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Arnab ******** ****** **********
OBJECTIVE
To continuously learn, imbibe and grow to be a journalist in the dynamic world of sports to make a mark for myself both in print and digital media.
PROJECTS
Post Graduate Diploma in Journalism| Times School of Journalism
JULY 2017 TILL AUGUST 2018
Worked on a year-long dissertation on ‘Sports Journalism in India’ highlighting the transition of the sports journalism industry from the years when print journalism was at its peak to the current scenario of growing popularity of the digital media featuring interviews and life experiences of seasoned journalists such as Gaurav Kalra, Sharda Ugra, Novy Kapadia, Raunak Kapoor, Sandeep Dwivedi, Shivani Naik, Vijay Lokpally, Harpreet Kaur Lamba, Shamya Dasgupta among many others, sportsmen to the likes of Bhaichung Bhutia, Sitanshu Kotak, concluding the dynamic nature of the field that has witnessed the unpledged devotion of the masses of this country.
• Worked on assignments covering topics such as the Air Pollution in Delhi, Growth of Karaoke culture in Majnu kaa Tila, Growth of a screening culture in the city of Delhi which was missing earlier, Right to Privacy, Regression of footballing culture in Delhi over the years.
• Routinely contributed to various college magazines in the following manner:
TSJ Utsav: A feature story on the rise of a niche dance form called ‘Salsa Garba’ that has
emerged in recent years combining Salsa with traditional Garba moves during Navratri.
TSJ In-Focus: A. Contributed a photo caption story on the historical monument of ‘Khooni Darwaaza’ located right opposite the Feroz Shah Kotla Stadium, in Delhi which is
relatively unknown in comparison to monuments like Rajghat but is still as significant.
B. Submitted a photo caption story with one of the images selected as the “Magazine Centerspread” on the life and journey of Saddam Khan, an elephant owner who is based on the Yamuna Bank in Delhi.
C. Contributed a side story on the popular joint ‘Cha Bar’ which is a popular hangout point situated beside Oxford in Connaught Place where one can read and chat alongside the gastronomical pleasures ranging from the exotic teas of Japan, Ceylon, China making it a soft complimenting food joint next to a bookstore cementing its appeal to a quieter audience.
TSJ Quest: Covered the decline of the historical ‘Ring Railway’ network which was started during the Asian games back in the 80’s and has been largely ignored despite the excellent connectivity it provides throughout the city of Delhi at a very cheap price.
TSJ Post: The story of Mr. Parkash Bedi, an NRI who has been running a local football tournament in memory of his slain son Jatin Bedi, a keen football enthusiast at the Ambedkar stadium for the last 30 years.
BBA | B.K Majumdar Institute of Business Administration AUG 1, 2014–2016
Capstone (Research Project 2016 – 2017)
• Researched and presented findings on the topic “Measuring the Impact of Culture on Service Quality in Retail Apparel Sector In India”
• Presented a literature review on the impact of culture on customer expectations and on service quality.
• Concluded the manner in which a consumer’s decision to indulge in a purchase is affected by factors like culture. The key research area was focused on RSQS dimensions of Service Quality.
Financial Statement Analysis (2016)
• Analysed the financial reports of two organisations from the same industry and commented on their financial position and performance through application of various tools and techniques, as a part of Financial Management course.
• Scrutinised the financial reports for the last 10 years for companies- KRBL Ltd and Hatsun Agro Ltd.
Marketing Management (Research Project)
• The research project was a part of the Marketing Management course which aimed at analyzing the traditional 5 P’s of marketing, and how it is applicable to the very firm researched.
• The firm which I researched upon was ‘Bharat Petroleum’, the project provided great insights over various marketing insights and the marketing strategies a company follows to survive competition.
Other Research Projects
• I also conducted research on organisations like Subway, Dangee Dums and Flipkart which have been able to compete effectively in the market because of emphasis on delivering quality products and constant innovation.
• Designed a presentation on “The Shipbreakers of Alang” who are involved in the dangerous profession of ship-breaking without any proper medical facilities or remuneration risking their lives daily for earning a livelihood.
INTERNSHIPS
Intern | Times of India
16- APRIL 2018 TO 15-JULY 2018
• Involved as a part of the reporter’s team where I am expected to gather and research information for news reports within specific deadlines by interacting with sources and filing them on time for the next day’s newspaper.
• I filed numerous byline stories during my internship on local city based events as well as Sports.
EMPLOYMENT
Content Writing | Mike Sierra Health Care
I was employed as a Content Writer with the organisation for 2 months from 15-July, 2018 to 15 September,
2018.
Copywriter (Sports Desk) | Zee Media Corporation (19-Sep, 2018- Current)
I am currently involved with ZeeNews.com as a copywriter in the Sports desk filing wire stories, original Bureau copies at a rapid pace while maintaining accuracy, designing photo galleries, covering live-match commentary on different sporting events like the Wimbledon. I am also well versed with embedding Twitter posts, sending Push Alerts.
ACHIEVEMENTS & AWARDS
• Regular content writer with sports websites such as www.sportskeeda.com, www.sportsnova.com, www.crictracker.com where I have contributed 58 articles so far since 2013, and ran a blog of my own by the name www.sportsjuana.com.
Here are a few links of my articles:
1. https://www.sportskeeda.com/football/tony-pulis-saviour-of-the-damned
2. https://www.crictracker.com/ipl-10-5-unknown-foreign-players-to-watch-out-this- season/
3. https://zeenews.india.com/cricket/cheteshwar-pujara-maintains-same-attitude-in-every- team-hes-in-saurashtra-coach-sitanshu-kotak-2180185.html
4. https://zeenews.india.com/cricket/saurashtra-coach-sitanshu-kotak-credits-youth- experience-combination-for-good-show-in-ranji-trophy-2180172.html
• Participated in IBM social collaborative computing scholar, Social student competition. Worked in teams living in disparate locations using collaborative tools (IBM Connections) to work together and create a final project deliverable.
REFERENCES
Radha Sharma (Metro Editor, Times of India, Ahmedabad)
Mob: +91-9825346804 Email Id: radhassharma@gmail.com
Sunil Mishra (Senior Assistant Editor, Times of India, Ahmedabad)
Mob: +91-9712988524 Email Id: mishra.times@gmail.com
Mayank Singh (Senior Assistant Editor, Times of India, Ahmedabad)
Mob: +91-9998807478 Email Id: mayanksingh1103@gmail.com
Paul John (Senior Assistant Editor, Times of India, Ahmedabad)
Email Id: pauljohn11@hotmail.com
Vicky ***** ************ ** *****
· Worked with the team of Doctors and assisting them.
· Handling the instruments and taking care of the patients.
· Injecting the essential drugs.
· Checking the patient’s vitals (BP, RR, PR, Temp. etc.) and analyzing.
· Collecting blood samples for the tests.
· Providing nebulizing facility to the needy one.
· Handling hardware and software for the Computer & Laptop.
· Installation of all software and windows.
· Assembling Computer and installing all necessary software
· Material planning as per bill of material, material forecasting etc.
· Preparation of RFQ, Rate evaluation, offer/ quotation, analysis for price/ rate contact,
comparative and negotiation, placement of Purchase Order.
· Survey market for the cost reduction in material.
Work Experience
1. In: Yuvo Medical Centre & Path Lab
As: Emergency Medical Technician (July, 2017 – Sep, 2018)
· Worked with the team of Doctors and assisting them.
· Handling the instruments and taking care of the patients.
· Injecting the essential drugs.
· Checking the patient’s vitals (BP, RR, PR, Temp. etc.) and analyzing.
· Collecting blood samples for the tests.
· Providing nebulizing facility to the needy one.
· Etc……….
2. In: JHG Marketing Pvt. Ltd.
As: Technical Officer cum Purchase Executive (August, 2015- March, 2017)
Responsibilities:
· Install and configure computer hardware operating systems and applications
· Monitor and maintain computer systems
· Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
· Troubleshoot system problems, diagnosing and solving hardware or software faults
· Replace parts as required
· Provide support, including procedural documentation and relevant reports
· Follow diagrams and written instructions to repair a fault or set up a system
· Support the roll-out of new applications
· Respond within agreed time limits to call-outs
· Work continuously on a task until completion (or referral to third parties, if appropriate)
· Rapidly establish a good working relationship with customers and other professionals
· Conduct electrical safety checks on computer equipment.
3. In: JBJ Industrial Traders
As: Purchase Executive (December, 2013-July, 2015)
· Worked with this firm as Sales & Purchase Executive.
· Attending meetings to understand the client requirements and making them happy with the Best quality product.
· Maintaining the sale /purchase register upto date.
· Tender work with the well-knowned firm BHEL, DTTDC, CPWD.
· To handle all Documentation Work.
· To prepare the Purchase Order at the time of finalization with the suitable terms and conditions.
4. In: Delhi Tourism & Transportation Development Corporation – A Govt. Undertaking
As: Secretarial Assistant under Superintending Engineer (April, 2009-August, 2012)
· Taking dictation on computer.
· Preparing the BOQ, RFQ, NIQ, NIT, Schedule of Work, Presentation, Draft, Tender’s Document, Letter, Note sheet, Allowance of Civil and Electrical Work.
· Uploading the tenders on Govt. website.
· Maintaining the records of all files.
· Working under the guidance, with the Executive Engineer (Civil & Electrical) and Assistant Engineer (Civil & Electrical).
Education
· Passed Secondary Class from N.I.O.S.
· Passed Senior Secondary Class from N.I.O.S.
· Completed B.B.A. from Global Open University.
· Certificate in Graphic Designing.
· Certificate in Hardware and Software.
· Diploma in Interior Designing from SAI School of Interior Design.
· Certificate Course of EMT-B (Emergency Medical Technician).
· Certificate from HEAL YOU FOREVER FOUNDATION (NGO) for teaching the students and helping poor.
Skills
· MS Office: Word, Excel & PowerPoint.
· HTML, DHTML.
· Adobe Photoshop.
· CorelDraw upto 11 Version.
· Hardware & Assembling Computer.
· Software and windows installation.
· Internet Surfing with Email Configuration.
Hobbies
· Driving Car & Riding Bike.
· Listening and Singing Songs.
· Watching Movies and YouTube.
· Helping the needy person.
· Providing consultation with Doctor for the needy.
Gaurav ***** ******* ******* *****
Objective | Summary | Experience | Education | Achievements I Skills
Highly accomplished result-Oriented Leader, Team Player and Strategist with 18 year experience in Successful Business Development.
Summary:
I credit my success to my two greatest strengths, I’m smart and I work hard. The results have been a successful 18 year career wearing a variety of hats. I have excelled as both a worker and a manager.
As a marketer I have done it all:
Business development, budget management, cross-sell, market research, product development and much more.
Finally, I feel my track record of Role promotions speaks to the quality of my work – Indian School of Petroleum & Energy (Manager Business Development- current job), Eeco India Ltd. (Business Manager – 2 Yrs.), ICICI Pru Life. (Sales Manager, Bancassurance– Ahmedabad & Gandhinagar Zone, Gujarat). Yes Bank Ltd. (Branch Sales Leader, Direct Sales) and most of my previous employers are still ready to utilize my services.
Experience:
Jul 2017- Present | General Manager |Testo Global Laboratories
· Taking care of business operation & expansion from scratch, opened 5 branches in one year and full experience of getting NABL accreditation for the lab.
· Chalking our expansion plans and execute them.
· Identifying new business areas and preparing business cases for investors.
· Identifying & developing new business areas and markets for companies in Textile, Chemical, Power Plants, Coal Importers etc.
· Keeping track of business opportunities through government tenders and other sources.
· Setting up new branches at various location.
· Hiring of staff for various position.
· Identifying vendors and service providers for various required services.
· Day to day monitoring of various labs and ensuring correct communication of reports with client.
· Making strategies and putting in place with the sales team, ensuring achievement of results on individual and team basis.
· Operation the head office as a Profit Centre.
Aug 2011- May 2017 | Manager – Business Development |Indian School of Petroleum & Energy
(A sister concern of University of Petroleum & Energy Studies, Dehradun)
· Identifying & developing new business areas and markets for companies in Power, O&G Energy, Transportation, IT, Infrastructure, Mining etc. sectors.
· Keeping track of business opportunities through government tenders and other sources.
· Liaison with government, PSU and private companies for various business opportunities.
· Keeping track of various sectorial conferences for business networking.
· Growing and retaining existing client accounts by presenting new collaborative opportunities with companies
· Identifying potential clients in various target sectors, and the decision makers within the client organization.
· Meeting & presentation with the key decision makers like MD, CEO, VP & Technical Heads etc.
· Researching and building relationships with new clients
· Developing business plans and applying strategies to achieve the same.
· Developing & customizing products per client needs.
· Identifying experts to deliver various programs through strong networking activity.
· Account management of existing clients.
· Overall monitoring & delivery of the program.
· Billing & collection
· I have developed close networking and business ties with Technical as well as HR departments of companies for business.
· I have strong network in the Power sector companies of following states – Gujarat, Maharashtra, Assam, WB, Kerala, Karnataka, Andhra Pradesh, Rajasthan, Madhya Pradesh, Punjab, Haryana, Orissa, J&K, Delhi.
Few Key Clients:
L&T Group, GSPC, GSPC Gas, Gujarat GAS, Shell Hazira, Accenture, Adani Group, Torrent Group, ABB, Alstom, GNFC, GSFC, IOCL etc.
May 2009- Aug 2011 | Business Manager | Eeco India Ltd.
· Handling half of Gujarat state for the Distribution of CNG Kits.
· Hiring of manpower.
· Training and Grooming of team.
· Defining the marketing strategy and implementing different systems.
· Locating the right Dealer for smooth sales of our product.
Aug 2008-Mar2009 | Sales Manager B&A | ICICI Prudential Life Insurance
· Handling 102 branches of Bank of India for Ahmedabad and Gandhinagar.
· Handling direct reporting team of 23 FSC and FSM.
· Maintaining relationship with Branch Manager and other staff members of Bank of India.
· Reporting in Area Sales Manager and Zonal Manager of Bank of India.
· Allotment of Branches to FSC as per the capacity to ensure maximum productivity.
· Grooming and training the team.
June 2007 – July 2008 | Branch Sales Leader | Yes Bank Limited
Achieving Sales Target (Life & General Insurance)
Achieving Mutual Fund Targets
Handling a Team of 6 Executives to achieve sales targets
Risk Management
Overall Branch Business Development through Customer Retention.
Feb 2006 – May 2007 | Associate Sales Manager | Yes Bank Limited
· Achieving the desired performance level & specified targets in a stipulated duration by capturing the potential market.
· Maintaining long-term customer relations through appropriate customer orientation & quality services.
Dec 2004 – Jan 2006 | Relationship Executive | HDFC SLIC
Working in co ordination with HDFC Bank Branch.
Establishing and retaining relationship with HNI clients of the Branch.
Giving training to HBL Global team.
Achieved 180% premium collections against the given target for the last financial quarter.
Feb 2001 – Nov 2004 | Assistant Manager | Advent International
· Hiring and training executives for sales on commission basis.
· Handled sales team of 15 representatives.
· Training and motivating the team for sales targets.
Education:
Master’s in Business Administration (Oil & Gas Management)
University of Petroleum & Energy Studies, Dehradun
Bachelor of Commerce
Dr. B.R. Ambedkar University, Agra, UP.
Higher Secondary Certificate Examination [Science]
U. P. Board Allahabad
Secondary School Certificate Examination
U. P. Board Allahabad
Achievements:
Doubled the annual business in the first year of joining in Indian School of Petroleum & Energy.
Achieved the best performance award for achieving highest regular premium in ICICI Pru life.
Considerable achievement of “Certificate of merits” during the entire duration in Yes Bank Ltd.
Successful in achieving “Cruise to DUBAI” contest for Oct, Nov, Dec quarter in Yes Bank Ltd.
Successful in achieving “Cruise to COLOMBO” contest for AMJ quarter in Yes Bank Ltd.
Skills:
Sales Specialist – A proven closer and a successful trainer in sales strategies and techniques.
Management Veteran – Successful manager of Teams and Departments. Good at creating a work environment that is both fun and successful.
Highly positive and self-motivated, friendly and accessible, initiating easy connect with people
I am Confident, articulate and have excellent communication skills
Computer Guru – Expert in day-to-day use of hardware, and software. Strong understanding of technology and how to use technology within a company to complete tasks and reach goals.
I am Excellent in Networking, Negotiation, Persuasion, Prospecting, Public Speaking, Research, Writing and Influencing Skills.
I have a flair for rapport building with existing and new clients, sustaining and building relationships both externally and internally
Problem Solver – Good at finding the best way to complete the most important tasks.
Neha ****** ******* ******
Objective:
To secure a position where my qualities of a fast learner and the ability to take on new challenges can be used
Education:
Post Graduation –
MBA (Hospital Management)
Pondicherry University
Graduation –
Bachelor of Physiotherapy (BPT),
Guru Gobind Singh Indraprastha University (GGSIPU)
High School –
MCLSBM
X- CBSE, XII – Medical, CBSE
Key Skills
• Experience of over 8+ years in Healthcare Organizations
• Proficient Marketing & Communication Skills
• Proficient Medical Content Writing Skills
• International Marketing Skills – Query Handling, International Patient Care Services
• Good Presentation Skills
• Proficiency in MS-Office (MS-Word / Excel / PowerPoint)
Work Experience
1. Organization – Crecer Healthcare LLP (Marketing division-Saroj Super Speciality Hospital)
(November 2014 – till date)
Role – Assistant Manager – International Marketing
Responsibilities Assigned
(a) Marketing and Branding
• Content Development & Marketing
o Creating departmental brochures, patient information literature and technology brochures
o Creating website content for various specialities offered by the hospital
o Digital/Online Promotion of various specialities including article and blog writing
o Promotion of Doctors through doctor profiles, case studies and patient testimonials
o Writing Event speeches and quotes
• Branding
o Stationary development including Collateral & publicity material like health cards, banners, posters, standee, leaflets, invite cards, conference kits) for National & International CMEs, Symposiums & Conferences
o International branding for the hospital
• Digital Marketing
o Project lead for Digital Marketing Strategy being deployed by the hospital through an outsourced agency.
o Handling promotional campaigns on Social Media platforms, SEO management and Adwords.
o Keeping a track of the agency’s ongoing activities and giving them the required feedback obtained by our team.
(b) International Patient Services
o Handling international queries and guiding foreign patients with the appropriate treatment
o Assisting foreign patients with VISA assistance, travel planning and their accommodation in India
o Arranging treatment and follow up of patients with their physicians
o Coordinating with various stakeholders involved in healthcare services for International patients
o Collecting testimonials and treatment feedback from foreign patients
(c) Liaising
o Liaison with healthcare facilitators and medical tourism companies across India for international business
o Liaison with local travel agents, hotels, visa office and other stakeholders involved in International Patient services
(d) Stationary Management
o Hospital forms and stationary management
o Vendor management and approval taking from Medical Director and Administration Head
2. Organization – IndiCure Health Tours Private Limited
(March 2010 – November 2014)
Role – Senior Executive – International Patient Services
Responsibilities Assigned
• Assist foreign patients looking for medical treatment in India
• Liaising with the hospitals, doctors and various stake holders associated with health care services
• Follow up for medical reports and coordinate with hospitals for preparing medical cost estimates
• Answer email, telephonic queries and follow up persistently
• Preparing records of foreign patients having availed treatment in India
• Developing content for the promotion of company’s websites
• Writing articles, blogs and disseminating information pertaining to the health care services offered by the company
• Providing patient-feedbacks, testimonials and updating them on the website
• Promoting health care services offered by the company through various social media channels
3. Organization – Sehgal Physiotherapy Clinic
(June 2009 – February 2010)
Role – Consultant Physiotherapist
Responsibilities Assigned
• Treated various Orthopedic, Musculo-skeletal and Neurological cases including Spondylosis, Spondylolisthesis, Osteo-arthritis, Rheumatoid-arthritis, Stroke, among others
• HOME- VISITS – Treated various Neurological and Orthopedic cases by providing home-sittings for cases such as Diabetic Neuropathy, Stroke, and Cerebral Palsy
4. Organization – Deen Dayal Upadhyay Hospital
(October 2008-March 2009)
Role – Intern
Responsibilities Assigned
• Rotatory clinical postings in different departments: Orthopaedics, Intensive Care unit, General surgery, Burn/Plastic Surgery, General Medicine , Intensive cardiac care unit , Paediatrics, Gynaecology
• Treated patients in wards including post-operative neurological cases, orthopaedic cases in acute and sub-acute condition under supervision of senior medical staff
• Attended postings at the college out-patient clinic and hospitals
Personal
• Participated in various extra-curricular activities: Music competitions, Extempore & Debates
• Have won several prizes in music competitions
• Won 2nd prize in Poem recitation at Delhi University festival
• Multi-lingual-English, Hindi, Punjabi
• Hobbies include: Reading, Listening to music, Singing, dancing
I hereby certify that the information provided above is true to the best of my knowledge.
Dr. Neha Malhotra (PT)
Shanker ******** ********** ************
PROFICIENCY FORTE – For resume call 9910612773
Senior management customer operations professional with 19 years of experience in senior leadership roles across diverse organizations. Strong and proven track record of delivering profitable growth in highly competitive markets, developing and implementing strategies for new services. Exploring challenging managerial assignments with a professionally managed organization
Expertise In
________________________________________
Customer Service Delivery
P&L Accountability / Management
Resource Planning & Management
Team / People Leadership
Business Development
Channel Management
Services Sales Planning / Enablement
Business Innovation & Agility
Continuous Service Improvement
Innovation & Capability Growth
Process Simplification & Re-Designing
Cost Reduction Strategies
Performance Management
Productivity Optimization
Collaboration & coordination
Retail Operations
Leadership Strengths & Highlights
________________________________________
Proven ability in defining pricing strategies & restructuring of business operations based on collated market intelligence on competition; Proficient in analysis of sales figures & forecasting sales volumes, analysis & interpretation of trends to facilitate planning.
Excellent track record in envisioning & leading revenue and growth initiatives grounded solidly on business and economic value; successfully designed & implemented technical solutions, delivering a strong ROI.
.
Strong background in implementing strategic initiatives, developing market penetration techniques, competition/ market analysis; evaluating market response/ requirements to be communicated to various teams for accomplishment of business goals.
Adept at setting up an effective distribution & channel network for enhancing market penetration across the target market segment. Guide distribution teams in effectively closing identified business deals with potential revenue impact.
Proficient in various operational aspects of telecom post paid operations as well as service quality parameters aimed at enhancing client satisfaction
Proven expertise in seamlessly collaborating with ‘C’ level executives, senior management, stakeholders, business partners, customers and team members to deliver responsive and quality strategic, operational and business outcomes.
.
Proactive decision maker, having practical management style and excellent skills in management of people capability including performance management, succession planning and recruitment; adept at leading large teams to maximize productivity.
Professional Experience
________________________________________
Binary Teletech, Bangalore Aug 2013 onwards
DGM – Customer Service Delivery
Key Profile:
• Conceptualizing customer services strategies based on extensive analysis of service operations and market dynamics, monitor Operations of after sales customer Support Structure and its performance.
• Monitoring overall functioning of processes ensuring compliance to the agreed SLA levels.
• Assessing customer feedback, evaluating the improvement areas & providing critical inputs; advocating process compliance via regular review meetings.
• Evaluation of customer engagement quality and service delivery parameters.
• Accountable for first time resolution at front end and backend through driving improvement towards quality parameters and C-Sat scores.
• Instrumental in evaluation and analysis of customer service ratings and draw an action plan to improve satisfaction scores.
• Focus on identification and incorporation of new products in the market to enhance the product portfolio as well as maximizing brand awareness through designing of monthly and seasonal leaflets.
• Manage a customer service team that encompasses logistics support, auditing duties, data analysis, and customer complaints.
• Collaborate with various support teams for frequent training and development of customer interfacing Staff.
• Setting a clear directive and deploying strategies focused towards high customer service standards.
• Accurate reporting of customer service standards through MIS reports and audits.
• Incorporation of best industry practices to ensure sustained growth and service Standards.
• Collaborate with internal & external teams in effectively implementing channel marketing programs, set up loyalty programs for trade & channel partners.
• Capability to work with large teams of senior level professionals and directly reporting team and ability to communicate at multiple levels with both customers and colleagues.
• Leading, mentoring & monitoring the performance of the team members to ensure efficiency in process operations and meeting of individual & group targets.
• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
Enterprise Impact:
• Consistently Increased customer Service and Quality Scores by 12%.
• Rated high for accomplishing 18% enhancement in Overall Department Operational Efficiency.
Idea Cellular, Bangalore May 2005 –Jul 2013
Manager – Service Delivery ~ Feb 2009 – Jul 2013
Key Profile:
• Collaborated with various support teams in roll out of “My Idea” and “Idea Point” service centers across the circle leading to opening 147 service centers across the circle in a span of 1 year.
• Defined service standards, policies in compliance to KPIs. Organized training sessions for field engineers and area managers for maintaining seamless operations.
• Resolved technical updates /issues in coordination with customer service & factory (Quality/R&D).
• Focused on planning, development, implementing & controlling in compliance to revenue and cost parameters.
• Assisted in the service operations team for providing proactive solutions & enhancing operational efficiencies.
• Conducted operational audits for ensuring compliance to Total Quality Management parameters for maintaining positive customer satisfaction index.
• Planning & execution of customer life cycle management therapies, to arrest churn levels of customers. Providing quality customer support by ensuring first contact resolution to them.
• Strategizing and managing churn control activities, both proactive and reactive. Day to Day monitoring of involuntary and voluntary churn control activities.
• Managed roll out of 3G products & services across various service centers; rolled out MNP across service centers in Karnataka.
• Interacted with Zonal Regional Managers for effectively resolving business as well as operational issues
• Built/maintained productive business relationship with existing clients and prospects for identification / development of internal and external commercial opportunities.
• Implemented initiatives like loyalty program, service camps and customer meets to enhance growth in walk in/conversion rates.
• Worked on standardization of systems through evaluation of department operational and corporate standards.
• Monitored/managed inventory management systems within the area with focus on slow moving and non moving products.
Enterprise Impact:
• Rated high for consistently maintaining partner profitability targets at over 95%.
• Significantly enhanced CSAT scores by implementing First Time Resolution in operations.
• Accomplished good rating by third party survey for customer experience at Service Centers.
Manager – Channel / Corporate Receivables and Fraud Management ~ Jan 2006 – Jan 2009
Key Profile:
• Evaluated & optimized credit limits to prevent exposure and fraud for enhancing organizational bottom lines.
• Focused in enhancing client satisfaction by implementing effective SLA based query resolution and consistently rendering qualitative service delivery.
• Guided team members in identifying & evaluating new and cost effective modes of payment and billing.
• Set up & managed robust Fraud Management system to minimize revenue leakage.
Enterprise Impact:
• Successfully implemented priority-based customer service module for effectively resolving issues of premium corporate customers.
• Assessed credit limits to acquaint on client billing and payment patterns.
Assistant Manager – Credit Control ~ May 2005 – Dec 2005
Key Profile:
• Managed implementation of Grid Based credit limit assignment as well as setting up Contact Point Verification for the state of Karnataka.
• Ensured smooth functioning of fraud management systems and pre-check alarms as well as seamless agency operations.
• Focused on enhancing credit limits for customers in IR location based on eligibility criteria.
• Collaborated with sales department for identifying delinquent customer groups and negative areas. Enhanced operational efficiency by automating the FMS system.
• Optimized resource utilization through decentralization of team responsibilities across areas of operation.
Enterprise Impact:
• Acknowledged for optimizing revenues through effective monitoring of Red Alert Customer Groups and IR locations.
• Successfully reduced suspension percentage through Bills Review and reduced Red Alert Cases by 30%.
• Enhanced first bill payments by 23% and corporate receivables by 14% through optimized usage of Fraud Management Systems.
Convergys India Services Ltd., Bangalore Feb 2004 – May 2005
Team Manager
Key Profile:
• Optimized resource utilization and streamlined processes to enhance operational efficiency / departmental profitability.
• Guided team members in effectively resolving critical cases with potential business impact based on pre-defined quality parameters.
• Assessed skill gaps of team members and organized skill enhancement sessions for improving individual skill sets.
• Implemented various internal controls and improvement initiatives based on operational or business requirements.
• Maintained updated records related to day to day business transactions and action taken reports.
Enterprise Impact:
• Exceeded call quality score consistently averaging > 90%.
• Implemented caller authentication procedure to ensure complete customer confidentiality.
• Reduced the abandoned statistics by 6.8%.
Previous Assignments
________________________________________
Officer – Credit Control &Risk Management | Tata Teleservices Ltd, Bangalore Mar 2003 – Feb 2004
Associate Executive | Radio Shack Canada, Toronto (Canada) May 2001 – Dec 2002
Business Consultant | Premier Systems, Toronto (Canada) Mar 2000 – Oct 2000
Technical Support & Billing | JT Mobiles Ltd., Bangalore Aug 1996 – Mar 2000
Academics
________________________________________
Education
• BA (Economics & Statistics), PSG College of Arts, Coimbatore in 1994.
Professional Enhancement
• Diploma course in Oracle 8i and Visual Basic 6.0.
• Diploma Course in Web Designing (well versed with Adobe Illustrator, Adobe Photoshop, HTML, Digital
Imaging and Macromedia Flash).
Personal Details
________________________________________
• Date of Birth :15th December 1972
• Languages known : English, Hindi, Tamil, Marathi, Kannada
• Nationality : Indian
• Passport Details : L6144538 valid till 2023
~ References Available Upon Request ~