Vipan Deep Singh Chowdhury

Experience

• 

  IBM Global Process Services

  Nov 2002 - Sept 2004

  Associate Ops

  - Providing services to the end-2-end customer service to US Clients.- Various concerns like billing and disputes, activation, roaming and disputes, payment.- Handling disputes and disputes- Activation/ De-activated of accounts.- Handling Escalated.

• 

  HCL Technologies

  Sept 2004 - Jun 2005

  Sr Associcate Ops

  - Providing services to the end-2-end customer service to US Clients.- Provide services to the end customer with various concerns like credit limits, purchases and transactions.- Activation/ De-activated of Credit Cards.- Handling Disputes/ Frauds.

• 

  HERO ITES

  Jun 2005 - Mar 2009

  SME/ Sr Associate Ops

  • Handled a Team of 30 – 45 people as SME.• Monitoring and outlining responsibilities of team members.• Mentoring the team with various Processes Applications.• Monitored Calls of the processes and by guiding the team to deliver the best.• Managing Call Queue in absence of work force and meeting client SLAs.• Training End Users.• Client Coordination.• Handle Real Time Monitoring managing Staffing, Call volumes, MPH, Abandon, Service Level, AHT, breaks etc. for Inbound Campaigns.• Follow set Escalation Metrics guidelines.- Customer Service And Retention DepartmentProviding services to the end customer with various concerns like billing and disputes, and frauds, payment and account disputes de-activated of accounts.Addressing customers concerns at the priority level. Consulting other departments directly to resolve pending issue. Satisfying customers to the fullest and stopping them from cancelling their existing accounts. Retaining customers by offering goodies etc.- US Major Appliances (Customer Service & Semi Tech)- US Major Appliances (Technical Support)Providing support to end customers for their problem regarding at outlets, functioning problem on appliances, proving them services in timely manner, Problems related by Service Centres, Escalation Calls, Taking care of their problem related to Rebates during new purchases, Rebates offered to settle long disputes, Semi Tech support for all home appliances and Complete Tech support for Ref, AMC orders for Appliances; etc.Taking care of Nesting Batches, Escalation Calls, Remote Monitoring, Managing RTM in absence of WFM Show less

• 

  WNS Global Services

  Feb 2010 - now

  - Performed recruiting and consulting services to support the company’s short term and long term objectives.- Served as company representative at campus recruitment events.- Perform Full Life-Cycle of Recruitment (End-2-End Recruitment)- Efficiently reduce Cost Per Hire in bulk hiring mode.- Efficiently source, screen, place and manage highly qualified candidates in a high volume, goal driven environment.- Handled understaffing, disputes and administering disciplinary procedures.- Leading the location with a low cost hiring channel - Employee Referral program.- Successfully Implementing Virtual mode of Employee referral program.- Assisting other location in driving Employee Referral program.- Hiring from various sources like Consultant, Portal, Walk-In, LINK (Employee Referral), and Social Media etc. Show less - Lead the location (All Pune) with Employee referral part of hiring.- Leading the performance as compared to Pan India performance.- Hiring for various domains like BFS, Healthcare, F&A, Insurance, Travel- Getting the right talent for businesses within the budget allocated – at the right pricing.- Hiring from various sources like Vendor partners, Portal, Walk-In, LINK (Employee Referral) and social media.- Managing low cost hiring channels.- Coordinating with various business heads related to their requirements and fulfilling them in TAT.- Mentoring new team members to meet the expectations.- Working with the team members to meet the targets set for deliveries.- Driving Non Vendor contributions by working with the team. Show less

  • Deputy Manager Human Resources Recruitment

    Apr 2019 - now

  • Assistant Manager - Talent Acquisition Group

    May 2017 - Apr 2019

  • Senior Executive Human Resources

    Oct 2015 - Apr 2017

  • Human Resources Executive

    Jun 2013 - Sept 2015

  • Sr Executive Operations

    Feb 2010 - May 2013