operation manager Resume
WORK EXPERIENCE ( years):
Organization: Aircel (Maxis)
Designation: Call center In-charge.
Duration: January to till date
Roles & Responsibilities:
o Managing the total Inbound & Outbound Activities of the Call Center.
o MIS generation and the total management of the Inbound and Outbound Operations.
o Co-ordination with the cross functions for the flawless operations of the call center.
o Single point of contact with the sales team for the leads which gets generated from the call center.
o Taking care of the monthly billing and presentation.
Organization: Microwave Communication Ltd. (BPO of Airtel).
Designation: Assistant Manager
Duration: March to December
Roles & Responsibilities:
o Constantly monitor to ensure meeting of Critical to Quality parameters
o Solving the problems of the customers that are not resolved by my team.
o Giving timely update to CSRs/Team leaders.
o Monitoring the call quality of the CSRs through regular call barging.
o Managing the daily report system (MIS).
o Team Management, Time Management, Goal Setting, Execution.
o Queue Monitoring ,floor walking ,Team Briefing
o Call Monitoring to ensure Compliance and Authenticity of call.
o Monitor Customer Satisfaction and FTR.
o Single Point of Contact for any Training
o Updating Leave cards and Handling all HR related Issues.
o Providing inputs to Management Team based on customer feedback.
o Analysis and action plan for outliers identified on AHT, quality and productivity metrics
o Maintaining service level and Abandon rate
Organization: Reliance Telecom, Bhubaneswar.
Designation: Senior Customer Care Executive
Duration: July to January
Roles & Responsibilities:
o Handling inbound calls including queries, complaints & requests.
o Ensure New agents are trained on all Process related aspects
o Call Monitoring to ensure Compliance and Authenticity of call.
o Monitor Customer Satisfaction and FTR.
o Single Point of Contact for any Training
Organization: Xavier School, Bhubaneswar.
Designation: Teacher
Duration: August to June
Roles & Responsibilities:
o Teaching (English/Computer).
EDUCATIONAL QUALIFICATION:
o Pursuing MBA in Arya school of Mgt and Information Technology under Sikkim Manipal University
o M.A. in Public Administration from Utkal University, Orissa ( – )
o B.Com from S.C.S College, Puri; Utkal University, Orissa ( – )
o H.S.E from Ravenshaw College, Cuttack.()
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COMPUTER PROFICIENCY:
o Diploma in Business Communication from APTECH Computer Education, Bhubaneswar.
SKILLS &ABILITIES
o Excellent customer service/ support skills, ability to work well under pressure.
o Computer Knowledge ,Analytical Skills ,Customer Focus
o Excellent Communication skills, both written , oral & expertise in quality systems
o Strong communication and client management skills
o Create a culture that promotes performance, transparency and participation
PERSONAL PROFILE:
o Date of birth th May .
o Sex Female.
o Marital Status Married.
o Mother Tongue Oriya.
o Nationality Indian.
o Languages Known Oriya, Hindi and English.
DECLARATION:
I hereby declared that all the information given above is true to the best of knowledge and belief.
