Roshni Kotian
Manager-Process Transition,Training & Quality
Mumbai
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Manager-Process Transition
DHL SUPPLY CHAIN INDIA PVT LTD
Mumbai
03.2014 - Current
- To provide seamless interface with integration team, Operations team, and others as needed to provide timely and accurate service to customer. Establish partnerships with internal stakeholders to identify opportunities to enhance existing processes.
- Prepare and present reports and management information relating to performance, budgets and any other aspect of teams work to respective cluster head / senior management
- Plan Wow customer experience and ensure efficient execution through all stages of customer's life cycle, such as relationship call.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Generated new business with marketing initiatives and strategic plans.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
Assistant Manager
EFFORT BPO PVT LTD
Mumbai
11.2011 - 02.2014
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed quality employees within call center to take over leadership positions.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Led daily team meetings to review performance, set targets and motivate staff.
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced operational risks while organizing data to forecast performance trends.
Assistant Manager
MASTERMIND SERVICES BPO INDIA PVT LTD
Mumbai
01.2009 - 10.2011
- Assisted in recruiting, hiring and training of 35 team members.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Mitigated business risks by working closely with staff members and assessing performance.
Team Coach
ICICI BANK PVT LTD
Mumbai
06.2007 - 12.2008
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Proven ability to learn quickly and adapt to new situations.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Gained strong leadership skills by managing projects from start to finish.
- Hired, coached and trained 15 new employees
Education
Bachelor of Arts - Economics
Mumbai University
Mumbai 02.2003 - 04.2005
Skills
Budgeting and reporting
undefinedTimeline
Manager-Process Transition
DHL SUPPLY CHAIN INDIA PVT LTD
03.2014 - Current
Assistant Manager
EFFORT BPO PVT LTD
11.2011 - 02.2014
Assistant Manager
MASTERMIND SERVICES BPO INDIA PVT LTD
01.2009 - 10.2011
Team Coach
ICICI BANK PVT LTD
06.2007 - 12.2008
Bachelor of Arts - Economics
Mumbai University
02.2003 - 04.2005
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