Samuel Isaac Email and Phone Number

• Head Pune Operations for BFSI domainRole and Responsibilities• Functional exposure in handling end to end operations, quality delivery, hiring, training and process improvement.• Adherence to defined KPI’s & KRA’s.• Automation of reports and enhancement of technology for better management of inbound calls.• Pro-active communication with Client & Partner Company for augment revenue.• Resolve grievances escalated from Client, Partner Company & Retailers.• Active involvement in transition of upcoming queues to be sailed in various locations.• Successful transition of various queues related to the project managed and other BFSI processes.• Grow business by forecasting the opportunity of business enhancement and increment in disbursement flow.NBFC• Head the process for outbound lead generation, cross-sell, inbound and email support.General Insurance• Head the process for outbound lead generation & cross-sell campaign.

Responsibilities• Being a process owner need to handle end to end planning, delivery & process improvement.• Responsible for ensuring the Operations environment is run in a controlled manner, ensure all KPI’s are achieved and delivered to the standards agreed. • Foster an environment that thinks creatively about process and finds opportunities to standardize and improve workflow or processes to realize value, increase flexibility.• Prepare necessary regular & ad-hoc reports and review reports prepared by team. Ensure adherence to SOP & other guidelines, support internal & external audits.National Population Register• Head a business unit for an e-governance project of Census Department for a scheme called National Population Register, with a team size of 450.• Functional exposure in handling end to end hiring, training and process improvement.• Pro-active communication with client & management to ensure expectations & smooth sail of project.• Drive & monitor process improvement projects towards increasing efficiency, productivity and reducing timelines.International Projects (Non Voice Profiling & Chat/Email Support) • Responsible for ensuring the Operations environment is run in a controlled manner, ensure all KPI’s are achieved and delivered to the standards agreed. • Prepare necessary regular & ad-hoc reports and review reports prepared by team. Ensure adherence to SOP & other guidelines, support internal & external audits.• Regularly communicate with client & to understand the requirement & timely changes required if any.Domestic Telecom Inbound• Cater a call volume of 40000 calls with a team size of 300 agents with 2 AM's & 14 TL's• Managing escalations related to people, policies and process• Constantly evaluate, asses and manage the development of all team members• Mentor, coach and motivate the team members towards high productivity and performance.• Ownership for Performance development and counseling for performance of team members.

Role and Responsibilities• Functional exposure in handling end to end hiring, training and process improvement.• Adherence to defined KRA’s.• Automation of reports and enhancement of technology for better management of inbound calls.• Reduce cost of the inbound center through customer service related outbound calling.• Pro-active communication with Insurance Company officials PAN India to augment client management.• Resolve grievances escalated from corporate, retail customers and Insurance Company officials.CUSTOMER SERVICE• Minimize the number of repeat calls into the inbound center through creation of a customer chart that would be escalated to the claims department with a TAT of 48 hours.• On the same grounds, a case where more than 5 calls were received into the call center was escalated to the claims team for immediate resolution.• Reduction of AHT from the current 259 secs to 240 secs.• Ensure that the C-SAT feedback is captured and the same is shared with the management.• Improve the utilization of the website through introduction of chats, blogs and a web grievance tool.RSBYRSBY has been launched by Ministry of Labour and Employment, Government of India to provide health insurance coverage for Below Poverty Line (BPL) families. The objective of RSBY is to provide protection to BPL households from financial liabilities arising out of health shocks that involve hospitalization.• Responsible for enrollment of Below Poverty Line (BPL) citizens in 56 districts around the country.• Planned the enrollment activity through a bead plan and this was communicated to the vendors that assisted in this process.• Validation of the enrolled data to ensure that the facility provided was not mis-used.• Regular audits of the teams of the enrollment data.• Communication with officials from the Insurance Company as well the Central Government.

Planning for Delivery• Conduct resource allocation & work planning • Identify critical areas, implement key controls in these areas & ensure controls are metProvide inputs & requirements to Senior Management for contingency & disaster recovery plansSecuring Delivery• Responsible for ensuring the Operations environment is run in a controlled manner, ensure all KPI’s are achieved and delivered to the standards agreed. • Manage both Human as well as technological resources to ensure that all operational risks are mitigated, there is coverage to ensure any business requirements, standard and non-standard SLAs are understood and met at all times. • Ability to manage to market driven flows, understand the client and market needs and manage the team to adapt to these, for ensuring delivery.• Review and apply continuous improvement strategies to the workflows.• Use excellent communications skills coupled with proven ability to function effectively in a multi cultural and global business environment• Foster an environment that thinks creatively about process and finds opportunities to standardize and improve workflow or processes to realize value, increase flexibility.Quality Assurance• Drive quality consciousness on the floor, review audit data & take corrective action• Prepare necessary regular & ad-hoc reports and review reports prepared by teamEnsure adherence to SOP & other guidelines, support internal & external auditsCustomer Relationship• Build & maintain long-term relationships with customers & process stakeholders• Push back & be assertive with customers with regard to process responsibility & delivery issues when requiredProcess Improvements• Encourage team members towards process improvements, analyse & decide on ‘GET AN IDEA’ ideas received. Monitor progress of implementation of ‘GET AN IDEA’ ideas• Drive & monitor process improvement projects towards increasing efficiency, productivity and reducing timelines

• Analyze market and accordingly set prices.• Set daily targets for collections and sale.• Regular telephonic conversations with dealers and retailer.• Resolve issues with dealers and retailers, regards to discounts & credit notes.• Motivate executives and Sales Manager, by floating surprise incentives.• Visit to various dealers & retailers to boost business and verify why sales down in particular area/product.• Conversation with growers and suppliers, to arrange raw product.• Recruitment of executives and sales managers.• Training Sales Managers with various strategies for better results.• Maintaining reports, dealer & retailer wise, with regards to sales and collections.• Maintain daily reports for sales, collection, transport and germination of seeds.• Design and float various discount schemes to increase cash flow for the company.• Semi-monthly meet with executives of various sectors to understand the problems and issues and overcome them.

Role and Responsibilities• Attending inbound calls for a US collections process.• Maintain exceptional standards of quality to ensure highest levels of customer satisfaction.• Analyze daily and weekly team statistical reports; prepare spreadsheets that reflect current data.• Develop a call center dashboard to track and measure performance on a timely basis.• Responsible for providing leadership and direction on improving customer satisfaction, institution satisfaction.• Developed and leaded a team of advisors and associate staff ensuring adherence to company policies and procedures and achievement of productivity and quality goals.• Maintained and corrected time records, assures that overtime targets are not exceeded.• Developed and provided appropriate levels of training and coaching to members of FDCPA, FCRA, Standard Operating Procedures and other essential organizational functions.