Docstoc

Ops Manager Resume

Document Sample
Ops Manager Resume Powered By Docstoc
					                                                    XXXXXXXXXXXXXXXXX
                                     Address, Address, Address, Address, Address, Address, Address,
                                                      Tel; Mail; URL: http://

                                            TELCOME AND BPO PROFESSIONAL
                              Seeking senior level assignments with reputed BPO’s & Telecom Industry

PROFILE
   Seasoned and dynamic professional offering a distinguished career of nearly 5.8 years donning leadership roles with
    insightful exposure to Domain knowledge of Telecom – Client Servicing, Product Development, Collections, Compliance, Shift
    supervision, Vendor maintenance, Transaction, Ethics & Business, Processing Planning and Vision for future projects/ requirement.
   Possess in-depth knowledge of entire BPO operations ranging from ensuring SLAs, SOP’s, Process flows, Basic FTE Analysis,
    Team Forecasting, Workforce Analysis, Basic Matrix Reporting, recruitment, Seat Utilization, training, mentoring along
    with preparation of training modules, streamlining recruitment process and meeting the quality standards.
   Motivated and goal driven with a strong code of business ethics, guidelines of ethics management and requirement of
    third party audit, continuously striving for improvement coupled with excellent Administrative aptitude with an eye for
    detail and the commitment to offer quality work.
   Experienced in creating & maintaining long term profitable business relationships through visionary leadership in assessing client
    needs, and strategically positioning products aligned with customer and market needs/ projections.
   Excel in formulating strategies, driving process excellence initiatives, developing Business Continuity Plans, Procedures, and Service
    Standards for generating value propositions for the customers; Excellent Communication & Interpersonal skills.

PROFESSIONAL EXPERIENCE
SNEHA CREATIVE SOLUTIONS LIMITED, BERHAMPUR                                                               Nov 2008 – Cont.
Deputy Manager – BPO & Web Designing
Key Responsibilities:
   Deftly responsible for smooth operations management of the specified business wing of the organization.
   Accountable for client management and communications towards client from the organizations side.
   Preparing effective operations systems and planning groups for new ventures and projects.
   Responsible for planning and production limitations and scheduled accuracy.
   Stream lining product development procedures and policies for the web designing section.
   Monitoring the labor, start-up costs and policies.
   Responsible for training, hiring and supervising the BPO wing.
   Scheduling training and meeting sessions for in-house operations.
   Handling complex organizational and billings issues.
Highlights:
   Responsible for effective running of the business wing restructured and created new management operations system resulting in a
    savings of 9 Lacks.
   Implemented new production procedure while maintaining over 83% scheduled accuracy.
   Stream lined the labor costs, QA level and assembly process.

TATA TELE SERVICES LIMITED, BHUBANESWAR                                                                   Aug 2007 – Aug 2008
Collections & FMS Coordinator
Key Responsibilities:

   Coordinated with all the circle collections team and collections Manager and solving collections issues.
   Especially responsible for check bounce collections and full and final settlements of users.
   Helped the legal team to discourage the fraud and malpractice in collections and check bounce section.
   Responsible for maintenance of physical checks bounced and mischievous user documents.
   Motivated the Collections agents to achieve target and implement new ideas for achieving target.
   Coordinated with the collections agencies and distributors across the circle.
   Prepared daily reports for front-end and back-end customer service departments and maintaining the reports.
   Used various organizational database sources to prepare critical collections reports for senior management and corporate reference
    with feedback.
Highlights:
   Achieved highest level in check bounce collections.
   Achieved best level performance in FMS management.
E2E SERWIZSOL, HYDERABAD                                                                                    Jan 2007 – Aug 2007
Senior Backend Support Executive – Technical
Key Responsibilities:
   Responded to evaluated and prioritized incoming phone calls and email requests for assistance from users experiencing problems with
    networking, RF and other technical errors.
   Provided prompt, accurate and respectful support to users, using high degree of customer-service skill and technical expertise while
    ensuring customer satisfaction.
   Took initiative to learn internal organizational structure to emphasize on problem-resolution efficiency and escalation matrix for every
    issue raised by users.
   Prepared reports on daily basis and forwarding to team leads and managers and circle heads for ready overview of the operations.
Highlights
   Awarded with WOW awards two times for impressive user handling and problem solving skills.
   Promoted as senior backend support executive during term.

AEGIS BPO, KOLKATA                                                                                          Jan 2006 – Jan 2007
Customer Care Executive
Key Responsibilities:
   Handled customer queries through inbound voice calls.
   Launched complaints on behalf of customers and understanding their prospective and need and forwarding resolutions.
   Coordinated with the backend team and solving customer complaints
Highlights:
   Awarded for delivering qualitative resolutions to users.

ACADEMIC CREDENTIALS
MBA in Operations; Cont-
Utkal University, Orissa
Bachelor’s Degree in Science; 2007
Utkal University
Technical Skills
MS Office, MS Word, MS Excel, MS Outlook, PowerPoint, LAN environment & all flavors of window

PROJECT UNDERTAKEN
Title:           Ethics and Business, 2010
Organization:    Sneha Creative Solutions
Duration:        2 weeks
Activities:      Participate in various debates and for & against argument programs in favor of Ethics in business policy. Understand the
                 nature of morality by case of studies provided from the HR desk.
Synopsis:        Studied ethics policy in management of an organization.

TRAINING ATTENDED
Title:           Ethics and Business
Coach:           KM Dube, Senior Consultant BPO and KPO
Place:           Mumbai
Synopsis:        Understanding what is business ethics and codes of business ethics, guidelines of ethics management and requirement of
                 third party audit.

PERSONAL DOSSIER
Date of Birth:             DD/MM/YYYY
Permanent Address:         Address
References:                Available on Request

				
DOCUMENT INFO
Shared By:
Tags: Manager, Resume
Stats:
views:45
posted:10/16/2011
language:English
pages:2