Kalpana P

Experience

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  ICICI Bank

  Jan 2002 - Jun 2002

  CUSTOMARE CARE EXECUTIVE
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  Getit Infomediary Ltd

  Jun 2002 - Dec 2005

  Senior Telesales Executive
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  Spice Telecom - Bangalore

  Mar 2006 - Jun 2007

  CSA - Operations
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  Dish Outbound Process

  Jun 2007 - Apr 2008

  Team Leader - Operations

  Was sent onsite (NOIDA) to get trained on the product and the process of Dish TV and train the team on the same.Handling a team of 25 executives for Outbound (Dish TV) Process.Supervising the overall floor and maintaining discipline.Initiating corrective disciplinary actions.Responsible for motivating team members on a daily basis.Reporting to the Process Manager on their work progress on a daily basis.Responsible for making daily MIS reports which is sent to the client on a daily basis.In charge of maintaining PDF (Personal Data File), Score Card and updating them on a monthly basis.Achievement:Promoted as a Senior Team Leader in April 2008. Show less

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  Spice BPO

  Jul 2007 - Jul 2011

  ACHIEVEMENT

  Consistently been achieving the required set targets.Been appreciated by the client for the smooth functioning of the process.

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  Spice BPO Services Limited

  Apr 2008 - Jul 2011

  Senior Team Leader - Operations

  Dish Outbound , Idea Inbound & outbound Process.Co-coordinating with clients & building relations interfacing with them to understand their requirements & provide customized services.

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  Talent Univ Solutions India Pvt Ltd

  Nov 2011 - Feb 2014

  Senior Manager ,Operations

  About Talent Univ:Talent Univ is a Talent development company catering to the Learning & Development needs of Enterprises,Corporates and Educational Institutes.Our Solutions include:Corporate Trainings - IT, Non - IT and Soft Skills,Assessment Solution,Content Development,Training Administration Solutions,Employability Enhancement Solutions,Management Development Programs.Website-www.talentuniv.com

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  GRT Consulting LLP

  Mar 2014 - Nov 2014

  Senior Manager Operations

  About GRT Consulting:GRT Consulting focuses in the areas of business process and competency enhancement across industry domains. The Company is founded by highly experienced professionals who have enabled several organizations achieve their business objectives, by leveraging multiple industry frameworks and standards. GRT Consulting facilitates companies achieve their strategic objectives by building on competencies, enhancing organizational maturity, fostering business excellence and improving product/process quality.GRT Consulting Associates come with proven industry expertise in diverse frameworks and standards. These areas include Project, Program and Portfolio Management (P3M), Quality Management and Risk ManagementOur Services include:ConsultingTrainingAudit and AssuranceOnline AssessmentsWebsite- www.grt-consulting.com Show less

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  Labour Net Services India Ltd

  Dec 2014 - Nov 2021

  Senior Program Manager

  1.Responsible for the successful initiation, planning, design, execution, monitoring, controlling and closure of the project and liaise between the organization and clients to ensure smooth delivery of quality services. 2.Play fundamental role in setting up projects / centers by adhering to Organization policy and communication. Ensure the deployment tracking against Targets (mandates) on locations, sites, centres, nos3.Responsible in decision making and control the risk and minimize uncertainty. Interact with support teams on a regular basis to ensure smooth implementation of programs/projects across the centers as per proposed timeline.4.Oversee the delivery alignment with the objectives of the programs planned.5.Define service standards and guidelines to serve as benchmark for excellent service delivery. 6.Monitoring revenue target within proposed timelines by monthly/quarterly/annually and ensuring guideline compliance.7.Planning and P&L monitoring across client/projects with maximum operating margin and map business requirement and coordinate in developing & implementing process in line with per set guidelines and process. Track the budgeted cost for the project, actual cost, variance to make sure the OM% is as per the costing sheet.8.Create & publish Annual Operating Plan (AOP) with respect to each client9.Ensure adherence to timelines with respect to invoicing and monthly billing and sharing to management for projections10.Handle client reviews, Audits, Impact Assessments and Reporting11.Cross Training on various product knowledge 12. Redressal of client escalations within the defined Service Level Agreement Visits and Audits of centres/sites 13.Design Dashboards to measure key quantitative deliverables across projects and the actual performance14.Overall Relationship management and ensuring the continuityAchievements- 2014 Joined as Assistant Manager 2017 promoted Manager- Account Management 2019 Promoted as Senior Program Manager Show less

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  Quess Corp Limited

  Dec 2021 - now

  Project And Process Manager Compliance

  1. Digitisation & Compliance Dashboard-Improvements in the Digitalisation of various modules in Compliance matrix & Tool enablement 2. Tracking of Notices, AEP's , FSSAI's, S&E's ,CLRA Licenses , JD's & Usage in the Tool and ensure they are 100 % Compliant.3. Coordination with Central Compliance & Business Compliance teams for closure of Compliance related projects.4. Setting up Process Flows for Compliance teams 5. Tracking and ensuring Seal Scores non compliance numbers are reduced and %age is on track6.Cleanup & mapping of Designations, Skills Category & Zones as per Minimum Wages Show less