Peter Andrew
Manager
Summary
Dynamic and results-driven professional seeking a challenging position within a heterogeneous network environment, dedicated to leveraging skills and expertise to contribute effectively to organizational success. Committed to continuous learning and improvement, with a strong desire to become an invaluable asset in any role. Proven ability to adapt and thrive in fast-paced settings, ensuring contributions align with the organization's strategic goals. Eager to utilize technical knowledge and problem-solving abilities to drive innovation and enhance operational efficiency.
Overview
16
16
years of professional experience
Work History
Manager – Retention
Shaw Academy Pvt Ltd
09.2020 - 09.2022
- Handled Retention SME’s, Quality team and retention agents
- Responsible for maintaining Revenue target of above 93%
- Prepare robust reports on Excel for the entire company
- Responsible for dispute management and subsequent reports
- Prepared automations to unify and enhance the process to ensure work is carried out in a timely manner
- Handled sales team where agents had to upsell subscriptions based on customer’s needs
- Responsible for Quality team’s performance with respect to audits, RCA’s and calibrations.
Team Manager
Alorica India PVT LTD
05.2019 - 03.2020
- Managed 7 LOB's (International US voice and non-voice)
- Handled 80 FTE’s for both voice and non-voice.
- Scheduling roster or all LOB’s
- Creating reports for quality, attendance, performance, incentives
- Client escalations
- Preparing and presenting data for QBR and MBR for internal and client meetings
- Taking OPS's round for new hire
- Creating automation excel sheets for scheduling as per forecast and daily attendance (Pivot sheets with vlook, hlook, Slicer and other formulas)
- Dashboards, CSAT Analysis, AHT, QA inventory, RCA on defects and POA
- Powerpoint presentation on Weekly production, creation of SOP’s and SOW.
Team Leader
Aegis Limited
12.2016 - 05.2019
- Managing the Team’s total performance such as..
- Average handling time
- Login hours
- Net Promoter score
- Handling escalations and manager calls
- Shrinkage
- Attrition
- Support in terms of process
- Audit calls and share feedback.
- Train agents on interpersonal and communication skills
- Conduct briefings based on process and customer experience.
- Responsible for creating and maintaining CSAT Excel Scores with Analysis.
Sr. Technical Support / SME / Trainer/ Escalation Desk
Sutherland Global Services
03.2011 - 01.2016
- Sr. Technical Support : Worked for AT&T (Tech Process) Was taking chats with US customers and was responsible for resolving all technical related queries that involved system, email, internet speed, IP TV related issues, IP phone related issues and diagnosis, billing related questions.
- Subject Matter Expert: Was handling a team of 15 agents for the same AT&T process, supported them, took necessary process training and coached team agents based on their performance.
- Trainer: Was a process trainer for Connectech process. Took classroom training on AT&T process and handled that team as an SME for 3 months after hitting production floor.
- Escalation Desk: Was an escalation desk agent handling escalation/manager calls concerning AT&T and handled a team of call back agents, was responsible for assigning cases and sending day on day reports based on their reachability and resolution rate.
- Proficient in Ms word, excel and powerpoint.
BDM
Pixlope Technologies Pvt Ltd
02.2007 - 03.2008
- Business Development Executive: Was responsible for calling clients mainly the CEO and decision makers for the company and promote graphical designing services and maintaining Client relationship.
- Business Development Manager / Client retention: Was promoted to business development manager/retention manager after 6 months. Was responsible for handling business development team and to bring about growth in the agents and bring revenue to the company. Was also responsible for retaining clients based on their requirements.
Education
BA - Economics
Sikkim Manipal University
XII - undefined
St. Vincent Matriculation Higher Secondary School
S.S.L.C - undefined
St. Vincent Matriculation Higher Secondary School
Skills
Team Management
Timeline
Manager – Retention
Shaw Academy Pvt Ltd
09.2020 - 09.2022
Team Manager
Alorica India PVT LTD
05.2019 - 03.2020
Team Leader
Aegis Limited
12.2016 - 05.2019
Sr. Technical Support / SME / Trainer/ Escalation Desk
Sutherland Global Services
03.2011 - 01.2016
BDM
Pixlope Technologies Pvt Ltd
02.2007 - 03.2008
XII - undefined
St. Vincent Matriculation Higher Secondary School
S.S.L.C - undefined
St. Vincent Matriculation Higher Secondary School
BA - Economics
Sikkim Manipal University