Manoj G Nair.docx ( New Format )
- 1. 1 Manoj G Nair Flat No-302 A- Wing , Daffodil Apartment, Plot No 17-18, Sec-19, kharghar , Navi Mumbai -410210 9619357650 / 9833042687 : [email protected] I would like to contribute and leverage my personal as well as professional experience in a challenging environment. Possess 10 years of experience in handling operations for service industry where customer experience is the key focus area. My experience in People Management, Account Management, Project/ Process Management presents a unique combination of disciplines. Personally, I have the drive, determination and consistency to achieve success as a leader in my work space. Skills Job Skills OperationsManagementandLeadershipSkills . ExcellentPeoplemanagement. AccountManagement. ExpertinOutboundanddialer& lead management. DeliveringExcellentCustomerService. TransitionandNewService Implementation. EMPLOYMENT HISTORY WNS BCS Consulting Pvt. Ltd Deputy Manager – Handling Flipkart account (Customer Service to Customer Experience) 19th Sep 14 – Present Flipkart process went live in WNS on 14th Aug’14 with team size of 100 consultants and at present handling 54% of the overall call volume on the enterprise level for Flipkart. Job Profile Managing voice operations majorly along with back office for Flipkart.com in WNS. Handling a span of 200 consultants & 8 assistant mangers. Transitioning Flikart.com processes in WNS and ensuring that all the departments are aligned to Flipkart’s expectations and goals in terms of delivering World Class Customer Experience. Ensure smooth coordination between WFM, Quality, Training, and Operations. Responsible for organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for the organization Responsible for the site performance and meeting daily, weekly and monthly metrics. Key operation metrics: line adherence%, occupancy, average handling time, net login hours, internal and external quality, shrinkage and attrition. Preparation and implementation of action plans to improve site level performance. Conducting weekly review /meetings to address issues, offer support in order to keep the matrix functioning well.
- 2. 2 Operation Manager – Digicall Teleservices Pvt Ltd May 2012 – 15th September 2014 Process Handled- Dishtv DTH ( Essel Group of Companies ) Job Profile Handling a span of 200 agents, 10 team leaders, and 2 assistant managers. Mainly engaged in meeting the SLA’s and people retention Handling both inbound & outbound domain. Responsible for generating revenue through various outbound activity like up selling / renewal & retention calling Played a significant role in long-term planning, including an initiative geared toward operational excellence. Responsible to generate more business opportunity for the organization. Coordinating with support functions like WFM for staffing and scheduling, handling day to day activities with HR, quality, and training team Ensure continues improvement in process revenue and profitability. Review and analyzing revenue leakages reason and preparing POA category to identify and track those which could possibly cause monetary losses to the company. Evaluate and manage team's performance in execution of operational activities. Assistant Manager – Spice BPO Services Ltd June 2010- May 2012 Job Profile Responsible for designing & imparting KRA’s for process to achieve the desired output. Responsible for agent retention through regular feedback and employee survey. Conducting process knowledge tests to ensure retention of knowledge and keeping the population updated with all process updates. Develop action plans and report out the improvement process in business reviews. Analyze data contactability, tagging, revenue leakages aspects and prepare & implement action plans. Monitor calls on communication, soft skills, and process & compliance parameters. Provide coaching & feedback to enhance performance. Timely dissemination of updates with respect to new process changes, improvement initiatives. Work closely with the Sr. Manager to identify the process requirements. Team Leader – Outbound Process – Omnia Bpo services (DTH Process) October 2007 – May 2010 Job Profile Manage performance and behavior of 20 associates through effective 1:1 meetings, coaching, and mentorship. Implement performance goals, monitor and evaluate against pre-set goals implementing action plans to resolve performance barriers as needed. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
- 3. 3 Customer Support Executive – Customer Support – Citigroup Global Services January 2007 – August 2007 Job Profile Escalation Handling. When appropriate, initiate calls to customers to answer questions and resolve issues. Serve as the single point of resolution for the customer and assist with product information, site navigation, balance enquiry, transfers of balance and other CC related issues. Provide feedback to managers regarding necessary changes and updates (including upgrades, functionality and customer care issues). Senior Knowledge Associate – Customer One Contact Center – 3G Sales process September 2005 – November 2006 Job Profile Research, respond to and resolve service requests and customer inquiries via phone . Responsible for generating sales for the organization. Perform related duties as assigned. Achievements /Initiatives Awarded as the best Manager for consecutive 2 quarters for achieving all the set target and meeting the client expectations. Have done analysis on the missing product cases and provided the insight on the revenue leakage aspect through the medium of missing product which the customers are claiming. Started activity of capturing VOC from customers and sharing the insight on Service delivery with Flipkart on weekly basis and then ensuring regular follow –up on the closure of items feasible. Has been awarded as the best AM across all center of Spice from the CEO of the company for achieving lowest attrition rate for the site for consecutive 6 months. Got appreciation mail from the Sr.Operations Manager of Dishtv for achieving the sales target within timelines. EDUCATION B.Com from Mumbai University Year of Passing: March 2007 PERSONAL DETAILS Date of birth: 17th December 1981 Willingness to Travel: Yes Valid Passport: Yes