1. DEEPIKA AGGARWAL
Address: 108B/9, Kishangarh, Vasant kunj, Delhi-110051
E-mail: holistichealth1@rediffmail.com ((Ph: 9654549112
SUMMARY
An astute, result oriented leader with proven success of over 9 years of cross experience in Team Management, Training &
Development, Process Management, Operations Management & Risk Management.
Possess an inquisitive & analytical mind, creative thinking, excellent organizational skills, flexible & detail oriented attitude
combined with strong analytical & information analysis skills and a proven ability to interact with a diverse range of people
in a professional manner.
Experience in calculations as per requirement of process or real time basis, MIS Reports, Process Development & Business
Development activities in the cost-efficient manner with the unwavering quality standards.
CCoorree CCoommppeetteenncciieess
Risk Management  Customer Relationship Management  Operation Management  Quality Assurance  Persuasive
Communication Skills 
WORK EXPERIENCE
Aegis Ltd (ESSAR Group) Mar’09 to Feb’11 & Mar’11 to Mar’14 & Apr’14 – Till Date
Job Responsibilities - Assistant Manager – Process Assurance
Taking care of Compliance and Fruadulent activites of PAN India multiple Centers and different Lob’s like Airtel, Flipkart,
Vodaphone etc.
Handling Team of 25 members at PAN India Locations
Define activities of the team members on compliance Check to maintain Process Hygiene
Detect and Analyze the Fraud and Risks of the Telecom and E-com businesses
Visit multiple site for Supersize Check on Compliance Activities
Responsible for ensuring that the team meets and exceeds the client standards for production and accuracy on a
consistent basis
Formulate plans/ practices that enables the team to maximize their output in terms of productivity and accuracy
Positively respond to peak work volume/ pressure situations and have a motivating influence on the team
Maintain Floor/Process/Center discipline and implement all HR policies in a fair and transparent manner
Review with Client, Process Owners and Business Managers
Responsible for ensuring that the team meets and exceeds the client standards for production and accuracy on a
consistent basis
Actively participate in various functional workgroups to enhance organizational effectiveness
Take regular team huddle/meet to identify any communication gap/ process update requirements
Ensure that quality audits are reviewed and discussed with the team to ensure that the errors are not repeated
Maintain focus on development needs of team member and provide support through OJT mentoring / liaison with training
function for specific needs
Job Responsibilities - Team Leader
Actively participate in various functional workgroups to enhance organizational effectiveness
Taking care of Compliance and Fruadulent activites of Gurgaon and Noida Centers for Airtel business.
Take regular team huddle/meet to identify any communication gap/ process update requirements
Coordinate with the clients and circle team as per the requirement
Publish the compliance Reports and Dashboards
Ensure that quality audits are reviewed and discussed with the team to ensure that the errors are not repeated
Actively participate in various functional workgroups to enhance organizational effectiveness
Coordinating with Cross Functional Teams for the ensuring the smooth process.
Need to take the session with the team on Weekly/monthly basis ensuring that team is Performing on all the parameter

2. with the help of different trackers.
Attendance management of the Team along with circle Supervisor and SME’s.
Weekly/Monthly Review with the Assistant Manager and Sr. Manger on the basis of weekly/Monthly performance.
Job Responsibilities - Specialist - Quality
Monitoring the calls to ensure quality customer service and adherence to standard operating procedures of process
Design Scripts to be followed by agents to ensure consistency
Conducting refreshers for team leaders, Subject matter expert and Agents
Reviewing the SOP to update and change
Coordinate with the clients and circle team as per the requirement
Publish the compliance Reports and Dashboards
Need to take the Pre Shift briefing to provide the product update to complete shift and also awareness of the current
customer issues and the way to handle them, our current pain areas and how to recover them also took the dipstick to
check the awareness level.
Need to take the Escalation call, maintain the escalation tracker and ensuring the address and close loop of the customers
concern.
Need to publish the Compliance Dashboard like Wrong SR, Wrong Waiver, and Briefing Dashboard.
Need to fetch the Report and Publish the Tracker of the Customer issue, Top Header, Tagging Data Current Pain Areas.
Interact with Client for any kind of Product update, any customer concern, Current issue, any service failure, New Product
and for any clarification
Bharti Airtel Services Ltd Oct’07 to Mar’09
Job Responsibilities - Senior Officer (Airtel –PAN India Corporate customers)
Dealing with PAN India Airtel customers
Responsible for End to End customer Service
Monitor the floor and arrange breaks
Maintaining daily activity report and service level achievement details
Maintaining coordination between different processes of Airtel
Keep a track of the bottom outlier of the process and publish that on regular basis so that the same can be controlled.
Need to ensure that floor discipline and decorum is maintained for all the circles.
Need to ensure that all the circles remain on the same page and have a complete control on the Circle AHT & Break.
Raised an alarm whenever and wherever is required i.e. if any specific requirement for any given circle is not met inform
the same to the circle owner with Shift Lead so that same can be controlled within time.
Publishing Dashboard - Revenue leakage Dash Board, Team Leader Productivity, AL/SL Dash Board hourly weekly,
monthly dashboards,, Shift adherence Report, Daily Productivity Report
ACHIVEMENTS
Rewarded as Best Performer in Mobility services from Bharti Airtel Ltd
Won the contest on best Team leader of the Year
Got certificate for lowest attrition.
Pre-senior General Knowledge Test Certificate from UNITED SCHOOL ORGANISATION of INDIA
General Knowledge Merit Certificate in LIONS PRATIBHA
Data Privacy course through LEAP
MARITAL STATUS: Married
LANGUAGES KNOWN: English and Hindi.
REFERENCES: Will be furnished as and when required.
Date:
Place: (Deepika Aggarwal)