Ivan George Email & Phone Number

New Jersey, United States On-Site

Omaha, Nebraska, United States

Pune, Maharashtra, India

Pune Area, India

Pune Area, India

Key Deliverables:♦ Administered the productivity for acquiring optimum results for client satisfaction and the organization.♦ Ensure SLA compliance by regular quality checks and reviews.♦ Analyzing MIS reports to capture trends and process improvements. ♦ Process improvement and implementation. ♦ Interact with HR Business Partner on behalf of associates to resolve issues at hand.♦ Escalate issues that have larger organizational impact in a timely manner♦ Lead involvement in Cross functional initiatives/projects.♦ Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.♦ Maintain the agreed SLA as per the standards♦ Taking care of base level recruitment of associates.Notable Highlights:♦ R & R award for Best Team Manager of the Quarter for Bank Of Montreal (Apr - May – Jun’14).♦ Progressed as Asst. Operations Manager July’14.

Pune Area, India

Key Deliverables:♦ Analyzed: - Processes/ performance pertaining to Quality and Training function as well as process-training inputs based on agent performance & program requirements on a daily basis. - Business Contingency Plan thereby discussed the same with the other staff.♦ Interfaced with the client regarding weekly/monthly/quarterly Business Review; handled Absenteeism and Attrition regarding the staff members.♦ Assisted in HR operations for conducting the Employee Perception Survey (EPS); worked with HR personnel for creating agent-profile; handled as well as administered Cost of Poor Quality, Cost of Attrition and Cost per Transaction (& Hour) metrics.♦ Provided assistance as well as support to Sr. Managers for SMEs, QCEs, Trainers, MIS.♦ Administered the productivity for acquiring optimum results for client satisfaction and the organization.♦ Maintained updates as well as supervised the finance reports; designated the KRAs for QCEs, Trainers, MIS and agents.♦ Worked with Workforce Management (WFM) team for Long-term Staff & Short-term Schedule forecast, Break-Coaching-Quality feedback-Training schedules, Schedule Attainment and Adherence Mgmt.Notable Highlights:♦ Effectively handled Bank of America Voice process.♦ Awarded the Best Unit Manager of the Quarter for Bank Of America (Oct - Nov – Dec’10).♦ Conducted as well as handled appraisals on designated time.- Client-defined program SLAs (Ontime, Efficiency and Quality metrics).- End-user and Client Satisfaction targets.

Pune Area, India

Key Deliverables:♦ Transitioned TUI-CSC process – UK ‘2007-08♦ Experience in design, build test and GO LIVE phases.- Monthly one to one in order to take team feedback that would help better individual performance and thus better the process.- Daily team hurdles and routine activities related to team building.- Operational round of interviewing.♦ Handled TUI – CSC (First Choice, Falcon Holidays & Thomson Holiday Voice Process).♦ Worked on capacity planning, calculated FTE; conducted daily routine activities as well as weekly meetings with regards to IT, facilities & finance; handled floor management, managed SLA and directed the team to achieve the SLA targets.♦ Developed plans for SLA's as well as created & analyzed performance based reports; evolved action plan and supervised the new team leads coming into the process.♦ Acquired understanding regarding the requirements of the agents as well as guided the team for achieving the targets being set in various daily routine activities.♦ Interacted with the clients regarding team performance; assessed the reports involving process dashboard and team performance report as well as initiation of the appropriate action plans.Notable Highlights:♦ Initiated process improvement through identifying values and non-value added services.♦ Actively managed and secured confidential information.♦ Effectively worked upon design, build test and Go Live phases.ACHIEVEMENTS:Awarded- FIVE times with 'Best team of the quarter' award.- ONCE 'Best leader of the quarter’ award.- Best Leader of the Quarter for Retention (Aug – Sep – Oct’09).♦ Successfully handled voice & data process of 90+ agents for Inbound, Outbound, E-Mails & SALES.♦ Effectively & efficiently completed KAIZEN project with saving of 528 pounds for the company.♦ On-trac training in WNS and Got a 3 STAR Rating.

Bachelor Of Commerce (B.Com.)

M.Com, Finance, General

Education record

Ssc

Activities and Societies: Represented Maharastra State - Football.