Sagar Saurabh Email & Phone Number

Kolkata, WB, IN

India

Manage the Quality and Training practice for all sites in IndiaManage back-to-back ramp-up classesSupervise a team of up to 8 managers with an entire function size of 70 membersManage day-to-day quality operations and ensure quality targets are met across all lines of businessEnsure quality and performance management framework is in place and coordinate.

Ranchi, Jharkhand, India

Handling Training and Quality portfolio for the leading sectors like - Travel, Automobiles, Logistics, Banking, Food & Consumer Electronics.Responsible for giving end to end solutioning to run the training operations and deliver excellent learning for the overall accountsTransactional Quality deployment and continuous improvement drive along with.

Patna, Bihar, India

Key business development and adding business to portfolio for overall growth to organizationMentoring, monitoring, guiding, and accelerating existing processes and teamOverall driving customer service delivery, client engagement and client servicing to existing line of businessManaging overall profit and loss for the accounts and drive profitability with.

Patna Area, India

Managing after sales service operations for entire Bihar as service manager through multiple channel partners.

Jamshedpur Area, India

Handled 2 Contact centre Partners and Inbound Contact centre Operations for Tata Sky customer operations. Delivered superior class service at Contact centre through service Partner for Premium segment customers PAN India of Tata Sky

Jamshedpur Area, India

Worked as a Training Operations Manager for East, India and handled 3 contact centre partners to manage day to day training and development needs

Ranchi Area, India

• Collaborate with stakeholders and management at location and understand the training requirements for training LOB to ensure that the training contents are planned accordingly and are scheduled accordingly within.
• Periodically liaise with clients to understand their individual business needs to customize training refreshers accordingly.
• Meet New Hire Training SLA with operations for training.
• Ensure adequate staffing and deployment of team members for client engagement and training unit.
• Establish performance goals and allocate resources efficiently amongst the training team for your LOB.
• Adequately prepare the training team for LOB to enhance effectiveness of training delivery and better agent attrition management.

• Head Quality,Training, Quality & Knowledge Management for Sales & CSD function, from Oct-2009 till Aug-11 as Assistant Manager Circle – Bihar & Jharkhand, Helped the contact centre team at Kolkata for entire setup of.
• Responsible for end to end training and setup of CAF Agency before launch till date.
• Responsible for end to end training for entire universe of Customer Service Department.
• Created and updating of Knowledge portal on daily basis.
• Created a special division called “Academy of Excellence”, focused on end to end solution for training & performance for the entire company.
• Customer Satisfaction & Measurement Management leader for Bihar & Jharkhand circle

• TRAINING & DEVELOPMENT, from April 2009 till Oct-2009 as Sr. Executive (Training Delivery & Knowledge Management), Circle – Bihar & Jharkhand, Deptt: - CSD
• Part of the Launch team of MTS Bihar & Jharkhand team
• Helped the contact centre team at kolkata for entire setup of contact centre
• Done training and setup of CAF Agency before launch
• Done training for the process & product for Sales Department
• Trained the Entire universe of Customer Service Department

Patna ( Bihar & Jharkhand )

• TRAINING & PERFORMANCE SOLUTIONS, from March 2008 to April 2009 as an Executive (Trainer & Master Coach), Circle – Bihar & Jharkhand, Deptt: - CSD
• Transited and promoted from Airtel Enterprise Services to Training CSD
• Responsible for complete CSD training & Performance of Bharti Airtel Limited.
• Assisting department for better customer experience through learning & development
• Content development for the training, imparting the training to entire customer experience
• Monitoring and doing Training need identification for all CSD vertical

• Worked on the roles of Bharti Airtel Limited.
• Assisted customers with inquiries and resolved potential customer service issues
• Responsible for resolving customer Q/R/C and to action upon them with in TAT.
• Responsible for provisioning to all customers accounts as per the needs.
• Able to handle team of approx 30-40 Team Members
• Coordination with Inter departments, Escalation handling & resolution

Patna, Bihar, India

worked as a customer service representative for an outbound customer connect center.

Bachelor Of Commerce - Bcom, Business/Commerce, General

Matriculation

Activities and Societies: Drama Artist, Dance