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KSD Land Trades Pvt Ltd Gurgaon : Sales Coordinator
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KSD Land Trades Pvt Ltd Gurgaon : Sales Coordinator
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[QUOTE=Guest-IJT;148555][b]Name [/b]: Arun S Kamath [b]Email [/b]: arun_s_kamath AT yahoo.in [b]Designation / Skillset[/b] : Operations Manager I dare to lead I dare to motivate I dare to win Results-oriented executive with experience in Sales and Customer Service Well-developed communication, negotiation, personnel and team leading abilities Highly motivated, energetic, positive team player with a "roll-up the sleeves" attitude [u][b]Resume[/b][/u] : SUCCESS ON A PAGE Declaration I dare to lead I dare to motivate I dare to win BPO Experience Frontline 3 Years 4 months Quality 1 and ½ Years Asst.Manager Operations 4 Years Manager Operations 1 Year 7 Months (Current CTC 8 lakhs) Profile Results-oriented executive with experience in Sales and Customer Service Well-developed communication, negotiation, personnel and team leading abilities Highly motivated, energetic, positive team player with a "roll-up the sleeves" attitude Awards Spotlight Award Q2, 2005 Star Team Award Q2, 2006 Path Finder Award Q2, 2006 Outstanding Performance Year 05-06 Path Finder Award Q4, 2007 Star Team Award Q4, 2007 Path Finder Award Q2, 2007 Star Team Award Q2, 2008 Path Finder Award Q1, 2008 Trainings/Workshops attended Aviva Academy One – Frontline Leadership Program ONTRAC Star- Enhancement of delivery Capability of Team Leaders BIZZ Leap – Leadership Program for Managers BELBIN Team Roles INVITE – Workshop on values of the company TEAM PLAY – Workshop on Team Spirit and Bonding EI – Emotional Intelligence in Customer Service Finance for Non-Finance SECRET – The formula of being successful References Deepak Rajan, AVP Naveen D N, Manager Operations Syed Awaise, HR Mission To create an environment which is focused towards customer satisfaction through learning, high levels of motivation and teamwork Call Centre/BPO Experience A) Worked as a ‘Customer Service Associate’ with First Ring India Private Ltd (from Oct 2000 to Feb 2004) [b]Outbound [/b]: 1 Year Certified Agent for Providian National Bank, leading provider of credit cards and deposit products to customers throughout the United States. Was also selected to deliver on-the-job training to new agents. Job Nature did include… [b]Coaching CSR extensively based on calls monitored. Areas of opportunity are identified for which schedules are prepared on individual requirement such as [/b]: - Accent Enhancement - Product Knowledge - Quality of calls - Continuous Monitoring to ensure 1) Adherence to compliance 2) Client Verification Criteria 3) Continuous improvement based on action plans [b]Inbound [/b]: 2 Years 4 Months Certified Agent for American Express, worldwide travel, financial, and network Services Company and a world leader in charge and credit cards, insurance and international banking. Achievements in the program as a certified agent for Pay-By-Phone division (Regular and Corporate) did include… - Certified American Express agent in a record break time limit - Working towards quality of 100% delivery in any call - Excellent multi-tasking skills - Able to break barriers of language and cultural references - Good listening and communication skills B) Currently working as Manager Operations with WNS, leading global business process outsourcing (BPO) company (from 22nd Mar 2004 to Till-date) Joined the company as a Quality Representative for Client AVIVA (Motor sales/Customer service) , world’s sixth largest insurance group and largest in the UK (From 22nd Mar 2004 to 14th Sep 2005) The Job nature did include… - Monitor calls based on set standards and processes - Provide feedback to agents in terms of areas of improvements and strengths - Reduce work and improve first call resolution - Ensure that all regulatory compliance requirements are achieved - Monitor agent/team performance and maintain performance data - Record clarification and changes in the call marking process from time to time - Ensure that all internal and external reports pertaining to advisor’s quality scores have relevant information - Conduct call assessments for new hires as per requirement - Attend internal and external calibration sessions ensuring minimal variation in marking - Ensure progressive consistency - Drive entity/process improvement initiatives - Own, check and drive the Compliance database - Upkeep MIS and reports as per the program requirement - Handle additional process responsibilities as and when delegated Was promoted as Asst.Manager Operations on 15th Sep 2005 for Client AVIVA (Customer service Team for Life and Pensions Insurance) , world’s sixth largest insurance group and largest in the UK (From 15th Sep 2005 to 30th Sep 2009) The Job nature did include… - Responsible for delivery of services for a span of 18-30 agents - Performance monitoring and data analysis for service delivery - Coach, train and provide feedback for effective performance management - Motivate the staff to exceed customer expectations - Monitor compliance to all regulatory requirements for the business - Handle additional responsibilities as and when delegated - Day to Day decision making for matters regarding the team Was promoted as Manager Operations on 1st Oct 2009 for Client AVIVA (Customer service Team for Life and Pensions Insurance), world’s sixth largest insurance group and largest in the UK (From 01st Oct 2009 to Till date) The Job nature did include… - Ensure targets on CSL (Critical Service Levels) are met each month - Ensure appropriate measures are put in place to track performance against CSLs daily/weekly/monthly thus ensuring deviations from target are captured and actions taken promptly - Ensure performance on metrics against key MI is actively tracked and actions taken to ensure targets are met; capture reasons for targets not being met with RCAs when required - Ensure compliance on all internal/external audits dealing with regulatory requirements - Ensure adequate research is undertaken against NCs and observations and action plans are put in place to avoid repeat fails - Ensure evidence of competency of staff and supervisors to perform current role, maintained through FSA dossiers and T and C files - Communication of performance targets and review of performance is done and training provided when required - Provide all the necessary information to the team to carry out their job effectively through daily briefings - Customer complaints are tracked and responded to - Ensure demand numbers are met - Conduct skip levels and ensure staff issues are addressed - Ensure budget for VIC and staff welfare are carried out - Encourage participation of supervisors and staff in training programs and extra curricular activities - Ensure any risk to process, SLAs, Client complaints are identified and immediately communicated to the AVP operations so that adequate actions are taken to address the same Other Achievements - Attended All India personality development camp, Vivekananda Kendra-Kanyakumari - Organized inter-computer institute get-together - "Nodes", Trivandrum - Organized students club - "Bob Cats" - NIIT Dharwad - Designed Ads for ITC, NIIT and Suman Motels Other Experience Market Survey for Parles Dealer Network (PCP –Personal Care Products) North Karnataka – 1 Year Job Nature did include… - To track the presence and availability of the product - To record sale, stock and delivery details - To document promotional and demonstrational methods used by competitors - To note down dealer's feedback Free Lancer – Training, Advertising and Promotion Computer Network Centres – Bangalore and Mysore – 3 Years Job Nature did include… - A market survey to identify the right target segment and also to position the product/concept in the market - To formulate a time bound strategy - Designing new, innovative and creative means to promote the right message to the right crowd through the right channel - Develop and train a team to handle enquiries generated through the campaign Qualification Diploma in electronics and telecommunications, AIT-Chickmagalur Advanced diploma in software technology and systems management- NIIT Trivandrum ------------------------------------------------------- [b]More Information about this submission and submitter [/b]:- ___________________________________________________ [b]Submission ID [/b]: 4447389 [b]Date & Time [/b]: 5th Aug 2011 4:11 AM (UTC) [b]IP Address [/b]: 118.95.111.37 [b]Browser Info [/b]: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; InfoPath.2) Predicted Country : India[/QUOTE]
