Resume - Exp in managing regional operations,Business administration in sales and post sa...

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Resume #86155

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Seeking opportunities in operations & customer management, Business Administration

EXECUTIVE SUMMARY
- Extensive experience in Operations management, administration, customer Service.
- Working with Service Square Pvt Ltd as Senior Manager
- Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
- Resourceful at maintaining business relationship with clients and customers
- Skilful at monitoring, & motivating the large workforce

AREAS OF STRENGTH INCLUDE
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Maintaining the agreed SLA
- Implementing short/long-term plans for achieving process objectives.
- Ensuring maximum customer satisfaction by providing them with pre/post operational and technical service assistance and achieving delivery and quality service norms.
- Interacting with customers for solving their operational/technical problems.
CAREER FEATURES
From Jun '08: Service Square Pvt Ltd- Senior Manager – Chennai (Concierge Services)

Providing concierge services to more than 35,000 employees working in top notch IT companies like HCL, WIPRO, COGNIZANT, MERILL LYNCH, E BAY, PAYPAL, POLARIS, CITIGROUP etc. in Chennai, Bangalore and Hyderabad through 42 help desks. Have been successful in:
Customer service operations:
- Handling a team of 42 Customer Relations Executives and 3 Team leaders offering host of services ranging from Tours & Travels, PAN, IT returns, entertainment, bill payments, Insurance, repairs & AMC, Real Estate etc. through 42 helpdesk at client premises
- Supervising 4 Managers in Operations, Accounts, Customer Care and HR Department to manage their team consisting of 20 backend executives.
- Vendor Selection and management.

Business Development
- Meeting HR/ADMIN heads to market new services
- Exploring the opportunity of expansion of help desk network in their upcoming facilities.
- Marketing for new Help desk
- Preparation of proposal for new help desk and giving presentation to prospects.

Accomplishments

- Computerization of processes to analyze quantity and quality of services.
- Training of executives in marketing and soft skills that resulted in increase of 30% revenue for the company.
- Re-engineering of processes to reduce TAT and speed up deliverance of services that in turn helped in repeat business from customers.
- Vendor tie ups for high revenue generating services
- Getting new clients for proving help desk services.
- Getting feedback to improve services and products matching customer's requirement.

Nov'03 to May '08: Global Direct as Regional Manager – Chennai (Telecom – VODAFONE)

Business administration

- Monitoring overall operations for processing of VODAFONE POST PAID CONNECTIONS and HSBC Credit Cards in Chennai.
- Leading and mentoring a team of 3 relationship managers in 15 tele calling and back end processing executives in 4 offices.
- Opening new Sales offices and setting up backend operations.
- Coordination with verification, credits and activation departments of VODAFONE.
- Undertaking weekly training session with 6 sales Managers (150) sales executives
- Facilitating changes in VODAFONE schemes to increase sales.
* Customer Services
- Fore fronting post-sales activities for RETENTION of customers, reducing NON-PAYMENT OF BILLS, NON-USAGE
- Redressing customer complaints received direct (walk –in) and through VODAFONE.

Accounts
- Supervising receivables/ refunds to customers and collection of Commission from VODAFONE and other vendors. Mentoring collection team whose prime responsibility was to make collection from the customers defaulting their payment
- Weekly reporting to Head office at Bombay

* Accomplishments

- Augmenting the turnover by 200 %, with optimum utilization of available resources.
- Reducing rejection of applications
- Was able to achieve net activation of 96.3%, & maintained it around 95 %, this is an industry record.
- Distinction of receiving the following awards and appreciations:
o Received "Best Circle Head" award from company in 2006
o Received "Best Administrator" award from VODAFONE Chennai in 2005.
o Received achievement award within four months of joining in 2004.

Oct'94 to Sep'03: India Satcom Limited Assistant Manager – (Customer Service) at Delhi
(Satellite communications - VSAT)

Customer Service: -
- Administered customer service operations in the organization across Northern India.
- Handled a team of 20 engineers for maximum uptime of VSAT's.
- Coordinated activities for installation of VSATS across North India. Monitoring movement of satellite communication equipment across India. Providing logistics support to Engineering and installation team to install VSATS and Hubs.
- Meeting customer for feedback on service and for settlement of disputes for continuous and long-term business relationships.
- Developed and maintained performance reports for the Management and the customer.
- Coordinated with the senior officials of the National Informatics Center (NIC), National Informatics Center Services Inc. (NICSI), under Ministry of Information and Technology and Dept of Telecommunication (DOT) to update them on their projects.

Collections: -
- Successfully handled Annual Maintenance contracts (AMC's) for the VSAT's being maintained in North India. Ensured timely dispatch of invoices and collections in North India. The collection handled by me was both presale and post sales. Presale collections included the advance amount collected towards supply of VSATs and post sales collections included charges towards satellite access charges and post warranty repairs. Also was responsible for collection for the equipment supplies made across the states of Delhi, Rajasthan, UP, Himachal Pradesh and Jammu & Kashmir.
Accomplishments
- Continuous monitoring of 500 VSATs across Northern India and was able to bringing downtime through effective utilization of resources and manpower. This resulted in reduction in downtime penalty and enhancement of revenue of the region.
- Handled projects worth multi crores across North India from Logistics support till the commission of VSATs to Ministry of IT and Deptt of Telecomm
- Preparation of downtime and MIS reports highlighting patterns and causes of fault that helped in improvement of product and services.
- Monitored movement of spares across India.
- Collection of AMC and projects installations charges from across North India.

Commenced career with M/s. Modern Malleables Ltd (New Delhi) as Liaison Officer & Banking Executive (Aug' 91 to Oct'94); Involved in liasioning with Government, Semi Govt organizations
ACADEMIC CREDENTIALS

2006 Master of Public Management Pondicherry University
1995 Diploma Export Management Indian Institute of Export Management- Bangalore
1998 PGDBA Pondicherry University
1991 B.A. (Hons) Social Work Jamia Millia Islamia University, Delhi

DATE OF BIRTH: 18TH JULY 1970
Languages
To speak: English, Hindi, Tamil, Telugu, and Punjabi
To read & write: English, Hindi, Tamil

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