Experience

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  Videocon d2h ( bharat business channel limited )- mumbai

  Apr 2009 - Jul 2016

  Business manager

  • Interact effectively within Senior Management like Director, AVP, Site Managers, Operation Managers & Team Leaders at Vendors place to ensure adherence to stated service levels.• To uphold a positive image of D2H to the 3 party and maintain a cordial relationship for efficient functioning of the Process.• To provide support to the Call Centre team for Recruitment, Training and Development, Quality Monitoring & Certification.• Administer policies and procedures consistent with sound judgment and an element of fairness. Take a lead when on risk management and when crisis situation arise.• Excellent time management and organizational skills• Track batch handover, batch performance and regular health check.• Setting and meeting performance targets for the Call Centre team.• Managing the daily running of the call centre.• Coordinating with supervisors, team leaders, & third parties to gather information and resolve issues.• Monitoring random calls to improve quality minimize errors and track operative performance.• Reviewing the performance of call centre, identifying training needs and planning training sessions• Manpower Planning based on the forecast given by management. Show less

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  Reliance communication

  Jul 2016 - Dec 2018

  Retention head

  • Vendor mers aggressively with LMRT packs (LONG Term retention pack). We ensure our base is not impacted. Pan India our retention % was top with 86%. Rest 40 % – 62 %• We ensure that Service Delivery & Retention vision and mission is met, • We are accountable for results of Retaining customers. • The role is in supporting on-going run the business and business transformation projects within Sales & Service through the provision of ISP (Installer Service Point) based capacity and capability.• Also responsible for Retention Executives performances + Cluster Performance.• Internal total Span count is 28 leads reporting plus 40 executives = 68 on roles with Reliance Communication Ltd. Show less

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  Classic express logistics

  Jan 2019 - Jun 2023

  Vp customer support & growth

  Current Roles & Responsibilities: - VP Operations & Sales Logistics ( From Dec 2018 to Till date )Job Description• Providing coaching, performance evaluations, and corrective actions when needed• First Mile & Mid Mile check & Ensure all pickups are done as per agreed timelines• Last mile: - Real time updates on the delivery status.• Ensure remittance of COD is done to all my clients on agreed time.• Manpower in place to manage the volume.• Develop process improvements, and making decisions for the Operations & Sales team• Creation, review, and analysis of reports (Operations & Sales productivity, quality, scorecard, error trend)• Attend/Facilitate team meetings• Working with management team to identify problems, communicating company policy, procedures and practices• Training review and updates of both Sales & Operations.• Provide appropriate reports for trends/tracking purposes - SLA tracking, error trends, downtime/system errors• Making employment decisions and setting performance standards• Budget requirement, HR needs, and Performance reviews• Manage career progression, succession planning for vital positions. I even handle HR operations, or operational HR services, including administrative services, recruitment, job analysis, and employee relationship management. Show less

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  Cogent e services

  Nov 2022 - Dec 2023

  Deputy general manager operations

  Managing day to day customer support operations of top leading banking sector with 1300 FTE ( Banking process)

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  Digitech call system pvt. ltd.

  Nov 2023 - now

  General manager operations

  20+years Experienced Manager with a demonstrated history of working in customer service industry. Skilled in People Execution Management, Service-Level Agreements (SLA), Customer Relationship Management (CRM), IT Service Management, and Team Building. Worked across Shipping, IT & Telecom industry