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[QUOTE=Guest-IJT;151985][b]Name [/b]: sharib
[b]Email [/b]: sharib.ali.sharib AT gmail.com
[b]Designation / Skillset[/b] : Manager -operations Customer service
A result oriented professional with around 6 years’ experience in the areas of Operations Management, Process Management, Client Servicing and Team Management.
Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
Displayed strong & stable career in all the companies worked and being consistently promoted to higher designations.
- A thorough professional with a proactive attitude having proven track record in imparting training to team by using learning theories & instructional strategies.
Possess excellent interpersonal and organisational skills with proven abilities in training & development, customer relationship management and planning.

[u][b]Resume[/b][/u] :
 
~ Operations Management / Process Management / Team Management ~
PROFESSIONAL SYNOPSIS 
- A result oriented professional with around 6 years’ experience in the areas of Operations Management, Process Management, Client Servicing and Team Management.
- Currently associated with B Cube IT services Private Limited.
- Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
- Displayed strong & stable career in all the companies worked and being consistently promoted to higher designations.
- A thorough professional with a proactive attitude having proven track record in imparting training to team by using learning theories & instructional strategies.
- Possess excellent interpersonal and organisational skills with proven abilities in training & development, customer relationship management and planning.
COMPETENCY FORTE 
Process Management
- Mapping and analysing the client’s requirements and coordinating in developing and implementing processes in line with pre-set the guidelines.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
- Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.
Operations Management
- Framing work direction & plan for associates after assessment of their capabilities.
- Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
- Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation; spearheading process improvement initiatives.
- Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.
Client Servicing
- Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
- Assessing the customer and client feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.
Team Management
- Leading, training and monitoring performance of the team members for maintaining excellence in operations.
- Determining training needs of executives and designing / conducting need based training programs to enhance their operational efficiency leading to increased productivity.
- Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organisational goals.
Quality Compliance / Business Process Improvement
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
- Ensuring that all business strategies and models are formulated keeping in mind the revenue of the organization and placing appropriate checks to with held any unlawful practice, to avoid penalties.
- Involving in creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
[b]- Overseeing that all individual teams meet all parameters and there is customer delight at all levels including KPI”S like [/b]: Quality, Net Satisfaction Scores, Repeat, Shrinkage, Attrition, P&L, Unique Documentation, productivity metrics, Customer Satisfaction Scores.
ORGANISATIONAL EXPERIENCE 
Since March’11 B Cube IT services Private Limited, Gurgaon as Manager
Attainments
- Pivotal in handling cluster processes
- Handling various inbound and outbound processes which includes Karbonn Mobiles for inbound support and Shine Resume services which is Outbound as well as Sprite
- Client management includes delivery of reports as well as figures
- Facilitating and identifying training needs
- Ensuring process is well manned as well as meeting the revenue target of sales.
- Ensure satisfactory resolution to customer queries, request and complaints.
- Maintaining and publishing the escalation reports on QRC.
- Coordinating with different departments to solve the issues and for smooth functioning of the process.
Aug’10-March’11 Beam Money Private Limited (Erstwhile Suvidha Starnet Pvt Ltd)
Attainments
- Handling Dealer helpline which is outsourced to Serco BPO.
- Also taking care of Requests and Complaints made by dealers/franchisees and ensuring that the same is resolved within timeline
- Ensuring all SLA related to business is met.
- Providing Quality resolutions to the customer and also personally interacting with them.
- Ensuring feedback provided by the customers is implemented and executed
- Keeping a watch on all quality and Operational matrices and reviewing the partner on the basis of the same.
- Constantly monitoring & reviewing performance metrics of the process.
- TNA preparations for low performing agents and tracking the performance once the same gets over
- Co-ordination with the sales team or feedbacks as well as resolution
July’07-April’10 Aegis Ltd, Gurgaon as Team Leader and Assistant Manager 
Attainments
- Pivotal in handling over 200+ members, 8 TLs. (Airtel Inbound)
- Instrumental in training several Team Leaders on “You Can Win” & as part of the Leadership Development Plan.
- Initiated the Rings of Recognition process in place to recognize the best talent at all levels, also process parties for the entire process every Quarter and Team parties every month to have employees motivated at all levels.
- NON-CDN mapping for internal and external metrics such as ICE, repeat, HT Upsell etc.
- Successfully implemented “training certification incentive programme” for new hires which was appreciated by senior management.
- Weekly and monthly exercise on RGY to ensure agents/TLs are retained and best talent stays with the organisation.
- Initiated “Brilliant at Basics” tool kit on people, process and technology to streamline transitioning process.
- Implementation of process charts and tool kits to ensure 100% accuracy in all transitions.
- Was promoted as the only AM on special projects which included direct reporting to VP-Operations and was responsible for highlighting the loopholes in all processes which hindered the basic matrices to be met.
- Was awarded Star Performer Certificate for controlling wrong SR in first month itself.
- Project Uday- To ensure that agents are not rude on calls and not disconnecting calls and also positively contributing towards NSS scores
- Project Anubhav- Encouraging agents to ensure that they give maximum WOW calls which could enrich customer’s experience at Call centre.
- Wrong SR control through Bihourly dashboards.
December ’04- June ’06 Finedge India (P) Ltd and Kankei Relationship Marketing Limited (CCE & TL)
 
Attainments
- Handling team of 20 associates. (Vodafone inbound)
- Daily barging of CSR to ensure quality and adherence, implementing plants to ensure Consistency & improve the low Performers.
- Weekly meeting with team to discuss their achievements & mutually drawing Plan to improve weakness.
- Focusing on key areas for improvement of Low performers.
- Weekly review meeting with G.T.L in operations parameters & planning to achieve targets for next week.
- Complete knowledge of Avaya Operations
- Solving Customer Query & give on call resolution.
- Have been maintaining Quality month after month
- Helping new hires on floor
- Handle escalated calls
SCHOLASTICS 
2001 B.Com. Rohilkhand University, 2003
 
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[b]More Information about this submission and submitter [/b]:-
___________________________________________________
[b]Submission ID  [/b]: 4341274
[b]Date & Time  [/b]: 7th Jul 2011 8:57 AM (UTC)
[b]IP Address  [/b]: 182.64.9.179
[b]Browser Info  [/b]: Mozilla/5.0 (Windows NT 5.1; rv:2.0.1) Gecko/20100101 Firefox/4.0.1
Predicted Country []: --[/QUOTE]

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