Experience

Techno India Group Public School

• India
• Higher Education
• 1 - 100 Employee

• Assistant teacher

  • Nov 2011 - Present

  Class teachership, HOD of mid level English dept, HOD of mid level French dept. Class teachership, HOD of mid level English dept, HOD of mid level French dept.



Disney Preschool

• Kalyani

• Asst. Teacher

  • Sep 2010 - Oct 2011



Spanco BPO

• Information Services
• 300 - 400 Employee

• Shift Incharge

  • Feb 2009 - Apr 2010

  Handling the process of Reliance Communication CDMA inbound process, as Asst Manager of Orissa circle. Currently having a span of 4 team leaders with total strength of 91 advisors. My team includes Customer Service Escalation Desk (CSL) which handles the escalated calls and high profile customers. Along with some extra authority to maintain Customer service and satisfaction. Solely incharge of Voice Of Customer cases. I personally call up the customers and get feedback from them and if required, help in customer’s benefit on special approval as and when required. Handling prepaid calls from Bihar, Bengal and Orissa within given AHT (Average Handle time) and maintaining the target quality score. Handling all sorts of escalations and operational issue of CSL team. Rostering of the manpower in my process. Data auditing of the team leaders on basis of Performance, Schedule Adherence, Quality scores and outlier managements. Fixing the Plan Of Action of the team leaders as and when required. Only responsible person to close the Voice Of Customer cases by calling the customers and giving the required benefit under client approvals. One point of contact on any escalation issues from irrespective of circles (West Bengal, Orissa and Bihar) from the client and vendor- either end. Known as Subject matter Expert and supervise the training department and conduct refresher trainings for the outliers. Individually leading a team of another 6 Team Leaders who are entitled to give refresher trainings, tracking Service Requests raised by the advisors per day, MAFI reversals (Quality). Scheduling the refresher training, creating the training modules and roster. Identified as the spoc from Operation to attend all the concalls from the client end. Train the other branches of Spanco, viz Gurgaon, Vashi on SR tracking and MAFI reversals. Directly coordinate with Reliance Communication Officers (DAKC, Mumbai) for any updates on product and process. Show less



Reliance BPO

• • Dec 2003 - Feb 2009

  Recently leading the team of 17 Customer Service Representatives involved in backend process of the organisation providing Prepaid Services.Handling Back Office Operations of the Prepaid services, coordinating with Circles and Business regarding the complaints of customers and resolving them within the desired SLAAlso handled Handset and Provisioning related process in back office, with the team of 15 Customer Service Representative.Handling prepaid related complaints within the expected timeframe (SLA)One point of contact from both the operations and client in any issue related to Prepaid service and prepaid acquisition offers.Explaining the service standards and work plan to the associates for deriving the best performance from them for excelling business targets & service delivery metrics.Conceiving/ implementing short/long-term plans for achievement of process objectives.Framing the work direction and plan for the associates after thorough assessment of their capabilities.Handling activities related to rostering, schedule adherence and leave planning for the employees. Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity (Source DSS Sap Site).Monitor the process adherence and fine-tune the process laid.Coordinating with Circle and Business regarding the issues in Prepaid and getting them resolved.Accountability of the whole process from Handset activation and provisioning to deactivation/lost and retention cases. Interacting with clients (Infocomm), understanding and analysing customer requirements, thereby aligning the process to achieve SLA.Ensuring minimum turnaround time for resolving customer complaints and maintaining high customer satisfaction levels.Identifying causes for dissatisfaction among customers/ system problems & taking steps to over come the same. Show less

• • 2006 - 2008