Deepak A

Mobile: +91 9986713464 E-Mail: sharkdeepak123@yahoo.co.inSeeking managerial assignments in Process Operations / Quality Management / Customer

Relationship Management / Training and Development with a reputed organisation.Location Preference: Bengaluru

CAREER APERCU

AREAS OF EXPERTISE Process Management Undertaking responsibilities

of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the organization’s end.

Disseminating information to Team Members, organising

Team Huddles & driving the mentoring initiatives to increase knowledge and subsequent productivity.

Operations Management Maintaining high discipline and norm adherence in line with organizational standards, coordinating with su -

periors for cross trainees and innovative suggestions to improve operational efficiency. Developing contingency/ business continuity plans to ensure smooth business operations. Forecasting volumes to achieve the daily, weekly and monthly call forecasts and service levels. Hand on experience in Master data Management, Customer data hub, Enterprise part data management

involved in Data governance, data cleansing, data quality, IDQ, Merging, Add and amend, data research, data mapping and DUNS assignment

Expertise in supply chain management, order management and data management domain which in-clude order creation, order booking, escalation, order fulfilment, RMA, invoicing, customer id creation, data correction etc..

Quality Management Ensuring compliance with internal policies and procedures, external regulations including FSA breaches and

information security standards and quick download of any process changes and maximizing adaptability to changes and learning.

Customer Service Initiating and sustaining efforts for improving customer satisfaction scores through regular relationship calls

& providing regular update on change/new policies to employees. Providing effective resolution to customer queries and improving relationships with the customer by anticip-

ating customer future requirements, thereby ensuring a positive customer experience. Managing implementation of Customer Feedback Mechanisms and higher standards of service.

Man Management / Training & Development Coordinating hiring of team members, identifying and implementing strategies for building team effective-

ness by promoting a spirit of cooperation between team members. Providing floor support to new hires during their OJT (On job training) within the process to build process

knowledge, reduce TAT and also achieve team as well as individual goals. Developing need based training modules for developing multi skilled workforce for cross utilization within

sub processes for optimum efficiency. Hand of experience in Tools like sales force (SFDC), oracle, SAP, BO, RNT, SAS etc.

CAREER CONTOUR

Sales & Fulfillment/Order Management/MDM/SCM, Sep’08 – till date: Infosys BPO Ltd., BangaloreGrowth Path:Assistant Manager/ Senior Process Lead : Julyl’15 – Till Date Team Lead – (Operations) : Jan 2014 – June’15

Significant Highlights

Assistant Manager / Senior Process Lead Ensured adherence to Governance Model, organized audits every month and published report and action if

non-compliant. Yellow Belt Trained from Infosys BPO.

Deployed Performance Scorecard for the engagement to capture engagement objectives.

Yellow Belt Trained Professional with more than 8 years of ex-perience in Process Management, Operations, Client Servicing, Training & Development, Team Management, Process Im-provement, MDM.

Presently associated with Infosys BPO Ltd., Bangalore as As-sistant Manager.

A result-oriented leader with expertise in devising strategies aimed at enhancing overall organizational growth, sustained profitability of operations and improved business performance.

Successfully organized awareness sessions for Team Leaders & Supervisors based on self-assessment frame-work.

Knowledge Management Champion for the engagement:

o Empower employees by making the required knowledge available in least possible time o Facilitate replication of best practices across engagementso Driving engagement KM initiative and ensuring compliance to the KM System for the specific

process and documents exceptions and artifacts such as case studies, best practices etc o Successfully initiated 6 best practices in the engagement which have been uploaded into the

Knowledge Management Portal out of which few have been replicated within other engage-ments

o Encouraging new thinking in the group by actively seeking ideas from the team across work areas and creating opportunities for team to pilot new ideas to completion.

o Organizing Best Practices sharing session with in the engagement thereby ensuring that key learning's are shared, good practices gets reused and replicated across the engagement.

o Leveraging knowledge of processes/work outputs to identify areas of continuous improvements to deliver superior results.

Configuration Management Measure:

o Successfully organized awareness sessions for Configuration Controllers/SPOCs, Team Leads based on the self-assessment framework.

o Ensured all requests for changes are processed properly, provide reports on the status of all CIs and proposed system changes and control all of the baseline items.

o Manage implementation of governance, reporting and escalation process.o Manage implementation of change control management.o Participating in specific internal & external governance activities by adhering to the governance

models applicable at the process level in order to sustain delivery predictabilityo Monitoring and ensuring process compliance and periodically updating process documents (Opera-

tions Manual/ SOP etc...) changes as required as part of the configuration management in order to ensure adherence to defined framework.

o Ensure critical process assets are classified, stored & available for reuse.

Manpower Training SPOC:o Working with Supervisors/leads to identify and establish training and entry-level requirements

for key training positions and implement programs to select and develop training personnel.o Monitor instructor performance to verify training is conducted as outlined in approved training

materials and in a manner that motivates personnel to learn.o Develop and provide client induction training to new joiners.o Insuring that Employees have access to information about training activities via bulletin

boards, staff meetings and circulation of appropriate updates to team training spoc’s.o Consulting with and advises training spocs/agents about training courses, certification exams

and other training or credentials needed to maintain current profileo Answering inquiries and resolving issues for agents concerning training, certifications.o Training/Workshop planning, management and execution of logistics for all training workshops.o Compiling final reports for training programs.o Track participant feedback/performance forms and keep other databases as needed for differ-

ent training programs.

MIS SPOC:o Ensuring that the proper systems/procedures and controls are in place and correctly imple-

mented by employees.o Ensuring that appropriate information is provided at all levels to support effective decision

making, in particular to ensure the timely, accurate and appropriate collection, recording and availability of all learner records and performance data.

o Prepare, maintain, update and continuously improve a periodic portfolio of accurate and timely reports, statistics and performance indicators.

o Review data integrity and ensure data is retained in a legal and safe manner with appropriate and regularly reviewed and tested data protection, disaster recovery/contingency planning, and data redundancy, and that all data and Management Information Systems are secure, ac-curate and not unnecessarily duplicated.

o Procure, develop and maintain all information systems across. o Managing compliance with the engagement’s Health and Safety Policy and Procedures, includ-

ing ensuring that all necessary risk assessments are carried out. o Monitoring Weekly/Monthly/Quarterly dashboards, conducts huddles to prioritize for the day,

weekly SLA Review with the team, provides guidance and support to the team in order to en-sure delivery predictability.

Visual Management SPOC – Ensuring that communication of what is happening in the engagement and organiza-tion is shared with entire engagement in consultation with the COH. This also helps in better dissemination of knowledge and related information across the engagement.

Played a pivotal role in rolling out EWI (Early Warning Indicator).

Motivated the team members against set goals & supported them to assume greater responsibilities.

Discovered opportunities to improve procedure/ process and initiated action to execute these (where ap-propriate) to deliver the highest possible level of customer service with the highest possible efficiency.

Growth Path:

Team Leader – Operations : Jan 2014 – June 2015Specialist : Apr 2011 – Dec 2013Process Executive/Senior PE : Sep 2008 – Mar 2011

Significant Highlights

As Team Leader – Operations

Responsible for the management, organisation and co-ordination of the day to day work of team to deliver the highest standards of services to customers. Ensured the customer services centre is adequately resourced by liais-ing with relevant staff and planning resources effectively.

Supervised a team of 20+ process executives, monitored quality and critical performance metrics set by the cli -ents.

Personally dealt with more complex enquiries, including complaints and member enquiries, in accordance with client set procedure.

Played a pivotal role in transition and execution of two new processes. Maintained effective relationships with service colleagues, key stakeholders, hard to reach groups, the

wider community to ensure the effective delivery of customer services. Ensured that personal targets of team members and deadlines are met by conducting performance apprais-

als for the team, identifying weaknesses and offering coaching and mentoring in areas that require it. Have always ensured that excellent performance is acknowledged and reasons for success are shared

amongst the team to the benefit of all. Efficiently brought down the attrition below 10%. Undertaking customer surveys, consultation, exit surveys and elicit feedback on services in order to im-

prove service delivery. Motivated, developed, coached, trained, inducted and formally appraised employees to set performance

standards recognise achievement and deal with performance issues. Participated in all relevant training as required. Responsible for the recruitment and selection of employees. Dealt with any discipline and grievance issues

in accordance with set HR policies and procedures. Have been able to seek out and disseminate best practice in order to effectively deal with diverse, complex

and highly sensitive situations. Have always been able to communicate and be the focal point for the dissemination of information from

management to the team and vice versa. Have ensured that knowledge management and data capture processes are adhered to by Support Man-

agers, in order to issue reports and reuse existing information efficiently.

As Specialist/ Team Co-ordinator

Clarifying purpose and helping the team identify goals Ensuring that all team functions are assigned to various team members. Handling escalation calls of customers. Performing call monitoring on a daily basis and providing feedbacks to associates. Scheduling, arranging and conducting team meetings. Preparing and distributing agenda before the meeting and ensuring that agenda is followed during the

meeting. Encouraging everyone to participate throughout the discussion. Summarizing and organizing the ideas discussed to gain commitment (with help of recorder). Identifying common topics or subjects in discussion to maintain direction of discussion. Asking questions to clarify comments and restates if members are confused. Encouraging team to finish each agenda item before moving on to the next. Encouraging the integration of new members.

As Process Executive

Established coordination with the clients and actively participated in customer feedback. Possesses sound knowledge of the process & ability to recognize the loop holes and bring out new plans to -

wards process enhancement.

ACADEMIA

Master of Business Administration – Specialization in Finance

PGDBA Bachelor of Commerce

IT SKILLS

Well versed with MS Office and Internet Applications.

PERSONAL DOSSIERDate of Birth : Oct 1986Languages Known : English, KannadaMarital Status : Married

Address : Mathikere, Bangalore-54

I hereby declare that all the statements made above are true and complete to the best of my knowledge & belief.