CHARANJEET SINGH OBEROI

APOLLO RT is a Japanese owned Medical Equipment Manufacturing Company which is into the manufacturing of CT & Angiography Injectors, Syringes and Disposables having its factories in Shanghai and Sichuan.

I am a part of the Headquarter Administration Team and reporting to the President of the company Mr. Tom Miyata and looking after the below mentioned functions.

- Supporting the sales team worldwide for all the markets i.e. LA, EMEA, South Asia, SEA, East Asia (Korea and Australia).

- Making simulation sheets and taking and managing the special approvals from the management to win the Tenders with the Sales Team.

- Taking Forecasts from distributors worldwide every quarter for the next 6 months so manage the manufacturing at the factory level.

- Managing the Expenses of Employees worldwide, Statements from the Factories for the purchases done by APOLLO RT.

- Mailing P.I.’s, O.C., Payment Invoice, Shipping documents, Packing Lists, Certificate of Origin, Bill of Lading/AWB to the distributors for the products purchased.

- Making the Price lists for each Distributor worldwide and Purchase Price Lists from the Factories.

- Cross checking and Managing the expense invoices and arranging payments to the distributors, suppliers and employees at month end.

- Making P&L statements on quarterly and annual basis for all the regions considering Sales data, expenses paid like Salaries, Travel expenses and reimbursements to the employees.

- Making Cash Flow Statements on monthly basis considering the amount receivables from the distributors for the sales, updating payments received and amount payable to the suppliers.

- Managing the Entire Auditing Work with our Auding Company based in Hong Kong by providing them sales and purchase invoices of every transaction, bank account statements, remittance copies, contract copies etc and later on answering the queries raised by the auditing company.

- Making brochures, collaterals, Panel Posters designs finalised and printing ready before the congresses.

- Attending Conferences like IRIA, Arab Health showcasing companies products and meeting the existing and potential customers at the congresses.

- Working with different departments like

- Additional Projects taken from time to time e.g. Making of Company’s Concept Video and Company Presentation Video. Project included designing the script, shortlisting voiceover artist, concept of the video and shortlisting the agency and co-ordinating with the agency and company’s top management to get the video completed.

- Negotiating with the online portal websites for the best rates to post the job advertisements. Creating and Posting the job advertisement, contacting potential employees and arranging their interviews, hiring employees and training new employees on periodic basis.

Handling complete Data reporting and analysis International clients like ITC Foods, Nestle (NNI) and Pepsico (Gatorade).

- Client dealing and managing the projects with the team internally.

- Mailing required reports to the clients on periodic basis e.g. Customer Complaints tracker, Sales records and Different categories of Trainings conducted for Doctors and Sales Team on Pan India basis.

- Making Profitability sheet for the all the projects.

- Managing expenses of the employees and vendors.

Reporting To: National Head – Business Development & Company Strategies

Finedge India Pvt. Ltd is a market process outsourcing company offering the gamut the BTL activation, Call centre services around the FMCG, BFSI and Telecom sector with a turnover of >70 crores.

Job Responsibility

• Handling Data Management for all the wings i.e. BTL Activations and Call Centre.
• In depth process management, mapping process transition, and quality compliance.
• Resolve Data concerns and issues with clients

· Attending Conference calls with the clients and providing periodic feedback of business performance to National Head.

• Reporting with Data Analysis and reporting to National Head
• Adhering to SLAs/Benchmark and metric set by the client.
• Ensure 100% Service deliverables are met which are agreed with the clients.
• Preparation of in depth MIS – internal & external
• Preparation of Appraisal and working with National Head on his directives

- Frito Lays (Rack Execution and purity audits)

- Cadbury’s promotion during various festivities Rakhi & Diwali across PAN India

- LG merchandising in Delhi and Rajasthan.

- General Mills (Pillsbury Multigrain Atta) Activation across MT/TT stores in Delhi NCR in 2010-11

- ITC (Aashirvaad Atta, Yippee Noodles, Pasta, Choco Fills) Activation across MT/TT stores in Delhi NCR in 2011

- Kelloggs Mall Activations in 2011

• Responsible for setting up targets, SOP & SLA, setting and maintaining CTQ (Critical To Quality)/CTP (Critical to Process) targets and involved in planning for the process and thereby contributing towards service revenue generation.
• Implementing best practices and setup processes to attain key contractual client metrics such as CSI (Customer Satisfaction Index survey), FCR (First Call Resolution), AHT & Quality.
• Ensure process operates efficiently according to client and company measures.
• Maintaining basic reports and other MIS, Calculating Commission, maintaining a/c’s, and follow up’s regarding a/c reconciliations and recovery.
• Managing call flow effectively by monitoring calling patterns and adapting to meet the volume of calls.
• Follow up of pending cases on priority basis where transaction not transferred to other countries on time. Ensuring the complaint is closed within time committed and to the satisfaction of customer.
• Tracking complaints where incorrect resolution was provided to customer and resulted in escalation. Providing feedback and updating the same in internal software to avoid such incidences in future.
• Plan for upcoming organizational needs and implement strategies in a proactive manner.
• Communicate all process and client changes to direct reports within specific

Timeliness.

• Provide hands-on assistance to team in case of issues, both, through direct intervention and mentoring.
• Responsible for driving the business reviews within the company and with the client.
• Directly responsible towards fostering the development of team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counselling.
• Responsible for acquiring process and business knowledge so as to be able to handle escalations and resolve queries raised by the team as well as customers.
• Implement rewards / recognition and incentive program

• Attending Conference calls with the clients and providing periodic feedback of business performance.
• Ensure proper training of new hired candidates to have better customer care support.

Achievements

Ø Driving Zero Tolerance Policy all across the floor in coordination with Quality Department and Team Leaders & confined it to lowest.

Ø Handled complete data reporting in call centre.

Worked with Progeon Ltd. (Inbound & email based support) for British Telecom Process (U.K.’s landline company).

· Monitoring productivity and setting & achieving higher targets.

· Team review sessions (weekly/fortnightly/monthly) with higher management.

· Call monitoring to ensure consistent agent performance, with regular and rigorous feedback sessions to enhance their productivity.

· Ensure a high level of employee morale is maintained and that staff is motivated and supportive of established objectives policies and program ensuring service delivery.

· Organizing product training for new employees.

· Responsible for one to one feedback for each Team member.

· Constant team performance monitoring, evaluations and feedbacks to the higher management.

· Team auditing through proper documentation.

· Analysis of the BU on a weekly/monthly basis through ACHT, Quality, C-Sat analysis.

· Ensure quality reporting and work with Operations/Quality Manager to build a highly effective measurement and reward systems based on empirical data.

· Weekly Online Quality Calibration with the Client to ensure uniformity in the process and post calibration updates to the floor as regards the changes in client perception.

Worked with IBM Daksh for 3 years as Sr. Executive in Inbound (Customer Care)/Outbound (Collections & customer retention) of Sprint PCS (U.S. based wireless company.

· Taking escalated calls.

· Ensure daily, weekly and monthly report generation to Operations Managers & clients.

· Maintaining & Meeting Client SLA’s

· Providing floor support to team.

· Responsible for one to one feedback for each agent.

· Call monitoring - live barging and recording to carry on with required Quality Analysis procedure.

· Conducting daily huddles to discuss process updates and performance.

· Setting up of action plans and to monitor improvements on weekly basis.