Bipin Prajapati

Experience

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  AEGIS BPO SERVICES GURGAON PVT LTD

  Apr 2008 - Nov 2009

  AIRTEL Sr.Associate

  Process OverviewAs a part of the inbound calling process for a telecom company, we handle all queries and complaints related to product.Job ProfileAs a GPRS KNE my profile included managing the team members assigned in terms of production, coaching and preparing them for enhanced roles and responsibilities. I addition I also handle the MIS reporting for the process. I was responsible to handle all escalated calls regarding problems in GPRS services. Primary Responsibility: Coordinated day-to-day office operations while reporting directly to manager of UP west Airtel Prepaid Process Responsible to handle escalation calls of Airtel GPRS Users and to provide on call resolutions. Tracked the progress and share with team members on daily basis Providing Floor Support to the New Executives Solving the Queries of the Executives regarding product Show less

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  Metlife GOSC

  Dec 2009 - now

  Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and addressed. Producing accurate reports on team performance for Assistant Manager and Unit Manager. Assisting my assistant manager in terms of managing a team of 42 Associates. Preparing MIS reports which roll into daily, weekly and monthly dashboards for process, BA Scorecard, Monthly metric snapshot and MPR. Create monthly performance scorecards for associates based on multiple parameters including regression and points based methodology for ranking process associates. Motivating the team to achieve high standards and all key & Critical metrics Mentoring and training up junior and new staff  Monitoring & reporting on standards & performance targets. Praise team members and creates a positive working environment. Ensuring all administrative and IT/Transport records are entered and updated correctly. Providing prompt and accurate information on individual performance. To identify trends and root causes of process defects and provide and implements solutions for the same. Preparing daily workloads for staff & coordinating the daily allocation of work/Taking care of queue management & Leave management. Handling client enquiries and escalations. Show less  Associated with Claims Indexing team of P&C. Consistent performer got many R&R awards. Track record of delivering results with deadlines.Responsibilities as A Back Up process trainer Creating Training plans, procedures, training calendars and methodologies for all training requirements in the process. Design and updated manuals for new and existing processes post which the same are sent for LOB approvals. Train new associates on new queues and processes in events of ramp up in process. Provide refresher trainings to associates on a need basis.  Responsible for taking care of assessments and Monthly SKT’s, Making Process SOPs.etc Show less

  • Virtual Resource Manager

    Oct 2012 - now

  • Sr.Insurance associate / Process Trainer Backup

    Dec 2009 - Oct 2012