1.  Asst. Manager Operations
With focus on, People & Performance
Key Deliverables
 Framing work direction for team members after assessment
of capabilities in sync with business requirements.
 Formulating various weekly/monthly MIS reports pertaining to
process/productivity.
 Setting up targets, SLA’s, setting and maintaining CTQ
(Critical to Quality) / CTP (Critical to Process) targets and
involved in planning for the process.
 Mapping business requirements and coordinating in
developing processes in line with pre-set guidelines.
 Monitoring the overall functioning, identifying improvement
areas and implementing adequate measures to maximize
customer satisfaction level.
 Conducting internal process audits & process reviews for
ensuring strict adherence to the process parameters/systems
as per defined guidelines.
 Setting out quality standards for various operational areas,
ensuring a high-quality customer experience while adhering
to the SLA’s and work processes.
 Managing team functions viz. manpower planning,
recruitment & selection, performance appraisal, training, etc.
 Leading, mentoring & monitoring the performance of team
members to ensure efficiency in process operations and
meeting of individual & group targets.
Occupational Contour
DISH TV India Pvt Limited (ZEE Network Venture) Oct’11 to Present
Asst.Manager Operations
Major Responsibilities Handling: In house team management of 180 employees
Basic KRA’s:
 Responsible for Managing and ensuring SLA’s are met.
 Working towards the KPI achievement.
 Ensuring CPC is reduced for the Process.
 Taking care of In house team, 10 team leaders, having a span of 20-25 agents.
 Ensuring team performance is met and APR is up to prescribed standards.
 Conducting daily & monthly review with team.
 Ensuring that the IVR utilization is maximum and abandon at Switch Level is not high.
 Ensuring Volumes are equally distributed as per the centre capacity and is regularly monitored.
 Ensuring process improvement measures are taken for smooth functioning.
 Updating the CRM on timely basis as and when required.
 Responsible for Rostering & Manpower planning across all shifts.
 Spoc for HR hiring.
 Strategizing new methods to curb Idle% and ensuring results.
 Strategizing ways to meet Service Level and Answer Levels.
 Setting up KRA’s and targets for Leads.
Projects
Customer First
 Analyzed, Improved and controlled “Customer First” Project.
 Introduced new Quality sheet basis Customer Service platform.
 Planned and trained entire center on new modules.
 Implemented New monitoring methods to drive and close loop the project
Repeat
 Trained and set up specified Repeat Desk.
 Monitored the desk closely (SLA Specific)
Pawan kanyu
Cell: 9873106186
E-Mail:kanyu.pawan@live.in

2. Customer retention
 Identified reasons for customer churn
 Trained specific agents for retention desk
 Increased retention % from 67%to 74%

 Spanco BPO services LTD Dec10 till August 11
 Asst Manager Operations
 Client :- Idea cellular LTD( Punjab circle)
 Managed team of 120 CCS with 4 TL reporting to me
 Responsible for all the SLA’s as per statement of work by client and organization
 Coordinated with training team for training of new batches for pilot process
 Coordination with client for smooth function of process and customer impact in terms of downtime etc.
 Coordination with MIS team for implementation of process related reports
IBM Daksh business process service pvt LTD Sep’07 till August 2010
Asst. Manager Operations
Client: - Airtel (Bharti cellular ltd) M&G circle
Responsibility handle
 Responsible for team of 70 CCS and 2 team leads
 Responsible for all the KPI’s as per statement of work by organization and client
 My Profile involves handling a team, ensuring that the Productivity is met, whether it is AHT/ICE or any other parameter, taking care of
all the Auxes and all the admin work related to the team keeping in mind all the Hygiene issues.
Achievements
 Created team of 70 CCS who were working in break shifts to manage the peak volumes of the day(commando-shift)
 Handled team of part –timers with 0% attrition for the quarter
 Was declared as retention champion for 2 quarters consistently
 Improved the CSAT and quality scores of the team quarter on quarter by the tool called coaching
 Achieved 92% score in E-Sat (Gallup survey)
 Projects
Samay:-
 Lean project to reduce the AHT of the team and LOB by analyzing the NVA’s on the call
 Introducing scripts and solutions as per query and complaint of the call
 The project helped LOB in reducing AHT by 12 seconds from 130 to 118 seconds
Aegis BPO services LTD March ‘06 – April 07
Asst. manager
Client: - Idea cellular LTD (Andhra Circle) (Out Bound)
Responsibilities
 Managing customer retentions outbound process for Idea Cellular Ltd, AP circle for prepaid & postpaid customers
 Responsible for the Customer Satisfied performance metrics. Responsible for dealing with all kind of Escalation calls and provide in
best services to the Customers
 Involved in providing Extensive Trainings/Coaching’s to the Agents so as to help them Growing and performing in their current role.
 Successfully shown improvements in the scores of BQ’s, through Coaching, keep a tab of every thing they do to ensure Performance

3.  Taken initiatives by introducing inbound services for 60day old deactivate subscriber this helped client in winning back 25% deactivate
subscribers.
 Initiated process of pro-active retention and reactive retention based on needs of customer
Milestones Achieved
 Was awarded as best people manager and achiever by center head of Hyderabad center
 Customer retention ratio – 1:2 for prepaid and 1:5 for postpaid, PCO-CCB retentions 1:3. Contact ability ratios in postpaid 93%, prepaid
75%, PCO-CCB 50%.
 Zero attrition for 2 consequent quarters.
Looking at my performance and dedication towards the work I was given additional Process and client to handle
Client & Process: - HLL Pure it (Now HUL Pure it)
 Pure IT is a water purifier launched by HLL
 Managing inbound customer care (pre-sales as well as post-sales) for Andhra Pradesh state for HLL Pure it
 No. of people : 12
Responsibility
 Maintained, Tracked and analyzed team performance on process requirement for call quality as well as call productivity.
 Taking team huddle in regards to the daily team productivity.
 Giving feedback in order to enhance quality and productivity.
 Taking escalated and complaint client calls and then resolving them within a given timescale.
 Ensuring adequate and appropriate training on the product and process for the agents and nominating them for the same.
 Ensure all admin related issues are taken care of (updating transport roaster, meal coupons, holidays/attendance schedule and daily
break schedules).
 Forwarding process related mails to the team as well as the mails on general awareness and n any updates in the company.
Achievement
 Pure IT customer service process migrated in 21 days with IVR support to client.
Client & Process: - HLL Lux Shriya contest (Promotional process)
Responsibility
 Ensuring adequate and appropriate training on the product and process for the agents
 Ensuring 100% accurate data of customer is captured by agents
 Coordinating with client and sending him 100% accurate reports and data
 Responsible for all the SLA’s as per SOW of client
Achievement
 Lux promotional inbound operations – provided additional sales of 15% in AP circle.
 Client appreciated me for 100% success of the promotion
Orion Dailog April 05 – March 06
Team Leader
Client & process: - Tata Teleservices (Andhra –Pradesh)
Non –Voice Order Login & Order Entry process involving
Responsibility
 Receipt of CAFs (Customer Acquisition Forms) from distributors & dealers
 Physical verification of the CAF & attached documents
 Verification of the cash, and issuance of cash receipt
 100% accurate and correct Data entry of CAF into the software
 No. of people : 15
Achievements

4.  Achieved all service levels as specified in statement of work for all processes on a consistent basis
 Was awarded as best bossiness partner employee by client
Orion Dailog August 04–March 05
Team Leader
Client & process: - Airtel (Bharti cellular Ltd) Delhi circle
Responsibility
 Coordinating with Executives and providing them all the assistance i Training, Motivating and then generating Business out of the
executives. Also responsible of sending MIS and downloading new update from the Senior Officials and then updating the same to the
team.
Achievements
 My team Increased the retention rate by 10% month on month
 Consistently met target service levels specified by the client
 Commended by CEO for improving process profitability
 Prepared training material (SOP- structured operating procedures) for the process for new recruits
Orion Dailog March 03–August 04
Team Coach
 Location : Delhi
 Reporting to : AM - Operations
 Span of control : 20 agents
 Client : Airtel
 Process
o Inbound postpaid customer care
o Non-voice customer care
o Dealer desk of easy recharge
 Achievements
 Improved the Quality score and JK test scores
 Reduced the AHT by counseling the Agents and help them in handling the calls effectively
 Reduced the errors in CRM Data capture by 15%
 Energized the team members
 Constantly assisting the team members with their process related queries
Orion Dailog Jan 02–March 03
Customer Service Representative
 Location : Delhi
 Reporting to : Team Leader
 Client : Airtel
 Process : Inbound Prepaid & Postpaid customer care
Achievements
 Was acknowledged best CSR for regularly 2 quarters
 Performed consistent in quality scores & job knowledge quiz
 Based on my performance was deputed to new call center in Chandigarh as SME
Academic Credentials
 Bachelor of Arts.
Other Credentials
 Underwent several knowledge enhancement schedules as:
o Business Etiquettes. o Coaching and feedback.

5. o Manager as Coach o Six thinking hats
 Holds the distinction of being certified
o Six Sigma introductions.
o Lean project
Personal Dossier
Address: H no 8 street no 14 A, prem nagar Z block (Kashmiri-colony) vitasta enclave Nazafghar new delhi-110073
Pawan Kanyu