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[QUOTE=Guest-IJT;73283]Assistant Operation Manager Javeed Pasha Punjab. [b][u]Date of Birth [/u][/b]: 15th July 1975 [b][u]Email [/u][/b]: fak1234 AT rediffmail.com [b][u]Objective [/u][/b]: I would like to associate myself with an organization, which can provide me with a stimulating & demanding environment, and enable me to deliver better than the best. I would like to integrate management skills & conceptual abilities acquired by me in the organization & also explore further opportunities available. [b][u]Summary [/u][/b]: A responsive individual with a passion for creating and building a successful business. Have an ability to build and lead a team that provides high quality, timely deliverables with limited resources. Total work experience of 12 years, with over 5 years of work experience in the CRM industry with hands on experience in Customer Support. [b][u]Academics [/u][/b]: - Post Graduate in M.A from KSOU University. - Completed Diploma from Mysore, F P University College. - Successfully cleared SSLC held by Karnataka State Board. - Completed MCSE (A+) Hardware and Networking course from Asset International. [b][u]Personality Traits [/u][/b]: - Optimist, Sincere, Responsible and Focused - Highly responsive and love to take up challenges [b][u]Personal Highlights [/u][/b]: - Self – motivated, result oriented individual, having sound interpersonal skills [b][u]Languages [/u][/b]: - English - Hindi - Kannada - Arabic [b][u]Interests [/u][/b]: - Net Browsing - Cricket [b][u]WORK EXPERIENCE [/u][/b]: Kochar Infotech [b][u]Designation [/u][/b]: Assistant Operation Manager [b][u]Duration [/u][/b]: October 2009 – Till Date - Managing an inbound technical process (GPRS) for Airtel - Handling 4 circles o Himachal Pradesh and Haryana Punjab o Jammu and Kashmir - Ensuring delivery of Service Level metrics for all the eight circles, analyzing performance and preparing action plans for areas of improvement, follow through and appropriate closure of action plans / commitments discussed with the client and the internal stakeholders. - Coordinating with various enabling departments to ensure smooth functioning of operations. - Understand client requirements and design processes to meet them Achievements - Promoted to Assistant Operation Manager. S.K. Computers [b][u]Designation [/u][/b]: Team Leader [b][u]Duration [/u][/b]: September 2008 – September 2009 - Service Delivery of a Customer, to achieve the targets of AMC and no of systems, prepare and present performance reports; Review process performance; manage outliers for key deliverables for relevant job roles. - Process Management – Call management / forecasting, scheduling, rostering; account for the meeting of process’ revenue, pushing process performance. - Client interaction – Annual Maintenance contract from various schools and college’s - Co-ordinate with key enabling functions for support - Set up help to move towards the organizational goal of cost saving, while maintaining and improving the Quality of delivery on systems. Hinduja Global Solutions (HTMT) Airtel Voice Process – Customer Care. [b][u]Duration [/u][/b]: October 2006 – June 2008. [b][u]Designation [/u][/b]: Team Leader - Handling a team of 20 CSR’s - To ensure that the CSR’s achieve their targets set by the company as per COPC standards. - Updating agents and on process, on a daily, monthly and weekly basis, due to changes occurring in the system daily for the pioneer customers and for future sales stages. - Motivating the team using company as well as personal finances by giving out daily / weekly /Monthly prizes. - Part of R & R team. - Coaching agents and providing feedback, both offline and online, to ensure consistency and good quality customer service/support. Help and ensure consistency in the procedures and information used by agents. - Agents feedback session, based on above with PMS report also whenever required regarding their performance of any other problems. - Motivating the team by recognizing good work and working and rewarding the top performers. - Rostering done for 324 Karnataka Circle representatives as per the requirement given by the operations support. - Checking on schedule adherence for Karnataka Circle. - Generating Weekly /Monthly reports to monitor teams performance using CMS (Avaya) - Call queue monitoring for Karnataka Circle. - Changing the skill Sets of agents as per the queue [b][u]Achievements [/u][/b]: - Awarded the best team leader for the first quarter as per the PMS records. - Achieved award for the best team with zero fatal errors for a Duration of 2 consecutive months. Khodays Contact Center [b][u]Designation [/u][/b]: TSE [b][u]Duration [/u][/b]: October 2003 - August 2006 - System support on servers, Desktop, Laptops, Windows platform - Support on Window OS - Support Narrow Band and Broadband (ADSL Technology) Internet connectivity - Support email clients and configuration and virus issues. - Helpdesk activities M/S Saudi Oger Ltd Co. King Khaled International Airport Kingdom of Saudi Arabia [b][u]Designation [/u][/b]: Computer Technician [b][u]Duration [/u][/b]: July 1998 – July 2003 (5 years) - Maintenance of PCs and server on wired and wireless network. - Providing technical support for Software and Hardware issues. - Assembling and De-Assembling of Computer. - Diagnosing and returning failed hardware, working with vendors as necessary on RMAs and fixes - Setting up and maintaining backup of system data for office desktop and file servers. F.P. University College [b][u]Designation [/u][/b]: Computer Programmer [b][u]Duration [/u][/b]: December 1995 to June 1998 - Maintaining official works of college taking dictation and prepared drafts of inter-office memoranda. - Organizing and maintaining records of employees and students - Preparing marks sheets, payroll, Registers and Reports. Regards, Javeed Pasha[/QUOTE]
