Alka Verma

To achieve and secure a position in the management cadre that provides scope and opportunities for challenge, growth, self-development and contributions that are acknowledged by the organization.

Centre Director - KLAY prep School and Day care

(2019-05 - 2022-10)

• Responsible for entire Centre Operations and managing the team
• Responsible for conversions and admissions
• Single point of contact for parents and team
• Lead and manage a team of teachers and support staff; provide regular training, mentoring, and performance feedback.
• Build and maintain strong relationships with parents through regular communication, meetings, and feedback sessions.
• Ensure compliance with health, safety, and hygiene protocols within the centre.
• Organize and oversee events, celebrations, and extracurricular activities to enhance holistic development.
• Manage budgets, inventory, and resource allocation efficiently.
• Coordinate with management for reporting, audits, and continuous improvement initiatives.
• Responsible for Profit & Loss of Centre

Regional Safety Officer - KLAY prep School and Day care

(2022-11)

• Implementation of Health and Safety Policies across Region.
• Audit/Risk assessment/Inspection of all the centres with respect to infrastructure safety/electrical safety in the Region as per schedule
• Audit & Risk assessment for newer center prior to reopening/launch in the region
• Ensure/coordinate various Trainings conducted in the region as per schedule – Fire drill & evacuation, Covid safety, first aid, POCSO etc.
• Ensure compliance documents in place as required
• Transport & Food Safety through regular Audits and action in place timely
• Induction to new staff in the Region on Health & Safety
• Ensure Covid Safety protocols implemented across the region
• Liasoning with Corporate SPOCs for Safety measures/protocols implementation at Corporate centres
• Investigate incident, near miss incident, accident - analyze route cause of the same & take preventive measures to stop reoccurrence.

Senior Associate – Central Operations - HDFC Standard life Insurance Company LTD

(2011-05 - 2012-11)

Awarded as the best employee of the department in the first year R & R awards.

• Maintaining the data of all the RTO policy document and following up with the vendor.
• Vendor management.
• Handling of In-house calling team and outsource team.
• Initiating projects and analyzing the data to reach the personal KRA's and company goals.
• Generating daily, weekly, fortnightly, monthly MIS to Management.
• In addition, handling developments & Testing for the department.

QUALITY ANALYST – Service - Just Dial Service Pvt Ltd.

(2008-01 - 2010-10)

• Monitoring calls of the agents and giving necessary feedbacks and suggestions, as well as scoring their performance for incentives.
• Taking user Feedback from callers and clients. (C/ SAT)
• Handling First Level Escalation with resolutions at the Front End itself.
• Assisting the TL in terms of Team quality and Discipline.
• Conducting various surveys as and when required by management.
• Assisting the management in regards to quality throughout all the branches.

INFORMATION RETRIEVAL OFFICER – Operations - Just Dial Service Pvt Ltd.

(2007-01 - 2007-12)

• Handling calls and providing accurate information in regards to customer requirements.
• Achieving daily targets in terms of quality and quantity.
• Regular reporting to Team Leader and taking necessary updates and performance feedback.
• Ensuring complete etiquettes and floor discipline.

Quality Assurance in Software testing - Just Dial Service Pvt Ltd.

(2007-01 - 2010-10)

• End user Software Testing
• Follow ups with the development team.
• Suggestions to design the software with respect to the user and business needs.

PGDBA - Welingkar Institute of Management (2012)

TYB.COM (2009)

H.S.C - Mumbai University (2006)

S.S.C - Mumbai Board (2004)