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www.nagarro.com Software Pvt Ltd Gurgaon : TL PHP
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www.nagarro.com Software Pvt Ltd Gurgaon : TL PHP
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[QUOTE=Guest-IJT;150244][b]Name [/b]: Bijesh Nair [b]Email [/b]: bijeshnair.hs AT gmail.com [b]Designation / Skillset[/b] : Team Leader Operations [u][b]Resume[/b][/u] : TEAM LEADER [b]Objective [/b]: - Seeking challenging position & give my best output to meet the goal of the Company. [b]PROFESSIONAL SUMMARY [/b]: - Overall 3 Years and 4 months of experience in BPO, Call Center, Customer Care industry. Broad experience as a Team Leader in Telecoms institutions. - Possess strong Team leadership, motivational, and coaching skills. Excellent problem solving with strong sales analysis and reporting skills.. - Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels. [b]PROFESSIONAL EXPERIENCE [/b]: Azure Knowledge Center, Ahmedabad Mar ’10 – Present Team Leader Responsibilities as a Team Leader - Working with Reliance inbound RIM Process. - Conducting briefings and debriefings so as to make aware the CSR’s about daily updates, which in turn helps to reduce the MAFI percentage. - Working closely with the QA and Training team to implement Quality parameters to ensure client/program requirements are met. - Giving feedback to executives related to performance in terms of Average calls, Talk time as well as Quality Scores received. - Working in accordance to company targets maintaining SLA, Talk time as well productivity. AEGIS Essar Services Ltd, Ahmadabad March ‘08 – March ‘10 SME (Subject Matter Expert) Achievements - Joined BBPO as a CSR in March ’08 and selected as SME in an IJP on June 2009 Responsibilities as a SME - Participate in the training sessions to introduce new CSRs to operational procedures. - Work with CSR to ensure that proper methods and tools are used to develop and oversee customer requirements. - Work closely with the QA and Training team to implement Quality parameters to ensure client/program requirements are met. - Preparing EOD reports related to Man-power as well as daily performance of executives. - Giving feedback to executives related to performance in terms of Average calls, Talk time as well as Quality Scores received. - To maintain a safe and healthy work environment by enforcing the rules and regulations laid down by various Company policies and also enduring that all the team members act in a safe and responsible manner. [b]Awards [/b]: Awarded as Best Performer constantly for 2 months, Top TL in the month of Decemeber’10 [b]Extra Responsibilities [/b]: - Besides I do have an experience of Training the new hires. - Conducting Product & Soft Skills Training of the New Hired Batch and Assuring 90% Certification rate. - Monitoring / Mentoring agent performance. - Enhancing Job Knowledge and Skills of the existing employees by conducting refresher/behavioral & motivational training. - Meeting Quality Standards by maintaining attrition of New Hired Batch. - Tracking attendance of NHT's & Refresher on a daily basis. - Conducting assessments on schedule .Maintaining scores & timely reporting the same - Identifying improvement areas of the executives &(i) mentoring existing teams &(ii)mentoring NHT's - Maintaining documentation of training activities.. - CRM training & Mock Call Session [b]EDUCATION [/b]: - Perusing BCA from Indira Gandhi Open University - Secured 58% in H.S.C. from Gujarat Higher Secondary Education Board in March 2008 - Secured 65% in S.S.C. from Gujarat Secondary Education Board in March 2006. Nair Bijesh Babu. References available upon request. ------------------------------------------------------- [b]More Information about this submission and submitter [/b]:- ___________________________________________________ [b]Submission ID [/b]: 4444294 [b]Date & Time [/b]: 4th Aug 2011 11:06 AM (UTC) [b]IP Address [/b]: 122.170.26.54 [b]Browser Info [/b]: Mozilla/5.0 (Windows NT 5.1) AppleWebKit/535.1 (KHTML, like Gecko) Chrome/13.0.782.107 Safari/535.1 Predicted Country []: India[/QUOTE]
