Dorthy Dcruz
Pune
Summary
Accomplished in elevating operational efficiency and quality control at Conneqt Business Solutions Limited, I leverage expertise in process improvement and team leadership. My tenure has been marked by pioneering cross-functional collaboration and enhancing regulatory compliance, significantly boosting team productivity and operational standards. Skilled in audit management and strategic planning, I excel in driving performance and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Senior Manager - Quality
Conneqt Business Solutions Limited
08.2023 - Current
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Experience in managing Quality function for Retail, Emerging & Healthcare domain
- Develop and implement quality control processes, procedures, and policies to ensure that products or services meet or exceed customer expectations
- Monitor and analyze data related to quality control processes, identifying trends, and making recommendations for improvement
- Lead and manage a team of quality control personnel, providing guidance, coaching, and support as needed
- Communicate with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives
- Perform audits of quality control processes, identifying areas for improvement and making recommendations for corrective action
- Manage and maintain quality control documentation, ensuring that all necessary records and reports are accurate and up-to-date
- Train team members on quality control processes, procedures, and policies, ensuring that they have the knowledge and skills necessary to perform their jobs effectively
- Participate in cross-functional teams to develop and implement new products or services, ensuring that quality control processes are integrated into the development process
- Stay up-to-date with industry trends and best practices related to quality control, sharing knowledge and insights with team members and stakeholders
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Senior Manager Operations
Conneqt Business Solutions Limited
04.2022 - 07.2023
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Experience in managing leading Retail E commerce Customer Support
- Managing Inbound, Chat, Back Office, Email, Social Media
- Conducting weekly/month and quarterly reviews to assess quality, timeliness and compliance of deliveries
- Provided strong leadership to enhance team productivity and morale
- Implemented and developed operational standards, policies and procedures
- Developed proposals and presentations for internal and external audiences
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Operations Manager
Conneqt Business Solutions Limited
04.2018 - 03.2022
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Experienced in Managing leading Retail E commerce Customer Support/Seller Support
- Managing Inbound, Outbound, Email, Social Media, Sales Process
- Experience in managing Online Payment Solutions Process – Inbound, Outbound, Email
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Created, managed, and executed business plan and Projects streamlining non-performing processes
- Improved productivity while reducing staffing and operational costs, maintain tight cost controls and maximize business operational efficiency
- Actively Managing Audit Compliance for internal & External stakeholders
- Managing inventory and cost compliance
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Deputy Manager Operations
Conneqt Business Solutions Limited
09.2014 - 03.2018
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Diverse experience in managing: B2B enterprise collections for leading major brand for India/APAC and ROW
- Managed Retail, Utility & Government accounts – For Leading Brands
- Conducting weekly/month and quarterly reviews to assess quality, timeliness, and compliance of deliveries, maintain cost controls and maximize business operational efficiency
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Develop targeted improvements and implement changes resulting in enhancing profitability
- Supported regulatory compliance by overseeing all audits to verify protocol adherence
- Active member of “Ethics Committee” for Pune location
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Team Manager Operations
Conneqt Business Solutions Limited
06.2011 - 08.2014
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- LOB Head for PAN India Sales for leading D2H service Provider - ARPU
- Lead the 1st Technical Sales Process Transition @Pune Location
- Lead Sales Team for “West” for Media Vertical
- Managed Escalation & Elite Customer base for Media Vertical
- Providing inputs to the planning teams on upcoming event and campaigns to maintain staffing as per call arrival pattern According to the forecast
- Mentoring and guiding teams in preparing and sharing process improvement plan
- Complete ownership on People Development, Attrition Management and maintaining overall CSAT above target
- Managing clients from varied sectors on various operational parameters including CSAT and Sales
- Conducting weekly/month and quarterly reviews to assess quality, timeliness and compliance of deliveries
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Sr. Team Lead Operations
Conneqt Business Solutions Limited
04.2010 - 05.2011
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Spearheaded Back Office/Retention for West Location
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Team Lead
Conneqt Business Solutions Limited
11.2008 - 03.2010
- Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
- Managed Technical & Customer Service Desk
- Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Customer Care Executive/Sr.Customer Care Executive
Pagepoint Services PVT LTD
07.2006 - 10.2008
- Handling Customer queries/disputes/request for the below mentioned LOB
- Escalation & VVIP Desk
- Technical Support
- Customer Service
Part Time Customer Care
Pagepoint Services PVT LTD
03.2005 - 02.2006
- Worked as Part Time Customer Care for Leading Telecom Service Provider
Education
BA - Economics
Pune University
Skills
- Quality control
- Process improvement
- Team leadership
- Regulatory compliance
- Customer service
- Performance evaluation
- Operational efficiency
- Cross-functional collaboration
- Audit management
- Operations management
- Talent development
- Strategic planning
- Complex Problem-solving
- Cross-functional team leadership
Personal Information
- Date of Birth: 12/02/85
- Marital Status: Married
Languages
- English
- Hindi
- Marathi
- Tamil
Notable Accomplishments
- Received 'Xtra Miler Award' for Managing Transition of Escalation & Back Office
- Received Best Performer Award for CHURN Management
- Rewarded with the Sales Champ Award-Team Manager by CEO & MD Media Vertical
- Achieved Highest Collection record for the Financial Year 2016-17 for B2B Collections Domestic & International for Telecom Client
- Successfully managed Transition for various Projects (Escalation, Back Office, Churn, OB Campaigns, PAN India Collections, E Commerce Projects, Payment Platform projects)
- Client Appreciation for Managing EOSS efficiently for E Commerce (2018-19)
- Client Appreciation for Outperforming in E Commerce across other partner’s. (2019-20)
- Client Appreciation for consistently achieving 90% CSAT (2024-25) for reputed and leading Real Estate brand
Professional Enhancements
- Undergone the following Trainings
- On-TRAC Workshop.
- Gold Standard Customer Service
- Green Belt
Timeline
Senior Manager - Quality
Conneqt Business Solutions Limited
08.2023 - Current
Senior Manager Operations
Conneqt Business Solutions Limited
04.2022 - 07.2023
Operations Manager
Conneqt Business Solutions Limited
04.2018 - 03.2022
Deputy Manager Operations
Conneqt Business Solutions Limited
09.2014 - 03.2018
Team Manager Operations
Conneqt Business Solutions Limited
06.2011 - 08.2014
Sr. Team Lead Operations
Conneqt Business Solutions Limited
04.2010 - 05.2011
Team Lead
Conneqt Business Solutions Limited
11.2008 - 03.2010
Customer Care Executive/Sr.Customer Care Executive
Pagepoint Services PVT LTD
07.2006 - 10.2008
Part Time Customer Care
Pagepoint Services PVT LTD
03.2005 - 02.2006
BA - Economics
Pune University
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