand and resolve team level issues. This facilitates easy targets and control potential attritions etc.

Achievements
� Rated as the best Ops Manager for 3 quarters in a row
� 2 Successful Green Belt Projects.
� Started with a team of 60 TSA�s as a manager, Ramped up to 120 purely based on accomplishments.
� Word Of Appreciation by the VP for organizing the Best Reward n Recognition function for the process.

01.2002 to 03.2004New Delhi, New Delhi, Wipro BPO
Group Leader (Operations)

� Handled a team of 25 TSA�s.
� Direction setting of the team for securing the targeted value creation and future performance.
� Handled the most challenging team of the floor and converted it into the one of the Best teams.
� Revenue Targets: Always over exceeding on revenue targets.
� Shadowed the Outlier teams to help bring up their performance.
� Active member of Customer Operations Performance Center (COPC) Certification process.

Achievements
� Got the Most Improved team Award for Dell Process.
� Got the Best GL award for Overall Performance.
� Got the Best GL award for BEST Customer Experience.
� Target Achievement: Always exceeded all targets set by the organization as well as by the client.
� Major contributions in making my manager achieve the Best Manager Award.

07.2001 to 12.2001GE Capital, Gurgaon
Assistant Manager

� Handled a team of Senior Customer Care Executives.
� Adhere to Productivity and Quality levels.
� Responsible for Quality responses for Inbound calls.
� Handled IRA accounts for GE employees (Benefit of Retirement Plans)
� Reviewed the performance of CSR�s in terms of Wrap time, talk time etc.
� Responsible for Process Mapping, Call Badging and Calibration.
� Informed customers about Mutual Fund performance.
� Assisted customers in redeeming money from their accounts.
� Prepared for Series 7 & Series 63 exams.

07.2000 to 07.2001 vCustomer Services India Pvt. Ltd
Team leader

01.2001 to 07.2001
� Handled a team of 20 CSR�s. Basic responsibilities included on- job and off- job training, keeping the enthusiasm level high and team always motivated, coaching and counseling.
� Generating Team MIS and Post Quality Audit reports for VP-Operations (Seattle, USA) and VP-Operations (India).
� Conducting Product Training for the new hires.
07.2000 to 01.2001
� Worked as a Team Member and had become a subject expert for the process.
� Show cased the running of the process to Seniors and prospective clients.
� Providing service to US customers by delivering high quality e-mail, voice and live chat responses with an aim to resolve each query in one contact.
� Creating brand loyalty by adhering to quality and productivity levels desired.
� Supervising a team of 10 Trainee Customer Care Executives by helping bring them up to the desired quality level required by the client.

Achievements
� Was awarded with �Spot Bonus� award for achieving the best productivity and quality levels.
� Was awarded with �Star of Week� award for the best performance.
� Was awarded as the �Employee of the month.�
� Participated and won in a quiz on vCustomer.

Projects Undertaken (pursuing MBA)
� Project on Finance � Pearl Drinks Ltd.
Worked on the project �Maximum permissible Bank Finance� with Pearl Drinks Ltd. Studied the Working Capital, calculated maximum permissible bank finance for projects set up by entrepreneurs. Calculated the amount which bank could permit for setting up their projects.
� Project on Finance � Canara Bank.
Worked on the project �Maximum permissible Bank Finance� with Pearl Drinks Ltd. Studied the Working Capital, calculated maximum permissible bank finance for projects set up by entrepreneurs. Calculated the amount which bank could permit for setting up their projects.
� Project on � Joint venture between Dabur India Ltd. and Debon international Ltd.
Anlaysed the target segment, target market and profits made by the company, strategy adopted by them, their competitors, brand image, price structure, etc.
� Project on - Stock Market.
Studied the types of Stock Markets, types of shares, basic concepts about stock exchange, buying/selling of shares, dematting.

Personal Details
Stood second in the MBA programme. Won Silver medal for my performance.
Captain, Gymnastics at interschool level. Held the third position at zonal level.
Participated in quiz at school level
Participated in skit at the college festival.

Experience:
5+ yrs

Education:
MBa

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