Summary
Overview
Work History
Education
Skills
Certification
Interests
Accomplishments
ADDRESS
Date of Birth
Timeline
Generic
Dipali Royce Ferreira

Dipali Royce Ferreira

Senior Operations Manager
Mumbai

Summary

Motivated individual aiming for a demanding position in respected organization, dedicated to utilizing skills and delivering optimal results for company growth.

Overview

23
23
years of professional experience
3
3
Certifications
1
1
Language

Work History

Senior Operations Manager

Firstsource Solutions Limited
2024.01 - Current
  • Working for Sky Telecommunication Process, Role: Managing Sky Sales Operations Welcome New sales attraction Voice 3 different processes, Welcome Mobile, Welcome Broadband, Pre-active cancellation
  • - Handling a team of 14 Teamleaders with a span of 180 agents
  • Job Profile
  • People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming CEL's. Manage all the Ops KPI's- NPS, FTR, Sale attachments, Transfers, CONV etc
  • Client Management- Weekly performance calls, MBR with Director of Sky, Investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
  • Process Management: RNP (Reward & penalty) requirements, Delivery impacts, Schedule adherence, Drive Commercial , efficiency & Customer metrics

Training Manager

Firstsource Solutions Limited
2017.07 - 2024.01
  • Working for Sky Telecommunication Process, Role: Managing Sky Sales Training for all LOB's under Sales (Voice, Chat & BO)
  • - Handling a team of 8 Learning Specialists
  • Job Profile
  • People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming Trainers. Manage all the training KPI's- Training throughput, Launchpad performance, E2E yield and 30th day performance
  • Client Management- Weekly performance calls, Investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
  • Process Management- Manage operations Project to drive different Customer and commercial metric, TNI Analysis, Data Analysis
  • Other- Part of ORG level project- Hive to drive Capability development engagement, reward and recognition Programme. Created Coaching content video for SIM program, Part of Panel interview to select eligible candidate for Lloyds program

Assistant Manager

Firstsource Solutions Limited
2016.12 - 2017.07
  • Worked for Lloyds Banking Process, Role: Managing Mortgage Back Office Operations
  • - Handled a team of 70 colleagues and 6 Team leaders
  • Job Profile
  • People management- Managing people issues/conflicts, disputes, Monthly and annual appraisals, Quarterly Skips, Coaching/ grooming team leaders
  • Client Management- Weekly performance calls, investigating any escalations, feedbacks, propose and promote process improvement, facilitate process migration, Risk management
  • Process Management- Manage Daily operations, Overlook SLA management, Data Analysis
  • Other- Part of Neev Programme- Inhouse training course for budding and newly promoted team leader- Facilitate Coaching and Communication course, Part of Panel interview to select eligible candidate for Lloyds program

Process Leader

Lloyds Process
2014.05 - 2016.12
  • Job responsibility: Worked as a process leader in Lloyds Process
  • Travelled to UK for 2 months to migrate Mortgage application process
  • Handled end to end training and migration
  • Handled a team of 20 colleagues of 01st batch for this process
  • Attended client calls for smooth functioning of process post migration
  • Reduced MVU errors by 30% by effective coaching and feedback
  • Process was upsized from 20 to 200 colleagues
  • Handled multiple process like- S&VS, Lifeboat etc
  • Was selected through the IJP as an Assistant Manager within 2 and half year

Team Leader

Hutchison 3G(Tech Mahindra)
2011.09 - 2014.05
  • Worked with Hutchison 3G(Tech Mahindra) as Team Leader for Vodafone Billing process
  • Job responsibility: Handled outbound and inbound voice process. Handled 2 teams simultaneously of 15 advisors in each team
  • Handled complaint calls to give first touch resolution
  • Ensured all SLA's are met month on month
  • Worked directly with DGM to carry out end to end root cause analysis for NPS detractors and provided insights and suggestions to improve NPS
  • Did audits around complaint calls and credit offered for the entire Vodafone billing process

Team Leader

M/s Intelenet Pvt Ltd
2010.01 - 2011.01
  • Worked for Barclay's process, assisting the customer from United Kingdom who have existing account with Barclays

Customer Care Manager

M/s Goldshield Pvt Ltd
2003.12 - 2005.09
  • Assisting the customer from United Kingdom with all the supplements supplied by Goldshield & also up-selling the products, as per the customer needs & requirement. Main job responsibility to sell products as per the monthly targets.

Telemarketing Executive

M/s Investone, Affiliate of Citibank
2003.01 - 2003.12
  • Opening new Bank accounts for customers & getting deposits from existing customers

Education

Post graduate - Food & Biotechnology

University of Mumbai
01.2002

TY BSC - undefined

Ramnarayan Ruia College of Arts & Science, Matunga
01.2001

HSC - undefined

K.J.Somaiya College of Science & Commerce
01.1998

SSC - undefined

New English High School, Maharashtra Board
01.1996

Skills

Communication excellence Team leadership Coaching and presentations Advanced Excel skills Rapid adaptability

Certification

British Council Coaching certification of Silver level

Interests

Dancing, Cooking, Swimming

Accomplishments

  • Received Best Process Leader award for 2 consecutive quarter during my stint with Loyds process
  • Received Best Support Team award for 2 consecutive year in Sky Sales
  • Received 3 level promotions with FSL from Team leader to Sr Ops Manager

ADDRESS

Permanent : Marian House , Culvem Village, Near Gorai Beach, Borivili West, Mumbai 400 091

Date of Birth

23/05/1980

Timeline

Senior Operations Manager

Firstsource Solutions Limited
2024.01 - Current

Training Manager

Firstsource Solutions Limited
2017.07 - 2024.01

Assistant Manager

Firstsource Solutions Limited
2016.12 - 2017.07

Process Leader

Lloyds Process
2014.05 - 2016.12

Team Leader

Hutchison 3G(Tech Mahindra)
2011.09 - 2014.05

Team Leader

M/s Intelenet Pvt Ltd
2010.01 - 2011.01

Customer Care Manager

M/s Goldshield Pvt Ltd
2003.12 - 2005.09

Telemarketing Executive

M/s Investone, Affiliate of Citibank
2003.01 - 2003.12

Post graduate - Food & Biotechnology

University of Mumbai

TY BSC - undefined

Ramnarayan Ruia College of Arts & Science, Matunga

HSC - undefined

K.J.Somaiya College of Science & Commerce

SSC - undefined

New English High School, Maharashtra Board
Dipali Royce FerreiraSenior Operations Manager