Bibin A.

Experience

• 

  Standard Chartered

  Nov 2001 - Aug 2003

  Officer Customer Satisfaction

  # Support point for SCB credit card customers.# Single point of contact, handling general banking queries and managing discrepancies.# Working closely with the support teams to ensure issue resolution and customer satisfaction. # Preparation of reports on a daily basis and meet the set targets. # Training new hires for hands on and providing floor assistance.

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  Dell Technologies

  Oct 2003 - Jun 2004

  Senior Process Associate

  # Process Analyst for the BPO division of Shared services dealing with smb’s. # Involved in the accurate analysis and processing of purchases orders placed by Sales reps so as to facilitate the manufacturing and dispatch of Dell Computers and peripherals world wide . # Participate in the training of new recruits. # Active member of the Fun team and organizing events for the staff . # Preparing reports and analysis of daily metrics

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  HP

  Mar 2005 - Mar 2021

  # Ensure process compliance by channel admins # Define and manage documents required for operations# Identify, validate/propose changes in processes impacting the business# Focal point to translate business needs into operational processes# Study and implement new initiatives (SPrint, DaaS)# Drive Projects (waste elimination, automation etc)# Provide insights in Operational Reviews# Process solutions - Enabling savings# Process improvements - Elimination of NVAs# Program manage projects - S-Print, A3, iMPS, DaaS# Facilitate customer experience projects - B2P Surveys# Support system testing requirements# Cascade process knowledge & create solid process document# Partner with fellow process managers to understand the dynamic process changes and cascade them to Supervisors.# Head the Innovations initiatives# Mentor leads and admins# Propose opportunities for process automation Show less # Internal Asset manager for Careforce CRM (trained by Salesforce ), handling all partner interactions.# Identify application defects /bugs and track the fixes.# Ensure consistent and integrated implementation of service initiatives across segments and business units. # Partner call center on boarding.# Manage day to day technical and tool related issues faced by third party call centers.# BCP/DR management and coordination for worldwide call centers.# Ensure Astro CRM SOX audit compliance by third party contact centers for over 70 call centers (25 partners).# Global Super User (administrator) for application enablement.# Shift planning and Roster management. Show less # Manage the call queue to achieve the Service Level and other metrics forthe Desktop process.# Effective Scheduling of breaks, ensuring login-logout adherence,Coordination with the ASG’s, TL's and Managersto ensure that call handling time (AHT) is in agreed thresholds.# Report and flag-off unusual trends and escalations on critical metrics.# Ensure on-time delivery of reports without errors.# Provide Managers and TL's with vital data that is required for staffing.# Co-ordinate with Transport Dept, Facilities, IT helpdesk and otherdepartments for essential tasks as required. Show less

  • Program Manager

    Apr 2019 - Mar 2021

  • Process and Capabilities Mgmt

    Mar 2017 - Mar 2019

  • Compliance Consultant

    Dec 2014 - Mar 2017

  • Technical Solutions Consultant

    Mar 2010 - Nov 2014

  • Reporting Analyst

    Dec 2006 - Feb 2010

  • Service Level Manager (MoD)

    Dec 2005 - Nov 2006

  • Technical Support Engineer

    Mar 2005 - Nov 2005
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  TELUS International

  Oct 2021 - now

  SEO & Content Creation