Objective:
To work in a professionally managed organization where I can make the best use of my knowledge and skills.
Job Experience:
1. Presently working with Aryans Communications Link Pvt. Ltd. As a Team Manager since April 2006.
2.Worked as a Team Leader with Pieco Tech, New Delhi from May 2005 to March 2006 in US Mortgage. [Global Mortgage & Mortgage Alliance, Previously handled UK T-Mobile.]
Job Profile:
v Managing two teams of 35 agents for two US Mortgage Processes.
v Rostering, Attendance and staffing, handling payroll and Salary issues.
v Transition of new joinees from Training to the Operations Floor.
v Making the CTQ's of the process and updating them regularly.
v Making incentive reports.
v Benchmarking, evaluating and training, MIS reporting & quality monitoring.
v Reporting directly to the VP Operations.
v Corresponding with the clients on a weekly basis to discuss the approved & rejected leads.
Other Responsibilities:
v Contribute to the effective working of the Team & the successful completion of Team Goals.
v Contribute to the sharing of best practice and expertise across the organization.
v Contribute to effective communication in and between teams.
v Identify any areas of work or services that could be modernized/improved.
v Creating standard operating procedures for process implementation.
v Preparing Process Training modules.
v Developing sales, behavioral, customer service &leadership skills.
Achievements:
v Pilot Batch of Mortgage process ramped from 5 to 25 seats.
v Processes were stable since day one.
v My team always achieved the target.
v Awarded best TL-Quantity and Quality for consecutive two months.
v Received certificates for Team Work and Leadership.
v Received Appreciation mails from the clients from USA on a regular basis.
3.Worked as a Team Leader with Infovision, Gurgaon from July 2003 to May 2005 in UK outbound Sales. [Automobile Association, hardcore selling]
Job Profile:
Managing a team of 25 agents, making dialer reports, taking care of attrition, Rostering and Attendance.
Achievements: My team made the highest sales. Awarded best TL of the month 5 times, organized a "Quality Assurance Program" keeping Six- Sigma in mind.
4.Worked with Cybizcall, Gurgaon as an Asst. Team Leader from Oct.2002 to June 2003 in US Mortgage. [Star Mortgage]
Job Profile:
Rostering and Attendance, MIS Reporting, Monitoring calls and providing feedback to the agents, Providing refresher training on the product, handling mock calls, calibration sessions and customer satisfaction survey analysis.
5.Worked with Saffron Global, Gurgaon as a Sr.CCE from July 2000 to Oct. 2002 in UK & US Outbound. [T-mobile &O2 (UK) & AT&T & Parsec (US)]
Job Profile:
Making outbound calls for the purpose of hardcore selling or lead generation.
Personal Competencies/Skills:
Excellent Communicator, Self-Motivator and Good Interpersonal & Leadership Skills.
Academic Qualifications:
Graduated from Bareilley University in [login to view URL]. Math’s (hons.) in 2000.
Schooling done from Electra Vidyapeeth, Meerut.
Personal Details:
Date of Birth: June 13,1980
Marital Status: Married
Languages Known: English, Hindi
Hobbies:
Reading novels and surfing the net.
Total Experience:
6 Years in BPO Industry