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A career spanning over 7+ Years with some leading BPO organizations. Excellent analytical skills, communication and interpersonal skills with proven abilities in team management and planning. Passionate in work, highly competitive with good leadership abilities, implements new ideas & goal oriented.
KEY STRENGTHS
Operations Management Process Improvement Career Development
Quality Assurance Customer Service Coaching
Process Analysis Team Management Mentoring
Qualifications Summary
Result oriented BPO with eight years’ expertise in all outsourcing facets of specific business processes and functions intended to improve business performance and profitability in a growth-focused organization including:
Enhancing and monitoring functionality/performance of outsourcing to service providers.
Managing and consulting of contractual agreements with vendors.
Researching performance: Identifies successful processes, loopholes and malfunctioning operations.
Expands business relationships with third party partners.
Engages with customers through call centers.
Core Competencies and Strengths
Excellent communication, motivational and leadership skills.
Analytical abilities
Expertise with research tools.
Teamwork management.
Computer literacy.
PROFESSIONAL EXPERIENCE
1. ABC COMPANY (Jan2009 to Till Date) – BPO Specialist/Analyst
Key responsibilities:
Directed business outsourcing operation: Development of vendor base, staffing solutions, maintaining/monitoring scope of services, 3rd party partners’ performance, contractual agreements and business relationships.
Worked in coordination with executives, 3rd party subcontractors, subject matter professionals, and industry leaders to achieve/exceed firm’s goals and objectives.
Handled complex business queries including complaints and feedback: Supervised incoming queries on a daily basis to monitor performance and prepare reports accordingly.
Produces business research reports and studies.
Conducting audits on a regular basis to monitor performance.
2. XYX Company (Dec 2007 to Aug 2008)
Process Associate
Key responsibilities:
Worked with voice team for 4 processes Procurement, cycle management, data quality and Tax procurement status.
Maintain the Error reports for both the processes ,Partnering with the CSR’s, the middle office and the counter party in correcting those Procurement problem and and recovering the collateral.
Accent training on voice calls.
3. ABZ Company (Jan 2005 to Oct 2006)- Senior Representative
Key responsibilities:
Making Voice calls to US UK Canada and Australia and explaining the development platforms we use and delivering the same on requirement.
Identifying the disputing clients and reconciling them in time to recover the collateral by coordinating with the CSR’s and the clients
This involves in learning few derivative process and analyzes those to reconcile them and find out the disputing from the development teams.
Partnering with the CSR’s, the middle office and the counter party in correcting those development problem and recovering the issue.
Education
Bachelor of Commerce from Bangalore University
Computer Proficiency
Working knowledge of MS operating System, MS Office tools, Proficiency in internet Browsing and Search tools.
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