www.ibhprocess.com IBH Process Solutions Mumbai : Manager Operations

[Admin]

IBH Process Solutions
http://www.ibhprocess.com

Keywords: Financial, Publishing, BPO, International BPO, KPO

Company Profile
IBH Process Solutions, well known global fast growing non voice BPO/KPO. Our core expertise extends to all functions of the e-Publishing, Financial Services, Legal Services & Content Services.


Senior Manager - Operations

Experience:
8 - 12 Years
Location:
Mumbai
Education:
UG - Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization;Post Graduation Not Required
Industry Type:
BPO/ITES /CRM/Transcription
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Posted Date:
09 Sep


Job Description
Will be responsible for handling operations of an International BPO in the Financial/Publishing domain. Managing multiple time critical projects for customers across the globe. Should be able to manage large team and capable of delivering as per SLA


Desired Candidate Profile
A go getter Attitude, Smart, Proactive, well versed with all the operations functions in an International BPO, should be very good in communications both written and verbal. Good interpersonal skills & should be able to work under pressure.

Executive Name:
Ms. Deepa Shetty

Address:
IBH Process Solutions
Solaris 1, F – Wing, 6th Floor
Opp to L & T Gate No. 6
Saki Vihar Road, Powai, Andheri (E)
Mumbai,Maharashtra,INDIA 400072

Email Address:
hr@ibhprocess.com

Telephone:
91-022-40663600

[Guest]

1/B, 204, Ganapati Appt,
L T Road, Borivali(W),
Mumbai 400 092 Phone 022 28337815, 09833825199
E-mail Nimesh_Sheth2001 AT yahoo.co.in

Nimesh Sheth
Objective Seeking a challenging career with a progressive organization which will utilize my skills, abilities and education in management, Operations and HR
Education 2000 - 2002 Pune University Pune
MCM (MBA-IT) Master in Computer Management
2001 - 2002 Pune University Pune
DMM Diploma in Marketing Management
1997 - 2000 SVP University Anand
B.Sc Applied Chemistry

Professional experience
June 2004 – Till Date Orange Business Services
Project Co-Ordinator : June 2008 Onwards
. Was instrumental in setting up the entire project for IT services for a major Airline Customer,from grass root level.
. Designing and implementing process on ITIL frame work and Lean Six Sigma Methodologies.
. Handling Escalation, interacting directly with end customers, acting as a single point of contact.
. Liasing and co-ordinating with various internal entities like Sales, Logistics, Field services, Technical helpdesk and make sure
tasks are completed on time. Achieving 100% SLA.
. Making reports, Identifying Root cause, suggesting solution and Backlog management.

Team Lead: ( 2005 to June 2008)
- Co-ordinating with various internal departments and handle First level escalations.
- Lead and manage a team of 15 agents dedicated, 24/7 for scheduled and planned interventions across three regions( WE, APA and MEA).
- Work closely and involve in conference calls with internal departments like Order issuing team, Process team, Customer helpdesk, Regional FOIS, Logistics and Sales teams.
- Monitor quality and performance of agents.
- Design guidelines for various project rollouts, Tool rollouts and resource management.
- Assist with documentation updates.
- Identifying and organizing training for agents.
- Perform Incident analysis, root cause analysis and backlog management.
Jan 2003 – May 2004 Corsoft Solutions India
Support Services Coordinator (Technical)
- Providing Technical Trouble shooting steps through online chat to US based customers.
- Testing un released version of software, that works on Palm OS using Palm emulators/ Smart Phone and Personal Digital Assistants like Kyocera 7135,Treo 180/270/ 300/ 600, Tungsten T, Zire21, Palm VII, Handspring Visor, reporting the bugs to the development team at US, updating them about user requirements.
- Taking care of overall administration of Baroda office, helping in recruitment process, train newly inducted candidates.
- Updating the website as well as User guide and manuals as and when new features or new version of the software is launched.
- Taking part in Forums and discussion boards related to Palm OS and Hand Held messaging device.
July 2002 – Dec 2002 Stream Tracmail
Senior Support Representative
- Providing Technical trouble shooting steps through e-mail.

Additional professional activities ITIL Certified.
HR Recruitment training completed from DDI world (Malaysia).
Hobbies Handwriting Analysis, Calligraphy,
Personal Information:
Name: Nimesh Sheth
Date of Birth: 15th April 1979
Nationality: Indian
Passport No: E-8183064

Nimesh Sheth
Date:
Place: