Farrell D'Mello Email & Phone Number

Thane

Process Management• Monitoring the overall functioning of processes,identifying improvement areas and implementing adequate measures to maximize customer satisfaction level• Mapping client’s requirements and coordinating in developing and implementing processes in line with the guidelines specified by the client and regional offices• Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making… Show more Process Management• Monitoring the overall functioning of processes,identifying improvement areas and implementing adequate measures to maximize customer satisfaction level• Mapping client’s requirements and coordinating in developing and implementing processes in line with the guidelines specified by the client and regional offices• Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process• Maintaining client’s requirements, assisting in implementing and managing processes in line with the guidelines specified by the client.• Monitoring the dealings with the corporate clients to retain their support to the business• Supervising customer service operations for rendering and achieving quality services; providing first line customer support Operation Management • Implementing short/long-term plans for achievement of process objectives.• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level• Daily client interaction to review and resolve operational issues as well as implementation of new processes & procedure changesArea of Work:• Analyzing of quality reports, productivity reports on an ongoing basis and ensuring that they adhere to client SLA’s.• Engage in improving processes through re engineering, system checks, process automation• Develop back up and contingency plans and Interact with client on transactional issues• Design KRO's, assess performance and conduct performance appraisals.• Provide support to Hiring function: Recruitment drives, identifying and inducting new hires• Regular team reviews to ensure optimum performance sustained.• Update on process performance and critical people issues• Interacting with client on any requirement updates.• Adherence to the SLA’s – Schedule adherence, Productivity, Average handling time, Service Levels and Accuracy Show less

Vashi / Airoli / Indore

Area Of Work:• Managed the Training & Operations department • Managed & Lead a team of 9 trainers • Analyzing requirements and resources for new projects • Created & developed content for training• Contributing towards improvement of performance (quality and productivity) with suggestions and improved process flow• Client interactions & setting expectations with clients• Conflict resolutions within & across departments• Job profile includes ensuring seamless… Show more Area Of Work:• Managed the Training & Operations department • Managed & Lead a team of 9 trainers • Analyzing requirements and resources for new projects • Created & developed content for training• Contributing towards improvement of performance (quality and productivity) with suggestions and improved process flow• Client interactions & setting expectations with clients• Conflict resolutions within & across departments• Job profile includes ensuring seamless transfer of processes from customer site which involves interaction with customer, recruitment and ops.• Identifying bottom performers based on various KRO’s• Interacting with support functions• Preparing monthly & quarterly reports & training decks• ID Creation / Deletion process manager• Planning training batches according to ramp plans• Transitioned training for customer service process for a leading DTH player in Indore.• Role included streamlining quality of associates along with recruitment and ensuring that high quality associates were handed over to operations• Ensured that proper training and familiarization for new recruits was provided with regard to product and etiquette.• Planning refresher’s for the Bottom performers on the Ops floor based on the defect analysis & TNI reports shared by the SQ Team• Was part of the AHT Base lining project• Doubled up as the MIS SPOC in the absence of the MIS executive.• Managed Training Reports• Managing resource utilization• Job profile includes ensuring seamless transfer of processes from customer site which involves interaction with customer, recruitment and ops.• Contributing towards improvement of performance (quality and productivity) with suggestions and improved process flow Show less

Mahape / Malad

• Conduct voice coaching activities on the operations floor to maximize the effectiveness of CORE Training through call listening, followed by feedback and coaching sessions.• Conduct limited training delivery (for CORE Training reinforcement sessions)• Ensure that bottom 30% of the agents move up the learning curve by means of Special Coaching.• Training Content development• Maintaining Monthly reports• Client Calibrations

Diploma In Hotel Management, Hotel Management

Hsc, Commerce

Ssc