1. SHINE NAIRB.E, MBA, Busi. Economics
Nirmalyam, Puthenmadom, Thevally, Kollam 691009, Kerala
PH: 0474-2793388(India), 001-647-720-6165(Canada) E-mail: shine72_10@yahoo.ca
 Capital Market Exposure • GreenBelt • Change Management
 OperationsManagement • Lean Six Sigma • Training
 ProcessOptimization • BPO Experience • Quality Auditing
 BusinessDevelopment • Strategic Planning • Budgeting
--------------------------------------- Professional Profile -------------------------------------------------
 GreenBelt-EquivalentSeniorLevel professionalwithGoodexperience in Productivity&
Change Management
 Proventrack recordin Capital Market and International BPO
 Experiencedinhandling large teamof250+ includingChief Managers&SeniorManagers
 Highlyanalytical decisionmakerwithextensive experience in BusinessDevelopment,
optimisingbusinessprocesses,QualityAuditing& Managing operationswithdue importance
to cost effectiveness.
 Seasonedexecutive withexperience in acrosssectionof Industries includingBPO,Financial
services,Medical services,Manufacturing etc
 International businessexpertise withexposure tomarketsinNorthAmerica (Canada),
India and Middle East (AbuDhabi)
 Verygoodunderstandingof Leansixsigma principles (GreenBeltCertified)
 Good understandingof MSExcel,PPT, Visio, word, Powtoons etc
 Good understandingof Leantools like DMAIC, PDCA,A3 etc
 Possess Endto End understandingof a product’s life cycle viz- a- vizProduction,Management
and Economicaspects
-------------------------------------------- Education & Certifications -----------------------------------------
 B.E - Industrial Engineering - MIT Manipal,India (1996)
 Masters inBusinessAdministration - Madurai Kamaraj University,India (1998)
 CRM concepts -2 weekstraining - IIMAhmadabad,India (2011)
 BusinessEconomics(1yearprogram) - Humbercollege,Toronto,Canada (2014)
 Lean Six Sigma(GreenBelt) - Universityof Toronto,Canada (2015)
------------------------------------------------------------------------------------------------------------------------------------------

2. ---------------------------------------------------- Major Achievements ----------------------------------------------
• Developedthe Call center/CustomerCare divisionof GeojitBNPParibas Financial Services intoa
150 seatedcapacitysupporting over5000 callersperday (Inbound&Outbound)
• Transformed the GBNPPCall Centerinto a leading departmentthat drivesthe Sales,throughlead
generationcampaigns&at the same time supporting the BackOffice OperationsandBranchOperations
•Transformed the Call Centerfrom a ‘CostCenter’to a ‘ProfitCenter’ throughthe introductionof
variouspromotional andsalescampaignsoverthe phone
• Introduced Multilingual servicesthroughthe call center (English,Malayalam, Hindi,Tamil &
Marathi) to the 7 Lakh + customersof the companythat helpedindevelopingbusinessacrossthe
country
• Conceived,supervisedand implemented anonline platformtofacilitate fasterandeasiertransferof
informationonprocesschanges etc, acrossthe companywhichlaterbecame the mainstreamtraining
portal of the company
• DevelopedandtrainedaQuality Auditingteamto monitorandauditthe InboundandOutboundcalls
and E-mailstoand fromthe customersresultinginsubstantial reductionof CustomerComplaints
• Developed dedicatedteamsforTraining,Branchsupport,Back Office support,whichensured
continuityandstabilityof operationsandfacilitatedfasteradaptabilityof new recruits.
• Documentedthe operational procedures of the variousprocessesinCall Centerresultingin
standardizationof processes andimprovedemployeeproductivity
• Initiatedacustomercentric culture withinthe company
• Implemented variousstrategiccampaignslike Customerreactivation,Home loans sales,Real estate
salesetcthroughthe Call Center
• Developeddedicatedsupportteamsto provide BPOservicestothe B2B partnersof the companyeg.
AxisBank,SouthIndianBank,Federal Bank,SundaramBNPParibasetc
• Initiatedandimplemented datacollectionprocessestogenerate keyMISreports
• Initiatedthe developmentof variouscontactcenterapplicationsaspart of Process Optimization
• Developedandoptimizedthe call centerDash boards for efficientsupervision &routingof callsand
mails
• Asthe Headof Operations,initiated‘combining’ of the accountopeningbookletsof DematA/Cand
TradingA/C resultingin substantial savingsinthe cost of printingandstorage to the company,in
additiontothe increasedcustomerconvenience of dealingwith only one bookletinsteadof two.

3. • OptimisedvariousBack Office Operations processesof the companyincludingaccountopeningand
digitizationprocesseswhichwere labourintense
• Motivatedandmanagedthe employeesof Call CenterandOperations departments throughdifferent
phasesof ProcessOptimizationand Change Management
•Indigenisedthe digitizationof customerdocumentsprocessresultinginhuge savingstothe company
inadditiontothe improved productivityand effective utilizationof humanresource
• Introducedhierarchical organizational structure withinCustomerCare andOperationsDepartments
comparedto a flatstructure resultinginincreased operationalefficiency andemployee motivation
•Initiated,supervisedandcompletedthe documentationofvariousprocessin Back Office operations
--------------------------------------------- Professional History -------------------------------------------
Own BPO Business (Canada) - 2013-2015
Managing Partner – (IndependentBusinessOwner(IBO) -Arise/Rogers)
 BusinessDevelopment
 AttendIBOmeetingsandTrainingprograms
 Ensure SOW(Statementof Work) &SLA (Service LevelAgreement) adherence
 AttendClientMeetings
 Employee recruitment, trainingandorientation
 Qualitymonitoring &feedback
 Weeklyreviewmeetings
 Revenue monitoring&Payroll maintenance
------------------------------------------------------------------------------------------------------------------------------------------
GeojitBNPParibas Financial ServicesLtd (Share Broking) (India) – 2008-2012
Assistant Vice President– (CustomerCare & Operations)
 Responsible forroutine operationsandcustomerservice
 BusinessDevelopment, Strategicplanning&Processimprovements
 IdentifyBusinessOpportunities&provide recommendationstoTopManagement
 Budgetpreparation
 Customerdatacollectionandanalysis
 AttendSeminars&meetingsorganisedby Regulators&B2B partners
 Ensure SLA(Service Level Agreement)adherence intermsof abandonedcallsforall B2B partners
 RepresentH.OonCustomer/Clientmeetingsconductedatbranchlevel &make presentations
 Attendannual salesmeetingstopresentdepartmentperformance
 Change Management& People Management

4.  Definitionanddocumentation of processes
 Evaluationof processperformance
 IdentifyandImprove ‘weak’processes
 Holdmeetingsto collectfeedbackandsuggestionstoimprove processes
 Ensure employeeparticipationinprocessimprovements
 Perform‘Employeecounselling’asa part of change management
 Ensure continuousimprovementthrough‘KAIZEN’events
 Productivityenhancement
 Trainingemployeesonnewprocesses
 Oversee Qualityauditingof callsand e-mails
 Implementvaluablecustomersuggestions&feedbacks
 MonthlymeetingwithFunctional headstocoordinate andimprove operations
 Oversee CRMsoftware implementation
 Newproducttesting
 Ensure optimummanpowerallocationtovariousprocesses
 Newemployee recruitment
 Orientation&Trainingof Newrecruits
 Performance appraisal of employees
 Provide keyperformancereportstothe Top management
 Conflictresolution
 LiaisingwithB2Bpartners
 Vendormanagement
------------------------------------------------------------------------------------------------------------------------------------------
Tele-performance Canada& ClientLogic Corporation (BPO) (Canada) – 2003-2007
Manager-TeamLead - Quality Auditor
 Salessupervision
 Oversee Tele-callingtopromote financialproducts
 Qualityauditing&Training
 Performance reviewwithTelecallers
 MIS report preparation &Escalatedissue resolution
------------------------------------------------------------------------------------------------------------------------------------------
Al- Ahalia Medical Group (AbuDhabi) – 2001- 2003
Head -Corporate servicesDivision
 BusinessDevelopment &Competitoranalysis
 Contract/Service Level Agreement(SLA) Documentation
 Liaisingwithinsurance companiesandothercorporates

5.  CustomerService
 ConflictResolution
------------------------------------------------------------------------------------------------------------------------------------------
Akay Flavours and Aromatics Ltd (India) - 2000- 2001
Executive-Engg.& maintenance dept.(Oleo- resinindustrial unit)
 Preparationof Plantlayout
 Documentationof productionprocesses
 Identify andaddressbottle necksinthe production processes
 Maintainlogof the maintenance activitiesinthe plant
 MIS Reportpreparation
------------------------------------------------------------------------------------------------------------------------------------------
MRF Tyres (India) - 1998 - 2000
Retail SalesSupervisor- (Subdistrict -Incharge)
 BusinessDevelopment &CompetitorAnalysis
 SalesMonitoring
 Organize CustomermeetandCampaigns
 Periodicmeetingswithbig‘FleetOwners’
 Ensure uniformallocation of tyresacrossthe dealernetwork &ensure marketprice stability
 Data collectionon ‘Marketprice’andcompetitoractivities
 ConductsurveyandcollectData on OEM Tyre fitmentonheavyvehicles
 Ensure price stability acrossthe entire productline
 Identify EndUserissuesandnotify the technical service teamforfurtherstudy
 Prepare Monthly MIS Reporton tyre movements &competitoractivities formanagement
review
Note on References
Verifiable references maybe provideduponrequest.Asthe ‘References’are from Top
Managementlevel,anadvance notice inthisregard isgreatly appreciated.
Cordially
Shine Nair
Shine72_10@yahoo.ca
Local # 0474-2793388(India), Land# +1-647-720-6165(Canada)