CV_BIJU.A

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Biju Aravind Unit Lead – Quality & Operation
Business Processing Outsourcing
 bijuaravindba@gmail.com( +919094084034/35
AREAS OF EXPERTISE
Supervising
Ability to motivate people
Strategic planning
Commercial Awareness
Equal Opportunities
Health & Safety Legislation
Risk assessment
TELECOM WORK EXPERIENCE
PERSONAL SUMMARY
A highly motivated and ambitious individual able to give timely and accurate
Advice, guidance, support and training to team members and individuals.
Possessing excellent management skills and having the ability to work with the
minimum of supervision whilst leading a team of twelve or more. Having a proven
ability to lead by example, consistently hit targets, improves best practices and
organizes time efficiently.
Now looking forward to a making a significant contribution as a team leader with a
company that offers a genuine opportunity for progression.
DATE EMPLOYER DESIGNATION INDUSTRY
March’012 to till date Hinduja Global Solutions Unit Lead Quality & Operations Business Processing Outsourcing
Jan, 2010 to may 2012 Hinduja Global Solutions Quality Analyst Business Processing Outsourcing
Nov, 2009 to Jan, 2010 Hinduja Global Solutions Acting Team Leader Business Processing Outsourcing
 5.6 years of Experience with Airtel (Front end GSM customer service)
 Experience in Managing Airtel Prepaid, Postpaid Quality & Operation in Chennai HGS
 Interface with clients to resolve day to day operational issues
 Possess excellent interpersonal, communication and organizational skills with proven
abilities in team management, customer relationship management and planning
 Ensures Consistency through calibrations with ensuring scores is calibrated with client
 Excellent interpersonal, communication and organizational skills
 Strong Project management, time management and leadership skills
PROFESSIONAL SKILL
 Green belt Certified
 Yellow Belt Project completed
 PS1 / PS2 Certified ( Training skill )
 Certified Quality Professional Excellence Program (QPEP)
 Diet Six Sigma, eSCM ,7QC tools ,TQM and COPC skilled
 ISO 9001, ISO 27001 & HIPAA trained
 Sound knowledge of Ms Office & basic quality tools and MS Access.

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COMPETENCIES
DRIVE FOR RESULTS - Finding solutions to problems despite constraints, setting priorities, and demonstrating
high levels of energy in pursuing problems, setting high performance standards
ANALYTICAL THINKING – Breaking complex task in a systematic way, identifying trends and relationships in data,
Team effectiveness – Sharing Knowledge/information relevant to others, standing in for a team member when
he/she are in need
PROCESS ORIENTATION - Doing things in a structured manner, making specific changes in system / processes /
work methods to improve performance, managing information in a structured and systematic manner
PROFESSIONAL EXPERIENCE
UNIT LEAD (OPERATIONS)
 Handled a span of 50-60 executives along with 3 Team leaders and had to maintain internal KRA ‘s – Key
Requirement Area as well as maintaining a key client requirement role
 Understands the process vision & has the ability to translate the same to the team
 Cost optimization and maximum utilization of resources for productivity
 Demonstrates an understanding of the impact of team's performance on sub /process objectives
 Reviews own actions against the process objectives
 Coaches and mentors Associates & Team Leads
 Identifies long term issues, problems or opportunities for the team
 Manages daily performance to ensure that all Associates and Team Leads are meeting SLAs
 Meets/exceeds service and quality levels as assigned by Management/Client
 Works with Cross-Functional Teams to ensure that both internal and external customers’ needs are met
 Grooming my Team Leads on vital communication and work ethics on client Management
UNIT LEAD (QUALITY)
 Quality Team Leader – 6 Quality team members are reporting under me
 Ensure teams adherence to schedules are met
 Monitor teams productivity and ensure that all quality parameters are met
 Attending Conference Calls, Meetings with the Internal/External Client
 Weekly & Monthly Review with Team
 Handling Client requirements
 Daily reports (Quality Dashboard, Dipsticks, Fatal Analysis, Calibration Variance, Parameter Dashboard
based on Audits, Way forward for improvement on Quality etc) are shared to both the internal and
external clients
 Create an encouraging environment at work to inspire employees for open communications, develop
entrepreneurship skills and include a sense of team spirit and accountability among them
 Design training sessions for the new employees and educate them on technical aspects, communication
skills, application of knowledge, problem-solving abilities, etc

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 Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that
there is no degradation of quality in work
 Identify areas and opportunities to upgrade quality standards within management processes and systems
 Calls re-audited on a daily basis and feedback shared to the QA’s based on the errors committed
 Conducting External & Internal calibration on a weekly basis to understand all the participants are in par
 Teaching Knowledge on 7 QC tools, Gauge R&R and basics of Six Sigma
 Helping New QA’s in their reports and Quality tool usage
PERSONAL DETAILS
SIGNIFICANT ACHIEVEMENTS
 Received an appreciation from Client for initiated a contest which has improved the Wow call drive the
HGS Chennai process is LEADING NO.1 IN PAN INDIA (Complaint wow (Customer satisfaction (Delight call
drive)) (Project holder Airtel)
 Received an appreciation from Client for initiated a contest (BMP) which has improved the process
productivity, Quality scores and Attendance percentage
 Prepared Quality Induction PPT for new bees which helped them to understand the Quality process end
to end
 Automated the call quality audit sheet & reporting structure using VB in excel (macro), that saved 60% of
the auditors time
 Received an appreciation from Operations, AGM & Airtel Clients for preparing a knowledge portal which
helped the associates to know the Product & process updates, Quality scores and productivity on a daily
basis
 Created template to calculate agent wise repeat% using macro that helped to reduce 5% of overall
repeats & hence improved end customer satisfaction
 Created template to all quality related reports ,that saved 43% reporting time
 Quarter 1, Star performer for Quality HGS
 Sound knowledge in MS-Excel and know to write programs in Excel-VBA (macros). Created template
using Excel-VBA. The same is used by the Quality, Training and Ops Team to audit the calls and to
generate various reports. It saved 40% of the time spend for auditing and reports
 Templates are used across all the HGSL centres (5 centres across India) for Audits and report generation
 Create internal web site to GPRS and improve Call Quality and customer satisfaction and improve agent
basic GPRS knowledge
 Developed formulae mapped with the agents and customer mobile number to identify the repeat% of
the agents, which helped the team to track the agent wise repeat and identify the defaulters
Improvement action taken based on the same to improve the agent’s performance on repeat
REPEAT REDUCTION (PROJECT)
Repeat % is a metric in Airtel process which measures the calls received from the same customer for
more than one time. Repeat % has a 40% weightage on the R & P metric of Airtel process at HGS. Currently
Chennai Prepaid is trending with a penalty of about RS ####### per month. By reducing repeat from the current
level of 31 % to 24%, reducing repeat % is critical as it impacts the satisfaction of the end user on Airtel and the
client satisfaction. Reduction in repeat % will have an impact on another R & P metric SL.
SGSN ISSUE (CASE STUDY)

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PROBLEM STATEMENT:
For dual SIM mobiles removing & re-inserting SIM is required, whereas for mono SIM mobiles
restarting the mobile is enough. It was observed that the problem occurs mostly in dual SIM
handsets. For few dual SIM handsets it requires to change the SIM to another slot in the same
handset.
GOALS:
To reduce the number of service requests those were raised by the customer on the scenario
(Customer not able to use/open any website using mobile Office)
REPEAT INDICATOR – TOOL (GOOD PRACTICE)
BACKGROUND:
Airtel is a leading telecom operator in India providing services to its customers across all regions.
Customers have the option of having queries resolved either on the phone or via email. The team at HGS handles
via both modes. This case study is initiated by a process servicing Leading Telecom Operator in India (Airtel)
Problem, it has been observed that customers are calling repeatedly to get appropriate resolutions. Repeat is in
increasing trend and to defeat this increase in repeat the process has initiated this practice.
CHALLENGES FACED:
This practice was implemented to reduce reporting time consumption to extract the agent wise REPEAT, NON
CDN & UIC. We are facing challenges for above mentioned report extraction of a particular agent with the overall
dump which is published by MIS and it takes few minutes to open the dump and to fetch the agent details. Time
consumption was high on extracting the agent wise data.
AHT BREAKTHROUGH (PROJECT)
A quick fix initiated to bring down the floor AHT wherein all the team leads were asked to do a detailed
Root Cause Analysis on their respective team’s day-end AHT and send an action plan for the coming days to curb
the issue.
ICE REINFORCEMENT (PROJECT)
A Project wherein the all the associates were segmented as per their ICE (C-SAT Surveys) Scores and
approached each segment with different plan of action. The bottom category was termed as Special Interest
Group. This group was assigned to a Team Lead who was Best in Class inters of ICE. Constant feedback and
activities like Joint Call listening were part of SIG Management.
ICE HALL OF FAME BOARD (PROJECT)
A decorative board was placed near the notice board wherein snaps of Daily ICE Toppers will be pasted.
This activity was initiated to maintain the sprint among the associates.
A STUDY ON REPEAT DUE TO SECURITY CHECK FAILURES (CASE STUDY)
OBJECTIVE OF STUDY:
To analyze and identify the causes for repeat due to security check failures.

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BACKGROUND:
When customer calls call centre, Security checks are done to authenticate whether the information is
provided to right person. Around 88% of calls [sub-sub type wise] need to be authenticated. At times customer
fails in the authentication steps and the customer care executive will deny providing information. These
customers call back which contributes to repeat.
RESTRICT MOBILE BACKGROUND DATA AUTOMATICALLY (CASE STUDY)
OBJECTIVE
The Objective of this study/suggestion is to reduce the repeat which is increasing under data related
balance depletion and to control the waiver posted against the same.
BACKGROUND
If customer called up for balance depletion due to data usage where he/she is not used much data (have
opened few pages only) but more balance got depleted. For this agent will explain about the background data is
running automatically which leads to the balance depletion and also consumed high data. For which customer
will not agree and want to restrict the background running data automatically and claims for waiver. From CC end
we were not having the solution in SOP to restrict the background data running and hence agent will provide the
waiver if customer insists on same.
EMPLOYEE RETENTION (PROJECT)
The Objective of this to ensure that HGS employees parents / Guardians are aware of the work
environment and the organization that their children / Wards are working for providing this information to the
families will enable them to encourage employees improve their performance and prevent attrition
ACADEMIC QUALIFICATIONS
B.S.C COMPUTER SCIENCE
St.Thomas College of arts and science – Chennai (Madras University) 2006 -2009
MULTIMEDIA DIPLOMA
Loyola College of arts and science – Chennai 2011-2012
PERSONAL DETAILS
Father Name: Aravindakshan.K
Born on 28th November, 1988
Fluent in English, Malayalam &Tamil
Mailing Address: No: 13/2, First floor, Govinda nagar, 3d cross Street, Palavakkam, Chennai- 600041.
REFERENCES:

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