B. GOPAL RAO

Aspiring to build necessary skill set, sharpen my personality and to pick up Core competencies to ensure that I become a valued asset in a reputed Enterprise. Aspiring for higher level of assignments in Client Servicing / Front Office Operations with an organization of high repute.

An enterprising performer with abilities in motivating team members and enabling them to deliver quality services to clients. Strong relationship management, analytic and communication skills. A result oriented professional with over 5 years of experience in the areas like: Client Servicing, Reports Handling, Process Enhancement, Team Management, Quality Assurance, Performance Management, Problem Solving Skills, Reviews/Data Handling Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

• 01/01/16, 01/01/19, 49 Months, Tech Mahindra Business Services, Team Lead - Operations, Relocation & Process Ramp Down, Set up of technology, Production and all other aspects for the pilot Australian Process (Telstra NBN)., Actively worked for an inbound Customer Service & Back end campaign (FOH & BOH)., Worked for web – based process where solution was provided to the customer's queries through Calls & screen sharing., Currently taking care of customer care process and Back house transfers., Worked for web – based process where solution was provided to the customer's queries through calls for services like Home Phone, Internet., Gave floor support to the team and maintaining the quality of the team.
• 01/01/16, 08/01/17, 20 Months, Tech Mahindra Business Services, Sr. Technical Analyst, Worked as a team with the US based Telecom giant named “Verizon”., Actively involved in maintaining the Quality individually and for the process., Troubleshoot and look for sales opportunity, thus contributing to the success & revenue of the project., Coordinating with support functions viz. Quality & Training for proper understanding of the process., Ensuring positive customer satisfaction and customer relationship is maintained., Creating positive environment by getting help and sharing with peer mates to grow equally.
• 07/01/12, 06/01/13, 12 Months, John Keells BPO, Sr. Customer Service Representative & Floor Support- Operations, Death in Family and Personal Issues, Active member of an inbound Customer Service & email campaign., Worked for web – based process where solution was provided to the customer's queries through calls for services like Home Phone, Internet & TV., Gave floor support to Order Entry process & Sales process (FFH) and maintaining the quality of the entire process.
• 07/01/12, 10/01/12, 4 Months, John Keells BPO, Floor Support, Worked as a team with the Canada based Telecom giant named “TELUS”., Actively involved in maintaining the Quality individually and for the process., Provided floor support to entire TELUS FFH & OE process., Tracking and processing orders, contributing to the success & revenue of the project., Coordinating with support functions viz. Quality & Training for proper understanding of the process., Ensuring positive customer satisfaction and customer relationship is maintained., Creating positive environment by getting help and sharing with peer mates to grow equally., Manage quality of service and improvement of service delivery processes and give floor support., Part of the Hiring Team for the process. (Additional)

Six Sigma (White Belt)