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[QUOTE=Guest;25047]58/6 Azad Nagar,
Bldg - I Flat #2,
Disney Park Society,
Pune: 411022,
 ivangeorge AT indiatimes.com / ivan.george AT wnsgs.com 
+919890498274 (M) +91 020 26852243 (R)

Last Active: 5th June’09 | Last Modified: 5th June’09
Ivan George
Team Leader with exceptional exposure in people management, client servicing, business development & process migration.

Expertise: BPO Voice Operations, Non-Voice Operations, Training and Quality Assurance.

Key Skills: A total experience of 7 years in BPO Voice Operations, Non-Voice Operations, Training and Quality Assurance.

Brief Profile:
Work Experience: 7 Year(s) 0 Month(s)
Current Employer (Designation): WNS BPO [Team Leader – TUI CSC]
Annual Salary: (INR) 3.50+ Lac(s)
Functional Area (Role): ITES / BPO / KPO / Customer Service / Operations [Team Leader -(No Technical)]
Industry: BPO/ITES/CRM/Transcription
Highest Degree: M.Com / MBS pursuing
Current (Preferred Location): Pune [Pune]
Date of Birth (Gender): 29th April’ 1981 [Male]
Marital Status: Unmarried
Highlights: Received the award for 'Best team of the quarter' four times & once 'Best team leader of the quarter’. Currently handling a voice process of 35 agents.
Qualification:
q B.Com Vidya Bhavan College of Commerce 2003
q M.Com Vidya Bhavan College of Commerce 2005
q I. A.T.A Canadian Embassy 2005 / 06
q P.G.D.B.M Part - I & II |I.M.S.S.R. College 2006 / 07
q P.G.D.B.M Part - III & IV I.M.S.S.R. College 2007 / 08
Computer knowledge and skills:
MS office 2000, Lotus notes, Mainframe, Citrix, RES III, Amadeus, TRACS.
Summary of Skills and Professional Experience:
Duration: December 2003 till date
Company: WNS Global Services, Pune
Designation: Team Leader
Job Profile: 
Air Canada Reservations Voice Process: (Sr. Executive)
Taking calls for Air Canada reservations department.
Air Canada Fares Department - Fare filing and fare calculations.
Air Canada Ticketing Department – Issuing and reissuing ticketing.
Air Canada Schedule Change Department – Informing passengers of all skch.
CBO (Air Canada Central Baggage Voice Process): (Team lead)
Floor management and managing SLA and driving the team to achieve the SLA targets. Planning for SLA's. Creating and analyzing performance based reports. Creating an action plan and mentoring the new team leads coming into the process. Actively involved in the training new team leaders on the floor. Execute knowledge transfer. Ability to understand the requirements of the agents and guide the team into achieving the targets set in other day-to-day activities. Managing team meetings, communicating updates, team performance & development.
TUI – CSC (First Choice, Falcon Holidays & Thomson Holiday Voice Process): (Team Lead)
Experience in design, build test and GO LIVE phases. Capacity planning, calculate FTE. Conducting day-to-day activities and weekly meetings with regards to IT, facilities & finance. Smooth migration and go live of process. Floor management and managing SLA and driving the team to achieve the SLA targets. Planning for SLA's. Creating and analyzing performance based reports. Creating an action plan and mentoring the new team leads coming into the process. Actively involved in the training new team leaders on the floor. Execute knowledge transfer. Ability to understand the requirements of the agents and guide the team into achieving the targets set in other day-to-day activities. Managing team meetings, communicating updates, team performance & development.

Duration: January 2003 - December 2003
Company: Mphasis (Msource), Pune.
Designation: Sr. Executive.
Job Profile: Taking calls for a US based credit cards collections process. Assisting the new agents on the floor. Quality checks and calls monitoring for the OJT. Assisting trainers in preparing pre-process training modules. Assisting the team leads and on the bottom quartile agents to move up the ladder. Managing team responsibilities in the absence of the lead.

Duration: February 2002 till January 2003
Company: Bharti Airtel – Page Point Services
Designation: Sr. Executive
Job Profile: Taking calls and floor walking

Training Completed:
q Presentation Skills 2004
q Essentials of a Conference Call 2004
q One day DMAC training 2004 / 2005
q Team Building 2004 / 2005
q Performance Appraisal Feedback 22nd Nov 2006
q 5 days On-Trac training 19th Feb 2007
q Mini Leap training 21st March 2008
q Basics of Six Sigma Tool kit

Other Achievements:
q Had been to Coventry UK for a 3weeks training and transitioning a new process
q Process maps and training modules were prepared in UK.
q After a successful knowledge transfer and training all the agents were certified at the very first go.
q All service levels are met till date and our client had also mentioned that this is his favorite out-sourced process to our company.
q Seeing the hard work and efforts put in by us the clients asked for help to clear their backlog.
q Again we were able to impress our clients with our work to which they gave us the business.
q This in turn increased the FTE count for the process.
q With a consistent performance month on month and meeting all SLA's the clients gave us a VOC of 9.08 / 10.
q This was the highest VOC score among all voice process in contact center in WNS.
q Managed to keep team attrition at an all time low and there was no attrition in the team in the last 8 months before leaving the old process (Air Canada CBO).
q Successfully mentored new team leads hitting the floor.
q Team meeting, team performance and development, communicating updates.
q Motivating the team to ensure better retention, which has always been a plus point.
q Identifying potential agents for the YLDP training.

Hobbies:

Playing football, cricket, acting and dancing.
Have played footaball and State Level and currently a part of the WNS football team.
Have recently won varies IT football tornaments.
Have won various prizes in dancing and choreography as well.

I strongly believe in people empowerment. In a service sector, people are our key asset. I believe people have one thing in common i.e. they all are different. Everyone has different potentials and capabilities. Hence, one should have a knack to utilize their talents and get the best out of them.[/QUOTE]

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