Praveen Verma

Mobile: +91 7027037034 Email: pverma06@gmail.com

PROFESSIONAL SYNOPSIS

Overall 9 years of rich and comprehensive experience in Operations Management in BPO (Inbound,

Financial Planning, WFM and Analytics and Quality), Client Relationship Management

Competent in streamlining & improving existing systems/process, envisioning new

methodologies, future trends and driving development, direction and accomplishment.

Ability to support and sustain a positive work environment that fosters team performance with

strong communication and relationship management skills

PROFICIENCY FORTE

Strategy Planning: Formulating business strategies and strategic utilization and deployment of

available resources to achieve organization business objectives. Setting up sub process with key

focus on bottom line profitability by ensuring optimal utilization of available resources.

Operations Management: - Managing the Call center Operations for India’s leading

Telecommunication Company which includes end to end operations. Responsible for

profitability to company through the wing of operations.

Customer Relationship Management: Enhancing customer satisfaction matrices & monitoring

customer complaints. Building and maintaining healthy business relations, ensuring maximum

customer satisfaction.

Team Management: Recruiting, training & monitoring the performance of team members to

ensure efficiency in operations and meeting of individual & group targets. Conducting meetings

for setting up objectives and designing or streamlining processes to ensure smooth functioning of

operations.

CAREER CONTOUR

Aegis Ltd. Since Aug’14

Senior Manager (Center Head) – Reporting to Sr. VP Operation

Key Responsibilities

Heading the Karnal Center for India's largest Telecom Company and BFCI Sector

Client Relationship

Managing operations & spearheading teams for excelling business targets & service delivery

Identification of impactors to business and work towards eradicating the same

Managing Facilities and Grievances related to center

Regular reviews for all departments for better center efficiency Key Highlights

Clients handled: BSNL, Central Bank Of India

Initiated linkages between multiple processes in the center in order to increase efficiency and propose

cost benefit to clients

Initiated Attrition control drive - one of the biggest challenge in BPO sector

Part of pioneer batch for company’s initiative to grow in-house leaders – People Champion Leadership Program- meant for best in class in the company

Streamlined the training and MIS

Serco (Karnal) May’14 till -Jul’14 Senior Manager (Center Head) – Reporting to GM Operation]

Key Responsibilities

Heading the Karnal Center for India's leading Telecom Company

Responsible for KPI deliveries of inbound center

Responsible for constant process improvements, corrections, liaising with circles in order to ensure

platinum customers get desired customer service experience

Hiring, performance management, profitability of the center

Managing Facilities and Grievances related to center Key Highlights

Clients handled: Vodafone

Initiated Attrition control drive - one of the biggest challenge in BPO sector

Serco (Agra) Jan’12 till -Apr’14

Manager (Operations) – Reporting to AGM Operation Key Responsibilities

Handling end to end inbound operations for India's leading Telecom Company

Responsible for KPI deliveries of inbound center

Maintaining effective performance management to enhance productivity of all channels

Managing a floor of 500 plus employees with 4 direct reportees

Ensuring daily, monthly & weekly reporting is in place as per the guidelines set by organization Key Highlights

Clients handled: Vodafone

Streamlined the training and MIS.

Initiated Attrition control drive - one of the biggest challenge in BPO sector.

Firstsource Solutions Ltd. (Bhopal) Aug’09 till Jan’12

Assistant Manager (Operations) – Reporting to Senior Manager Operation Key Responsibilities

Responsible for Meeting Key Operational Targets like Complaint Resolution, Answering level,

Productivity, Floor Quality, C-Sat & Team performance etc.

Conduct Root Cause Analysis & develop corrective action plans on missed metrics

Ensuring resolution to customer’s problems within TAT

Monitoring Process / TL productivity & Ensuring 100% call tagging

Key Highlights

Clients handled: Airtel

Set up the outbound team for beyond TAT cases

Specialized feedback mechanism enforced to improve new joiners Call handling skills

Probing mechanism implemented to prevent Client revenue leakage by increasing First Time

Resolution and controlling wrong categorization

Airtel Telemedia (Noida) Mar’06 till Jul’09

Last associated as Team Leader – Reporting to Manager Operations

Key Responsibilities

Responsible for effective & efficient handling of the Inbound/Outbound customer calls

Identifying areas of improvement and preparing the team to achieve the desired quality standard

Implementing activities such as trainings, seminars, conferences, as a part of educating associates for better customer support

Coordination with Network Team (NOC) and Field Support team to ensure quality and timely solutions to the customers

Monitoring of Link utilization with the help of NMS (Network Management System) Key Highlights

Clients handled: Airtel

EDUCATIONAL CREDENTIALS

Graduate (Humanities) from Delhi University in 2005

Hardware & Networking certificate from Jetking in 2006