BENJAMIN A. GRACIAS

TATA Serein

• Managed end to end deliverable of CP vertical from awakening
• CP Meet planned and executed
• Set monthly and quarterly targets
• Tie up with Channel partners to increase sales volumes
• Negotiate with interested clients
• Coordinate with Marketing and strategic team
• Set budgets for manpower, marketing
• Decide on Channel partner brokerage and ladder.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Mayfair Virar

• Managed a team of 10 sourcing managers
• Activated new CP market for the company - Virar
• Overall gross revenue generated in launch 80cr
• Managed end to end deliverable of CP vertical from awakening to invoicing
• Train, Mentor and develop the managers
• Planned different meeting with CP
• Successfully planned and executed CP meet and JBP
• Set budgets for manpower, marketing.

• Responsible for revenue generation and meeting the revenue targets
• Responsible for driving cost initiatives
• Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process to Create a work force requirement plan to manage performance and behavior of front-line supervisors through effective meetings, coaching and mentorship
• Responsible to address any grievances on social media
• Ensuring a healthy work environment
• Administering employee motivation & retention, revenue & growth in margins, performance and SLA Management
• Shrinkage management as per the process requirements
• Liaise with training team.

• Managed the account involving mobile and fixed line operations for Enterprise customers at New Zealand
• Liase with other departments on which dependency exist to ensure timely completion of work as per SLA
• Upselling of products and services
• Interacting with LOB to ensure smooth flow of work
• Identifying opportunities and cause process improvements
• Hiring able candidate for the team
• Analyze and adjusting staffing to maximize efficiency and service level requirements
• Shrinkage management as per the process requirements
• Conduct Daily/Weekly meeting with leads and process head
• Knowledge management by means of updated documentation of policies and procedures
• Strategic approach towards staffing and work allocation
• Work with in house technology team and on shore technology team to enhance system capabilities
• Accurate reporting of process performance to the Business Unit and senior management via Dashboards and Performance Reports
• Manage escalations and ensure retention of customers
• Managing both calls and back office work
• Process Improvement - Improved response time on hold cases.

• Manage a team of chat associates who handle customer queries on mobile customer service (HRO)
• Drive quality targets
• Quality Analysis via RCA and PARETO
• Liaise with training team
• Performance evaluation of associates
• SDO wide Operations Maturity Model Management
• Deploy the OM principles across Mumbai SDO in accordance with the BE leads
• Conduct trainings and floor walks to ensure Delivery team is adhering to OM framework
• Audit and Report the OM practice adherence of the various deals across SDO
• Drive the standardization of OM reports, SLA dashboards, control charts and 3x3 with the respective BE leads
• Support the automation & process improvement opportunities for a health account along with the BE lead
• Handling End to End US Recruitment
• Pre-screening of candidates
• Salary Negotiation, follow up with the candidates till joining
• Conduct Interviews of Walk-in Candidates
• Briefing/Training candidates for job roles & responsibilities
• Assist the candidate with the on boarding formalities
• Prepare Offer letter for the selected candidates and appointment letter on submission of all the mandatory documents by the candidates
• Interact with Hiring Managers to understand their need and provide market information.

• Managing overall process with regards to ensuring the designing, quality check, query resolutions and printing is done is completed for Yellow Pages
• Manage workflow with regards to ensuring that books get printed on time and queries are also answered on time
• Send reports regarding to daily performance concerning quality and productivity
• Planning staffing and hiring
• Part of Training and development team (L&D)
• Liaise with training team
• Daily, weekly and monthly reporting of YP performance to middle and senior management
• Liaise with training to enhance team skills and identify opportunities for improvement
• Liaise with clients regarding process updates
• Was part of the Business Continuity plan testing for applications and systems.

• Manage a team of 18 associates for servicing customers regarding their monthly payments, insurance, taxes, payoff, loan history, verification of mortgage, setting and deleting the escrow account
• Daily, weekly and monthly reporting of team performance to middle and senior management
• Actively involved in hiring new associates
• Ensuring employee satisfaction and retention by means of recognition, 1x1 feedback sessions, performance enablement and cross-training
• Performance evaluation and career pathing of associates via means of scorecards
• Liaise with training to enhance team skills and identify opportunities for improvement and improve skills and identify opportunities for improvement
• Customer retention by means of offering compensation tools
• Partner with support groups such as Technology, Training, HR and Admin for effective functioning
• Recruitment and on-boarding of frontline staff to fit the job profile
• Network with the Line of Business to work in cohesive manner to understand the challenges of the business and provide alternate solutions
• Continuous improvement by applying quality tools such as Six Sigma and reducing the variation
• Actively involved in migration of two new processes
• Link with onshore and multiple sites
• Workforce management to meet business needs
• Managed back office operations by providing customer service via e-mails.

• Worked with Lloyds TSB contact Center
• Resolved Customers queries regarding Account Balance
• Basis request from the customer have done Balance Transfer over the call
• Setting up Standing instructions and direct debits
• Placing a request for Foreign currency and getting the same delivered at home address or at the branch
• Placing a request for Check books
• Setting up Utility bill payments
• Promoting different sales products like insurance, Credit cards and Balance transfer etc.