Hi,desparetly seeking job in Dubai UAE alrdy brother working in Dubai.

MANISH MEHRA

Address: X 1502, Street No 6,
Rajgarh Colony, New Delhi, India - 110031
Hand Phone: 0091-9810841119
E-Mail: [email removed]

Summary:-

Sr. Operations Executive with 5 years of call centre operations experience (Insurance and Telecom) and proven ability to develop business under any circumstances.
Strengths include:
Ø Leadership skills.
Ø In-depth practical and industry knowledge of Insurance & Telecom.
Ø Analytical thinking and problem solving.
Ø Excellent Oral and Written Communication.

I am looking for gainful work experience with the organization, which shall enable me to utilize my skills and experience extensively for the growth of the organization.

Work experience: Over 5 years of Experience in operations of back office/Call centre

Company - Aviva Life Insurance Pvt. Ltd. -Feb 2007 to date

Designation- Executive- Operations (Regional Processing Centre)
Portfolio- RPC North New Business.

Key Job Responsibilities:
Ø Handling team responsible for Scrutinizing New Business proposals and to ensure that established Company procedures are compiled with in a consistent manner, and contribute to the introduction of improvements whenever possible.
Ø Implement and maintain agreed quality and quantity controls, which will aid pro – active management and the anticipation of problems.
Ø Closely coordinating with Quality Team to prepare monthly Dash Board on processes and find out ways to improve TAT & Accuracy levels of the processes and processors and implement the same
Ø Individually handling the data entry team and Scanning team responsible for scanning and doing entries for physical forms received from respective Branches.
Ø Responsible for Measuring Productivity for the Team.
Ø Work closely with the operations management team to assist in the development of the function’s strategy and key processes imparting the customer service area.
Ø Handling Issuance of New Group (Corporate) policy.
Ø Making follow ups to fulfill the document requirements as per guidelines for scrutiny of new business with CSM.
Ø Coordinating with Actuaries for generating quotes for Renewal providing required data to them.
Ø Publishing MIS weekly and monthly basis for New Business, Renewals, Joiners and Leavers SA and premium collected.
Ø Maintaining Stamps pay out MIS for New Business, Renewals, Joiners and Leavers on SA.
Ø Maintaining banking details for all policies coordinating with Finance for there credit confirmation.

Achievements:
Ø Successfully Completed Yellow Belt Project in controlling TAT for Branches to Operation (For Policy Creation)

Company - Call 2 Connect Pvt. Ltd. - Aug 2005 to Feb 2007

Designation-Team Leader.
Portfolio- Prepaid UP-West VAS and Non Voice Complaints. (Airtel)

Key Job Responsibilities:
Ø Handling team responsible for resolving Non-Voice complaints for AIRTEL GSM (Prepaid & Postpaid Complaints)
Ø Effectively handling Prepaid QRC,VAS UWQ ,IVR cases, Prepaid &Postpaid SMS Data(121), Email cases, Provisioning of VAS, Cases from Zones, Close looping,
Ø Responsible for handling all VAS Activation, Deactivation and troubleshooting requests.
Ø Ensuring that the required SLA’s kept by the client are met, mentoring and providing constructive feedback to agents.
Ø Also responsible for handling all types of escalations from Dealers and Franchise.
Ø To maintain the CSI scores.
Ø Making MIS on daily basis and responsible for Improving MTTR (Mean Time to Repair) and Daily Fault Rate within shortest possible time with full customer satisfaction.
Ø Maintaining the CSAT rate and CAR scores by giving the best possible resolution with in the SLA kept by client.
Ø Actively involved in team management and floor management.
Ø Successfully handling team briefing there by ensuring proper flows of information among the team members.
Ø Effectively coordinate and escalate the unresolved complaints to the respective departments.
Ø Interact with client coordinators for process related issues.
Ø Responsible for monitoring team performance through timely feedbacks.
Ø Maintain control of qualitative and quantitative productivity of team individuals.

Company - Tata Teleservices (Outsource) - Aug 2004 to Aug 2005.

Designation: Team Leader (Operation STM)

Key Job Responsibilities:

Complaint Management
Ø Handling team responsible for resolving technical and non-technical complaints for CDMA Mobiles and Fixed Wireless Phone.
Ø Responsible for handling ESN change requests for CDMA Mobiles and Fixed .Wireless Phone.
Ø Responsible for Reactivation(s) of Fixed Wireless and Truepaid Phones.
Liaison Management
Ø Liaison and Coordinate with various Departments, CC, Switch, OMC (operation and maintenance cell), IN operations for resolution of the complaints.
Ø Also responsible for handling all types of escalations from Dealers and Franchise.
Turnkey Dealer Help line Management
Ø Dealer access point for resolution of their queries & complaints
Ø Single window resolution of complaints
Ø Knowledge of Software tools:
Ø Oracle CRM: For all customer databases.
Ø POS: Used for CAF entries for new subscribers.
Ø IN Platform: To used for Account Information

Achievement:
Ø Was key contributor to the successful setup of the prepaid call centre and backend at launch for Delhi.

Company - Bharti Infotrac Ltd (Teletech India) - June 2003 to August 2004

Designation: Customer Care Associate (Inbound Operation)

Key Job Responsibilities:
Ø Responsible for handling the queries and complaints of Airtel Magic card subscriber.
Ø Also handled the knowledge and escalation desk for six months.
Ø Also responsible for handling all types of escalated cases.

Achievement:
Ø Won Quality Awards, Become Shooting Star and also won for Zero% absentism, and also given opportunity to manage floors on crisis.

Educational Qualification:
Ø B.Com (pass) from University of Delhi in 2002.
Ø Passed higher secondary from W.B.B.H.S.E in 1998.
Ø Passed secondary from W.B.B.H.S.E in 1996

Computer Literacy:
Ø Basic knowledge of computers.

Personal Details:
Nationality : Indian
Father’s name : Mr. Rajen Mehra
Date of birth : 6th November 1979
Marital Status : Single
Passport No. : ?????

Reference:
References can be submitted on request.

Manish Mehra 17 Sep 2008, 07:47 - Report