Samir Dalvi Email & Phone Number

Pune, Maharashtra, India

Pune Area, India

Supervising the team on the daily operational and transactional activities which includes queue management, driving SLA and accuracy levelsBuilding relationships and liaise daily with functional groups such as Transactions Management Team, Data Management team & IT Support teams ,as required, to drive efficiency and new initiativesResponsible for developing, preparing and interpreting statistical and analytical reportingProactively assisting with process re-engineering to eliminate non value add activitiesActively participate in on-going system integration projects and co-ordinate testing and training requirements when necessaryMonitor quality and consistency of process across the teams targeting standardization of knowledge & competencyDeliver on ad-hoc assignments as business requiresMonitor the performance of the team and responsible in tracking and implementation of KPI’s set for the teamGoals management and performance appraisals for the teamEnsuring the staffing requirements of the team are in line with volumesContribute towards developing the business strategy of the service line/functionEnsuring no Claims in the BusinessEnsuring the buffer % should not exceed more than 10 % for the TeamEnsuring the attrition % for the team is not exceeding the specified target.Maintain Green scores on the Voice of Customer survey..Focus Areas:Succession planning,People Management,Coaching and mentoring,Process Improvement,Customer centricity,Target Oriented,Data Analysis.

Team- Next Generation Revenue Management (British Airways World Cargo)Working ProcessCargo Bookings, Configuration of Flights to accommodate Cargo, Flight Restrictions, AVI Booking, Handling the Cargo Flow from Warehouse to DestinationOffshore Training:Traveled to UK (London) for Migration of Next Generation Revenue Management System. Duration – 6 WeeksHonors:Star performer for the month Sep’04 & Mar’05, with highest productivity and accuracySelected to travel to United Kingdom (London) to get trained & map the process & then train staff in India.Certified by British Airways on successful completion of System Migration.Promoted to the post of Team Leader handling team strength of 15 staffActive member in drafting SLA for Next Generation Revenue Management process along with senior managers.Developed many in house utility which resulted in gaining higher Productivity with Accuracy.Activities:Collating data & preparing MISSolving queries of the staff, conducting refreshers courseCommunicating with the clients via mails or callsAnalyzing daily, weekly & monthly Productivity of the staffConducting QC on daily basis and give feedback to agentsReviewing FMEA and Process Maps on quarterly basisDoing RCA on errorsMaintain Work Instruction Manual and Procedure ManualAdherence to compliance check list as per QMSRoistering and Leave Management System for Staff.Onshore Training:Introduction to Lean LEAPBuilding Young Leaders Time ManagementWorking AssertivenessProcess Training Undergone:British Airways Booking System.Material handling Control System.Flight Planning.Next Generation Revenue Management System.Focus Areas:Achieving the given Targets and SLAMaintaining the Quality standardMaintaining the Accuracy Level and controlling error percentageRevision of Key Performance Indicators.Training New Hires.

M.Com, Cost And Accounts

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