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[QUOTE=Guest;56139]Mayur A. Kapoor
Flat No. B 1 /7 & 8, Manjushri Housing Complex 
Dak Bunglow More, Barasat, Kolkata – 700 127
Mobile: +91-9903374097, Email: kapoormayur_21 AT rediffmail.com 
Date: July 21st, 2010
Dear Sir/Ma’am,
It is with great interest that I want to apply in your organisation.
Review of my credentials will confirm that I have about 6.5 years of rich experience in Operations Management, Training and Quality Services. Proficient in managing & leading teams for running successful process operations & experience of implementing procedures, service standards for business excellence.
At present I am associated with HSBC Technology Services, Kolkata as Assistant Manager –Operations in HSBC Credit Card Services.
I understand that working in your organisation requires a candidate who is team oriented and is able to deal with people in various departments. I am confident that I possess these skills, which will help me to perform the job efficiently and effectively.
My goal is to transit my enthusiasm, creativity & experience into a position, where I continue to provide the strategic/tactical leadership critical to providing positive customer experience. I am certain that my presence in your team will prove to be beneficial to your organisation. As such, I would welcome an opportunity to speak with you to evaluate your needs & share my ideas.
Thanking you.
Sincerely,
Mayur A. Kapoor
 
 
Mayur A. Kapoor
Mobile: +91-9903374097 Email: kapoormayur_21 AT rediffmail.com 
Objective
To strive for positive customer experience, provide resolution the first time and be a part of the winning Team.
Professional Profile
- Currently working as Assistant Manager –Operations with HSBC Technology Services, HTS Kolkata in HSBC Credit Card Services.
- Proficient in managing & leading teams for running successful process operations & experience of implementing procedures, service standards for business excellence.
- Managing 44 CSEs and 4 Team Leaders in the High Sales Queue of HSBC Credit Card Services.
- Acting as an escalation gate to resolve critical issues of the team members. Skilled in conducting various training sessions for enhancing the performance and quality of service.
- Consistently achieved top ratings in the last 3 appraisals.
- Strong communication & interpersonal skills with proven abilities in Customer Service, Sales and Teamwork.
- Gained experience in Operations, Quality Services and Training department.
Areas of Exposure
Operations Management (Current Responsibilities)
- Managing Operations; inclusive of conceptualising & implementing short / long term plans, managing a team with focus on excelling business targets & service metrics.
- Leading a team of 44 CSEs and 4 Team Leaders in the High Sales Queue of HSBC Credit Card Services. 
- Evaluating areas of improvements & providing critical feedback on CE and Sales.
- Preparing Sales reports & other statements/ MIS with a view to explain management of Process operations.
- Implementing and managing Business Continuity Plan during emergencies (example: Political strike, inclement weather etc).
- Managing leaves and shrinkage of the team with focus on excelling business targets & service metrics.
- Ensuring quality Customer service to the HSBC Credit card customers and generating revenue through up-selling HSBC Products and making collection attempts on delinquent accounts.
- Mentoring and Training on various Insurance, Debt Suspension, Credit Monitoring and Identity protection products to help team members achieve better sales results.
- Consistently met the Sales variance against US Sites and maintained a positive Sales Variance in the last 7 months.
- Training on Needs - based selling and tracking the conversion rate of the team members.
- Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets.
- Constantly maintaining a highly motivated team thus ensuring world class service to customers.
- Organising fund for Team building activities, Centre initiatives and Rewards & Recognition ceremony.
- Lead the Rewards & Recognition committee and various events in HSBC.
- Delivering monthly One to Ones based on SMART Goals.
- Making and delivering of the Sales dashboard on a weekly basis.
 
- Maintaining a track of the Site’s CE bottom 2 boxes and customer complaints. Report it to the manager and AVP with proper action plan and review date. Also tracking any negative CE caused due to language issues followed by an action plan.
- Attrition Management and effectively managing Bottom Performance Management.
- Ensuring timely tracking of Early Warning Sheet on a weekly basis, to control & project attrition in an effective manner.
- Preparing action plans followed by a review date to ensure meeting of individual & group targets.
- Performing monthly & weekly audits to fulfil all Compliance requests and to maintain Data Protection.
- Managing leaves, thus gaining employee satisfaction and maintaining control on Shrinkage Rate (Phone Occupancy Rate).
Quality Services
- Lead a Team of 19 Quality Measurement Representatives.
- Monitoring and compiling the reports of Audits undertaken.
- Efficiently worked on complaints. 
- Worked on quality improvement projects for continual improvements in service levels.
- Ensuring and motivating others to deliver high quality customer driven-service that provides a positive view of HSBC and creates confidence and loyalty.
- Providing high quality effective training within agreed time scales. 
- Analysis of customer Experience trend for HSBC Card Services and regular participation in daily conference calls and meetings with various International and National Sites.
- Delivered month-end Site Customer Experience Report for Kolkata and Vizag site to the Respective Operations Managers, AVPs and VP.
- Audited various Sales Compliance Policy and other major violations and reported to the site management.
- Chaired various dispute sessions, customer experience conference calls with the site management as well as with the business area.
- Conducted video coaching sessions on the AMOs while they provide feedback to the CSE(s) and reported to the respective MO.
- Performing monthly & weekly audits to fulfil all Compliance requests and to maintain Data Protection.
- Completed Master Certification in Sales Compliance, Collections and Customer Experience audits.
Training Management
- Lead a team of up to 70 CSEs and 8 BAU Trainers(SMEs).
- Successfully managed the transition of first Sales Research Team (SRT) in HSBC Kolkata.
- Provided high quality effective Sales training to bottom performers within agreed time scales.
- Trained CSEs, BAU Trainers and AMOs on various aspects to strive for Positive Customer Experience and quality sales.
- Conducted process training for HSBC Credit Card Services.
- Conducted various sales training by using skill builders.
- Also implemented new Customer Experience modules and provided training on the same.
- Provided training to the new AMOs on Call Type needs analysis for better Sales results.
- Imparted training to the new trainees on Sales Compliance Policy and Customer Experience.
- Performing monthly & weekly audits to fulfil all Compliance requests and to maintain Data Protection.
- Attrition Management and Effectively managing Bottom Performance Management.
- Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increased productivity.
- Conducted process training (CS, Sales and Collections) for HSBC Credit Cards – Metris Care process.
- Training on Needs - based selling and tracking the conversion rate of the team members.
Organisational Experience
HDPI - HSBC Electronic Data Processing India Pvt. Ltd., Kolkata
Since Dec’05
 Assistant Manager- Operations
Career Scan:
- Dec’05-April’06 CSE in HSBC Credit Card Services. 
- May’06-Oct’06 Lateral Movement as a Quality Measurement Representative.
 
- Nov’06-Sep’07 Promoted as Assistant Manager Quality.
- Oct’07-Dec’08 Moved to Interactive Skills Development (ISD and Training) 
department of HCS as an Assistant Manager Operations.
- Since Jan’08 Working as Assistant Manager Operations in HSBC Cards 
Operations’ Sales Queue.
Achievements:
- 2006 Rising Star award in February, Superstar award for the month of March, April, August and November.
Highest conversion rate in the sales queue by selling 210 units of Debt Suspension products in the month of March.
- 2007 Quality ‘Guru’ award for introducing new methodology to evaluate Customer Experience score (CSAT) based on 5 ‘Brand Attributes’. 
Completed Master Certification in Sales Compliance, Collections and Customer Experience training modules.
- 2008 Best Team award for the month of March, April, July and August. 
Best Quality Team award for the month of July, August and September. Achieved up to 80% of positive Customer Experience score.
Consistently achieved positive sales variance, with more than 6% in the last quarter against US sites.
- 2009 Best Team award for the month of January, April, September, October and November. 
Best Quality Team award for the month of January, June, July, August and October.
Achieved up to 74% of positive Customer Experience score.
Consistently achieved positive sales variance of more than 9% in the first quarter and a positive variance of 11% in the last quarter against US sites.
EXL Services India Pvt. Ltd., Noida
May’04-Nov’05
Customer Service Executive (Norwich Union Direct, an Aviva company.)
- Customer Care Executive & Subject Matter Expert (SME) for Norwich Union Direct, an AVIVA company. (Inbound, Outbound Sales & Skip Calls for Motor Claims and Insurance).
- Sold Motor insurance policies and up-selling various value added products.
- Provided positive CE through servicing when policy holders called for any query regarding their motor insurance or to renew the policy and/ or cancellation of the same.
- Imparted Sales Training to new Trainees in the Portfolio was accredited as an SME.
- Also imparted training to new joiners on setting up new insurance policies and conducted weekly assignments to sharpen their skills while they were in production floor.
Academic Credentials
B.Com (Hons) from Bhowanipore Education Society College, Calcutta University in 2003.
Personal Details
Date of Birth : 25/06/1982
Permanent Address: Flat No. B1/ 7 & 8, Manjushri Housing Complex
 Dak Bunglow More, Barasat, Kolkata – 700 127
Mobile : +91- 9903374097
E-mail id : kapoormayur_21 AT rediffmail.com 
Languages Known : Hindi, Bengali & English
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