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Name: Chloe
E-mail: chloeXXXXXXXX@gmail.com
Cell No.: 020XXXXXXXX

Career Objective

Seeking a challenging position which provides me managerial assignments in the areas of Operations Management / Team Management with an organization of high reputation.

Career Summary

  • Over 3 years of experience in the areas of Process Management, Operations and Team Management.
  • An out-of-the-box thinker with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives and profitability norms.
  • A strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams that can conquer any obstacles.
  • Adeptness in providing guidance and leadership to staff in accordance with specified program objectives.
  • Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for developing business continuity plans, procedures and service standards for business excellence.

Key Responsibilities Handled

  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Managing and handling relationship with the major corporate clients & ensuring MIS Reporting.
  • Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.
  • Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
  • Tracking performances of the team members and suggesting areas of improvements, facilitating & imparting training and monitoring the improvements on a continuous basis.
  • Maintaining & ensuring stringent adherence to quality standards, identifying gaps and opportunities.
  • Realizing process improvements, applying different six sigma tools & techniques in different business processes to enhance productivity & profitability.
  • Mapping business requirements and coordinating the development and implementation of processes in line with the pre-set guidelines, spearheading process transition initiatives.
  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Handling on-boarding calls for enhancing the service delivery.

Achievements

  • Turned the clinics the most profitable Pan India at a monthly revenue of 4 Crores INR
  • Performance Award from Regional Business Head – South
  • Efficiently headed the implementation of 8282 inbound sales team.
  • Successfully headed the training program for one of the major BPO service providers.
  • Managed a team of 20 people consisting of sales professionals, voice and accent trainers, and support staff for delivering the project on time.

Project

Project Title: Cross Sales
Client: XXX Teleservices Ltd.
Role: Project Leader
Team Size: 5

Role Description:
  • Analyze and implement six sigma tools. Manage the entire team and act as a mentor on the process gaps and corrections.
Project Details:
  • As a telecommunication major, WER Teleservices operated in CDMA and GSM domains.
  • In all for south India alone, there were 17 support centers catering to inbound, outbound, data, retail, prepaid, postpaid, HSIA, BB and International Customers.

Employers

  • Working as Head – Operations in XXX services from Nov 10 – Present.
  • Worked as Assistant Manager – BPO Operations and Process Excellence in XXX Solutions from Dec 09 – Oct 11.
  • Worked as Assistant Manager – Operations in XXX Solutions from Apr 07 – Dec 09.
  • Worked as Business Development Manager in XXX Pvt. Ltd. from Jan 2004 – March 2007.

Academia

  • Executive MBA from XXX Open University.
  • P.G Diploma in Operations Management.
  • M.Sc. (Biotechnology)
  • B.Sc. (Biotechnology)

Personal Details

  • Date of Birth: 5/11/1987
  • Languages Known: English, Spanish, French, Chinese
  • Address: XXXX