• Leading and overseeing all aspects of business operations for a [mention size or scope] technology company, with a focus on optimizing processes, improving profitability, and ensuring client satisfaction• Developing and executing strategic plans to align business operations with the company's long-term goals and objectives• Collaborating with cross-functional teams to identify opportunities for process improvement and implement solutions to enhance operational efficiency• Managing a team, providing leadership, guidance, and performance evaluations• Streamlining supply chain management, resulting in reduction in procurement costs and improvement in delivery times• Implementing data-driven decision-making processes, utilizing key performance indicators (KPIs) to track and measure operational performance• Identifying and assess potential risks to the business and develop contingency plans to mitigate them effectively• Spearheading initiatives to improve employee engagement, resulting in increase in employee satisfaction scores• Collaborating with the executive team to drive revenue growth and explore new business opportunities

• Implemented cost-effective strategies that resulted in record-breaking company's P&L performance• Spearheaded the expansion of the Operation team, successfully building a workforce of 600 FTEs in just two years

Operations and Financial Operations

Heading accounts with a strength 1200 people across geographies. Managing PNL , costing for each accounts . Delivery of defined and agreed SLAs for all the accounts. SLAs comprises of Service level, abandon%, Customer satisfaction scores, Quality scores, Case closure SLAs, Customer on-boarding experience , lead generation effectiveness, lead creation conversion; collection%, collection % in all the portfolios defined, maintaining defined AHT, improving connect%, effective BQM management , Dealer and distributor relationship,emergency service like ( Gas leak, power disruption) management, effective Client management. Invoicing operation.Employee motivation and building positive culture in organisation. Cost optimization, support in business development are other competencies. Goal is to creating a thinking, eager to adding value to own and client business, winning team .

Leading East Hub contact center activities

Primary Responsibilities• Call center & Partner Management in different geographies ( handled UP east, West , Delhi, Rajasthan, Bihar inbound and Outbound Process ) • During this current Tenure Managed 5 Partners • Migration Management in which till date more than 8 process management and 4 partner management and performance stabilization has been done • Billing & Invoicing Management of more than 400 seats and 1100 manpower• Delivery of required customer satisfaction which is 82% for Prepaid & Post Paid Process , 85% for premium process• Delivery of Quality performance which comprises of 85% Quality scores, less than 5% MAFI and > 85% Communication Skill Scores• Drive Up sells to increase revenue through inbound calls in FCC location to 80 Lakhs/ Month• Repeat Call reduction through Call center in which our target is 8% without VAS Calls • FTR target to be delivered > 80% through FCC locations.• Dispute and concern management for all the 4 partners handled now• Circle OB team management handling a group of 15 tele callers in Ranchi & Patna locations to support Marketing and Sales projects • Effective Management of Channel Partner Desk by Delivering > 80% Service level and maintaining Quality Scores above 85%• Help, guide and support Partners to earn extra up to 6% on Overall billing by achieving Rewards through planned performance management.• Help marketing team to increase Sell of specific products up to 12% by proper planning and monitoring of Out Bound centers.Secondary Responsibilities • Partner handholding and mentoring whenever new partners are on board • Grooming of Partner management team and assigning them to the Vision and target of Company • Constant monitoring and review management to improve the service delivery• Providing support and auditing Training and manpower hiring in Partner locations to ensure expected quality of people coming in .• Proper forecasting to achieve at least 90% accuracy

 • Managed quality functions of 6 circles ( Kolkata , West Bengal, Bihar, Jharkhand,MP, Chhattisgarh RTL ) Containing 200 seats and 900 agents• Analysis of repeat calls to enhance customer experience. Reducing the Repeat Call % from 25% to 15% during my tenure.• Project on Reduction of Hold time & %age held calls with Operations, MIS & Training team. Hold % in Average Handle time was reduced from 20% - 9% during my tenure• AHT reduction for Front office process – Average Handle time was reduced by 15 seconds by identifying “Non Value Addition “ and reducing the same.• People Development: - Groom 2 tenured QMEs to handle the team in absence of self. - Multiskillling of QMEs as per process need. - Improving Analytical Excel / Presentation skills of QMEs. 1 of them has been promoted as Project In charge and given the job to handle GIZMO location and 1 has been promoted as Assistant Manager in Quality team. • Helping Operation to generate more and more WOW and ACE , PACE Calls – centers with me has topped the PAN India contest more than 5 months during my tenure• Helped Innovation drive in RCIL BPO. Instrumental in leading a group of 12 QMES across India and generate some 5 ideas which has helped improving the customer’s experience in FCC Locations.Managed Quality Function of Partner having 300 seats and 1000 agents• Array of Products& Process Handled – Prepaid , Postpaid , Dealer Desk, retention Escalation Desk , Escalation desk , GPRS desk for CDMA, GSM, GPRS technology• Managed Quality Process migration and SOP establishment of new migrated GPRS Partner having 100 seats and 300 agents• Accountable for reduce cost and generate revenue by proper utilization of QMEs reporting into me , managed 200 agents with 4 QMEs

• Appointed Project In Charge to support CG RTL Call Center Containing 80 seats to be migrated in RBPO wings• Establish & monitor KPI performance gaps against target & implement plan for bridging gaps jointly with Clients. • Successfully delivering both clients and internal targets through careful and systematic planning and forecasting. Forecasting Accuracy achieved 85% – 90% constantly through better planning • KPI designed and implemented in RTL Locations KPI includes – Service level, Abandon%, Customer Satisfaction Scores, Quality Scores.• In charge of managing operational relationships with the Client on daily / weekly / monthly / quarterly bases• Identifying causes for dissatisfaction among customers/ system problems & taking steps to overcome the same , thus improved customer satisfaction scores from 60% - 69% during my tenure • Managed all HR related activities like Recruitment, salary processing for the entire group of people having more than 200 staffs.• Managed Training department having 2 trainers also for the new hire in Customer care. Monthly average Training count was 50 with a certification % of 85%• Having Successful co ordination with Manpower Vendor for smooth functioning of BPO.• Assigned the task to improve First Time resolution scores for all EAST Zone RTL circles and improved the scores from 61% to 68%

• Handled team of 30 agents successfully • Maintained an average scores of 80% in TL score card • Ensured almost 60% of the team achieves the Bonus by performing and achieving the KPIs• Below 2% attrition maintained • Managed activities spanning the spectrums of rostering, schedule adherence and leave planning for the employees..• Responsible for CSL desk dimensioning and CSL rostering for the zone having 28 CSLs in the team as an additional responsibility.

Customer care executive