Vikram Datt

Experience

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  Mphasis

  Aug 2004 - Nov 2007

  Real Time Analysis and production floor Management.Resource planning, rostering and scheduling.Create and distribute complex historical and real-time reports containing key call center performance metrics.Coordinate off-line activities (i.e. Team meetings, vacation, coaching, and time off) in order to minimize service level impacts.Implementing business continuity plans. Real Time Analysis and production floor Management.Resource planning, rostering and scheduling.Create and distribute complex historical and real-time reports containing key call center performance metrics.Coordinate off-line activities (i.e. Team meetings, vacation, coaching, and time off) in order to minimize service level impacts.Implementing business continuity plans Handling Customer Queries.Assist Customer with their Problem’s give them Financial advice if they want any.Always use to achieve my target which was given to me by my Team Manager.Started an AHT programme on how to control the AHT.Use to help the new agent on the floor with the product knowledge.Always was open for feedback from my Manager.

  • Unit Manager

    Dec 2006 - Nov 2007

  • Command Centre Analyst

    Nov 2005 - Dec 2006

  • Customer Service Executive

    Aug 2004 - Nov 2005
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  Tech Mahindra

  Nov 2007 - Oct 2008

  Team Leader

  Handled a Team of 15 Agents 1 SME and support staff.To Help in all support function to facilitate the working of the overall process smoothly To Concentrate on bottom Performers and help them to improve on their deliverable.Monitoring of Key performance indicators across all service deliverables.I am also responsible for Shift Rostering, managing the Leave Tracker across the floor and Making the MI Report for the Floor. Weekly call with the clients on performance improvement.

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  Tech Malabaricus

  Oct 2008 - Apr 2014

  Operations Manager

  3 Post pay is a telecom process.Working with 3 Post Pay from October 2008 - current.Currently handling a team of 85 advisors,6 SME’s, Two quality executive & 4 Team Coaches.Having a responsibility of a weekly call with clients to discuss about the fault in the handsets.Conduct Appraisal Meetings for all the advisors and support staff.Ensure Service Level Agreements for the process are met as agreed upon with the client.Coaching, Motivating, Retaining staff, Improving performance by raising efficiency Show less

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  Mphasis

  May 2014 - Apr 2016

  Manager Operations

  Was responsible for the overall operations and recruitment as well.

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  Bajaj Finserv

  May 2016 - Jul 2017

  Manager Operations

  Was managing the sales team at client location. It was a new process which was brought in by Bajaj for PL's.

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  R R DONNELLEY & SONS COMPANY

  Jul 2017 - Jan 2020

  Associate operations Account Manager

  Was responsible to manage 2 sites Trivandrum & Chennai and was handling a team of 150+ associates. Was responsible to manage client deliverables .

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  Mphasis

  Jan 2020 - now

  • Senior Manager

    Jan 2022 - now

  • Operations Manager

    Jan 2020 - now