Vipul Jain927/31, LIG Colony,Sector – 31,Gurgaon – 122001Contact No. 09971118087

E-mail: vipulkumar@hotmail.com

Objective:

To work in a challenging environment where my skills are used to maximum and I can contribute to the vision of the company. I want to be an asset for the company which gives me ample opportunities for growth and development as well.

Professional Experience:

Have a total 11 years of working experience, including more than 8 years in Quality, Training, Customer services and Compliance Management for Telecom Domain.

Currently, I am working with Aegis Ltd. as Manager Quality for Airtel Premium Business and responsible for Quality Assurance.

Job Responsibilities:

Tenure : Nov’15 till dateDesignation : Manager – Quality (Airtel Premium Business)Process : Blended Process (Inbound/Outbound for Voice/Non-Voice)

Airtel Nodal, Airtel NET, Airtel CyberNet, Airtel Retention, Airtel Collection, Airtel Money, Airtel NDNC

Organization : Aegis Pvt. Ltd.

Responsibilities as Manager Quality are:

Managing 7 Processes of Airtel Premium Business Managing a Span of 1200 Agents, 70 Quality Auditors, 7 Lead Quality and 2 AM Quality. Mentoring, coaching and to maximize and optimize manpower resources. Ensuring call calibration with external quality auditors, understanding the CQ guidelines, disputing CQ

scores (if marked incorrect) and increased the average. Hold regular huddles to ensure that there is constant flow of information and knowledge/ updates

dissemination. To ensure Process Compliance & to changes changes/corrections to business Send regular updates on performance delivery to client to maintain their confidence. Handling

YBR/QBR/MBR and interacting with clients.

Meeting and Exceeding Client Expectations by fulfilling the defined SLA Effective Planning & utilization of Quality Resources to meet business needs Making strategies to ensure business is achieving desired goals Working closely with OPS and Training to ensure Effective Implementation of Action Plans Handling Client Calls & Escalations to meet Client Expectations Responsible for driving & meeting Internal and External KPIs pertaining to Quality Responsible for all Qualitative KPI’s of the process i.e. Repeat and Internal/External Quality etc.

Significant Achievements

Quality Scores Improved from 89% to 95% against the Target of 90% Email Resolution Repeat reduced from 41% to 28% against the Target of 30%

Previous Work Experience & Responsibilities:

Tenure : Dec’13 – Nov’15 Designation : Manager – Quality & TrainingProcess : MTS Premium, Titanium, Non-Voice (Chat Process)Organization : Digicall Teleservices Pvt. Ltd.

Responsibilities as Manager Training & Quality were:

Managing a Span of 480 Agents, 13 QA’s, 9 Trainers, 10 Floor Coaches, 1 Training AM and 1 Lead – Quality.

Mentoring, coaching and to maximize and optimize manpower resources. Regular batch audits for NHIP batches and assist new hires (0-30 days) such that they are productive

on the floor within specified time period and day to day tracking of the performance. Ensuring call calibration with external quality auditors, understanding the CQ guidelines, disputing CQ

scores (if marked incorrect) and increased the average. Hold regular huddles to ensure that there is constant flow of information and knowledge/ updates

dissemination. Send regular updates on performance delivery to client to maintain their confidence. Handling

QBR/MBR and interacting with clients. Meeting and Exceeding Client Expectations by fulfilling the defined SLA QA Manpower planning & Effective utilization across different processes Making strategies to ensure business is achieving desired goals Working closely with OPS and Training to ensure Effective Implementation of Action Plans Handling Client Calls & Escalations Responsible for Internal and External KPIs pertaining to Training & Quality Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs. Responsible for all Qualitative KPI’s of the process i.e. Repeat and Internal/External Quality etc. Responsible for NHIP Batch Performance & Throughput Responsible to run the OJT Process as per MTS Responsible for Training Delivery for both segments Premium & Titanium Responsible for Regular/Timely Refreshers and turning up with Improvement (Efficacy) Responsible for Hiring right set of people (Trainable Resource)

Significant Achievements

Training Throughput% Improved from 79% to 92% against the Target of 80% Quality Scores Improved from 81% to 93% against the Target of 90% AHT Reduced by removing NVAs from 381 Secs to 305 Secs against the Target of 300 Secs 7 Day Tagging Repeat reduced from 27% to 14% against the Target of 15%

Time Period : Jun’13-Dec’13Organization : Tech Mahindra Pvt Ltd.Designation : Assistant Manager – TrainingProcess : Vodafone 121

Responsible for NHIP Batch performance/throughput Responsible to run the LCA Process as per Vodafone Responsible for training delivery for 2 locations Gandhinagar and Ahmadabad Responsible for regular/timely refreshers to be happening on floor and turning up with Improvement

(Efficacy) Responsible for hiring right set of people (trainable resource) Responsible for the Team’s performance and batch on batch performance pertaining to throughput,

FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs

Time Period : Jun’12-Mar’13Organization : Serco Pvt Ltd.Designation : Assistant Manager – TrainingProcess : Airtel 121

Responsibilities as Assistant Manager Training were:

Responsible for NHIP Batch performance/throughput Responsible to Run the Concord Projects as per Airtel Process

Nesting Zenith (TNI Refresher) KNE ASCMP – Agent Support Consequence Management Program LSCMP – Leadership Support Consequence Management Program

Responsible for the Nesting throughput as per the defined targets Responsible for regular/timely refreshers to be happening on floor Responsible for compliance audit in the absence of TEC Responsible for the Team’s performance and batch on batch performance pertaining to throughput,

FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs

Worked for Bharti Airtel for 18 months as an External Auditor in Airtel QMC Team

Time Period : Jul’11-Jun’12 (Continued from Bharti Outsourcing)Organization : Genpact Pvt. Ltd.Designation : Quality Analyst – Airtel QMCProcess : Airtel 121 & GPRS

Responsibilities as an executive of Analyst were:

SOP compliance audits for Partners. SME for the process on data services. Monitoring voice transactions for GPRS technical support Handling PAN India skills of GPRS technical support AHT Base lining to find out the NVAs Calibration with partners & internal team. Data analysis to find out root causes Sharing process improvements with management Highlighting concerns critical to quality & business Handling of team in absence of AM

Time Period : Nov’10-Jul’11 (then outsourced to Genpact)Organization : Bharti Airtel LimitedDesignation : Quality Analyst - Executive – CSDProcess : Airtel Data Services

Responsibilities as an executive of CSD were:

Monitoring voice transactions for GPRS technical support Handling of North ,West and East hub Calibration with partners & internal team Knowledge portal updation Sharing process improvements with management Co-ordination with the corporate team for regular updates on products and services

Time Period : Mar’09-Aug’10 Organization : Kochar InfoTech, AmritsarDesignation : Quality EvaluatorProcess : Airtel Data services (GPRS)

Responsibilities as a Quality Evaluator were:

Maintaining weekly, monthly PMS of team members. Prepare QMR, MBR and other reviews as per business requirement Daily interaction with Operations. Run different projects/activities to enhance customer centricity. Analyzing team’s performance and making action plans for the same. Voice transaction monitoring Coordination with different departments to ensure effective functioning. Certification of new hired trainees. Identifying top defects/gaps and action plans to rectify them.

Time Period : Dec’07-Mar’09Organization : Kochar Infotech, AmritsarDesignation : Technical Support ExecutiveProcess : Airtel Data services (GPRS)

Responsibilities as a Technical Support Executive were:

Dealing with customer requests maintaining high delivery standards. Ensure appropriate responses to customer queries. Ensure customer queries and complaints are promptly and effectively dealt. Handle escalation calls. Improve quality of the process to enhance customer satisfaction. Acquired distinction of being promoted as a Quality Auditor.

Time Period : May’05 - Aug’06Designation : Prepaid In ChargeOrganization : Sarasha E-Systems (Reliance Communication), Amritsar

Responsibilities as an Agency Manager were:

To receive CAFs and get it uploaded in system. Maintaining MIS reports of CAFs Circle/Cluster Wise Analyzing the Distributor wise Activation, Pendency’s and their Targets Report Daily/ Weekly/ Monthly CAF pendency report distributor wise to Cluster & Circle level Handled the team of 15 people Worked as team with subordinates and seniors to achieve the performance. Measuring performance and productivity of the team members.

Time Period : Nov’03 - May’05Designation : Account AssistantOrganization : Gaurav Aggarwal & Associates, Amritsar

Responsibilities as an Assistant Auditor were:

To prepare accounts for the clients To Audit the Accounts of the clients as an auditor To fill the returns for the client To deal with client in absence of CA related to accounts issue Worked on different accounting software like Tally, Busy etc.

Worked on Projects:

Lead AHT Reduction Project of 8 members to reduce the Process AHT for the Process and defined Structured Call Flow Steps. Kochar Infotech Pvt Ltd. Impact – Process AHT Reduced by 37 Seconds

Lead IMRB Call Listening Project to improve CTA scores for the Process that Improved NSS (Net Satisfaction Scores) Kochar Infotech Pvt Ltd. Impact – NSS Improved from (-18% to +33%)

SOP (Standard Operating Procedures) defined to Handle Call in structured way to ensure complete & Correct Information goes to the Customer Bharti Airtel Ltd. Impact – Accuracy% improved from 63% to 96%

Other Achievements:

Top scorer of My Team in All KPI’s i.e. CQ, AHT, ICE and CTA. Consecutive R & R winner for 3 months. Promoted as Quality Evaluator in 8 months only. Designated as Master Calibrator for Calibrations of Data Calls from Airtel’s end Promoted as Manager – Training & Quality from Deputy Manager – Training & Quality in the 1 st

Appraisal in Digicall

Academic Qualification:

B.Com (Prof.) from Guru Nanak Dev University, Amritsar in 2007. Senior Secondary Examination passed from Punjab School Education Board in 2004. Matriculation examination passed from Punjab School Education Board in 2002.

Strength:

Good command over MS office (Excel, Word and Powerpoint) Other Computer courses Tally, Busy, HTML, FrontPage Quickly and interested in learning new things Adapting without difficulty to changing work demand of priorities Honesty, Loyalty and Sincerity

Personal Profile:

Date of Birth : 19th Aug 1987Marital Status : MarriedLanguage Known : Punjabi, Hindi & EnglishHobbies & Interest : Listening to Music, Surfing the net, EatingCurrent CTC : Rs. 8.71 LacsCurrent Location : Gurgaon

Place : GurgaonDate : 06-09-2016 (Vipul Jain)