Operations Resume

Name; XXX

Phone: +91 931*****

Email: kari587***@yahoo.com


Career summary

7 experience in BPO/Customer Relationship Management/People management/ Operation Management (Outbound process, Transaction process, Collections, Inbound, and Sales))/ MIS.


Areas of expertise

-Management, Project Management, Operations, Process Management & Client Servicing.

-Quality: Monitoring the performance of agents to deliver quality output and meet the standard quality parameters set by the client. Conducting continuous audits on MIS to ensure compliance and sound functioning of the process

-Customer Relation Management: Ensuring adherence to service quality norms and parameters to achieve total customer satisfaction.

-Strategic Planning: Conceptualizing, developing and implementing strict measures in Customer Care procedures to optimize Client Retention and satisfaction.

-Reports: Generating calibration reports, team performance reports and agent log time reports on a daily basis and quality dashboard report on a weekly basis.



-Assistant manager from 20** till present with Niza ltd

-Sr. Operation manager from 19** to 20** with SSD customer solutions


Roles and Responsibilities:

-Managing all issues related to calls

-Monitoring team’s activities for continuous improvement, ensuring quality

-Updating the client on developments pertaining to the campaign

-Identifying new opportunities to enhance process objectives & initiation of the same for implementation.

-Successfully transitioned AMC (Appraiser Management process) in Mangalore and set up the team of Follow up and Quality rep team.

-Prioritizing workload & allocation of assignments to team individuals

-Preparation of Management Reports of team members on slas

-Identifying training and personnel development needs & accomplishing the same

-Training on different processes

-Charting business requirements; coordinate in developing process flows and implementing processes in line with internal guidelines.

-Responsible for maintaining & monitoring the performance metrics.

-Analyze team performance and produce reports to the Senior Management.

-Monitor Utilization/Accuracy/Efficiency/TAT of the processes.

-Overall ownership of team SLA’s and KPI’s and driving the team towards achieving it.

-Guiding, supporting and working with the Team Leaders in meeting slas and Operational Metrics.

-Develop management report formats for the Client and Management.

-Proactively identify changes required to be initiated in all aspects of the processes.

-Continuous feedback and Performance appraisal.

-Develop a backup plan for all processes handled.

-Ensure team leaders and members maintain high morale.

-Attrition management.

-Ensure availability of updated documentation for all processes.

-Work with the Team leaders in identifying training.

-Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations.

-Formulate long term plans for the development and motivation of the team.

-Nominate sub-ordinates for suitable training programs sponsored by the organization to enhance their capabilities and skill level.

-Engage in conference calls to resolve process related issues.

-Participate in client / internal review calls and handle escalations.

-Respond and resolve issues arising out of interactions with Operations/ Clients.

-Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

-Follow the information labeling and handling procedures based on the classification level of the asset.

-Responsible for Daily Operations and ensuring consistent delivery, Strategic planning, and Team Development

-Coaching and developing the team so that they have the skills and knowledge to be successful in future and current job roles Assist with training and identify training needs within the group and provide feedback

-Trained on FSA regulations and Money Laundering Act

-Maintaining and developing existing relationships with external service suppliers/vendors.



-Call Center processes

-Stock Market Basics

-BSE & NSE Certification



-3 World Beater Awards

-1 Pathfinder award

-1 Change Champion Award



-BBM from S college with 1st grade

-HSC from S college with 2nd grade


Personal Details

-Date of Birth:03/03/19**

-Languages : english, hindi, malayalam & kannada

-Hobbies:Interior designing, Travelling, Music, Books, Cricket & Snooker.