Unit Manager - With a reputed firm

CORE STRENGTH: Project Management, Leadership Skills, Risk Mitigation, Team Building

Infosys BPO PVT LTD : (Pune) 07th August 2006 – Aug 2010

Designation – Team Leader - Operations (Techsupport)

Responsible for high quality techsupport for the US project “Verizon (Residential Landline & Broadband Service)”.

Websites : http://www.verizon.net



Roles & Responsibilities :

 Managing inbound call activities.
 Managing the Application Support in Verizon & heading it with 25 FTE’s ( GTAC)
 Giving Application Support to the Online Customers & onshore & offshore Clients.
 Reporting: Agent Daily Activity Report and KRA report which. And FTR & FCR reports, handling escalations.
. Client Interactions - Conference calls on Quality Calibration and Overall process improvement
 Development Of Team Performance Reports, Designed To Help Cutting Corners, Ensure Fault Finding And Correction.
 Regularly reviewing the application and providing feedback to the technical architects for changes/improvements in the application.
 Individual performance tracking
 Maintainance of Support structure & Applications to ensure seamleass transition.
 Leave Management and Grievances & Issue handling
 Planning & Implementing effective tech performance
 Team Management with team building, motivation & counseling of team whenever required.
 Continuous Work Process Improvement
 Providing technical inputs, issue resolution, implementing best practices and coordinating between technical support teams -- thus ensuring smooth functioning of day to day operations and achievement of business goals and objectives.Responsible for all customer interfaces.

 Design and implement procedures to measure customer satisfaction with respect to complaint processes.
 Grievances & Issues Handling
 Supervising or directing the employee-training program of the organization for all existing and new team members
 Assisting manger in tasks such as recruiting, training, developing business plan and so on
 Interacting with employees and assist customers in response to their concerns, questions, or complaints.
 Client Management
 SLA Management

EDUCATION
• Post Graduation – Pursuing PGDBA from ICFAI, Pune.
• Graduation – B.Sc. From Nagpur University - 2006
• Senior Secondary Examination – Nagpur Board- 2002
• 10th from Nagpur Board - 1999

Certifications :

• Yellow Belt ( Six Sigma ) – FCR4 ( Critical Client SLA)
• Green Belt & Black Belt ( Team Member )
• CS100
• T100
• Presentation Skills
• Analytical Skills Workshop
• Appraisal Feedback Workshop