Abhilash Nair is a professional with over 9 years of experience in customer relationship management and project management. He is currently a Senior Manager - Process Head at Intelenet Global Services in Bangalore. Previously he has held roles such as Operations Manager, Project Manager, and Relationship Manager at various companies. He has extensive experience managing customer support teams, projects, processes, and client relationships across different industries. He aims to enhance revenues, ensure minimal attrition, improve customer satisfaction, and implement new initiatives through effective people management and process improvements.
Shuchi Kumar is a PMP certified Business Analyst and Program Manager with over 20 years of experience in the information technology field. She has a proven track record of providing solutions to reduce costs and remove bottlenecks through initiatives like digital transformation programs and integration/consolidation programs. Her skills include business analysis, project/program management, requirements management, and agile methodologies.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
This document contains a resume for Ashish S. Bhange, who has over 12 years of experience in project management, PMO, business transition, operations, and business analysis. He has a strong background managing projects in the custodian banking domain and experience designing and implementing governance models for PMOs. His core competencies include project and program management, stakeholder management, and realigning business processes. He is seeking a new challenging role in project management.
Saillasri Ramachandran is seeking a Team Manager or Operations Manager position. She has over 15 years of experience in operations and service delivery roles. She is highly motivated and has excellent management and leadership skills. She has a proven track record of consistently hitting targets, improving processes, and organizing time efficiently while leading teams of 12 or more. She possesses strong conceptual, technical, and human skills developed through various roles in database configuration management, billing, reporting, and incident management.
This document contains a resume for Milan Nagpure summarizing his professional experience and qualifications. It outlines over 9 years of experience in operations management, escalation management, and client relationship management in the BPO/LPO domains. It also provides details on his current role as Assistant Manager of Operations for Sourcing and Procurement at Infosys BPO Limited, where he is responsible for various tasks including operations management, SLA management, and performance management.
This candidate has over 15 years of experience in process operations and client management. He has extensive expertise in streamlining business processes, implementing quality standards, and leading teams. Some of his accomplishments include transitioning transactional and analytical processes onsite and offsite, reengineering existing processes, reducing headcounts, and playing a major role in business controls. He is proficient in ERP systems like SAP and Oracle and has worked in a Citrix environment.
Sujatha Kanthavel has over 11 years of experience in IT service, operations, project support, data analysis, process improvement, and banking. She has strong skills in data mining, Access database design, mass communication campaigns, and project management methodology. Notable accomplishments include successfully executing a large invoice redesign project at Bell Canada, generating annual savings of $252k from decommissioning a system at Bell, and developing reporting tools to provide efficient access to data. She is experienced in quality control, procurement, process documentation, and training delivery.
This document provides a summary of Sunil Kumar Sharma's 15 years of experience in operations management, project management, quality assurance, customer service, and team management in the telecom industry. It outlines his roles and responsibilities managing projects, operations, vendors, and teams. It also lists his educational qualifications and technical skills in areas like Six Sigma, analytics, problem solving, and decision making.
Shuchi Kumar is a PMP certified Business Analyst and Program Manager with over 20 years of experience in the information technology field. She has a proven track record of providing solutions to reduce costs and remove bottlenecks through initiatives like digital transformation programs and integration/consolidation programs. Her skills include business analysis, project/program management, requirements management, and agile methodologies.
Naveen Kumar Srivastav is seeking a role that allows him to utilize his 12 years of experience in IT service and support. He has experience managing incidents, problems, and changes. He aims to excel in information technology and help organizations grow. His skills include root cause analysis, project management, and service management processes.
This document contains a resume for Ashish S. Bhange, who has over 12 years of experience in project management, PMO, business transition, operations, and business analysis. He has a strong background managing projects in the custodian banking domain and experience designing and implementing governance models for PMOs. His core competencies include project and program management, stakeholder management, and realigning business processes. He is seeking a new challenging role in project management.
Saillasri Ramachandran is seeking a Team Manager or Operations Manager position. She has over 15 years of experience in operations and service delivery roles. She is highly motivated and has excellent management and leadership skills. She has a proven track record of consistently hitting targets, improving processes, and organizing time efficiently while leading teams of 12 or more. She possesses strong conceptual, technical, and human skills developed through various roles in database configuration management, billing, reporting, and incident management.
This document contains a resume for Milan Nagpure summarizing his professional experience and qualifications. It outlines over 9 years of experience in operations management, escalation management, and client relationship management in the BPO/LPO domains. It also provides details on his current role as Assistant Manager of Operations for Sourcing and Procurement at Infosys BPO Limited, where he is responsible for various tasks including operations management, SLA management, and performance management.
This candidate has over 15 years of experience in process operations and client management. He has extensive expertise in streamlining business processes, implementing quality standards, and leading teams. Some of his accomplishments include transitioning transactional and analytical processes onsite and offsite, reengineering existing processes, reducing headcounts, and playing a major role in business controls. He is proficient in ERP systems like SAP and Oracle and has worked in a Citrix environment.
Sujatha Kanthavel has over 11 years of experience in IT service, operations, project support, data analysis, process improvement, and banking. She has strong skills in data mining, Access database design, mass communication campaigns, and project management methodology. Notable accomplishments include successfully executing a large invoice redesign project at Bell Canada, generating annual savings of $252k from decommissioning a system at Bell, and developing reporting tools to provide efficient access to data. She is experienced in quality control, procurement, process documentation, and training delivery.
This document provides a summary of Sunil Kumar Sharma's 15 years of experience in operations management, project management, quality assurance, customer service, and team management in the telecom industry. It outlines his roles and responsibilities managing projects, operations, vendors, and teams. It also lists his educational qualifications and technical skills in areas like Six Sigma, analytics, problem solving, and decision making.
Deepak has over 10 years of experience in IT service delivery and management. He has expertise in ITIL frameworks and best practices for service strategy, design, transition, operations, and continual service improvement. Deepak is seeking a leadership role in customer support where he can apply his experience in IT service management to achieve corporate goals. His professional experience includes managing remote infrastructure support teams, ensuring ITIL compliance, and maintaining high levels of customer satisfaction.
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
Sharon Steele is a senior operations professional with over 25 years of experience managing projects and operations across multiple channels including call centers, web, direct mail, and email. She has a strong technical background and is able to bridge the gap between business and IT. Her experience includes continuous process improvement, project management, expense reduction, customer experience improvement, and change management. Currently she works as a senior consultant helping clients improve customer experience and assess website usability.
Md. Masrur-ul-Bari has over 15 years of experience in telecommunications, primarily working for Grameenphone as a Lead Engineer, Senior System Engineer, and System Engineer. His experience includes technical pre-sales support, high-level solution design, product development, and ensuring network quality and operations. He seeks to utilize his electrical engineering and technical skills to help organizations grow through professional excellence.
- Amish Pandya has over 7 years of experience in customer service roles including operations management, back office operations, and relationship building for various companies.
- He currently serves as Assistant Manager of Operations at Motif Inc. where he manages a team of 110 advisors across multiple departments.
- Prior experience includes implementing projects to improve key metrics like NPS, reduce costs, improve efficiencies and customer experience. His initiatives have led to significant improvements across various metrics.
This document is a resume for Clifton Harris that summarizes his experience as a supervisor and in customer service roles over 20 years. It lists his contact information, career history at companies like Comcast, Time Warner Cable, and Verizon Wireless in roles such as Supervisor, Customer Service Representative, and Lead. It also provides a list of accomplishments, systems experience, and education.
NS Sripad has over 2 years of experience in IT service management and business consulting. He has worked for DXC Technology and Hewlett Packard Enterprise, where he supported finance applications and processes. Some of his responsibilities included incident and problem management, requirements gathering, and leading a process improvement project that reduced missing invoices. He holds a Bachelor's degree in Electronics and Communication Engineering from Nandi Institute of Technology and has expertise in programming languages like C/C++ and tools like ServiceNow, SAP, and Microsoft Office.
This summary provides an overview of Sudhakar Bonthu's professional experience:
Sudhakar Bonthu has over 24 years of experience in operations management, process management, and system implementation. He is currently the Vice President of IT Planning & Control at Northern Operating Service Pvt. Limited, Bangalore. Previously he has held leadership roles implementing ITIL practices and managing projects and teams at Satyam Computer Services and Hewlett Packard.
The document contains the resume of Diana Sandhya which outlines her objective of integrating her skills and experience to grow as an indispensable asset for an organization, highlights her experience in areas such as ITIL, Lean Six Sigma and process improvement, and lists her certifications and areas of expertise in fields like ITIL, quality tools and continual process improvement.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
This document outlines the roles and responsibilities of building a world-class back office for a technology services organization. It discusses quality management, reporting and metrics, process and procedures, disaster recovery/business continuity planning, workforce management, training, new business integration, and knowledge management as key components. Metrics and tools used to measure performance are also presented, such as agent scorecards, ticket quality audits, customer satisfaction surveys, and various reports.
David Del Monaco has over 30 years of experience in various roles at Telstra including customer service, market research, product marketing, strategy and planning, project management, and operations. He has a proven track record of developing and managing high performing teams and meeting commitments to deliver outcomes. His most recent role was as General Manager of Fulfillment where he managed a team of 350 employees and achieved improvements in cycle times, revenue, and quality of service.
OPERATIONS MANAGEMENT PROFESSIONAL
A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.
Suchitra Rajan is seeking new assignments that provide challenge, growth and allow her to utilize her abilities. She has over 9 years of experience in operations management, sales data management, business analysis, forecasting, workforce management, change management and customer service management at Dell and Mphasis. She is proficient in running process operations and developing procedures. She possesses strong communication, analytical and customer relationship skills.
Here are 3 scenarios that could be attached to the user story card:
Scenario 1: As a customer, I search for flights from New York to Los Angeles for next weekend. The results show available flights for those dates.
Scenario 2: As a customer, I select a flight from the results and am taken to a page to enter my personal details and payment information to complete the booking.
Scenario 3: As a customer, I receive a confirmation email after completing my booking with all the flight details.
Conversation
The team discusses things like:
- What dates constitute "next weekend"?
- What payment methods will be accepted?
- What information is included in the confirmation email?
Confirmation
Find attached herewith my Curriculum Vitae that provides chronological account of my work experience including responsibilities that I held at every designation and my career aspirations.
Pralay Ghosh has over 11 years of experience in back office operations, customer service, and call center management in both domestic and international markets. He has a track record of leading teams, improving processes, and increasing key metrics like customer satisfaction, revenue, and cost efficiency. His roles have included managing telesales, operations, customer service, collections, and complaint handling across multiple industries.
Aninda Mandal has over 10 years of experience in operations management and customer service. He is currently the Senior Customer Support for the east region at Century Ply, where he is responsible for all customer support activities. Prior to this, he held roles in customer service and operations at several companies. He has strong skills in customer relationship management, team leadership, process improvement, and data analysis.
This document provides a summary of Swati Nitin Thombare's professional experience and qualifications. She has over 12 years of experience in business process implementation, operations management, and quality improvement. She holds certifications in Six Sigma Black Belt, change management, and business excellence assessment. Her career includes roles in process improvement, back office operations management, and customer service for insurance and telecommunications companies.
Adrian D. Hampton seeks a position in office management and has over 10 years of experience in administrative roles. He has strong organizational, communication, and customer service skills. His background includes roles in healthcare billing, quality assurance, and human resources. He has proficiency with Microsoft Office programs and experience managing staff.
Alison Wojtuszewski seeks an outside sales position and has experience developing business plans, building client relationships, and increasing sales as a personal trainer and optician. She has a Bachelor's degree in Human Physiology and experience coaching softball and volunteering with a stove installation project in Honduras using her Spanish language skills.
Deepak has over 10 years of experience in IT service delivery and management. He has expertise in ITIL frameworks and best practices for service strategy, design, transition, operations, and continual service improvement. Deepak is seeking a leadership role in customer support where he can apply his experience in IT service management to achieve corporate goals. His professional experience includes managing remote infrastructure support teams, ensuring ITIL compliance, and maintaining high levels of customer satisfaction.
This is an example of the 21 Call Center Best Practices that I and my staff designed, developed and deployed to Call Centers. These practices delivered increased focus on the customers, increased agent morale, improved productivity, increased revenue and reduced turn-over. Within this presentation I have only presented the marketing data but we developed procedures, and training materials to go along with all the Call Center Best Practices we deployed globally. See the attached presentation for how all the Best Practices fit together to drive Customer Delight. For additional information please feel to contact Brian Hughes.
Sharon Steele is a senior operations professional with over 25 years of experience managing projects and operations across multiple channels including call centers, web, direct mail, and email. She has a strong technical background and is able to bridge the gap between business and IT. Her experience includes continuous process improvement, project management, expense reduction, customer experience improvement, and change management. Currently she works as a senior consultant helping clients improve customer experience and assess website usability.
Md. Masrur-ul-Bari has over 15 years of experience in telecommunications, primarily working for Grameenphone as a Lead Engineer, Senior System Engineer, and System Engineer. His experience includes technical pre-sales support, high-level solution design, product development, and ensuring network quality and operations. He seeks to utilize his electrical engineering and technical skills to help organizations grow through professional excellence.
- Amish Pandya has over 7 years of experience in customer service roles including operations management, back office operations, and relationship building for various companies.
- He currently serves as Assistant Manager of Operations at Motif Inc. where he manages a team of 110 advisors across multiple departments.
- Prior experience includes implementing projects to improve key metrics like NPS, reduce costs, improve efficiencies and customer experience. His initiatives have led to significant improvements across various metrics.
This document is a resume for Clifton Harris that summarizes his experience as a supervisor and in customer service roles over 20 years. It lists his contact information, career history at companies like Comcast, Time Warner Cable, and Verizon Wireless in roles such as Supervisor, Customer Service Representative, and Lead. It also provides a list of accomplishments, systems experience, and education.
NS Sripad has over 2 years of experience in IT service management and business consulting. He has worked for DXC Technology and Hewlett Packard Enterprise, where he supported finance applications and processes. Some of his responsibilities included incident and problem management, requirements gathering, and leading a process improvement project that reduced missing invoices. He holds a Bachelor's degree in Electronics and Communication Engineering from Nandi Institute of Technology and has expertise in programming languages like C/C++ and tools like ServiceNow, SAP, and Microsoft Office.
This summary provides an overview of Sudhakar Bonthu's professional experience:
Sudhakar Bonthu has over 24 years of experience in operations management, process management, and system implementation. He is currently the Vice President of IT Planning & Control at Northern Operating Service Pvt. Limited, Bangalore. Previously he has held leadership roles implementing ITIL practices and managing projects and teams at Satyam Computer Services and Hewlett Packard.
The document contains the resume of Diana Sandhya which outlines her objective of integrating her skills and experience to grow as an indispensable asset for an organization, highlights her experience in areas such as ITIL, Lean Six Sigma and process improvement, and lists her certifications and areas of expertise in fields like ITIL, quality tools and continual process improvement.
Best practices for contact center performance managementJennifer Whedbee
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
This document outlines the roles and responsibilities of building a world-class back office for a technology services organization. It discusses quality management, reporting and metrics, process and procedures, disaster recovery/business continuity planning, workforce management, training, new business integration, and knowledge management as key components. Metrics and tools used to measure performance are also presented, such as agent scorecards, ticket quality audits, customer satisfaction surveys, and various reports.
David Del Monaco has over 30 years of experience in various roles at Telstra including customer service, market research, product marketing, strategy and planning, project management, and operations. He has a proven track record of developing and managing high performing teams and meeting commitments to deliver outcomes. His most recent role was as General Manager of Fulfillment where he managed a team of 350 employees and achieved improvements in cycle times, revenue, and quality of service.
OPERATIONS MANAGEMENT PROFESSIONAL
A result oriented business professional with over 12 years of extensive experience and proven abilities in improving efficiency of operations, strategic planning, managing projects, team building and detailing project information to determine effective process of operations. Able to identify areas of strength & weakness and implement company policies, standards, changes in operations and systems that will optimize productivity.
Suchitra Rajan is seeking new assignments that provide challenge, growth and allow her to utilize her abilities. She has over 9 years of experience in operations management, sales data management, business analysis, forecasting, workforce management, change management and customer service management at Dell and Mphasis. She is proficient in running process operations and developing procedures. She possesses strong communication, analytical and customer relationship skills.
Here are 3 scenarios that could be attached to the user story card:
Scenario 1: As a customer, I search for flights from New York to Los Angeles for next weekend. The results show available flights for those dates.
Scenario 2: As a customer, I select a flight from the results and am taken to a page to enter my personal details and payment information to complete the booking.
Scenario 3: As a customer, I receive a confirmation email after completing my booking with all the flight details.
Conversation
The team discusses things like:
- What dates constitute "next weekend"?
- What payment methods will be accepted?
- What information is included in the confirmation email?
Confirmation
Find attached herewith my Curriculum Vitae that provides chronological account of my work experience including responsibilities that I held at every designation and my career aspirations.
Pralay Ghosh has over 11 years of experience in back office operations, customer service, and call center management in both domestic and international markets. He has a track record of leading teams, improving processes, and increasing key metrics like customer satisfaction, revenue, and cost efficiency. His roles have included managing telesales, operations, customer service, collections, and complaint handling across multiple industries.
Aninda Mandal has over 10 years of experience in operations management and customer service. He is currently the Senior Customer Support for the east region at Century Ply, where he is responsible for all customer support activities. Prior to this, he held roles in customer service and operations at several companies. He has strong skills in customer relationship management, team leadership, process improvement, and data analysis.
This document provides a summary of Swati Nitin Thombare's professional experience and qualifications. She has over 12 years of experience in business process implementation, operations management, and quality improvement. She holds certifications in Six Sigma Black Belt, change management, and business excellence assessment. Her career includes roles in process improvement, back office operations management, and customer service for insurance and telecommunications companies.
Adrian D. Hampton seeks a position in office management and has over 10 years of experience in administrative roles. He has strong organizational, communication, and customer service skills. His background includes roles in healthcare billing, quality assurance, and human resources. He has proficiency with Microsoft Office programs and experience managing staff.
Alison Wojtuszewski seeks an outside sales position and has experience developing business plans, building client relationships, and increasing sales as a personal trainer and optician. She has a Bachelor's degree in Human Physiology and experience coaching softball and volunteering with a stove installation project in Honduras using her Spanish language skills.
Alex Ayerdi is a computer science student at Northwestern University expected to graduate in June 2015 with a 3.70 GPA major GPA and relevant coursework. He has work experience as an intern at Interactive Intelligence developing testing tools in C# and C++ and at Comcast as an automation and break/fix programmer writing scripts. He also has research experience rewriting code to optimize a gravitational wave estimation algorithm and extracurricular experience developing video games and web applications. His skills include C#, C/C++, JavaScript, PHP, CUDA, HTML/CSS, SQL, and several frameworks.
Alberto Kalach is an experienced Executive Chef and Restaurant Manager seeking a new position. He has over 15 years of experience in kitchens and restaurant operations. Most recently, he was the Executive Chef of Paola Garduño Cafe O- in Mexico City, where he oversaw a staff of 20 and managed budgets, costs, and quality control. He holds degrees from the Culinary Institute of America and Universidad Iberoamericana, and has worked in various roles including Chef Owner, Executive Sous Chef, and Consultant.
Alexandra Rawson has experience in event planning, catering, sales, and administrative support. She has strong communication skills in Spanish and English. Her education includes a Bachelor's degree in Latin American and Latino Studies from UC Santa Cruz. For her senior project, she created a short bilingual documentary on El Salvador's National Literacy Program which involved conducting interviews, video editing, and collaborating with an editor. She is proficient in Microsoft Office, social media, and has worked on internships and international programs related to her field of study.
Ajit Bainsla is seeking a position that allows him to contribute to an organization's growth using his expertise in digital marketing. He has over 5 years of experience in roles focusing on search engine optimization, social media marketing, and executing marketing campaigns and projects. His educational background includes an MBA in Marketing and a Bachelors in Business Administration.
Administrative Officer Resume June 2015Lucy Tedesco
Lucy Tedesco has over 15 years of experience in administrative and financial roles. She has a proven track record of excellent customer service, strong planning and problem-solving skills, and the ability to juggle multiple priorities. Her experience includes administering budgets, handling financial and human resource responsibilities, and managing classified documents and projects. She is skilled in office software, financial systems, and has a quick mastery of new concepts and technology.
Alexandra Warlen es una estudiante de último año de la Universidad de Portland que se especializa en Ciencias de la Computación con especializaciones en Francés y Administración de Empresas. Ha trabajado en varios proyectos de investigación y como asistente de enseñanza. Actualmente está trabajando en una aplicación para la adquisición y visualización de datos de la Internet de las Cosas. Habla francés con fluidez y ha estudiado en el extranjero en Austria y Francia.
Alissa Beason has over 10 years of experience in customer service roles including as a flight attendant, administrative assistant, and restaurant server. She has strong communication skills and is proficient in Microsoft Office, hotel booking systems, and social media platforms. She is currently an administrative assistant at the Sheraton Seattle Hotel where she prioritizes tasks, works directly with clients on events, and ensures excellent customer service.
Alisha McQueen is seeking a position that utilizes her skills in project and office management, heavy machinery operation, quality control, inventory management, data entry, and medical assisting. She has over two years of experience receiving and shipping products, performing quality checks, and operating forklifts, cherry pickers, and reach trucks. McQueen also has experience in auditing, packaging, computer systems, and medical office management. She is proficient in Microsoft Office, safety certifications, and communication skills.
S Radhakrishnan is a technical services team lead with over 17 years of experience in IT operations management, project implementation, product support, and service delivery. He is currently working as a technical SME for IBM, managing a team that provides operations and support for Mobily Ethihad in Saudi Arabia. He has expertise in areas like operations management, systems administration, and technical customer support.
Swapnil Singh is a Customer Service and Operations Management professional with 9 years of experience seeking a challenging role. He has extensive experience managing operations, customer service delivery, customer relationships, training and development, and teams. At his previous role at Flipkart, he improved first call resolution rates and reduced repeat calls and customer escalations through various projects. He is skilled in process improvement, resource management, and achieving goals and customer satisfaction.
This document contains a resume for Guru Prasad, who is seeking a senior level position in customer service, operations management, process management, or quality management in Bangalore, India. He has over 8 years of experience in call center operations, customer service management, process management, quality control, and team leadership. His core competencies include operations management, process management, team management, and customer relationship management. He provides details of his work experience and academic background.
Kaushik Pramanik is a manager with over 15 years of experience in operations, customer service, training, and technical support roles in the telecommunications industry. He has expertise in data products, routing technologies, mobility technologies, and troubleshooting smartphones. Currently he works as the manager of training and customer service at Karbonn Mobiles, where he develops training content, creates standard operating procedures, and reviews the impact of training. Previously he held positions at Centum Learning, Wipro BPO, and Bharti Airtel, where he managed teams, ensured quality standards were met, and resolved customer issues. He has an MBA in operations and a bachelor's degree in computer science.
Vikram V Rao is seeking a position that allows him to utilize his 9+ years of experience in IT service management. He currently works as a Problem Manager at IBM India Pvt Ltd, where he is responsible for problem management processes and root cause analysis. Previously, he worked as a Team Leader at Convergys India Services Pvt Ltd managing quality strategies and process improvement. He also has experience as a Customer Service Representative at Infosys BPO and Convergys handling technical support calls. Vikram holds an ITIL Foundation certification and Six Sigma Yellow Belt certification.
Pramod Kumar is seeking a position in project management, business development, business analysis, or technical operations, preferably in telecom or IT. He has 9+ years of experience in project management, operations, and maintenance. Currently he is a Team Lead at Bluestream Professional Services in Bangalore, where he is responsible for engineering projects, quality management, and people management. He holds a diploma in electronics and communications as well as a bachelor's degree in computer applications.
This document contains a summary of Sampada V Tapase's professional experience and qualifications. She has over 11 years of experience in roles such as Project Manager, Service Delivery Manager, and Infrastructure Project Manager. She has led projects in industries such as banking, telecommunications, and energy. She possesses skills in areas like project management, quality management, and information security management. She holds an MBA in Information Technology and a Bachelor's degree in Electronics and Telecommunications Engineering.
This document contains a resume for Sachin Kumar, who has over 12 years of experience in back-end operations and team management. Currently, he works as an Operation Lead for TCS Ltd., overseeing a team of 45 people providing IT support for ONGC Ltd. Prior to his current role, he held similar leadership positions at other companies such as CMC Ltd. and PCS Technology Ltd., where he was responsible for managing teams and ensuring customer satisfaction. His experiences include incident and problem management, process implementation, team management, and customer relationship management in accordance with ITIL frameworks.
This document is a resume for Biju Aravind, who has over 6 years of experience in business process outsourcing and quality management roles. He currently works as a Unit Lead for Quality & Operations at Hinduja Global Solutions, where he supervises teams and ensures quality standards and productivity metrics are met. Prior experience includes roles as a Quality Analyst and Acting Team Leader. The resume outlines Biju's areas of expertise, professional skills, accomplishments, education history and personal details.
Amit Chhabria has over 18 years of experience in BPO operations management, process improvements, and customer support roles. He has worked at several companies leading operations, process reengineering projects, and teams. Some of his responsibilities have included setting up project management processes, institutionalizing procedures, improving quality standards, and managing centers of excellence. He holds a Bachelor's degree in Commerce and certifications in training and Six Sigma.
Prabhat Chauhan is a Team Leader Quality with over 8 years of experience in BPO and customer service. He is currently with Tech Mahindra Technologies Limited leading their Google Shopping domain and category management processes. He has proven experience in managing teams, ensuring quality standards are met, analyzing performance data to improve processes, and maintaining excellent customer satisfaction. Prabhat holds degrees from Agra University and is a Six Sigma Yellow Belt trained professional seeking to take on a challenging role in quality management.
Padmanabhan B Kothandaraman is a supply chain management professional with over 15 years of experience in order management, logistics operations, and project management. He is currently a Business Analyst at Hewlett Packard, where he manages operational reporting, metrics, and ensures compliance. Previously, he held roles in supply chain order management at Hewlett Packard and Wipro BPO, and in customer service at TATA Teleservices, leveraging expertise in supply chain, sales operations, and customer relationship management.
Amit Kumar has over 10 years of experience in sales, retention, and operations for the telecom sector. He has a proven track record of achieving sales targets, improving customer retention, and reducing customer churn. Some of his key accomplishments include receiving awards for improving documentation compliance and reducing feasibility timelines. He is skilled in channel management, solution selling, and team leadership. Currently, he works as a Senior Executive Sales for Bharti Airtel with prior experience in management roles at Tata Communications, Tata Teleservices, and Call 2 Connect.
Sarika Pant is a senior professional with over 9 years of experience in account retention, digital marketing, operations and process management. She is currently pursuing her MBA in operations and is seeking a senior role in a reputable IT organization. She has expertise in strategic planning, process transformation, relationship management, operations management and quality management. Her previous experience includes roles in account retention at Adobe Systems and as a process specialist at Infosys BPO, where she managed teams and led process improvements.
Purvi Sangani has over 10 years of experience in data analytics, project management, and customer service roles. She currently works as a Commissions Analyst at ThomsonReuters, where she handles regions in India and China, maintains commissions data, and assists with sales incentive projects and calculations. Previously, she worked as a Data Integrity Analyst at ThomsonReuters, playing a key role in designing workflows for projects involving over $1 billion in revenues. She also has experience working in customer service for HSBC, solving banking queries for US customers. Purvi holds an MBA in Human Resources and has received multiple awards for her work in project delivery, performance, and client satisfaction.
Dinesh Singh is a General Manager at Bharti Airtel with nearly 20 years of experience in strategic planning, network infrastructure management, operational excellence, and team management. He currently leads a team of 400 engineers supporting 8000 enterprise customers. Prior to his current role, he held roles with increasing responsibility at Bharti Airtel and other telecom companies. He has a proven track record of improving processes, reducing costs, and increasing customer satisfaction and revenues.
Joseph Rozario is a customer relationship management professional with over 12 years of experience. He is currently the Head of CRM at GP Architecture Models in Coimbatore, where he leads a team that provides services like 3D modeling and design. Previously he has held roles like Team Manager and Assistant Manager at various BPO and IT companies. He has a strong track record of improving customer satisfaction, managing teams effectively, and ensuring processes meet SLAs and quality standards. He holds a Doctorate in Management Studies and speaks English and Tamil.
Amarjeet Singh Arora has over 8 years of experience in IT roles such as troubleshooting, SAP administration, and incident management. He currently works as a Senior Systems Engineer at Atos India Pvt. Ltd. in Mumbai, where he is responsible for problem management, incident management, and knowledge management. He has experience working with various companies and has received several awards and nominations for his work.
Amarjeet Singh Arora has over 8 years of experience in IT roles such as troubleshooting, SAP administration, and incident management. He currently works as a Senior Systems Engineer at Atos India, where he is responsible for problem management, incident management, and knowledge management. He has experience working with various companies such as Tata Teleservices, Reliance BPO, and ATOS IT Solutions.
The document contains the resume of Akshatha Naresh, who has nearly 9 years of experience in operations management, escalation management, SLA management, and other areas. She is currently an Assistance Operations Manager at Dimension Data India Ltd., where she handles a team of 51 engineers and is responsible for meeting SLAs, training staff, and implementing process improvements. The resume provides details of her work experience, qualifications, skills, and accomplishments.
1. ABHILASH NAIR
Contact: 09535090389 ~ E-Mail: desire.abhilash@gmail.com
MIDDLE LEVEL ASSIGNMENTS
Relationship Management / Project Management
PROFESSIONAL ABRIDGEMENT
A competent professional with over 9 years of experience in Customer Support, Relationship
Management and Project Management. Presently associated with Intelenet Global Services, Bangalore
as Sr. Manager – Process Head
Adept in understanding customer’s problems with the system & providing right information and also handling
Escalations, mapping client’s, identifying improvement areas & implementing measures to maximize
satisfaction levels. Adroit in understanding client requirements, eliminating unnecessary procedures &
accordingly fine tuning the policies as per the new guidelines.
An excellent communicator with exceptional presentation & problem solving skills & abilities in forging business
partnerships in markets.
BUSINESS SKILLS
As Sr. Manager – Process Head
Managing Call Centre team for Vodafone Process of 400+ members ( Mobile Services )
End to end responsible for Centre business & Revenues.
Manage resource & KPI’s ( Manpower planning & R&P management )
Suggesting process corrections based on the customer VOC and feedback collated during defect elimination
sessions and focus group discussions.
Monthly review meetings with Client
Involved in developing and implementing new service initiatives and process reengineering in order to
significantly enhance the business performance and Customer experience
Ensuring seamless coordination between Operations, Training, Quality & HR for overall Centre performance
As Operations Manager
Managing Call Centre team for Airtel Titanium Process ( Broadband Services )
Managing Billing & Manpower planning for the process.
Driving & Monitoring key Qualitative Metrics – Repeat, Online Resolution for DSL ,Call Quality and overall
Customer handling
Suggesting process corrections based on the customer VOC and feedback collated during defect elimination
sessions and focus group discussions.
Involved actively in Hiring/Training/Nesting basis the guidelines set by Airtel, along with relevant
interventions.
Managing employee and ensuring minimal attrition
Monthly review meetings with Client
Involved in developing and implementing new service initiatives and process reengineering in order to
significantly enhance the business performance and Customer experience
As Project Manager (Blackberry Support)
Managing Call Centre and Field support team for Tata Blackberry Process PAN India
Managing Billing & Manpower planning for the process.
Ensure achievement of Client specified parameters of Service Level Agreements
Develop and Manage Standard Operating Procedures as per internal Operations and Client specified
requirements
Timely interaction with RIM on escalated cases and ensuring closure
Documentation on products and developing teams knowledge base
Certifying Engineers for updated articles and products & Carrying out Server Implementation activities
Administration and management of Blackberry Enterprise Servers through L3 Escalated Support
Manage activities of Field service engineers through SLA tracking and periodic reviews
Monthly review meetings with Client
Defining SLA standards based on the set criteria and reviewing them on timely basis with internal team
2. Relationship Management
Ensuring end to end relationship management for all service related issues for mobility and fixed line for
assigned set of accounts (65 top revenue accounts).
Setting up Service camps in assigned set of accounts to address customer pains and control churn
Addressing network and connectivity issues for customers by coordinating with network team
Ensuring implementation of new product lines in the assigned set of accounts as per customer requirement
Supporting all after sales activities and ensuring proper process adoption.
Ensuring minimal customer churn from assigned set of accounts & achieving CSAT scores
As a Data Specialist (South Hub)
Handling South Hub ( AP, KK, TN & KL ) for all Technical concerns related to Data links
Ensuring 98% uptime for Data links both managed and unmanaged
Interacting with NOC for traffic rerouting/major technical issues of ILP/MPLS links
Interacting with Field support team for copper/fiber cuts, MUX issues, last mile issues, customer end issues
etc. and ensuring timely resolution
Identifying process gaps and giving timely updates to process owner on improvement.
Giving timely updates to technical team on repeat complaints and reduction of complaints through analyzing
Data trend (fault reduction).
3rd
level Escalation point for Data clients across South Hub and ensuring routing of cases to correct bin in
CRM for faster resolution
Keeping Senior Management informed on all major outages which are business impacting
Defining SLA standards based on the set criteria and reviewing them on timely basis with respective
stakeholders
Timely updates to customers on band width up-gradation through team ensuring increase in Data revenue
Working closely with Project team on new Data Link Implementation and giving timely updates on
implementation status to customer
Giving timely updates to Data call centre on process gaps and ensure improvement
EMPLOYMENT CHRONICLE
Since Nov’15 with Intelenet Global Services, Bangalore
Nov’15 to till date Senior Manager – Process Head
Since Jan’14 with MphasiS Ltd., Bangalore
Jan’14 to Oct’15 Operations Manager (Broadband Support)
Since Oct’11 with Kochar Infotech Pvt. Ltd., Bangalore
Oct’11 to Dec’13 Project Manager (Blackberry Support )
Since Jun’11 with Trimax IT Infrastructure & Services Ltd., Bangalore
Jun’11 to Sep’11 Relationship Management & Service Delivery
Since Oct’06 with Bharti Airtel Limited, Bangalore
Oct’06 to Mar'09 Customer Relationship Manager (Enterprise Business)
Apr’09 to Sep’09 Account Service Manager (Telemedia Business)
Oct’09 to May’11 Data Specialist (Telemedia Business)
3. Accountabilities:
Enhancing revenue through effective KPI management
Ensure minimal attrition across all levels through effective people management
Initiating close looping of all complaints raised in system (CRM), capturing the same at all touch points.
Reviewing defined Cross functional Closure SLA’s in CRM, as per the Closure efficacy and industry
benchmarks determined.
Minimizing variances in SLA achievements across Circles.
Improving the customer handling process and enhancing the procedures.
Developing and managing systems and processes to support and facilitate complaint handling and customer
feedback.
Managing Key Enterprise Accounts and generating additional revenues through value added services.
Coordinating with different factories for ensuring customer satisfaction in the assigned set of accounts.
Handling all the voice streams of communication for key accounts.
Gaining cross-functional vertical exposures.
Making detailed management reports as and when required by the CSM vertical and acting as the customers
interface for all the major projects starting from the designing phase.
Ensuring process and product adaptation for better services.
Providing feedback of customer expectations to the respective process owners.
Arranging for all after sales support activities and developing trusted collaborative relationship with clients.
Handling all critical escalations on data products and ensuring a proper closure across Hub.
Communicating status of Project Implementation to customers including timelines.
Developing strategic and tactical account plans for each assigned customer or prospects.
Notable Credits
Improved quality ratings from approximately 65% to 90% by creating a standardized quality assurance
form and new hire training program with aligned objectives
Delivered a 30% reduction in repeat calls by increasing quality of call standards and focusing on first-call
resolutions
Awarded Role Model Manager for 3 consecutive quarters during my tenure with Mphasis
Ensuring Blackberry SLA for Call Centre, Field Support and Quality metrics above 90% ensuring maximum
billing
Ensured successful transition of Idea Blackberry business during my tenure with Kochar
Handling team of 30 members (PAN India) for Blackberry Project along with additional responsibility of 32
Vodafone GPRS engineers PAN India
Interim handled Training Manager profile for a period of 4 months as a support to the existing training team
Handled Idea L2 GPRS Desk as Operations Manager for all south circles except TN for 3 months
Developed and implemented Knowmax 4 content on Blackberry for Tata and all other internal processes of
Kochar
Ensured 95% SL for Data Complaint closure across South Hub
Ensuring service recovery through Health check activity for all Data link customers thereby reducing Repeat
% and improving CSAT
Accoladed with an award of excellence for exceptional contribution in reduction of Data fault rate for lease
lines
Instrumental in setting up Data Call Centre at Wipro ( Delhi ) for Bharti Airtel
Successfully executed a Yellow Belt Six Sigma Project for Karnataka Circle on Wrong Segmentation and
Rectification which was recognized as one among the Top 5
Bagged a Certificate of Excellence acknowledging and appreciating the exemplary contribution made in
the field of Customer Support for ’07 to ‘08 during tenure of service in Bharti Airtel Limited.
SCHOLASTICS
Pursuing MBA (Marketing) from Symbiosis.
Bachelor of Engineering (Electrical & Electronics) from Ghousia College of Engineering, Bangalore.
Secured in 2006.
4. PERSONAL DOSSIER
Date of Birth : 19th
January 1983
Present Address : A-404, Nagarjuna Premier, opp. ICICI Bank, 6th
Phase, JP Nagar, Bangalore.
PIN-560078
Permanent Address : 59/A, Satyan Roy Road, Behala, Kolkata - 700034
Languages Known : English, Malayalam, Tamil, Hindi and Bengali.
Location Preference : Anywhere in India