Ask Question / Post resume

Post a reply to the thread: www.corpus.com Software Pvt Ltd Hyderabad : Java Developer

Your Message

Your Username:

Notes:-
1) You can copy and paste your full resume in the box below.
2) Or you can ask your question. We try to answer, as far as possible.

Title:

[QUOTE=Guest-IJT;111446][b]Name [/b]: Gaurav Sharma
[b]Email [/b]: gks_del AT yahoo.com
[b]Designation / Skillset[/b] : Operations Manager

[u][b]Resume[/b][/u] :

CAREER OBJECTIVE
“To strive for excellence while overcoming challenges and to grow as a professional acquiring new skills and broader strategic vision and prefer sincerity at work to opportunism”
WORK EXPERIENCE
SERCO INDIA PVT LTD. Nov’09-Till Date
OPERATIONS MANAGER
Duties & Responsibilities
Reported to VP Operations, and handled a team 5 RTM, 5 Reporting & MIS executives
Responsible for managing process level metrics through rigorous real time monitoring & consolidating data for Management review.
Coordinated & maintained consolidated Intraday Reports for Line Adherence assessment
Coordinated & maintained Login Hours tracker on a Daily, Weekly, Monthly basis for Performance evaluation and billing.
Downtime Management – Collating & summarizing IT, Transport, ID downtime for Performance Exception, Reporting, Data Analysis, & Billing
Capacity Planning & Scheduling
Responsible for staff planning & coordinating scheduling requirements with client teams
Roster creation based on shift patterns & communication to the Ops teams
Attendance collation, validation & reporting
Coordination of Roadmap trainings with Client Scheduling team
Shift review coordination with Client Scheduling team for Team Roll-overs & New Starters
Responsible for Seat Allocation & Seat Utilization assessment by each Service Area
Creating Team/Process-wise seating plan along with coordinating borrowing of seats from other Service areas based on peak staffing requirement by any Service Area.
Maintaining count of Production & Admin systems, and increase/decrease allocation based on monthly requirements.
Reporting
Ensuring 100% accuracy, timely updating & delivery of below mentioned reports by MIS & RTM teams to the respective stake-holders
Daily Process Performance Reporting – Summary, Interval Level data, Absenteeism, Logged Hrs & Downtime
ID Issues – Team/Process wise data collation, production Downtime calculation & weekly reporting.
IT Issues – Process/Application wise data collation, production downtime calculation & weekly reporting
Transport Downtime – Team/Process wise data collation, production downtime calculation & reporting
Management Dashboard – Process wise daily/weekly/monthly summary, along with Interval level data & Trend charts
Headcount & Ramp Planning
Based on inputs/approval from clients for addition of ramps or backfill ramps, headcount is assessed & reported as follows
Attrition Report – Process wise Attrition, Nesting, Transfers & Headcount Reporting (Internal & External)
Ramp Plan – Process & batch wise headcount presentation based on Training/Production stage for Forecasted & Actual headcount comparison, projection of Logged hours & finally data source for Revenue Projections.
Agent Performance Report – Agent/Team Leader/Manager/Process wise performance data on a Daily/Weekly/MTD basis.
Line Adherence Tracker – Daily/Weekly/Monthly Line Adherence data.
ID Issues Tracker – To enable easy collation of ID issues with Open/Closed status, Production downtime & days pending status.
Daily Log – In depth analysis of previous day’s Process performance.
Billing/Invoice & Revenue Projections
Responsible for projecting revenue for 3 month period based on projected headcount, and prepare monthly Invoice for billing the client
Revenue Projections – For each quarter (current & future months), based on current headcount assuming a set attrition rate to arrive at expected Revenues for the quarter
Invoice – Sent to Finance dept. based on previous months Logged Hrs, Seat Utilization & Headcount to arrive at billable Invoice amount for the month
DELHI CALL CENTER July’07 – Oct’09
Assistant Manager - Operations
Duties & Responsibilities
Reporting to Sales Manager & handling a team of 25 team members & 2 MIT
Responsible for managing process level metrics through rigorous real time monitoring & consolidating data for Management review.
Coordinated & maintained Login Hours tracker on a Daily, Weekly, Monthly basis for Performance evaluation and billing.
Downtime Management – Collating & summarizing IT, Transport, ID downtime for Performance Exception, Reporting, Data Analysis.
Maintaining count of Production & Admin systems, and increase/decrease allocation based on monthly requirements.
Able to build Open and Co-operative Working relationships with C0-Workers, Colleagues across the business and with external customers, actively, participated in the executed Multi-Functionality Intra Process to reduce the down time and drop calls.
Responsible for Pulling out all the reports on Daily basis pertaining to management information systems.
Job responsibilities also include training and observing the new hires and share the best practices.
 Reporting
Daily Process Performance Reporting – Summary, Interval Level data, Absenteeism, Logged Hrs & Downtime
ID Issues – Team/Process wise data collation, production Downtime calculation & weekly reporting.
IT Issues – Process/Application wise data collation, production downtime calculation & weekly reporting
Transport Downtime – Team/Process wise data collation, production downtime calculation & reporting
Attrition Report – Process wise Attrition, Nesting, Transfers & Headcount Reporting (Internal & External)
Agent Performance Report – Agent/Team Leader/Manager/Process wise performance data on a Daily/Weekly/MTD basis.
Daily Log – In depth analysis of previous day’s Process performance.
AMERICAN EXPRESS 01/06- July’07
Customer Service Executive
Working for American Express’s Credit Card process – In Bound Customer Care for 1 years.
Handling In Bound Credit Card Customers for American Express.
Ensuring total customer satisfaction through one calls resolution.
Setting Customer accounts on various Reage & Payment plans in accordance with Bank specifications.
Assisting the learners on the floor
Taking care of their daily reports.
Sharing the updates with the team.
Facilitating Trainings for any updates & taking up Team Meetings for the same.
 
VANGUARD INFO SOLUTIONS Nov’03 – Jan’06
Floor Supervisor (Jan’05 –Jan’06)
Reporting to Team Leader
Supervised a strong team of 16 members, fostering both independence and a cohesive, productive team environment.
Consolidated report, roistered the team and maintained quality of work.
Handled escalated calls and organized team events and contests.
Effectively trained, coached & motivated new hires and helped them come up the learning curve.
Interacted with support staff (training & quality) for new processes, procedures & assist in change management.
Helped with basic troubleshooting and resolving technical issues from the floor to ensure smooth functioning of the program.
Ensured team/new hires are aware of all updates and changes in policies, procedures & processes.
Agent Performance Report – Agent/Team Leader/Manager/Process wise performance data on a Daily/Weekly/MTD basis.
 Joined as a Sr. Team Member (Nov’03 – Dec’04)
Was part of pilot batch of NTL Outbound for U.K.
Selling customers NTL long distance, Local Toll & Local tariff plans on their residential telephone lines.
Have been a consistent performer on the monthly performance scorecard and has been recognized by the quality team for Wow calls monitored on a number of occasions.
 PCL CALL CENTER Nov’01 – Nov’03
 Sr. Process Associate
Joined as Team Member and promoted to Sr Process Associate, within 6 months
Handled escalated calls and organized team events and contests.
High Profile Data analysis.
Root cause identification of the process defects to improve its Efficiency.
Launch & Stabilize the Pilot Processes to meet all business matrices.
MS Office.
Pro-actively coordinate activities with other departments (QA, Admin, Operations & HR).
CITI BANK SHELTERS Apr’01 – Nov’01
Team Member
Worked as a Tele Marketing Executive dealing in Marketing of Housing, Construction & Business Loans
[b]Achievements [/b]: Consistently achieved a monthly target of 50-60 Lacs worth Loan Application within a month of jointing the organization.

ACADEMIC QUALIFICATIONS
[b]Educational Qualification [/b]:
 
Higher Secondary (10+2) from Central School, Janakpuri, New Delhi in 1997.
High School (10th) from Central School, Janakpuri, New Delhi in 1995.

[b]Professional Qualification [/b]:
Eng. Diploma in Computer Science from Guru Nanak Dev Polytechnic, Bider, Karnataka
 [b]Course Contents [/b]: C, C++, RDBMS, Artificial Intelligence, Computer Networking, IBM
 PCs & Clones
 Diploma in Advance Java Technology Specialization Program from Software Technology Group (STG), South Ext. New Delhi.
 
[b]Date [/b]:
[b]Place [/b]:(Gaurav Sharma)
-------------------------------------------------------
[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4222594
[b]Date & Time  [/b]: 7th Jun 2011 1:34 PM (UTC)
[b]IP Address  [/b]: 93.186.23.237
[b]Browser Info  [/b]: BlackBerry8520/4.6.1.286 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/612
[b]Predicted Country  [/b]: United Kingdom[/QUOTE]

All times are GMT +5.5. The time now is 05:38 PM.