Experience

FrenzoPay

• India
• Financial Services
• 1 - 100 Employee

• IT Manager

  • Jul 2023 - Present



Expert solutions

• Sahibzada Ajit Singh Nagar, Punjab, India

• Manager Operations

  • Feb 2020 - Jul 2023



Crimine Event Solutions Pvt Ltd

• Noida

• Director

  • Sep 2017 - Feb 2020

  ➢ An E-commerce based start-up with an idea on making everyone’s day to day life events arrangement easier and making it memorable ➢ Handling Business Development team of 3 Senior manager, 6 Managers, 12 Business Development Executives. ➢ Handling Operations Team of 1 Manager, 1 Team Leader and 10 Customer support executive ➢ Working with CEO of the company hand in hand in making the platform robust and easy to use with better user interface ➢ Taking care of recruitment and training of the new business development executives ➢ Vendor On-boarding, Vendor Care and Vendor Management a Key responsibility area – (Major business outcome) ➢ Designing fascinating plans for vendor and customers for their engagement ➢ Keeping a close eye on backend support and service delivery team ➢ Taking care of day to day operational activities including customer acquisition ➢ Analyzing and reviewing daily reports and plan corrective actions ➢ Analyzing and handling customer query/feedback/complaints over Tollfree through Ziffy – Call Management tool ➢ Bitrix-CRM management (Leads/Deals/Products /customers etc.) ➢ Kredly-HRMS management (Organizational chart, employee attendance, HR announcement, Employee payroll etc) Show less



Exzellenz Enterprises

• Meerut Area, India

• Managing Director

  • Jan 2017 - Aug 2017



Pratha Foundation/Ganpati Foundation Charitable Trust

• Noida

• Director Operations

  • Jul 2012 - Sep 2016



Accord PR and Outsourcing

• Noida Area, India

• Senior Operations Manager

  • Oct 2010 - Mar 2012



Teleperformance Pvt Ltd

• Indore Area, India

• Operations Manager

  • Jun 2008 - Sep 2010

  ➢ Into client – vendor management. o Calls forecasting & projection o R&P (Rewards and Penalty) role play planning o Client CPC (Call per Cost) target to be met by reducing repeat o Revenue generation – Upsell & retention. o Customer Satisfaction & Measurement Metrics. o Handling all complaint and escalation. o Handling customer complaint by effective SR (Service Request) closures. ➢ Manage day to day operational management of the team and ensuring CGSL consistently delivers on the Service Level Metrics, as defined for the process. ➢ Manage the team efficiently to maximize agent utilization ➢ Being a point of reference (SME) for staff and supervisors on domain and systems ➢ Ensuring adherence to controls and procedures, and monitoring the operational health of the process through the quarterly RCSAs (Risk Control Self-Assessment Grids). ➢ Monitoring team and agent performance of a daily basis, and providing timely and adequate feedback for performance enhancement. ➢ Keeping the team and self-updated of all process changes/ process highlights, at all times. ➢ Tracking agent/ team performance on quality, and working with the Quality and Training team to develop training schedules/ plans. ➢ Identify potential Managers from the Supervisors and groom them to take on higher responsibilities. ➢ Build vintage in the team, by minimizing attrition/controlling attrition to within 35% annualized. ➢ Automate the unit for smooth operations ➢ Analyze performance results and implement department improvements. ➢ Plan for upcoming organizational needs and implement strategies in a proactive manner. ➢ Analyze and maintain all Client Service Level Agreements. ➢ Build continuous process improvement capability across the Delivery Hub by leading, sponsoring and overseeing process improvement projects ➢ Drive down managerial and administrative overhead cost. Show less



SKYBIRD INFOTECH PRIVATE LIMITED

• India

• Assistant Operations Manager

  • Aug 2005 - May 2008

  ➢ Managing the Operations of the Outbound Call center at Meerut for Airtel, a 95-seater call center. ➢ Span of control 150 CSE’s, 10 TL’s. ➢ Taking care for the entire center’s performance in respect to Up-selling, Customer Service, CAR Scores, Close Looping %, RPC %, Retention (vol./in vol.) in every campaign flowing at the center. ➢ Adhering to the SLA”S for Quality Parameters. ➢ Adhering to the SLA”S for TAT committed to any customer during any type of calls ➢ Making it sure to achieve 100% adherence in respect to quality, TAT and a minimum of 80% RPC rate on the entire floor. ➢ Responsible for arranging the necessary trainings in respect to Quality, Process, Software’s and Soft Skills. ➢ Acting as a SPOC for the entire Call Center in respect to any IT, Infrastructure, Facilities and Data Management, and Reports Database and escalating any kind of problems to top management. ➢ Generating daily reports for the various kinds of Processes at the center and forwarding the same to Airtel and our top management. ➢ Maintaining the Consolidated MIS for the Outbound Call Center on a Weekly and Monthly Basis. ➢ Responsible to coordinate with the Process owners to clear the Bills from Airtel for the Different process on the floor. ➢ Responsible of maintaining daily and monthly MIS. ➢ Responsible for any new hiring on the floor. ➢ Responsible for any Training provided to the Agents and the Team leaders ➢ Responsible to provide new updates to Team leaders regarding process change. ➢ Responsible to organize monthly R&R for the best performers for different process Show less