Nima Lama

Experience

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  Pinewood Residential School

  Feb 2002 - Dec 2004

  Vice Principal

  > Started as an Primary Assistant-Teacher for Math, Science and English> Grew to Assistant Vice Principal in 2004> Took multiple responsibilities as Hostel Warden, Parents counselor and Accounts manager

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  [24]7.ai

  Mar 2005 - Apr 2006

  Telesales Executive

  Telesales of Financial products for the largest US Banking and Financial Service provider

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  Accenture

  May 2006 - Feb 2018

  This was a Project that I was promoted to manage the Risk of Go-Live failure. I was responsible for managing the Team which handled Front-line queries of the Employees, Retailers and Vendors of the worlds largest beer company. The Team handled Employee HR queries, Vendor concerns related to payments and the orders and payments of Retailers. My task was to stabilize the process as per the KPI's and SLA's defined from time to time. Besides learning the process and Training the ones in the pipeline. The deal went Green in the first 3 months. Show less

  • Assistant Manager

    Sept 2016 - Feb 2018

  • Customer Service Team Lead

    May 2010 - Aug 2016

  • Customer Service Analyst

    May 2006 - Apr 2010
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  AB InBev India

  Mar 2018 - Jun 2019

  Associate Operations Manager

  My Roles & responsibilities included: 1) Managed three Customer Operations front-line processes, driving a culture of Operational Excellence to ensure high service delivery and execution of Group objectives. i) Human Resource/People Helpline Team ii) Retailer/Sales Management Team iii) Vendor/Supplier Management Team 2) Established processes for measuring, tracking of SLA’s and KPI’s with MIS Team. Key focus on Customer Satisfaction & NPS which was met YoY.3) Effectively partnered and managed stakeholders to implement new CRM JIRA.4) Conduct Audits & analysis, agent activity monitoring's to identify trends and potential risks. Successfully completed Business Continuity plan and ensured 100% HIPAA compliance.5) Planned capacity to meet the business needs based on the Forecast and Seasonality. 6) Coached and developed Team Managers & Analysts for Team success. Through rigorous PDP’s. Individual Scorecard was built to measure achievements against targets.7) Worked with various internal teams (e.g. HR, PTP, OTC, RTR, MIS – Data, Command Centre, Legal, Risk & Compliance and Developers) to drive process improvements, efficiency and automation.8) Projects - Collaborated with developers, specialists and customers on very important Technology Projects for Real-time Dashboards/Scorecard & Chat-Bots. Worked on reduction of Non-Essential Volumes through the practice of Lean Six Sigma. Cross Trained through feasibility check and best match analysis and impact analysis for optimum utilisation of resources. Reduction of 3 FTE’s. Show less

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  CURIOUSCITY SCIENCE EDUCATION PRIVATE LIMITED

  Aug 2021 - now

  Director of Operations

  Managed end to end Transition of new Line of business for Professional Training from KT to Go-LiveSuccessfully Transitioned over 12 Processes in 6 months.Stake holder Management (Internal and External) and Business strategyKnowledge Management - SOP, Process training, Knowledge Centre updatesRecruitment and building a New Team from Level ZeroContinuous Improvement using Operational Excellence methodologies