Anand Daing is an experienced operations manager seeking a new position. He has over 10 years of experience managing customer service teams of up to 500 agents. His responsibilities have included meeting KPIs, improving metrics like attrition and productivity, and creating presentations. Recent roles have been at Capita India and Wipro BPO where he received recognition for achievements like process improvements. He holds a BA in Media Studies and is proficient in English, Hindi, and Bengali.

1. ANAND DAING
Phone: +91 9900590302
Objective
To achieve a position of a business manager in an operations environment, to help build expertise
in planning, forecasting and laying roadmaps for seamless execution.
Core Competencies
• Client Relationship Management
• Operations Management
• Analytical Skills
• Presentation Skills
• Financial management
Operations Manager- Capita India Pvt Ltd, Bangalore
Jun 2014 till date
Part of the Npower Correspondence Team since its inception in 2014
Key Responsibilities
• Managing a team of 100 Advisors with 5 TMS, to ensure all Daily KPIS are met
• Driving qualitative metrics & quantitative metrics to help improve customer service for the
client
• Driving RnR for the entire site, Individually responsible for Centralizing RnR process for
entire Npower Process
• In charge of all data being reported which is fed in to the Daily Performance Dashboard for
client review
• Responsible for reducing the aged profile for the process in order to ensure faster responses
going out to the customer, in turn help improving Customer Service
• Improving overall efficiency to help drive Output & reduce manpower which would help the
top line
• Ensuring Productivity is above 100% month on month & Lost time is below 1.5% across all
queues for 6 months running
Key Achievement:
• Awarded the Best Operations manager Award by the client & chosen to represent the
organization in the “Npower Pride Awards”, which was held in 2014 in the UK
• Reduction of leakages in the system to help improve the top line of the business
(Reduction of Manpower, Optimum SU, AHT reduction)
• Initially was handling part of the business & was eventually given the responsibility of
taken care of the entire Correspondence business for the site
• Apart from the Correspondence team was also given responsibility to handle the
Training team(During Ramp) & Secoes LOB for a small duration to help smoothen the
operational functionality with these LOBS
Email: anand.daing@gmail.com

2. Operations Manager- Wipro BPO, Noida Mar 2013 till Jan 2014
Process owner for Platinum East business leading a team of 100 CSA’s ensuring delivery on all
internal and external KPIS
Key Responsibilities
• Managing a team of 100 CSA’s with the 5 TLS, to ensure all Daily KPIS are met
• Driving qualitative metrics to ensure minimal impact on the RnP metrics
• Driving RnR for the entire site, Individually responsible for Centralizing RnR process for
entire Airtel Process
• In charge of creating Monthly review decks for client reviews
Key Achievement:
• NSS & Repeat improvement 10% each in the first quarter
• Initiating Back to basics project to improve the basic hygiene metrics of the floor
• Client recognition in streamlining operations in the LOB in the first 2 months
• Reduction of leakages in the system to help improve the top line of the business
(Reduction of Manpower, Optimum SU, AHT reduction)
Operations Manager- Wipro BPO, Noida Feb 2012 till Mar 2013
Process owner for Pan India Airtel Blackberry business leading a team of 200 CSA’s ensuring
delivery on all internal and external KPIS
Key Responsibilities
• Managing a team of 200 CSA’s with the assistance of 1AM, 11 TLS, to ensure all Daily KPIS
are met
• Streamlining and stabilizing the process during ramp up and ensuring hygiene metrics like
attrition & shrinkage improve
• Work on the profitability factor of the process and give inputs to the higher management on
increasing profitability
• Driving qualitative metrics to ensure minimal impact on the RnP metrics
• Driving RnR for the entire site, Individually responsible for Centralizing RnR process for
entire Airtel Process
• In charge of creating Monthly review decks for client reviews
Key Achievement:
• ICE & Repeat improvement 15% & 10% in the first quarter
• Initiating Back to basics project to improve the basic hygiene metrics of the floor
• Significant reduction in attrition in the first 6 months, current annualized attrition is 65%
• Process meeting Qualitative metrics targets consecutively for last 3 months( 1st
time in 2
years)
Senior Operations Manager- Kochar , Vadodara May 2011 till Feb 2012
Email: anand.daing@gmail.com

3. Process owner for Airtel Data services business of entire west region, 3 circles(Delhi,Guj & Mum,
Mah), leading a team of 400 CSA’s ensuring delivery on all internal and external KPIS
Key Responsibilities
• Managing a team of 400 CSA’s with the assistance of 2 OMS, 3 AMs and 23 TLS to ensure all
Daily KPIS are met
• Streamlining and stabilizing the process during ramp process and ensuring hygiene metrics
like attrition & shrinkage improve
• Owning & driving client end projects to improve the qualitative metrics
• Launching Outbound desk on repeat callers to help improve Repeat% for the center
Key Achievement:
• Streamlining hygiene metrics in terms of shrinkage, schedule adherence, attrition, RAG
tracker in the first month
• Improving shrinkage & attrition of the process from 22% to below 12% in 2 months
• ICE & Repeat improvement by 4% in the first quarter
Operations Manager-IBM Kolkata Nov 2010 – May 2011
Manage BTC line of business for Bharti Airtel leading a team 350 customer service executive
ensuring delivery on all internal and external KPI.
Key Responsibilities
• Managing a team strength of 350 executives with the assistance of 9 AM’s and 11 Leads
to ensure all SLA’s are met
Key Achievement
• Streamlined and stabilized front line management in the first month
• Improved hygiene metrics in the first 2 months of joining
• Implemented 3 projects on Repeat, ICE & AHT which helped improve the bottom line of
the PNL
• Reduced attrition from mid 20s to single digits within 3 months
Operations Manager-Aegis BPO LTD Aug 2009 – Nov 2010
Manage 2 different lines of business, leading a team of 500 customer service executives, ensuring
service delivery on all internal and external KPI’s
Key Achievement
Email: anand.daing@gmail.com

4. • Received accolades from the clients within first month of taking over the process
• Streamlined all internal KPIs, such as shrinkage, reporting methodology, login hour
compliance
• Integral part of the ramp up plan for the process, from 50 executives to 500, in turn
helping the bottom line of the PNL
Key Responsibilities
• Managing a team strength of 400 executives with the assistance of 30 TLs and 3 AMs to
ensure all SLA’s are met
• Monthly and Weekly performance review decks for client review
• Work on the profitability factor of the process and give inputs to the higher management
on increasing profitability
Assistant Team Manager - Travelocity Process Feb 2005 – Jul 2009
Manage 5 different lines of businesses, leading a team of over 70 highly skilled travel
professionals, ensuring service delivery on over 65 CTQs.
Key Achievements
• Awarded best manager awards consecutively for the quarter of Jan 08 – Mar 08 and
Apr08 – June 08.Also awarded the best manager award for the quarter of Jan 09 – Mar 09.
• Setting up of a specialized call back desk to ensure that the customers are called back
with required information with in the stipulated time frames increasing the CSAT scores
and VOC.
• Secured first position to certify on the “Ontrac” program imparting understanding of 6-
sigma methodology.
• Piloted Six sigma project to manage absenteeism for a particular Line of Business
• Created a real time AHT retrieval sheet that assisted the floor to keep a cap AHT and
handled calls, therefore increasing the call taking volumes of service representatives.
• Involved in the implementation of Customer Experience Enhancement initiatives like:
o Agent Error Program: Project started in Aug, savings till date are $24,619.24
o Customer Call Back Process (CAFÉ implementation) training all three sites
• Only Business manager to attain an average absenteeism% of below 4% for the last three
months for all his teams.
• Youngest business manager to rise from the ranks to achieve 3 promotions in less than 3
years.
Key Responsibilities
• Managing team strength of 60-70 agents with the assistance of 2 TL, 2 TC to ensure all
SLA’s are met.
• Weekly client call with .CA clients to discuss process issues and other issues which we
face during the week.
• Monthly and Weekly performance decks to be sent to the process head of the site so that
reviews can be held and challenges and action plans can be discussed.
• Outlier Management:-
o RAID- A team which handles the daily errors received by the FLAs on the
website. Daily and Weekly reports to be sent out to clients for no. of bugs that are
closed
o Team Phoenix- A team devised to help improve the CSAT and Quality
performance of a set of agents. This requires a close-knit environment of
Email: anand.daing@gmail.com

5. additional support as well as obtaining real time customer Feedback. Weekly
reviews decks need to be prepared to track improvement
o Call Back Team- A desk which handles Call Backs at enterprise level (3
locations), daily and weekly reports need to be sent out to track efficiency as well
as outliers for incorrect assignment
o TTSD- A specialty desk which handle calls exclusively for Vacation Desk calls.
AHT, Quality, Absenteeism, Shrinkage, SLS and Attrition are the metrics, which
need to be tracked.
o TVL.CA- The only Bi-Lingual process in my process and the metrics are similar
to those of TTSD. The process started off as a FTE process, soon to be moved to a
UTP model.
CSO-Level Two, Webxites, Xploretech Services Pvt LTD Since July 2004-Feb
2005
Key Responsibilities
• Handling outbound calls for a B2B process.
• Promoting the name of the product and selling to American businessmen.
• Maintaining a 4 Sales Per Day record, which was the SLA requirement.
• Mentoring new agents and preparing them to sell the product.
PROFESSIONAL CERTIFICATIONS
• ON TRAC Certification
EDUCATIONAL QUALIFICATIONS
• BA in Media Studies- MAHE University-Manipal Institute of Communication, Manipal,
India
2004
• Indian School Certificate 12th
Standard – La-Martiniere for Boys – Kolkata, India
2001
LANGUAGES
English Proficiency – Advanced Hindi Proficiency – Advanced Bengali Proficiency –
Medium
Email: anand.daing@gmail.com

6. additional support as well as obtaining real time customer Feedback. Weekly
reviews decks need to be prepared to track improvement
o Call Back Team- A desk which handles Call Backs at enterprise level (3
locations), daily and weekly reports need to be sent out to track efficiency as well
as outliers for incorrect assignment
o TTSD- A specialty desk which handle calls exclusively for Vacation Desk calls.
AHT, Quality, Absenteeism, Shrinkage, SLS and Attrition are the metrics, which
need to be tracked.
o TVL.CA- The only Bi-Lingual process in my process and the metrics are similar
to those of TTSD. The process started off as a FTE process, soon to be moved to a
UTP model.
CSO-Level Two, Webxites, Xploretech Services Pvt LTD Since July 2004-Feb
2005
Key Responsibilities
• Handling outbound calls for a B2B process.
• Promoting the name of the product and selling to American businessmen.
• Maintaining a 4 Sales Per Day record, which was the SLA requirement.
• Mentoring new agents and preparing them to sell the product.
PROFESSIONAL CERTIFICATIONS
• ON TRAC Certification
EDUCATIONAL QUALIFICATIONS
• BA in Media Studies- MAHE University-Manipal Institute of Communication, Manipal,
India
2004
• Indian School Certificate 12th
Standard – La-Martiniere for Boys – Kolkata, India
2001
LANGUAGES
English Proficiency – Advanced Hindi Proficiency – Advanced Bengali Proficiency –
Medium
Email: anand.daing@gmail.com