Project Head - Shanti Samaj Sevi Samiti - Sustainability
- Educate UNSDGs(United Nations Sustainable Development Goals
- District Authorities acbool Principles and Students were trained and certified
- They were divided in groups as per their choices of goals and as per inclinations.
- The entire operation was conducted with THE LOCAL STATE UNIVERSITY under the supervision of the Social welfare department of the University
- The investement was zero
- Social capital generatwd was 90 million.
- The programme is being scaled up nationally.
Project Lead - Pyas Purocom Social Initiatives Development - Bihar and UP
(2015-03 - 2019-02)
- To set up a new model of business to target the region's Educational Challenges(SDG Goal No – 4) for the base (bottom of the pyramid) of the society in the respective District.
- Working towards the progress for achieving universal primary education. Measuring learning achievement, starting in the early grades, will help to identify where schools are failing to meet their commitments to children and to formulate appropriate remedial action.
- Promote partnership in the field of Education and harmonize the efforts by multi-stakeholder partnerships that mobilize and share knowledge, expertise, technology and financial resources, to support the achievement of the upliftment of the Education level in the district.
- To create a platform for discussing issues pertaining to the Challenges faced.
- The active participation of all sectors of society and all types of people: Women, Children and Youth, Indigenous Peoples, Non-Governmental Organizations, Local Authorities, Workers and Trade Unions, Business and Industry, Scientific and Technological Community, Farmers
- To increase supporter base and generate sustainable business model in the field of Education and Potable Water projects at Panchayat/Block Level.
- Raising fund from a variety of sources(Charity,franchisee,Government Initiatives & CSR funds)
Executive Assistant - Indian Chamber of Commerce
(2013-04 - 2015-03)
- Undertook individual projects for Tourism and Education Department of Government of Bihar.
- Advocacy and Business/Trade facilitation, Representation to Governments, Diplomatic Missions, coordination with Domestic and International Chambers of Commerce.
- Organizing thought leadership conferences, seminars, workshops on sectors and topics of interest.
- Facilitating information exchange between Indian and foreign Companies.
- Handling the American Business Centre (ABC) Bihar Chapter.
- Arranging visits of delegation of Indian companies to America and hosting delegations of companies from the American Region.
- Organizing and helping Indian companies participate in Indian and American Conferences and Expositions.
- Promotion of responsible business practices.
- Encouraging and pursuing for FDI in the state.
Assistant Manager - First Source Limited - Chhindwara District of Madhya Pradesh
(2009-10 - 2013-03)
Process: Customer support, voice – Telecom (client: Reliance). Responsible for managing various teams with an overall strength of 550 executives and 30 TLs. Established first rural centre for BPO in Chhindwara District of Madhya Pradesh.
- Coordination and Management of the Team.
- Ensuring motivation and Enthusiasm in the Team for the achievement of ICE and Quality (Clients Revenue/Billing Parameters.
- Achieving the targets and maintaining the KPI's (Client's) in green.
- Maximize Revenue.
- Achievement of business and customer service objectives through management of Customer Service Operations.
- Ensuring optimum utility of people, resources and systems, within set budgets
- To manage, coach and develop supervisors and staff in order to improve customer service and to achieve Organization's KRAs.
- Managing Crisis Situation in cases of operational/Technical problems e.g. network / system breakdown / overload / Power supply / Telephone lines / internet connectivity etc.
- To assist and advise the Centre Head in the day-to-day business to achieve strategy, plans, objectives and productivity
- Process Analysis: Understanding process suppliers, inputs, processes, outputs, customers, regulations, criticality, level of difficulty, learning curve; Creating Critical to quality & Process definitions, process maps & manuals.
- Process Mapping: Preparing detailed process maps as per the client requirement.
- Training: Facilitating training modules' creation, training delivery, timelines and infrastructure, facilitating certification.
- MIS: Daily/Weekly/Monthly Reports.
- Client Management: Building a strong client relationship. Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.
- Forecasting and Budgeting: Inventory forecasting and process resource budgeting.
- Capacity and Resource Planning: Identifying process requirement, ensuring hiring/deployment of the relevant resources, Rostering, seat & agent utilization, Attendance & Attrition Management.
- Work Flow Management: Inventory/work queue set up, administration and clearance; Work Schedules' creation & deployment, Call Routing, off load balancing, IVR Management.
- Matrices' Management: Quality, Productivity, Service Level, Compliance, CSAT, Complaints, Shrinkage, Absenteeism and Attrition.
- Performance Measurement: Monthly, Bi-Annual & Annual Performance Appraisals; Variable Component Management; monthly one to ones, business reviews.
- Process engagement: Process' Rewards & Recognition; process knowledge engagements.
- Facilitating Process, Quality, Compliance, ISO, Information Security Audits
- Early warning signals, Performance Reports; Business Reviews; Dashboards.
- Analyzing Trend, Tenure, Missed cases, various queues, error Pareto, root cause, Increment Value, Availability, Variance, Utilization, Attrition Analysis.
- Ensuring Business Continuity and Recovery through Risk Assessment, Business Impact Analysis, Financial Risk planning, Information Security Planning, Business Recovery planning, Emergency Response Planning; Crisis Management, documentation (BS7799 & ISO 27001 compliant), implementation, training, testing and audits.
- Identification of individual strengths & areas of improvements; interests.
- Mapping career aspirations & personal needs with organizational objectives.
- Creating, implementing, and reviewing an action plan for achieving the same.
- Facilitate employee satisfaction and motivation.
- SPOC management.
- Nurturing, motivating and building a quality team for taking up additional responsibilities and driving effective execution as a roadmap to future roles.
Assistant Manager - Caretel Infotech Ltd.
(2008-09 - 2009-10)
Process: Customer support, voice – Telecom (client: Reliance ). Responsible for managing various teams with an overall strength of 250 executives and 15 TLs.
- Process Analysis: Understanding process suppliers, inputs, processes, outputs, customers, regulations, criticality, level of difficulty, learning curve; Creating Critical to quality & Process definitions, process maps & manuals.
- Process Mapping: Preparing detailed process maps as per the client requirement.
- Training: Facilitating training modules' creation, training delivery, timelines and infrastructure, facilitating certification.
- MIS: Daily/Weekly/Monthly Reports.
- Client Management: Building a strong client relationship. Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.
Team Leader - Aegis BPO - Kolkata
(2007-03 - 2008-05)
Telecom Process (inbound). Managing a team of 25 executives in Kolkata Process Tata (In-Bound).
- Managing a team of 25 agents to achieve daily targets set by the client.
- Ensuring a high Customer Satisfaction through proper resolution.
- Responsibility for over-all team development .Supervise and support team leaders to ensure that customer service is consistent with client's service standards.
- Bring continuous improvement in process management and team performance.
- Building long-term relationships with customers and ensure effective customer retention by utilizing all available support resources.
- Planning for the subordinates' career progression and succession, grooms them on the job by assigning challenging goals, and delegating work.
- Strives to improve score on Employee Satisfaction by formulating and implementing man management techniques controlling Attrition.
- Developing and bringing the low performers up the learning curves.
- Generating weekly and monthly performance report or the team to analyze the gap areas and make an appropriate action-plan further for the process improvement.
- Responsible for call monitoring and providing coaching and feedback to the team member.
Customer Service Executive (CSE) - IBM-DAKSH - Bihar and Jharkhand
(2005-10 - 2007-03)
- Member of the operations team to cater the needs of the Airtel Prepaid Customers of Bihar and Jharkhand.
- Conducting the On Job Training of the NHT batches (New Hired Training batches).
Team Lead - HSBC
(2003-01 - 2005-10)
Home Loan division.
- Lead a team of 10 members to sell Home Loans.
- Managed the working and liaison with the brokers and the DSA's of the Bank.
- Conducting the product training of the sales executives.
Cadet - Indian Army - Officers Training Academy at Chennai
(2001-10 - 2002-08)
- Received Military Training and Administrative skills.
- Trained in management and optimum utilization of human resources.
