Reshmi Roy Email & Phone Number

India

Worked as a teacher, teaching JavaScript (Advanced Professional Level) to the students of age group13 – 17 years, based in USA, UK, Canada and Australia.

Delhi, India

Project Manager ( Operations ) Projects: iDiscoveri, SamsungJob Role: Profiling, Validation and Lead Generation ( Outbound )Worked as a Project Manager for the Telemarketing Division of an AD agency and handled 3 separate projects namely iDiscoveri Xseed,Samsung Touchscreen mobiles and iDiscoveri Events, primarily.Team size: iDiscoveri Xseed: 15 advisors with 1 supervisorSamsung Touchscreen Mobiles: 25 advisors with 1 supervisoriDiscoveri Events: 24 advisors with 2 supervisorsMajor KRAs: Client Interaction, Co-ordinator between the CRM (Client Relationship Manager), the Operations, Database Team, Website Team, Admin, IT and the HR.Owner of the entire project and responsible for meeting the targets set by the clients.Recruitment,Training,Distribution of work, Administration and Client Reporting.Preparation of Training Manuals and Process Flow Charts for each project handled. Achievements:Was sent to Chennai Branch office of DIGITAS to set up a parallel process of iDiscoveri of 10 Tamil speaking advisors, within a span of 15 daysWas hand picked by the call centre head, to run the pilot project of Samsung process (which in ad-agency terminology, means to pitch-in to the client) which was a success and helped the agency to win the business.First project handled (iDiscoveri Xseed) was a grand success, based on which, the client gave the company more business (at a gap of 2 months) i.e. iDiscoveri Events, on a larger scale.

Kolkata, West Bengal, India

Assistant Manager ( Operations )Process : Orissa Prepaid ( AIRTEL )Customer Service ( Inbound )Max Team Handled so far : 55 advisors with 2 OPS Leads reporting directly to mePlaying the role of a Floor Manager for 150 advisors logged-in at a timeClient Interaction, Data Analysis, Real-time Floor ManagementCarrying out Projects for the Betterment of the Process, as a wholeBe part of Meetings, Conferences and Team Meetings at various levelsAchievementsDeclared as one of the Best People Managers in the entire Kolkata LocationCarried out Training Sessions ( MTI Removal, Business Etiquettes ) for Orissa LOBVarious new concepts such as Internal RnR, Common Web Page, Mentor-Mentee Program etc brought-in, for the enhancement of LOB Performance & welfare of Advisors, Leads at large

Kolkata Metropolitan Area, West Bengal, India

Process : UK - Teleselling OutboundActively involved in the Recruitment Process of the UK CampaignsConstantly, interacting with the client, on a weekly basis for the betterment of the processes Management of two campaigns simultaneously - first one is a Tele selling campaign and the second one is a Lead Generation campaign. The first process comprises of a team of 25 FTEs and 2 supervisors reporting to me and the second one comprises of 10 FTEs and 1 supervisor reporting to me. Responsible for achieving the desired daily floor targets Generating Floor Reports- daily disposition report, sales report. EOD reports and attendance report Calculation of incentives of the agents on a daily, weekly & monthly basis.Maintaining Quality Feedback Reports : co-ordinating with the Team Coach to adjust the quality criterion if there is any change in client requirements.Keeping record of the Voice Files of every sale made on the floorCarrying out Product / Process Training sessions for the agentsClarifications regarding the scripts, rebuttals & queries related to the campaignthrough sessions & monitoring of callsPlaying the role of the Verification Officer on the Floor, as and when required AchievementsExceeded the desired daily floor targets as per the expectations of the client

Noida, Uttar Pradesh, India

Joined as a Customer Care Executive and steadily promoted till Team Leader.In my last position & role:Process: UK (British Telecom ) - Back Office (Order Processing. Inbound. Outbound Blended Process )Managing a team with 23 FTEs reporting to me.Queue Management. Prioritization and Bucketisation, client interactionVirtual Trainer for the process for backfillsReports - Client Reports. Daily Productivity etc.Quality Auditing. Quality Reviews & Feedback. Call CalibrationsRepresenting the Process Manager on various occasionsIn-charge of the Complaint Log and Issue Log for the entire processFloor SPOC for the entire process and Acting Process Manager in the absence of the Process Owner AchievementsRaised the average level of team performance across all KPI'sTeam performance exceeded expectations in the first operational month itself(achieved 47.5 orders against a target of 35 orders set by the client)Have been involved in the exercise for Root Cause Analysis on the Fluctuation inPerformance Level depending on the Type of Queue being processed

Master Of Computer Applications - Mca

Biological And Physical Sciences

Received National Scholarship on merit basis in the year 1989.