Arun Kumar Rattan

Experience

• 

  InfoTech Pvt. Limited

  Apr 2003 - Jan 2007

  Franchise Coordinator Reporting: Director

  Key areas: Customer Handling, Counseling, Recruitment, TrainingPROFILE:Monitoring & Tracking the Quality performance for team in different centers, Sales & marketing staff, Collection/Retention center and all customers.Customer Satisfaction. Constant Improvement in Customer Service. Plan, manage, co-ordinate and ensure proper implementation of Customer Services modules to drive customer satisfaction.Service Quality Compliance & Audit Scores- Monitoring Quality & Compliance through Random mystery audits on process adherence.Identifying training needs & conducting developing/conducting Training programmes/modules covering product-process, Systems and behavioral.Batch coordination and batch launch responsibilityEnsure that all established systems and practices are well maintained throughout the shift.Daily interaction with subject matter expert to ensure proper coordination. Show less

• 

  J&K College, Jammu

  Apr 2005 - Feb 2007

  Business Coordinator

  Marketing and franchise Management. Single point of contact for all franchise related task....(New franchise, Support & Service to Old Franchise, Complaints & Query, Marketing, Student Queries.

• 

  GENPACT LLC

  Feb 2007 - Dec 2009

  Ensure Internal Service Level Agreements (SLAs) for the processes are met as agreed upon. Identify causes for non-achievement of SLAs, develop solutions and execute the same.Monitoring the Quality service of customer care of the entire Process. Responsible for Query and Complaint Resolution Cell and ensure customer delight by quality of complaint and query handling. Co-ordination for smooth functioning, work closely with all department within the organization. Generation of Daily Root Cause Analysis Report of Complaints & Requests to lower the % of complaints and improve SLA with Quality Assurance. SLA, TAT & preparing flowchart, Planning & Organizing Visual Stream Mapping with Seniors and Black Belt for continuous improvement.Prepare & Share of VIC and R&R with seniors and team members.Creating and maintaining reports in Excel that allows the company to get information on daily business activities.Managing and develop business requirements for Quality monitoring systems & Dashboards to report minute by minute progress. Monitoring Shrinkage of the shop and Reporting to VP, AVP, Managers for proper resource utilizationAnalyse performance to identify opportunities for improvement & Proactive analysis of various scenarios related to the business and Reporting.Documenting, analyzing & discussing pre training and post training reports with senior trainer/Process Incharge.Making review presentation on training activities completed and the way forward.Training Session taken on MS-Excel 2003 to the Operations Team (119 FLMs)Introducing Best Practices for enhancing the overall quality and productivity of the customer service. Generation of Daily Root Cause Analysis Report of Complaints & Requests to lower the % of complaints and improve SLA with Quality Assurance.Identifying specific training needs and Conducting Quality Audits to ensure adherence to operational policies & procedures. Show less Ensure Internal Service Level Agreements (SLAs), TAT & AHT for the processes are met as agreed upon. Identify causes for non-achievement of SLAs, develop solutions and execute the same.Monitoring the Quality service of customer care of the entire Process. Responsible for Query and Complaint Resolution Cell and ensure customer delight by quality of complaint and query handling. Co-ordination for smooth functioning, work closely with all department within the organization. Review, recommend and implement new methods and procedures to ensure efficiency of operations.. Encourage and initiate sharing of best practices.Daily Root Cause Analysis Report of Complaints & Requests to lower the % of complaints and improve SLA with Quality Assurance. Review and analyze performance reports against targets on a weekly/monthly basis with Team Members manage performance of individual teams through performance management techniques. Attend daily huddle with team to be updated on all the floor issues /concerns. Understand billing parameters of clients and take measures to ensure billing optimization.Ensuring that SLA's are met at front end by monitoring shifts through real Time/Queue Monitoring and escalation incase of any unusual trend and initiating change management.Planning:Planning the process as per the SLA, TAT & preparing flowchart.Planning & Organizing Visual Stream Mapping Activity for the process with Seniors and Black Belt for continuous improvement.Organizing:Responsible for Adherence to QA processes/SLAs/guide-lines/audits. Conduct details checks of parameters that impact performance to ensure data integrity Responsible for staff performance, management, compensation and rewards & recognition programs.Prepare & Share of VIC (Variable increment component) and (R&R) Rewards & Recognition with seniors and team members.AuditingTraining and Development Lean Six Sigma: Show less

  • CSD Operations

    Feb 2007 - Dec 2009

  • Process Associate

    Feb 2007 - Sept 2007

  • Process Associate

    Feb 2007 - Sept 2007
• 

  VOICECOM

  Dec 2009 - Feb 2011

  • Head Operations

    May 2010 - Feb 2011

  • Manager

    Dec 2009 - May 2010
• 

  Anmol Life Insurance Solutions Pvt. Ltd.

  Feb 2011 - Oct 2022

  Managing Director

  Management of the Company

• 

  Anmol Life Wellness Pvt. Ltd.

  Feb 2022 - now

  Managing Director