Nitasha R Email & Phone Number

> 9yrs in BPO, Call Center (Operation and Transition) .Transition management and strategizing which aims at accomplishing the relocation of specific operations from the outsourcing company to offshore development center within the timeline defined in the service contract; with minimal or no disruption to business operations and quality of output. Effective transition management and in-depth transition planning is the key to any successful offshore endeavor. After successfully transited 4 on site and 2 off site processes across UK,Ireland and US have developed strong leadership, managerial and techno-functional skills.

Key Responsibilities:-Migration Handled -Successfully migrated from UK, "Frontline Helpdesk, a Voice driven process and Loans on Net a Data process. Was chosen from amongst many applicants to visit Leicester ( UK ) for this purpose. The project was successfully implemented and service commenced from India for the first time in Dec '03.

Key Responsibilities:-Migration Handled -Successfully migrated from UK, "Frontline Helpdesk, a Voice driven process and Loans on net a Data process. Was chosen from amongst many applicants to visit Leicester ( UK ) for this purpose. The project has been successfully implemented and service commenced from India for the first time in Dec '03.Business LeadershipTeam WorkCustomer ServiceOperationsManaging for Value.

Team WorkCustomer ServiceOperationsManaging for Value

> 8yrs in BPO, Call Center (Operation and Transition) .; Team Strength ( 75)Accountable for laid - down objectives with the support of 75 FTE.Responsible for supervising a team that supports the Finance & Support Operations functions through data gathering, analysis, and process coordination.Develop and drive process standardization approach in order to contribute in opportunity assessment, functional inputs and implementing support.Ensure the coordination and development of information relating to products and other critical/emerging business operations areas.Plan,schedule work team initiatives,oversee the financial processes, review related accounting reports.Reconciliation of opening and closing GL and Development and Execution of Audit Programs to ensure smooth flow and execution of work as per SLA's .Accountable for establishing internal accounting control PTP- Processing Payments, AP/AR Management, Taking web orders, reconciliation with Vendors and Bank Data. Cost Reduction:Cross Functional Training and Resource planning.Capacity Utilization: Increased from 41% to 92%.Attrition Management.Transition: Assisting US Clients in transitioning part of the processes from US to California and India.Migrated the Return Material Authorization process from; Migrated IPG Imaging and Printing Group Credit Returns process from Sunnyvale California. Have efficiently handled Processes & Project Management (Seat Utilization 1:1.89).Have Service Delivery Control Measures in place for efficiency gain.Put Process Improvement in place resulting to cost saving of $.14 million p.a.Put Cross Training program in place so as to maximise FTE utilisation and support different Processes during high volumes.Attrition dropped from 12% - 3% in 1 year.Part of Center Wide initiative of Employee Relationship and Staffing Team.

Migrated Insurance and Mortgage process for the Indian Vendors from UK and Ireland. Undertook an orientation programme in UK and Ireland for coaching and scripting as well as monitor education classes and seek initiatives to improve the education curriculum. Directly responsible for recruiting people as per process requirement to meet SLA's. Attain maximum utilization of resourse to make the process cost effective. Shift people across campaigns as per business requirement Work with the best industry standards (COPC), and proven methodologies (Six Sigma), to provide continuous improvement and world class service delivery. Strong Management of Change (MOC) skills to understanding organizational design and performance management. Managing change and application of proper account governance strategies key to ensuring success.Work closely with the training and recruitment team to cut attrition and provide consistency across the campaign. Share on-site responsibility for activity across the MBNA Europe, US and Canada programs. Performance and Quality Management at each vendor site.

Functions included :-Working on Six Sigma quality analysis to help focus on developing and delivering near perfect products and services.Rendering telephonic assistance to customer regarding product relation queries.Routine follow up of payments from credit cards holding customers.Telephonic as well as personal follow up to ensure payments from delinquent and extremely delinquent customers.Handeling a team of 15 team members and overseeing their performance and setting up agreed targets.To lead and motivate the team to ensure that each individual fulfills their potential.Ensure effective work flow management in order to meet agreed SLA's and quality levels.

B.A, Economics Major

P.G Diploma, Public; Arts & Managementscience