Professional SummaryArdent Call Center Operations Manager especially adept at call center hiring coaching and ongoing training to ensure compliance with operations regulations. Skilled at setting and meetingproductivitygoals.Specialize inconflictresolutionandthetimelypreparation of operations and productivity reports.Core QualificationsGood knowledge of project management proceduresFamiliarwiththeuseand maintenanceofdialerand dashboardtools Solid understanding of quality assurance practicesProficient in the preparation of budget reports Strong ability tohandle multiple tasksefficientlySolid verbal and written communications abilities Excellent motivational skills

Responsibilities:-Risk managementspecialists are financialmanagersthat usespecific training,skillsandexperiencetoidentifypossible risksthatcouldresultinlower cashflow andhigherinsurance ratesforthebusiness.These specialists assessrisksand implement plans and strategies to minimize business losses.

Ensuring thatstaffis motivated, monitored andmeasured in line with company targets and performance standards.Responsible formaking sure that any gapsin performance or quality are quickly identified and addressed. Producing accurate reports on team performance for senior managers.Swivel Desk:• Driving the efficiency and effectiveness of the Swivel Chair process.• Producing management information, including KPIs and reports• Monitoring the effectiveness ofincident management and making recommendations for improvement.• ManagingSeverity1ticketswithin thetimelinestoensuretheSLAismet(Human Response of 15 minutes Target)• Driving, developing, managing and maintaining the major incidentprocess and associated procedures.• Reviewing and auditing the process.• Co-ordinate with multiple teamsto get the issue resolved within SLAIncident Manager:-• Taking care of Musgrave and Panasonic accounts• Incident Management of High SeverityIncident-sOutage Management,.• InitiateBridgecallsdrivecommunicationandteamstoensureuptimeof Infrastructure within Service Levels.• Exposure to ITIL framework• Handle client contacts&engage as&when required Workwith rightresourcesto resolve an issue & make sure the issue isresolved & client is updated• Prepare the required reports on Command Center tickets &calls.• Worked in Disaster Recovery in regards to ensuring that all documents are current and correct. Made suggestions on how to improve based on previousissues.• and deactivation process.• Creating checklist for Activation and deactivation• Creating profiles and giving accessfor technical teamto review the checklists• Creating reports accordingly and shared with Project Managers.SCOAD: - (Secondary Control Over Activation and Deactivation)• Worked as Service Delivery Specialist• Taking care of server’s activation and deactivation process.• Creating checklist for Activation and deactivation

The Inside Sales person will focus on customer acquisition. This position involves cold calling new potential clients, client business referrals, or web leads. Provide prospective customers/clients with all services offered, and additional presentations as needed. Work with client to create solutions for their needs and consult through the sales process. Must be energetic, well-spoken, and eager to close sales and increase revenue.Inside Sales Duties and Responsibilities• Cold calling; making multiple outbound calls to potential clients.• Understanding client needs and offering solutions and support.• Researching potential leads from business directories, web searches, or digital resources.• Qualifying leads from digital campaigns, conferences, references, tradeshows, etc.• Creating and maintaining a list/database of prospect clients.• Presenting and delivering information to potential clients.• Answering potential client questions and follow-up call questions.• Working with sales team when closing sale.• Tracking weekly, monthly, and quarterly performance and sales metrics.• Building pipelines with channel partners and team members to close sales.• Maintaining database (Sales force, CRM, Excel, etc.) of prospective client information.• Closing sales and working with client through closing process.CTDMS: - UK ProcessSwivel Desk Duties: - Driving the efficiency and effectiveness of the Swivel Chair process. Producing management information, including KPI's and reports. Monitoring the effectiveness of incident management and making recommendations for improvement. Managing Severity 1 tickets within the time lines to ensure the SLA is met (Human Response of 15 minutes Target) Driving, developing, managing and maintaining the major incident process and associated procedures. Reviewing and auditing the process.