Mr Ujwal Radhakrishna Prabhu

Objectives

To obtain high level of success with the growth of the ogranization.

Skills

• Management

  Intermediate
  Years of Experience: 3 years
  • Managing team performance and also working towards the growth of the organization.

Work Experience

• Team Leader

  2005 September - 2006 May
  Infoteck Natalia
  Mumbai, Maharashtra, India

  Team Leader with 3years on international BPO experience and looking for better growth opportunities.Profile includes managing the overall performance,achievibg targets,maintaining client SLA's.

• Team Leader

  INBPO
  Mumbai, Maharashtra, India

  SUMMARY OF SKILLS AND EXPERIENCE:

  An astute professional having more than 32months of experience in the BPO Industry with more than 10months of experience in Team handling. Currently serving Infoteck Natalia Limited as a Team Leader Operations and working for an Australian Telecom Process and current role involves managing the Telesales Team of 15 TSR’s, Client Interaction, Performance enhancement, taking training sessions. Have experience working with US, UK and Australian Process.

  1. INFOTECK NATALIA BPO (INBPO) Pune.

  September, 2005 till date

  DESIGNATION:-

  Team Leader Sep 05 till date.

  Australian Process (Tele communication B2B processes Involved in selling Landline services- Telesales process).

  CURRENT RESPONSIBILITIES:-

  • Currently handling a team of 15 TSRs.

  • Handling escalations, monitoring TSRs, providing feedback, coaching and mentoring.

  • Conducting performance management appraisals on a monthly basis & conducting one o one's with TSR's on weekly basis.

  • Data analysis on weekly basis & Discussing Daily reports with TSR's.

  • Staffing and scheduling Team Members and preparing their route plan & pick up details.

  • Attending weekly review meetings team performance and to share best practices.

  • Conducting Training sessions and refresher batches.

  • Attending Client conference calls to discuss program performance and to know vendor ranking status.

  • Managing Internal Sales Targets & Conducting Team Building Exercises.

  • Also developed quality parameters for 1410 Telecom Ensuring 100% client level adherence on calls and facilitating Client Sales Audit Process

  • Prepared training manual for telecom process and took training batches during initial stages.

  • Co-Ordination of Third Party Monitoring and Client Calibrations, ensuring Schedule adherence. Analyzing Client Feedback Reports and generating action plans to address the areas of concerns.

  • Standardizing and designing reporting requirements and documentation of standard operating procedures and quality guidelines based on process level SLA’s to ensure they are in alignment with COPC Standards.

  • Ensuring that processes are run as per COPC & ISO guidelines & Conducting training sessions for reps about the same.

  • Was a team member in a project set to Reduce Training Time and being more Cost effective

  • Providing hands on assistance to team in case of problem, both through direct intervention and mentoring.

  • Ensuring quality reporting and work with Operation Manager to build a highly effective measurement.

  • Directly responsible towards fostering the development of team by motivating them and ensuring career advancement and long - lasting and fruitful relationship of the team with the company through feedback and counseling.

  • Develop strong interpersonal relationships with the team to cohesively bond them together of the team with the company through feeedback and counseling.

  • Responsible for customer satisfaction and achievement of specified service and quality standards.

  • Identify own training and personal development needs and seek ways of fulfilling these in order to be able to deliver the best possible performance.

  • Appraising the team members against set goals and develop them to assume greater responsibilities.

  • Identify opportunities to improve procedure / process and initiate action to implement these (where appropriate) to deliver the highest possible level of customer service with the highest possible efficiency.

  • Carrying out “OUTLIER’S MANAGEMENT PLAN (OMP), PERFORMANCE IMPROVEMENT PLAN (PIP) & DEVELOPMENT ACTION PLAN (DAP)” for outliers in my Team or at process level.

  • TSR Performance Enhancement working with a Team of “C Category” TSR’s educating them, and providing them training to bring them up the performance Curve.

  • To make recommendations on change to systems and procedures to enhance the effectiveness of performance and customer service within legislative requirements, quality assurance and good practice.

  • To monitor and supervise agents including maintenance of accurate work hours and sickness absence records and preparation of efficient and workable duty.

  • TSR Performance Enhancement working with a Team of “C Category” TSR’s educating them, and providing them training to bring them up the performance Curve.

  • Also initiated 5S LEAN for my Team.

  ACHIEVEMENTS:-

  Represented process and gave a presentation for the “INBPO Annual Awards" for Excellent

  Business Practices at an Organizational Level.

  2. GTL LIMITED (Navi Mumbai)

  May, 2004 to August, 2005.

  DESIGNATION:

  Client response Executive

  (Telesales for Alpha Telecom & Tele 2 UK process. Fast Track TL)

  RESPONSIBILITIES:-

  • Worked for UK Sales Process devoted for selling CPS and International calling services.

  • Handled a Team of reps for 6months and was responsible for handling their overall performance.

  • Also worked as trainer and conducted training for new agents on selected occasions.

  • Preparing daily sales report & sending it to clients.

  • Attending performance meetings to discuss project performance.

  • Interaction with clients for various updates, Presenting accomplishments, Process overview, Weekly Performance Management Sessions.

  • Providing performance related feedback to new agents, training & counseling & Suggesting ways to improve on their skills.

  • Ensuring that processes are run as per COPC & ISO guidelines & Conducting training sessions for reps for COPC awareness.

  • Also developed quality parameters for Ensuring 100% Client level adherence on calls and facilitating Client Sales Audit Process.

  ACHIEVEMENTS:-

  • Was selected as a Process Champion due to excellent Performance.

  • Have received the Star CRE Award for being the Best Performer on several occasions.

  3. TRACMAIL PVT, Ltd, Navi Mumbai.

  Oct, 2003 to April 2004

  DESIGNATION:-

  Client Response Executive

  (Third Party Hard Core Tele Collections for American Express for US process)

  RESPONSIBILITIES:-

  • Outbound Calls for Collection of American Express credit card holders.

  • Dealing in collection of Third Party defaulters (Hard Core Collections).

  • Also acting as middleman between Banks & Customers for collection of money

  through cheques.

  • Handling calls has per client specifications and as per the laws of FDCPA (Federal Debt collections practice act).

  • Maintaining quality standards while handling calls and ensuring full. Adherence of client guidelines.

  • Achieving dialing hours and adherences to break timings.

  ACHIEVEMENTS:-

  • Awarded as Best Collector for two consecutive months.

  • Awarded Best Trainee during Training sessions.

  • Awarded as Best Agent for Customer satisfaction.

  TRAININGS / WORKSHOPS ATTENDED:-

  1. Value Based Coaching.

  2. Coaching and Feedback.

  3. Supervisory Skills training.

  4. Staffing and Scheduling.

  5. Absenteeism and Attrition.

  6. Attended workshop on Team Leading Essentials.

  7. Attended special workshops on Business Writing Skills and developing self Excellence.

  8. US, UK & Australian Accent Training.

  9. Attended COPC workshop.

  STRENGTHS:-

  • Self-motivating, patient, consistent and have been working perfectly in Stressful conditions for long hours.

  • Mentor and motivator - Conceived various activities to motivate the agents. To achieve and maintain high customer quality scores.

  • Outstanding team spirit, Excellent People handling skills & leadership Qualities.

  EDUCATION:-

  T.Y.B.Com Mumbai University.

  COMPUTER KNOWLEDGE:-

  Diploma in MS-office.

  {Windows Xp, Windows 2000, Ms-Excel, Worksheet, E-Mail, and Basics}

  INTERESTS: - _

  Music, Cricket & Traveling.

  PERSONAL DETAILS: -

  Date of Birth: - 29th May 1984.

  Languages Known: - Marathi, English, Hindi, and Konkani.

  Marital status: - Single.

  REFERENCES: - Available upon request

Academic Background

• Bachelor of Arts Degree

  2005 March - 2006 March
  Mumbai University
  Mumbai, Maharashtra, India
  Major: Commerce

Professional Awards

• Team Leader

  INBPO
  2005 September - 2006 May

• Team Leader

  INBPO
  2005 September - 2006 May

  CURRENT RESPONSIBILITIES:-

  • Currently handling a team of 15 TSRs.

  • Handling escalations, monitoring TSRs, providing feedback, coaching and mentoring.

  • Conducting performance management appraisals on a monthly basis & conducting one o one's with TSR's on weekly basis.

  • Data analysis on weekly basis & Discussing Daily reports with TSR's.

  • Staffing and scheduling Team Members and preparing their route plan & pick up details.

  • Attending weekly review meetings team performance and to share best practices.

  • Conducting Training sessions and refresher batches.

  • Attending Client conference calls to discuss program performance and to know vendor ranking status.

  • Managing Internal Sales Targets & Conducting Team Building Exercises.

  • Also developed quality parameters for 1410 Telecom Ensuring 100% client level adherence on calls and facilitating Client Sales Audit Process

  • Prepared training manual for telecom process and took training batches during initial stages.

  • Co-Ordination of Third Party Monitoring and Client Calibrations, ensuring Schedule adherence. Analyzing Client Feedback Reports and generating action plans to address the areas of concerns.

  • Standardizing and designing reporting requirements and documentation of standard operating procedures and quality guidelines based on process level SLA’s to ensure they are in alignment with COPC Standards.

  • Ensuring that processes are run as per COPC & ISO guidelines & Conducting training sessions for reps about the same.

  • Was a team member in a project set to Reduce Training Time and being more Cost effective

  • Providing hands on assistance to team in case of problem, both through direct intervention and mentoring.

  • Ensuring quality reporting and work with Operation Manager to build a highly effective measurement.

  • Directly responsible towards fostering the development of team by motivating them and ensuring career advancement and long - lasting and fruitful relationship of the team with the company through feedback and counseling.

  • Develop strong interpersonal relationships with the team to cohesively bond them together of the team with the company through feeedback and counseling.

  • Responsible for customer satisfaction and achievement of specified service and quality standards.

  • Identify own training and personal development needs and seek ways of fulfilling these in order to be able to deliver the best possible performance.

  • Appraising the team members against set goals and develop them to assume greater responsibilities.

  • Identify opportunities to improve procedure / process and initiate action to implement these (where appropriate) to deliver the highest possible level of customer service with the highest possible efficiency.

  • Carrying out “OUTLIER’S MANAGEMENT PLAN (OMP), PERFORMANCE IMPROVEMENT PLAN (PIP) & DEVELOPMENT ACTION PLAN (DAP)” for outliers in my Team or at process level.

  • TSR Performance Enhancement working with a Team of “C Category” TSR’s educating them, and providing them training to bring them up the performance Curve.

  • To make recommendations on change to systems and procedures to enhance the effectiveness of performance and customer service within legislative requirements, quality assurance and good practice.

  • To monitor and supervise agents including maintenance of accurate work hours and sickness absence records and preparation of efficient and workable duty.

  • TSR Performance Enhancement working with a Team of “C Category” TSR’s educating them, and providing them training to bring them up the performance Curve.

  • Also initiated 5S LEAN for my Team.

Security Clearance

• Confidential

Publications

• Da cinci codeDa cinci code

Interests

• Team Leader

Reference