Chirag Rana

• Process: - Handstands, Cloth Promotions Plus, Magnets in Print & American Bus (US based Client)
  
  Job Profile :-
• Handling 4 US process with 25 agents working for US promotional Industry
• Resource management, staff allocation/timings as per the volumes received
• Ensure the Quality of 98% is maintained
• Improve Teams performance by inculcating a sense of team spirit and bonding among the team members
• Continuously monitoring Client Mailbox & Interacting with client over chat and respond immediately
• Weekly performance review with the team
• Ensure all reports are prepared to monitor Productivity/Billing/Error analysis
• Monthly review calls with client and document the same in MOM
• Organizing resource to achieve objectives and strategies for the organization
• Maintaining discipline in team
• Ensuring that the team achieves their targets and meeting the client cut off time (TAT)
• Monitoring the agents on accuracy of their work and providing regular feedbacks to enhance performance
• Implementing different objectives to suit the needs of the ever-growing client
• Co-ordinate within the various departments in the organisation to ensure that operational requirements are efficiently met
• Responsible to maintain and ensure that all quality and productivity targets, of client and Internal, are met
• Constant coaching & training of the Associates in order to improve Quality and to keep them updated with the ever changing nature of the program
• Identifying the root cause of the errors, appropriate action plan chalked out for implementation.

• Manufacturer, Wholesaler, Exporter of Diamond Studded Jewellery and, Day To Day Work In Tally ERP - Sales - Purchase - Bank Reconciliation - Petty Cash - Stock Maintenance - Daily Reporting To Higher Authority (Director)
• Update financial data in Tally to ensure that information will be accurate and immediately available when needed
• Prepare and submit weekly/monthly reports
• Assist senior accountants in the preparation of monthly/yearly closings
• Assist with other accounting projects

• Process: - GMG Pens, Lanco & Cedar Crest (US based Client)
  
  Job Profile:-
• Handling 3 US process with 15 agents working for US promotional Industry
• Resource management, staff allocation/timings as per the volumes received
• Ensure the Quality of 98% is maintained
• Continuously monitoring Client Mailbox & Interacting with client over chat and respond immediately
• Weekly performance review with the team
• Ensure all reports are prepared to monitor Productivity/Billing/ Error analysis
• Weekly review calls with client and document the same in MOM
• Organizing resource to achieve objectives and strategies for the organization
• Maintaining discipline in team
• Ensuring that the team achieves their targets and meeting the client cut off time (TAT)
• Monitoring the agents on accuracy of their work and providing regular feedbacks to enhance performance
• Implementing different objectives to suit the needs of the ever-growing client
• Responsible to maintain and ensure that all quality and productivity targets, of client and Internal, are met
• Constant coaching & training of the Associates in order to improve Quality and to keep them updated with the ever changing nature of the program
• Identifying the root cause of the errors, appropriate action plan chalked out for implementation
• Handled Aprinta project single handedly with complete ownership and completed within the timeline.

• Process: - Centrica - British Gas Business (UK based Utility Client)
  
  Job Profile :-
• Preparing presentations for Monthly Business Reviews held on a monthly basis with the client
• Timely sample quality checks done for the team as per the sample size calculator
• Proactive Approach in identifying & highlighting the process gaps & training requirements for the team
• Understanding the challenges and end to end process criticalities between functional areas of business
• Analyze cases and ensure exceeds internal / external expectation & Implement corrective actions
• Monitor performance and guide the team to achieve targets based on client SLA
• To Manage the Turnaround Time as per the Service Level Agreement with the Client
• Cascade any important update or information to the team through buzz session
• Design and implement systems to handle data/reports and regularly review to make necessary changes
• Constant interaction with the UK offices through e-mails and correspondence for an early resolution of queries
• Conducting weekly client calls on performance for the week via call
• Conducting Appraisals & One on One feedback with the team members
• Complete ownership of process compliance to ISO Standards
• Maintaining excel reports for the operations and quality team based on requirements
• Provide support, development and motivation to the team members to maximize productivity, accuracy and overall performance
• Proper Allocation of the work flow based on TAT
• Ensuring that Coaching Calendars and Improvement Plans are published on a monthly basis
• Monitoring accounts and giving constructive feedback along with making reports for trend analysis
• Based on trend analysis, designing new policies to help agents improve their efficiency and quality
• Co-ordinating with Top Management to understand the requirements for Monthly as well as Quarterly Business Reviews with the client
• Leave Management for the entire process & Resource planning as per client requirements to ensure all Service Level Agreements are met
• Rostering the entire process as per the skill set and volumes on a monthly basis
• People Management
• Providing One on One Feedbacks to the team adapting specific coaching styles suitable to team members
• Performance management done for this team by shadowing them on a regular basis to identify potential process improvement
• Team huddles conducted with the entire team to share updates and learning’s from weekly calibrations and calls with the client
• Team activities being organized within the team to build confidence levels and team bonding resulting in a good work environment

• Process: - Centrica - British Gas Business (UK based Utility Client)
  
  Job Profile :-
• Working in Correspondence - CGE department handling customer queries and complaints of British Gas
• Prime responsibility of investigating customer queries and complaints, taking corrective actions ensuring effective and timely resolution to the end customer via letter
• Suggested many process changes which helped to do the work in a short span
• Migrated Agent Workbench application (Introduced by the Client from UK to India and delivered the training effectively within the timelines
• In absence of TL and carried out responsibilities like allocating cases to team, giving process updates, TQ support, queue manager, handling team queries and reporting all the activities of the shift to the TL and manager
• Communicating effectively with supervisors, team leaders, people in charge, and other professionals to collect information and to settle the required important complicated issues

• Process: - WorldLink Investigations – Funds Transfer
  
  Job Profile :-

• Working in WorldLink Investigation department handling multicurrency funds transfer investigations
• Prime responsibility of investigating problematic payments, taking corrective actions ensuring effective and timely resolution to the end customer
• Part of dedicated team handling sensitive client from NA, EMEA, ASPAC AND LATAM
• Highlighting ageing investigations to various Citi service units and monitoring the same closely for resolution
• Monitoring of investigations for lessening the number of mistakes or errors and checking out for improved performance
• Job involved processing multi-currency funds transfer for Citibank, N.Y
• And communicating with international banks via Swift, Fed and Telex systems in resolving funds transfer inquiries
• Detailed investigation & resolution of the discrepancy / variance arising in payment done by the Originator/ Originating Bank

B.Com Graduate from Mumbai University passed in the year 2010 securing First Class - 73.43%

Passed HSC - 12th from Maharashtra board in the year 2007 securing First Class - 63.67%

Passed SSC - 10th from Maharshtra board in the year 2005 securing First Class - 64.80%