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MyRights9to9 Kolkata : Customer Care Executive
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MyRights9to9 Kolkata : Customer Care Executive
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[QUOTE=Guest-IJT;123948]Smitha Somarajan [B]E-Mail [/B]: simi_somarajan AT rediffmail.com Aspiring for middle/senior level positions in Operations or Project Management with a reputed organization in the BPO/ Service industry. Professional Profile - A competent professional with nearly 10 years’ experience in Operations, Process Transitioning & Management, Client Servicing and Quality Assurance in the ITES/ BPO industry in India. - Currently associated with Statestreet Syntel Sourcing (P) Ltd as Deputy Manager for one of the largest Capital Market Banker in the US, Currently managing around 30+ FTE’s. - Proficient at managing & leading large teams for running successful process operations & experience of developing procedures, service standards for business excellence. - Deftness in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations. - Domain knowledge in the field of Telecom, IT and Finance (Capital Markets). - Trained in LEAN. Adopted Six-Sigma approaches like DMAIC, FMEA and DPO for enhancing quality and productivity in teams managed by me. - Possess pro-active attitude, capability to think in & out of the box. Excellent interpersonal, communication and organizational skills with proven abilities in team management and customer relationship management. Key Competencies Operations Management - Maintaining high discipline and norm adherence, coordinating with superiors for cross trainees and innovative suggestions to improve operational functioning. - Coordinating with seniors for providing inputs for process control & ensuring end to end complaint resolution. - Sustaining a harmonious environment, encouraging associates to voice their opinions. - Reviewing existing systems and business requirements and facilitating the implementation of new systems/ processes, in line with the overall business goal and objectives. Process Transition/ Enhancement - Leading set up of new divisions and transitioning processes from client’s location to the facility. - Setting up, stabilizing processes and ensuring smooth commencement of operations. - Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. - Disseminating information to Team Members, Team Huddles & drive the mentoring initiatives to increase knowledge and subsequent productivity. Business Analysis - Engaging and coordinating Business Analysis sessions for understanding client business processes and mapping them to required process standards. - Suggesting appropriate as well as technology-based solutions for enhancing functional efficiency of the organisation and achieving business excellence. - Analysing business portfolio, and designing performance dashboards and other business classification, selection and prioritization metrics. Client Servicing - Initiating and sustaining efforts for bettering Customer Satisfaction through regular relationship calls, identifying & conducting consultation sessions for customers. - Providing effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience. - Building and cultivating healthy relations with clients, providing them advisory support for effective business solutions. Quality Management - Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations. - Ensuring CTQ targets and performance standards are met by the team. - Keeping TAT commitments, handling escalations and monitoring Quality Standards of team through constant monitoring and providing feedback. - Using internal quality metrics for continued process refinement & ensuring continuous compliance. Training & Development - Providing floor support to new hires during their OJT (On job training) within the process to build process knowledge, reduce TAT and also achieve team as well as individual goals. - Developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. - Mentoring the new team members to come up the learning curve. Team Management - Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards. - Interacting with employees to plan their development and evaluate the progress made as well as provide development opportunities, coaching, and resources. Career Scan Since July ‘07 with Statestreet Syntel Sourcing (P) Ltd, Pune as Deputy Manager (Operations) - Spearheading International Trade Operations for one of the biggest bankers, managing 30+ FTE’s and 2+ team leader staff, managing the clients and client expectations with focus on increasing efficiencies in the process, reducing errors and managing client satisfaction. Attainments - Working closely with the client on identifying business improvement opportunities. - Working on automation to help increase efficiencies in the team. - Accountable for quality for the 60 staff reporting into me, Ensuring trades were processed before deadline with 99.90% quality. - Initiated and completed lean projects with other hubs like Toronto, Kansas, Quincy for reduce the pended trades percentage from 60% to 25%. - In addition after managing operations and quality, some of the additional activities like Staff utilization, cross training staff and getting new business for the same projects are managed by me. Nov’02 to May’07 with WNS Global Services India, Pune - Joined as a CSA and rose to the position of Team Leader in Feb’ 07. - Leading the teams to achieve gross contribution/ margins/ targets. Guiding Service Reviews and conducting Due Diligence. - Suggesting ideas for augmenting revenue, reducing downtime and allowing for peak operations across multiple divisions. Administering business tools, analyzing multiple aspects of company operations, including day-to-day and longer terms analysis on both global and customer-specific basis - Preparing and presenting MIS reports. - Ensuring team achieves Service Level Agreements, and CTQ/ CTP targets are met. - Managing staff requirements. Proactively planning to meet attrition & maintain readily available pipeline. Attainments - Initiated automated reporting and alarming tools such as scorecards & dashboards that alerted projects to deviation in performance. - Led efforts for introducing use of application in coordinating daily operation of staff, aimed at monitoring complete detail of productive, non-productive, breaks and training hours of every individual in terms of MIS. - Consistently ensured VOC scores remained above 8+ at all times. - Played a major role in transitioning 2 complete projects from Onsite to Offshore as Program Manager. [B]- Undertook Business Continuity Planning which encompassed [/B]: - Holding business and financial reviews of the project. - Generating VOC for the businesses led. Ensuring various project deliverables as per schedule. - Formulated Business Continuation Plans for smooth transition of workflow as well as stabilization of the same. - Led and contributed as Member for teams in Process Improvement initiatives, Process Consulting, Process Definitions and Metrics Generation via Brainwaves and Yellow Belt & Green Belt Projects. - Lead a team of 245 members (telecom project) for the growth and transition of processes in different phase and environment. - Achieved lowest attrition in CY 2004/2005 [B]- Worked upon enhancing processes using Six Sigma methodologies like DMAIC & FMEA. These efforts resulted in [/B]: - Reduced cycle times, defects and costs. - Improved productivity and efficiency. - Generation of financially measurable results. - Increased product dependability. - Won Extra Ordinaire Award in the month of July ’05 and the Townhall award for Leadership in the month of Sept ’04. Mar’02 to Nov’02 with Thermax Surface Coatings Pvt Ltd. (Collections Department) - Joined as an office assistant and rose to the position of secretary of CEO. - Ensuring ISO policies in place for company. - Working closely with clients as well as managers of other company to get more business. - Handling effectively all office administrative work. Educational Credentials - B.Com. from University of Pune - Masters in Commerce – University of Pune May 2000. Professional Accreditations - Lean Trained – Trained by WNS, Pune in 2006[/QUOTE]
