TANUSREE KAUL
Indirapuram
Summary
Positive, dedicated, result driven Senior Manager with over 20+ years of experience in overseeing operations within the BPO industry. Proven track record of optimizing processes, improving efficiency, and delivering exceptional client satisfaction and business retention. Skilled in team leadership, strategic planning, and performance management to achieve organizational goals. Proficient in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery/Process Targets / Quality Compliance. Take pride in effectively combining corporate objectives and values with personal and professional goals and work ethics.
Overview
28
28
years of professional experience
Work History
Sr. Operations Manager
i-energizer
Noida
07.2012 - 03.2024
- Spearheading operations with a team of Agents, Team Leaders, Assistant Managers and Managers for excelling business targets & operational metrics
- To ensure that all contractual obligations agreed with clients are met from a Service Delivery perspective
- Mentoring team members towards achievements of their professional and personal goals
- Identifying root cause of errors and implementing process improvements as preventive measures when necessary
- Working on action plans to fix the areas of weaknesses
- Continuously drive and improve efficiency metrics like productivity and Quality
- Provide guidance and motivate staff to achieve quality productivity through assessment mechanism and incentive scheme to recognize performance (R&Rs)
- Build staff quality by improving the support capabilities through increasing job related knowledge and sharpening of core competencies
- Focus on meeting the client deliverables
- To get an update on team's performance and take appropriate measures to ensure that the team's performance is meeting the client expectations
- To act as a SPOC for all day to day client communications and escalations
- Fostering a positive working relationship between the Company and Client
- Responsible for meeting Process DMOQs
- Planning and chalking of the Daily Targets
- Key Focus is on creating, nurturing and sustaining a service excellence culture in order to meet the Customer satisfaction measures set from time to time
- Sending Quality people in Training & Quality from Operations for smooth transitioning
- Helping Recruitment Team in getting sound manpower
- To manage the day-to-day planning and execution to meet the required service level for all the clients
- To manage end to end operations as well as all support functions including IT
- Responsible for client interaction and discussing process specific issues
- Maintaining QA standards according to Client Targets
- Documenting all issues and trouble shooting procedures for future reference
- Career planning & Appraisals for Agents, TLs and Assistant Managers
- SPOC for MBR, QBR and Annual Review with Clients and Senior Management
Customer Care Manager
Letsbuy.com
02.2009 - 06.2012
- Setting up and operating Pan India Captive Sales and Customer Care Contact Center for Letsbuy.com
- Designing, defining and implementing sales and service process in a captive e-commerce environment
- Optimizing online feedback channels like face book, twitter and other online escalations platforms
- Meeting and exceeding sales targets across multiple channels like B2C, B2B etc
- Setting up Pan India Captive Support Center
- Define strategies for multiple support touch point for customers - Mobile App, Social Media, Cloud etc
- Define strategies to manage Social Media platform like FB, Twitter and Online Grievance Portals
- Managing teams supporting customers through Voice, E-mail, Web
- 27% quarter on quarter improvement on upselling process
- Benchmarking customer support deliverable with other players in the market
- Interact and evaluate external vendors for performance, focusing critical operational metrics
- Create robust support architecture to ensure smooth flow of customer grievance till resolution
- Understand seller behavior and trends to keep the business active
- Driving cost to call project to achieve ROI
- Highest NPS score of 57% achieved during 2011-12
- Customer retention achieved at 42%
- Devising Customer Satisfaction Improvement Plans
- Manage teams involved in investigating, evaluating, and settling complaints of the customers
- Directing and coordinating customer service programs and activities
- Up-scaling Customer Care Teams with increased product portfolio
- Developing people and managing churn within reasonable limits
AM - Operations
Mphasis
10.2005 - 01.2009
- Company Overview: an EDS Company
- Managing team up to 22 Agents and 8 UM's to meet the process and operational deliverables
- Interacting with Support functions for staffing and scheduling requirements
- Managing inbound & upselling process providing 24
- 7 supports
- Managing and monitoring the performance of teams
- Maintaining shift statistics to ensure efficiency in process operations and meeting of individual and group targets
- Determining training needs of employees conducting suitable training programs to enhance their operational efficiency leading to increase productivity
- Managing Ums and Agents and work towards process excellence
- Lead, direct and manage inbound site operations to ensure that the operations staff executes service agreements above set customer standards
- Utilize superior communication skills to motivate staff and develop effective working relationships with peers, executives and clients
- Personally coach, train and mentor direct subordinates and provided career development opportunities through training and quality management activities
- To make necessary changes in staffing based on forecast data and other anticipated events
- Analysis of different Operational Reports of Agents & Ums and preparing action plan thereof
- Direct Client Interaction, correspondences with clients and its customers
- Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same
- Completion of Appraisals on time for the entire team and process
- SPOC for COPC certification
- Identifying root cause of errors and implementing process improvements as preventive measures when necessary
- Working on action plans to fix the areas of weaknesses
- Continuously drive and improve efficiency metrics like productivity and Quality
- Sending Quality people in Training & Quality from Operations for smooth transitioning
- Helping Recruitment Team in getting sound manpower
- Develop and maintain all process related reports
- Maintaining floor discipline and ensure adherence to timelines
- To manage end to end operations as well as all support functions including IT
- Responsible for Knowledge Management and facilitating Product Training for new agents
- Documenting all issues and trouble shooting procedures for future reference
- Career planning & Appraisals for Agents, Unit Managers
- An EDS Company
Team Leader
Vanguard International Pvt. Ltd
03.2004 - 10.2005
- Working for a Sales Campaign
- Verifying the authencity of callers
- Taking escalated calls
- Barging calls for Agent Quality improvement
- Coaching the agents on topics identified
- Conducting process training as and when required
- Taking daily briefing session (Pre and Post shift)
- Reporting to Manager (Ops) regarding daily performance of the team
- Handling and mentoring the agents
- Floor Transitioning and OJT supervision
- Defining daily targets for the agents
- Preparation of Monthly Reports
- Doing first level appraisals
- Monitoring Agent utilization
- Maintaining daily operations report (Login, Attendance)
- Maintaining daily Targets
Sr. CCS
IBM Daksh.
12.2001 - 02.2004
- Handling Customers requests through voice & back office to swap the desired plans
- Monitoring Agent calls
- Resolving escalated issues
- Drafting Productivity, Quality, SLA Reports
- Providing support to the other Agents in the team in resolving the issue of the customer with the updated information
- Coaching and counseling to guide and direct the team within changing environment and to achieve the goal in the stipulated time frame
- Assisting the Team Leader in the smooth functioning of the process
- Monitoring the quality scores of the Team and motivating the Team for higher percentage of customer satisfaction and quality scores
- Maintaining a point of contact between our Agents and the Product Team regarding the updates in the process flow
- Calibration with Clients in absence of Team Leader
CSE
Telecom Finance India Ltd.
01.2000 - 11.2001
- Trouble shooting customer complaints through online email regarding Microsoft Internet Access and Microsoft Network Explorer Version 1&2
Executive - EDP & Stats Deptt.
Society of Indian Automobile Manufacturers
06.1996 - 12.1999
- Preparation of monthly sales & production report, distribution of reports to Members
- Office administration, coordinating with the Members, handling all office correspondence, handling queries of Members
Education
B.Com - Financial Accounting
Raisina Sr. Sec. School
Mandir Marg, New Delhi06-1996
Skills
- Operations Management
- Process Management
- Team Leadership & Development
- Process Improvement & Optimization
- Client Relationship Management
- Strategic Planning and Execution
- Budgeting & Cost Control
- Quality Assurance & Compliance
- Cross - Functional Collaboration
- Strategic Planning
- Performance Metrics Analysis
- Customer Retention
- Revenue Generation
Accomplishments
- Got the 'Best UM Award' consecutively for 3 Quarters in the year 2006
- Got the 'Best CCS Award' from IBM Daksh for the Year 2002
- Got the "Best Quality Performer Award" from the client.
- Got "A+" Grade in "International Call Center Skills" Program from British Council, Delhi
- Got the 'Commendation Award for Enterprise' from Society of Indian Automobile Manufacturers (SIAM) Lodhi Road, New Delhi
- Got various trophies and certificates in school and colleges for Recitation Competition
Vocationalcredentials
- One Year Programming in Computer from Kurukshetra Computer College (KCC).
- Desk Top Publishing (DTP) from Priyadarshini Computer Institute.
- Diploma in Ms Office from Priyadarshini Computer Institute.
- Call Centre Skills & Training from British Council, C.P., New Delhi.
Personal Information
- Date of Birth: 12/04/77
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
English, Hindi, Bengali
Training
- E-Com - Effective Communication and Accent Neutralization Training.
- Advanced Excel Training
- Corporate Grooming & Business Communications / Writing
- Business Etiquette
- Leadership Training
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Advanced (C1)
C1
Affiliations
- Likes Cooking
- Likes Recitation
- Likes Socializing
- Attached with different NGO
Timeline
Sr. Operations Manager
i-energizer
07.2012 - 03.2024
Customer Care Manager
Letsbuy.com
02.2009 - 06.2012
AM - Operations
Mphasis
10.2005 - 01.2009
Team Leader
Vanguard International Pvt. Ltd
03.2004 - 10.2005
Sr. CCS
IBM Daksh.
12.2001 - 02.2004
CSE
Telecom Finance India Ltd.
01.2000 - 11.2001
Executive - EDP & Stats Deptt.
Society of Indian Automobile Manufacturers
06.1996 - 12.1999
B.Com - Financial Accounting
Raisina Sr. Sec. School
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