Manager Operations Resume

Desired Industry: Customer Service/Technical Support	SpiderID: 4451
Desired Job Location: Woodstock, New Brunswick	Date Posted: 12/15/2005
Type of Position: Full-Time Permanent	Availability Date:
Desired Wage:
	U.S. Work Authorization: Other
Job Level: Experienced with over 2 years experience	Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Bachelors	Willing to Relocate: Yes

Objective:
To put my sales experience to test and work towards a mutual growth in an organization using my analytical and people management skills and expertise.

Experience:
Dell Financial Services(Corporate Trainer) Inbound (Sales)
05\04-Present
 Responsible for performance on specified metrics on Inbound Sales Dept.
 Define CTQ’s and parameters to be under control at any given time
 Design Spiffs on required process parameters (Demand Penetration Rates , Close Ratio , Released Amount and Abandon%)
 Responsible for conducting the process training for new hires
 Monitor calls extensively for Quality Assurance and performance improvement
 Constant feedback to Team Managers about their teams’ standing vis-a-vis their SLA parameters
 One on one with different reps and Individual call coaching.

06/01-05/04 Hero ITES- Inbound/Outbound (Sales)
Workforce Analyst
Inbound Sales:
 Ensuring adequate Staffing In accordance with the call flow
 Continuous monitoring of the call flow and comparative Analysis with the forecast
 Forwarding suggestions for future staffing projections to the manager – Call Traffic Control at the Command Center
 Decide the staffing
 Maintenance of the Dialer Reports for compliances and operational Analysis

Outbound Sales :
 Dialer Management including lead analysis and management
 Ensuring optimal Wait Time
 Preparation of Dialing Strategy
 Decide the staffing Plan
 Maintenance of dialer reports for compliances and operational Analysis
Team Leader –Operations
 Handling a Team of 20-25 agents
 Providing sales training and Certifying new reps
 Preparing daily performance reports
 Call issues including escalation of tech problems , motivation , daily briefing and sharing the
 Performance for the day monitoring and coordination of regular feedback sessions
 Resolving other issues occurring on a day to day basis
 Responsible for hiring, recruiting for the process/company
 Implementation of strategies designed to suit the requirements of the process
 Research on Complaints or Returns
 Interacting with the client on strategic planning and call variance
 Responsible for the committed targets from the particular profit centre.
 Have a team of Quality Analysts who constantly are barging into calls
 Responsible for meeting the ASA(Avg Speed of Answer) ,MPH ,SPH ,Conversion% and Call Abandon.
 Training and Refresher training imparted as and when required.
 Designing the Calling window vis-à-vis depending upon the trend in accordance with the management
 Forecast future call flow after incorporating changes in the present performance
 Plan incentives according to desired results
 Lead Penetration ensured in accordance with total hours hit each day
 Forecasted Call Flow designed so as to achieve the optimum staffing and help achieve CTQ’s.
 AHT, ASA, Call Abandon % controlled by close monitoring for optimum customer satisfaction
 Analyzed training needs for the team and provided required systems and product training to increase productivity.

11/00-01/01 HSBC (Banking Company )
Scrutinizing Delivery Instruction Forms , Dematerialization Request Forms and other customer instructions and forwarding the same to NSDL and CDSL, Day end client Reporting , Customer and Departmental Correspondence.
05/00-10/00 Bank of Punjab Ltd (Banking Company )
marketing Executive (liabilities)
Field marketing of Banking products: Liabilities, Debit cards, Auto loans, home loans
Branch Coordinator:-
Account opening, Customer services-with special emphasis on cross sales

Education:
Company Secretaryship Final -Last Group
BCom- University of Delhi
CBSE Convent of Jesus & Mary , New Delhi
Accountancy- 90%
Economics- 79%
Business Studies-84%

Skills:
People Management and Data Analysis

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