Seeking for a dynamic leadership/managerial level position in order to integrate as well as upsurge my knowledge and benefit the organization in all possible ways.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Process Trainer - Training Operations,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
03.2022 - Current
Conducting training and owning OJT of new-hire batches (A total 4 weeks of virtual classroom training and 2 weeks OJT) for international e-commerce website (UK, US, AU, IRE, Canada).
coordinating with client to get the new- hires their login IDs.
Managing attendance of all the trainees on daily basis. Explain goals and expectations required of trainees.
Taking policy training to ensure teammates are able to perform as per the client requirement. Creating knowledge tests and quizzes to evaluate trainee performance. (Microsoft Forms)
Conducting mock chats, email drafting exercises to ensure good grasp on communication skill.
Making ensure that all the new hires get certified in client assessment by ensuring multiple policy refreshers and practical approach.
Evaluate training materials prepared by client and offer actionable suggestions for improvement.
When/if required, taking TNI (Training need Identification) refreshers for the tenure teammates.
Team Coach, Operations Service Delivery,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2020 - 02.2022
Handled a team of 15-20 teammates and supported them throughout the month to achieve their KPI's.
Taken 1 on 1 coaching of every teammates under me to discuss performance every week based on the KPI and random chat audits (CMM scanning).
Managed SLA and interval adherence everyday at shift hour.
Involved in weekly email and telephonic client interactions to receive updates/changes in the policy and discuss the weekly/monthly team performance.
Identified the improvement area and shared best practices across the process for improvement. Supported and implemented up-skill training plans and policy refreshers too if/when needed.
Prepared team performance data every month and stack ranking to drive incentive program.
Senior Chat Representative/Mentor,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2017 - 03.2020
Handled customer queries over chat and email for international e-commerce website (UK, US, AU, IRE, Canada).
Mentored On-Job training (OJT) for new-hire batches [OJT is to ensure that Teammates learned the product and able to perform as per client requirements] and made sure training individuals to effectively handle customer inquiries, provide support, and drive quality through chat and email-based interactions.
Closely monitored my performance each day and having a personal performance file (excel) of performance of everyday work, months and of an year.
Sought new opportunities to learn and grow each day.
Selected for new business line process ramp up with only 5 other teammates, that business line has 200+ seats now.
Shared valuable feedbacks to the leadership, based on the requirements to help and improve the understanding of the policy for all.
Awarded and received client appreciation many times for consistent performance.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Process Specialist,
TTEC Inc. (formerly Motif India InfoTech Pvt. Ltd.)
Ahmedabad
04.2015 - 03.2017
Acting as a Policy and Guideline Expert for UK, US, Australia, Canada & Ireland's biggest online ecommerce website.
Ensuring that any illegal item is actioned if listed on site or regulated items listed within compliance to the policies.
Reviewed items listed on the site to ensure compliance, and sending policy information via email to the members in case of violation.
Identifying the required changes in the policy and getting it updated by the client after discussion with team leader.
Asst. Store Manager - Retail and Walk-in Store,
TTSL (Tata Teleservices Pvt. Ltd.)
Raipur
10.2013 - 01.2015
Handling 6 teammates (including new joiners, if any) of the store and helped them to achieve the sales target shared by the client as well as helping them to assist the walk-in customers for service.
Helped the new joiners to get thorough with the product and tools.
Maintaining the sales data of all the teammates, keeping a record of all inventory (data lines, data cards, SIM's etc.).
Sending a daily, weekly and monthly performance report to the Zonal manager.
Call Center Representative - Inbound Calling Process
Mphasis an HP company
Raipur
04.2010 - 03.2013
Taking domestic inbound calls and handling customers query & complaints related to prepaid connection.
Call Center Representative - Inbound Calling Process
The Adecco Group
Raipur
01.2009 - 02.2010
Taking domestic inbound calls and handling customers query & complaints related to prepaid/postpaid connections.
Education
BBA - Business Management
Pt. Ravishankar Shukla University, Raipur
Raipur
01-2010
Senior Secondary - PCM - Mathematics
Maa Banjari Gurukul Mahavidyalaya, Raipur
Raipur
01-2007
Secondary - All subjects
Saraswati Shishu Mandir, Kantabanji (Orissa)
Odisha
01-2004
Skills
Decision Making
People Management
Performance Improvement
Building Customer Loyalty
Positive Attitude
Schedule Management
Smart Working
Work Oriented
Professional Highlights
14+ years of experience in Customer Service, Fraud Prevention and Retail section.
Dedicatedly serving the current organization for 8+ years.
Trained 150+ new hires for product specific topics and assisted them in their OJT (On-Job training) to help them grow and better understand the policy with practical knowledge in current organization.
Known to exceed the score requirements at difficult situations and helped the overall score getting increased by team performance in current organization.
Worked from Home for last 3 years post lock-down and during this phase, helped the teammates to grow and perform virtually.
Accomplishments
Won client appreciation and award for best trainer 2 times.
Won top team lead/coach award 8 times in entire tenure as team coach.
Won many awards from client and incentives for best individual performance when I was an agent.
Won many awards from client and incentives for best individual performance when I was an agent.
Certification
Completed Team Lead 101 Certification (Six Sigma Certification)
Process Specialist cum Process Owner - Screening Operations at Realpage India Pvt Ltd.Process Specialist cum Process Owner - Screening Operations at Realpage India Pvt Ltd.
Service Support Specialist II / Training Pillar / Inhouse Trainer (Payroll) at ADP PhilippinesService Support Specialist II / Training Pillar / Inhouse Trainer (Payroll) at ADP Philippines
<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group