Deepak Roy Email & Phone Number

Delhi, India

New Delhi Area, India

Currently: - For telereporting work call 9899159957 /7840077753

Delhi Area, India

Noida Area, India

Almost 9.5 years of experience in Healthcare Ops, Backend Ops, BPO, IT, Experties in Man management & Planning. Excellent relationship builder, driving business objectives, collaborating with regional/ global leaders and solid communication skills.Almost 9.5 years of experience in Healthcare Ops, Backend Ops, BPO, IT, Experties in Man management & Planning. Excellent relationship builder, driving business objectives, collaborating with regional/ global leaders and solid… Show more Almost 9.5 years of experience in Healthcare Ops, Backend Ops, BPO, IT, Experties in Man management & Planning. Excellent relationship builder, driving business objectives, collaborating with regional/ global leaders and solid communication skills.Almost 9.5 years of experience in Healthcare Ops, Backend Ops, BPO, IT, Experties in Man management & Planning. Excellent relationship builder, driving business objectives, collaborating with regional/ global leaders and solid communication skills.Job Responsibilities:-• Handling LOB’s –Tele Radiology Operations, Sales and Marketing, Quality, IT. Radiologist, Hospital & Diagnostic Center.• Responsible Accuracy, Quality, TAT (Service Level Agreement) and All MR/CT Diagnostic Centre Hospital(PAN India & International).• Handling LOB’s – Operations, IT, Quality and Marketing. • Invoice, Billing, SLA, Client escalation & Client expectation.• Managing existing client, New client, Reporting Quality, SLA parameter. Quality parameter, TAT.• Coordinate with all Diagnostic/Hospital(outsource Centre) Centre in India and International.• Follow the cases, Radiologist coordination, Radiographer, Hiring process (Employee, Radiologist, Radiographer).• New Client connectivity process to till handover to operations.• Work for any new specific project. • Responsible for all Ops, IT, Quality. International client. Show less

Gurgaon, India

• Handling LOB’s– Handling LOB’s – Inbound Calling (SL, AL, AHT, Quality) Outbound calling (Quality, AHT).• SBI Corporate Card, Flip Card up gradation, Add on Card, Loyalty, reinstatement, New Account Setup, DC Curing, DC-2 Audit, Branch Validation, Cibil Address Tagging, Address Verification, Address Change Verification, Address Renewal, KYC, MIS, etc.• Ensuring Accuracy, TAT (Service Level Agreement),Attrition, Shrinkage, Invoice, Billing, Client escalation & Client expectation.•… Show more • Handling LOB’s– Handling LOB’s – Inbound Calling (SL, AL, AHT, Quality) Outbound calling (Quality, AHT).• SBI Corporate Card, Flip Card up gradation, Add on Card, Loyalty, reinstatement, New Account Setup, DC Curing, DC-2 Audit, Branch Validation, Cibil Address Tagging, Address Verification, Address Change Verification, Address Renewal, KYC, MIS, etc.• Ensuring Accuracy, TAT (Service Level Agreement),Attrition, Shrinkage, Invoice, Billing, Client escalation & Client expectation.• Managing the manpower of 95 associates along 4 Team Leaders 1 Trainer.• Ensuring to generate Maximum revenue by effective manpower planning/utilization.• Ensuring resolution to customer’s/Client problems within TAT.• Preparing Daily Reports, Agent Performance Report, MTD Report and Process Review – on a Daily Weekly and Monthly basis.• Interacting with Training Team for timely closure of new batches as well as refreshers for betterment of floor Quality and maximum throughput to avoid manpower crunch on the shoping floor.• Interacting with individual clients regarding Process performance, Monthly Review, Proces Gaps, etc.• Identifying Process gaps and initiating projects related to better Quality Scores, Low Attrition & Shrinkage.• Client interaction on various parts, Process performance, SLA & Escalation parts Etc.• Define OPS Roster& Planning.• Monitoring Process Productivity in terms of Pendecny, TAT & Accuracy.• Fulfil base expectation of team. Timely objective goal setting. Fair appraisals.• Weekly team Meets. Weekly One-on-One reviews& Team review.• Ensuring that the process is running green on all aspects reports. • Timely Preparation of reviews -Monthly/ Weekly. Show less

Bhopal

Job Responsibilities:-• Handling LOB’s - Prepaid, Postpaid, RHL,Tele-verification, Outbound• Managing a manpower of 200 associates along 4Team Leaders&8 Sr.CSA’s• Ensuring Service Level,Answering Level,Quality,Attrition, Shrinkage,Repeat,CSAT, Occupancy, Client escalation& Client expectation• Ensuring to generate Maximum revenue by effective manpower planning/utilization.• Ensuring resolution to customer’s/Client problems within TAT.• Preparing Daily Reports, Agent… Show more Job Responsibilities:-• Handling LOB’s - Prepaid, Postpaid, RHL,Tele-verification, Outbound• Managing a manpower of 200 associates along 4Team Leaders&8 Sr.CSA’s• Ensuring Service Level,Answering Level,Quality,Attrition, Shrinkage,Repeat,CSAT, Occupancy, Client escalation& Client expectation• Ensuring to generate Maximum revenue by effective manpower planning/utilization.• Ensuring resolution to customer’s/Client problems within TAT.• Preparing Daily Reports, Agent Performance Report, MTD Report and Process Review – on a Daily Weekly and Monthly basis.• Interacting with Training Team for timely closure of new batches as well as refreshers for betterment of floor Quality and maximum throughput to avoid manpower crunch on the Shoping floor.• Interacting with individual clients regarding Process performance, Monthly Review,Proces Gaps, etc.• Identifying Process gaps and initiating projects related to better Quality Scores,Low Attrition &Shrinkage.• Client interaction on various parts,Process performance, SLA & Escalation parts Etc.• EWS,Performance Evaluation• Define OPS Roster• Monitoring Agent productivity.• Fulfil base expectation of them. Timely objective goal setting. Fair appraisals & feedback.• Weekly team Meets. Delete repeated word-on-One reviews.• Ensuring that the Add to dictionary green on all aspects reports.• Timely Preparation of reviews -Monthly/ Weekly.• Conducting Weekly and Monthly Review with Team Leaders& Sr.CSA Show less

Bhopal Area, India

Professional Experience:-  Worked as a Team Leader–OPS(Telecom Inbound Process- AirtelBroadbandDelhi/NCR circle) from June 2009-December 2010 with First Source, BhopalJob Responsibilities:-• Achieving operational KPI & KRA.• Taking care of attrition, shrinkage, productivity &quality.• Team handling: 20 + C.C.E’s..• Floor management.• Taking escalation• Training needs identification based on call listing.• Maintaining team records and updated… Show more Professional Experience:-  Worked as a Team Leader–OPS(Telecom Inbound Process- AirtelBroadbandDelhi/NCR circle) from June 2009-December 2010 with First Source, BhopalJob Responsibilities:-• Achieving operational KPI & KRA.• Taking care of attrition, shrinkage, productivity &quality.• Team handling: 20 + C.C.E’s..• Floor management.• Taking escalation• Training needs identification based on call listing.• Maintaining team records and updated data.• Conducting team briefings/refresher session.• Monitor team performances. • RAG Show less

Noida Area, India

Job Responsibilities:-• Provides online resolution to customer for any technical queries, request &issue.• Provides online support to configuration Microsoft outlook.