I take an analytical view of what is happening and work through the process by

trying various solutions. I work well independently or as a member of a team. I have

worked in fast-paced environments most of my life and am very goal oriented and
deadline-driven.
My strength is problem solving. I do whatever it takes to get the problem solved as
quickly and efficiently as possible.

With adequate preparation, the job interview "tell me about yourself"

question is your opportunity to set a positive note and excel in your
interview. For example, if you are an experienced sales professional, you
might want to begin like this: "I have been in the sales industry for over ten
years and in the last three years I have worked as Regional Sales Manager
for the Thames Valley catchment area. One of the most fulfilling aspects
about the job is overcoming initial client resistance through persuasion, and
offering clients tailored solutions that best meet their particular needs. I
enjoy the challenges and like developing good client relations and trust. In
the last year, I have increase turnover by 30%."

You can develop this further by touching on your strengths:

"My main strength is the ability to motivate teams and lead them to set
targets. I am at my best while working under pressure and faced with
challenges. I am able to achieve optimum results by delegating tasks
proactively, multi-tasking and planning ahead."

Finally wrap up by steering your introduction towards what you now want in
your career:

"I now wish to capitalize on my skills and experience within an organization

that values and nurtures its sales force, where I can make a positive
contribution, leading teams to significant results."

Sample Interview Reply For "Tell Me About Yourself"

"As you can tell from my resume, I have been deeply involved with Medicine since the past
10 years. Though I have always been interested in skin diseases, my interest in Dermatology
strongly developed during the second year of medical school, thanks to my splendid
professors, and ever since, most of my experiences have centered around this amazing
field.
My most recent experience has been working with Dr._ on his research about Melanoma,
which was recently published on_, where I played a critical part in making clinical
observations and diagnoses, evaluating data and literature review.
My chief strengths are my flair for diagnosing skin conditions, ability to develop great
rapport with patients and an aptitude for clinical research.
I am specifically looking for a residency program that has a good research track besides
strong clinical training, this is I applied to your residency program and I would love to hear
your take on the research opportunities here. "

AVP Operations
Quatrro BPO Solutions Pvt. Ltd.
Privately Held; Outsourcing/Offshoring industry
July 2006 – June 2010 (4 years)
• Lead all B2C partners engagements and the multiple support offerings
• Controlled the teams to meet key deliverables & customer experience, revenue and
profitability
• Managed accounts for revenue projection; invoice generations, pricing model, contractual,
and profitability aspects of the business
• Managed employee relations through skips and performance appraisals, incentives and
periodic reviews
• Carried out work force management and capacity planning based on the internally
forecasted business pipeline
• Conducted competitive analysis, potential partner relationships and their business
requirements
• Performed product demos to customers, evaluated tools and developed content for the
service platform

Manager Operations
Convergys India Services Pvt. Ltd.
Public Company; 10,001+ employees; CVG; Information Technology and Services industry
November 2005 – June 2006 (8 months)
• Managed group of Team Leaders and 100+ agents for key client deliverables of UK based
voice process.
• Administered shifts’ performance for smooth operations, communication across locations
and departments.
• Planned queue performance and agents’ productivity. In charge of roster, scheduling and
maximum seat utilization.
• Formulated and drove actionable to improve queue performance.

Senior Group Leader

Wipro BPO Solutions Pvt. Ltd.
Public Company; 10,001+ employees; WIT(NYSE); Information Technology and Services
industry
February 2001 – October 2005 (4 years 9 months)
• Headed group of Team Leaders and Team Facilitators for a major client. Managed
guidance and direction to team managers in order to maximize the effectiveness and
productivity of assigned teams.
• Mapped Service deliverable for 03 different business segments, responsible for successful
achievement of operational plans.
• Developed and coached leadership team through effective mentoring and training.
• Black Belt trained for carrying out vital projects on core metrics. Core team member for
COPC certification.
• Responsible for site level client interactions. Transitioned the Queue to new site.

Over eight years of call center experience in operations and administration

Green Belt and Lean (Six Sigma) Trained and Tested with over 7 years of experience in operations,
process management, quality and team management in the BPO industry.

In-depth understanding of business environments & ever changing business needs, change
management, capability to work with large & diverse skillset, performance management, executional
capabilities at strategic & tactical levels & adaptability in diverse environments.

Summary
Talented and successful business and operations management leader. Expert at operations,
and personnel to develop profitable strategies to enhance business objectives. Skilled at
bringing consistent improvements to the business model to further operations/revenue
growth. A consummate team builder and team member who can motivate and inspire others
to attain corporate success through personal development.

Project & migration management experience

Strong team management experience.
Successful implementation of re-engineering projects based on 6-sigma methodology.
Transition, consolidation & standardization of technical processes from remote locations.
Key interface for building & sustaining customer relationships.
Exposed to a Global Work Environment – Have worked with UK & US Clients extensively.
Ability to think strategically and translate strategy into action plans.
Handling and maintaining diversified development teams
Project planning

ITIL Foundation Certified, hands on experience on COPC & Six Sigma projects & PMP trained.

Specialties
Operations Management • Sales Development • Strategic Planning • New Business
Development • Operational Excellence • Continuous Process Improvement • Revenue
Growth • Client Relationships
Profit/Loss Accountability • Vendor Relationship Management • Employee Relations

of Vice President
Wipro Ltd
Information Technology and Services industry
November 2002 – Present (8 years 3 months)
Heading Tech Support Business Unit comprising of Technology, Telecom & ISP horizontal -
the single largest service delivery group in Wipro BPO with $110+ mil in revenue & 8500+
people.
Responsible for :
Revenues & profitability
Creating new business opportunities
Strategies for future
Creating & implementing futuristic business & service delivery models
Talent retention & development
Business Continuity planning

Joined WBPO in Nov 02 as Sr. Manager Operations. Handled various operational

responsibilities in tech support domain before being promoted as Associate Vice President in
2003.

Elevated to position of General Manager in 2005. As GM was responsible for handling large
client engagements supporting multiple tech processes for computer manufacturers,
software manufacturers and telecom customers within Wipro. The role demanded extensive
understanding of commercial & strategic aspects to drive performance & profitability along
with excellent people management skills.

My core strength lies in turning around processes & ailing accounts to create business
opportunities. The key contributions during two years tenure as GM were to turnaround 4
accounts from a state of non-performance to Best of Breed.

In 2007 I was challenged to take on absolutely different responsibilities within the

organization to drive efficiency & standardization across Voice processes. This lead to
creation of Center of Excellence for Tech Support with direct reporting to CEO.

As a Vice President, the mandate was to create a mechanism of "Wipro Way" of running the
BPO operations & create a business model to have a standardized approach with least
variation in performance & skillset across similar processes & locations.
Single largest success during this period was to turn-around a Tech support account of 600
people. Eventually I was able to grow this account to largest account within BPO (and one of
top 5 accounts in Wipro) with 6500+ people currently.
PMI certified Project Management professional with expertise in directing and implementing
highly complex projects that build/optimize organizational processes and measurement
systems to maximize business results for service organizations worldwide, including
manufacturing, telecom and retail industries.

• Significant experience in developing and maintaining a process based on a Technical

helpdesk with diverse deliverables like First Time Resolution, Survey Mechanism, Quality
control systems.
• 6 Years of mentoring and managing employees at various levels from associate to
managers in Technical Helpdesk processes.
• Interacting with clients at various levels from L2 trainers to directors (especially for US
based clients).
• Analyzing key processes and recommending changes in Wipro and client processes while
keeping in mind changing market environment.
• Managing teams in a multi location environment.

XYZ BPO, Richmond, VA (2005-Present)

Manager Operations
 • Monitoring and controlling the routine activities in operations
• Reviewing the reports by assistant managers and preparing the feedback
• Conducting daily meetings with the assistant managers and discussing about their report statistics and the
respective feedback
• Setting targets for assistant managers as well as motivating them to achieve those targets
• Contacting the administration department to ensure smoothness in the departmental services
• Reporting to senior management about the periodic updating and exceptional grievances in operations

Summary:
9+ years of total work experience in diversified fields and operation.
5. 5+ years of Project Management/ Operations Management/ Transition/ Client Servicing &
Team Management.

Experience:
TRINUS Technologies Pvt. Ltd
Jul 07 Present
Operations/ Project Manager (Client Servicing, Project Management and Recruitment &
Third-Party Marketing/ Sr. Team Leader)

Head of India Operations (Recruitment & Marketing).

Job Profile
Lead the planning and implementation of process migrations including coordination and
transition of internal processes primarily from US locations to the Mumbai site includes
process mapping and documentation, estimation of staffing needs, training timeframes, IT
specifications, escalation procedures, disaster recovery planning, etc.
Transitioned Recruitment & Third Party Marketing Project in Phase II from Glendale CSC to
Mumbai CSC as it was at the 15% stage of knowledge transfer without IT setup and Level
Agreements decided.
Transitioned and implemented the complete project for smooth Go-live and with adherence
to complete compliance policies.
Played an integral part in the decision making project of SLA, OLA, KPI and TAT.
Currently handling a team of 5 recruiters and 9 third party marketing executives.
Working on the project flow and project improvement on daily basis.
Managing client servicing and handling over all client satisfaction.
Working closely with the onshore team in making the project grow and getting 100%
productivity.
Handling a team of project designers in making new project plans for the growth of the
organization.
Over all handling the operations at an Upper Mid Level position.
Cross checking HRMIS on daily basis which is made by the Team Leader.
Handling performance charts and targets on a close level.
Taking performance meeting of the Team Members to make sure their performance is
meeting the expectations.
Coaching and mentoring the teams regularly and taking management decisions in absence
of the General Manager.
Sole point of contact for our clients on various project on production support and making
sure the deliverables are on time and SLA met.
Handled project management role on various implementations for our clients, worked on the
Contract Agreements and in deciding KRA and KPI.
Currently handling 3 direct client LA County, Kforce Inc. & Structured Networks.
Representing Trinus as a single point of contact for the clients specific recruitment needs on
various IT skills.
Generated multiple client leads and played a crucial part in materializing it to our potential
business.
Reporting to the General Manager.

Hewitt Associates/ Exult Client Services Mar 04 Jul 07

Client Services -Team Developer.

Project Handled Wachovia RAVE.

Job profile
tansitioned Wachovia RAVE project from The Woodlands CSC to Mumbai CSC.
Wachovia RAVE includes 7 different projects with different SLAs.
Collectively deciding the Project Description, SOP, KPI, SLA and OLA.
Taking control of SLA Stakeholders Agreement, Approvals and Sign-Offs and Review Meeting
Dates.
Creating and implementing performance measuring plan. (Accuracy, Timeliness &
Productivity).
Handling client servicing on the basis on daily transactions and reporting to the client on
weekly calls.
Worked closely with client on improving the project on various grounds.
Liasioning between Onshore and Offshore Centers in taking project growth decisions.
Taking weekly calls with onshore team in making the project grow and getting 100%
productivity.
Making sure the team targets are met and Accuracy is maintained.
Timely feedback to individuals and discussing team figures in the MOM (Management
Operations Meeting).
Lead the team to success and obtaining Star of the Month for delivering 100% Utilization
and Team Performance for the quarter.

Project Handled Cintas.

Single handedly transitioned and handled the project. Designed and implemented the
reports and metrics for a complexed and vast employee data maintenance project.
Decided SLAs and KPIs for the project in coordination with the client.
Got Star of the Month award for the month of September05 for handling the project at its
best with no errors and all SLAs met at all times.
Got multiple appreciations from the client as to the optimum performance displayed and
with complete client satisfaction.
Single handedly managed 23 different types of projects, started with 3 grew up to 23 within
8-9 months of continuous effort and performance.
Project Handled Recruitment.
Job Profile
Onsite transitioning of a 6 FTE

Wipro Spectra Mind Services Pvt Ltd Dec 02 Jan 04

Project Microsoft.

Vivek Agnihotri Creates. 2000 2002

Associate Director/ Editor.

Rich and insightful experience of over 8 years across Operations Management. Proven skills
in managing teams to work in sync with the corporate set parameters & motivating them for
achieving business and individual goals. Since Jun07 with Pacesetters Business Solutions
Pvt. Ltd., Mumbai and currently designated as Service Delivery Manager. A keen strategist
with expertise in managing with key focus on profitability by ensuring optimal utilization of
resources. Skills in developing relationships with key decision-makers in the organizations
for revenue. Adeptness in expanding the revenue base in the market. Ensured successful
ramp up of business assignments; while working with vendor & ensuring effective service
deliverables. Proficient in developing & streamlining systems with proven ability to enhance
operational effectiveness and meet operational goals within the cost, time & quality
parameters. Proven track record of managing processes/ SOPs and streamlining workflow &
creating team work environment to enhance productivity informatively. Completed Six
Sigma Training and OPEX Blue Belt Training and Certified. Ensuring that the process
surpasses achievement of delivery & service quality norms for all valuable clients. Excellent
communication skills with proven abilities in customer relationship management & Team
Management.

Accomplished career growth & High-Performance Management Executive with experience of

over 22 years experience; inclusive of over 11 years in Operations, Business Transitions,
Project/ Process Management and Customer Relationship Management & Business
Development.
A visionary, with expertise in operations function entailing;
X Transitioning new processes and stabilizing the same for smooth operations.
X Implementing systems, migrating systems to upgraded versions to achieve maximum
efficiency in various operation; spearheading process improvement initiatives.
X Analyzing, sizing, and optimizing capacity to satisfy demand in a timely manner and at a
reasonable cost.
Expertise in managing & leading operations for a diverse set of customers from industry
verticals: Manufacturing, Retail, Financial Services, Airlines, etc.
Proficiency in developing a detailed project plan & scoreboard to monitor progress & flag
issues, train the new team & develop detailed procedures, flowcharts as well as develop a
measurement framework to smoothen the process.
Skills in interfacing with clients, cultivating relations with them for securing repeat business
and ensuring quality delivery of services as per the SLA.
Prudent, disciplined & self motivated with excellent interpersonal, communication &
organizational skills with proven abilities in team management, customer relationship
management & effective crisis management.

COMPETENCIES OVERVIEW

Project Management Process & Systems Management Operations & Quality

Business Excellence Process Improvement Relationship Management
As-Is/ To-Be Analysis Transition Management Process Migration
Training/ Skill Development Crisis Management SLA Management
Data Analysis Lean Implementation Operational Reviews
Escalations Capacity Planning Team Management

Dynamic and proactive professional with indepth experience in customer service, operations
and vendor management.
Credited for transitioning the agent contracting process to an outsourced vendor. Was a part
of the project core team and contributed significantly in design of the new systems.
Proven track record of over 90% in meeting TAT as defined by the organization. This was
achieved by training key stakeholders and ensuring a steady flow of communication to
ensure discrepancies were resolved.
Exceptional planning, execution and interpersonal skills having good analytical approach.
Played a significant role in garnering long term relationships with vendors and financial
institutions.
Team player with the ability to balance high-level skills with maximum productivity under
tight delivery deadlines.
Exceptional analytical and conflict resolving skills. Superior communication skills.
Solutions oriented approach with excellent relationship skills, successfully and consistently
delivering the responsibilities of customer satisfaction.

Resume
My forte is in the CRM division, managing large operations teams comprising both voice and
data.

SNAPSHOT

In my current role, I am responsible to lead projects (voice & back office). Worked in the
space of BPO operations for multiple domains. Lead, manage, inspire and motivate a team
of Team Managers and Deputy Managers to deliver a best in class customer experience and
operational efficiency through effective performance and resource management.

EMPLOYMENT FEATURES
July09 onwards
Senior Manager Operations, (US financial process- Inbound Voice and Data)
IBM Daksh For a US financial process:
Leading a team of 150-200

Aug 07- July 09

Manager Operations (UK ISP Inbound voice)
IBM Daksh For a UK ISP process
Leading a team of 200-250

OPERATIONS MANAGEMENT ROLES AND RESPONSIBILITIES

Manpower and capacity planning, forecasting, scheduling and staffing.

Manage CSAT, internal and external quality, employee satisfaction, compliance based on
statutory needs.
Billing to the client, revenue and GP enhancement, managing budgets, complete P&L for the
process.
Meet and manage service level agreements.
Hire, train and maintain the high quality team and client specified quality requirements
Build skills needed to execute the required responsibilities
Establish and expand relationships with key individuals. Manage client relationships, client
visits etc.
Working on cost metrics
Make contributions to knowledge capital, new solutions and services
Creation and monitoring of operational metrics
Escalate and resolve issues related to service delivery with the client
Drive process improvement and identify opportunities and work with the client on
implementation of solutions to continuously improve the process.

Oct 03- July 07 (Vertex India)

Manager Operations (UK telecom Inbound voice)

Vertex India (Oct 03- Feb 05)

Assistant Manager Operations
UK Utility process- Inbound voice/ Data

Successfully handled team of 30 associates and responsible for various technical and quality
parameters pertinent to the process.
Strategic planning in conjunction with the business requirements in terms of staff
availability, project specifications.
Mentoring, coaching and to maximize and optimize manpower resources. Working closely
with the team to help support employee retention.
Maintain low attrition and effective retention efforts.

Mar05 till May 05

Assistant Manager Operations
UK travel process- Inbound voice/ Data
Involved in process migration (offshore) with emphasis on procedural, technical and quality
aspects. The role entailed defining selection procedures, recruiting agents/ Quality coaches
and subsequently imparting training to them.

June 05- March 07

Assistant Manager Operations
UK telecom- Inbound voice
Involved in process migration with emphasis on procedural, technical and quality aspects.
The role entailed defining selection procedures, recruiting agents/ Quality coaches and
subsequently imparting training to them. The migration involved a three months stay in the
UK working on the POC (proof of concept) with the client. It involved extensive calibrations
on the quality expected by the end customer and the client. Understanding of systems,
operational functions, contractual service level agreements were regular features of
discussions during the stay. Later I was involved in setting up the business in India, ramp
ups, streamlining of various functions etc.
Also successfully handled team of 30 associates and responsible for various technical and
quality parameters pertinent to the process.
Strategic planning in conjunction with the business requirements in terms of staff
availability, project specifications.
Mentoring, coaching and to maximize and optimize manpower resources. Working closely
with the team to help support employee retention.

Maintain low attrition by applying effective and strategic retention efforts.

April 07- July 07

Manager Operations
UK telecom- Inbound voice

Manpower and resource planning on a daily basis.

Conducting Appraisals for both the bonus and increment cycles and is conducted twice a
year respectively.
Regular conferences with the client.
Mentoring, coaching and to maximize and optimize manpower resources.
As Manager Operations managing the floor to ensure service levels are met on a daily basis.
Also cross functioning with operations in the UK and transitions.
Organising and conducting on the Job Training and refresher Training.
Make sure optimum discipline is maintained across all levels and help sustain motivation
levels on the floor.

Resume

A level headed result driven professional, with 13 years experience in Product, Process and
People Management, in customer centric but diverse functions (Finance, Supply Chain &
HR). My key strengths: my straight forward & simplistic approach to all opportunities faced,
while being assertive and perseverant
Begun my career as a Front Office Assistant in a 3 star Hotel, this place should be credited
with laying the foundation for my Customer Skills. Worked with Apex Laboratories as a
Medical Representative responsible for the promotion and sales of a plethora of medical
products in a wide spread territory, alongside my graduation studies in Arts. In 2 years, was
recruited by Novartis, an exception to their HR policy of recruiting only science graduates.

Arrived on the BPO scene in 2002 and went on to become the Operations Manager in
Mphasis for a Banking Customer Collections process within 2 years, overall accountability for
150 Heads. During this period, was instrumental in developing a winning work culture and
steady operations through Solution Support and robust SLA definition. Also developed the
QA process and introduced performance management driven by Stack Ranking Scorecards

As the Area Manager (Dell), leading its Order processing silo with over 100 heads, worked on
steadying and simplifying the existing processes. One of the key results: 59% improvement
in productivity. Also lead the Financial Leasing process, where the turnaround time for
documentation improved by 40%

Currently working with Accenture, managing their HR backend operations, have improved
the SLA delivery from 60% to 98% for Background Check in less than 12 months a first for
the process while helping fix the Document collection process to improve First Time Right to
almost 100%.

Resume
Over 8 years of extensive experience in Collection Ventures, Sales, Strategic Management,
Business Development and Operations.
Successfully handled operational floor of approx. 75 agents with 6 Team Leaders.
A thorough professional with a proactive attitude and proven track record in imparting
training to Operations & Call Centre team by using learning theories & instructional
strategies.

Resume

OBJECTIVE
To excel in the field of Customer Service and surpass Professional and Personal benchmarks,
exceedingly well.
EXPERIENCE
6th August. 2001 11th July 2010 Idea Cellular Ltd.
Formerly known as AT&T, Idea is the 3rd largest GSM company in India

Sr. Manager Head Postpaid Retentions - Feb 2010- July 2010

Handled overall Circle Postpaid Retention
Controlled Churn with offering various plans and empowerments which help reduce churn to
an all time low of 1. 98%
Managed the Customer Life cycle Management which took care of Voluntary and Involuntary
Churn. This was an Outbound process which was manned by 30 agents
Welcome call and Welcome letter was also part of the CLCM activity
Effectively reduced Zero usage with usage enhancement tools which helped improve
Revenue.
With the onset of MNP, base segmentation done based on ARPU and ARR and thereafter
strategic planning implemented
Customer profiling done based on AON and monthly ARPU
Initiated ways of improving CPV negatives cases which had its impact on overall Churn
Segmented approach done for reducing Churn which looked at Enterprise and Retail base
separately
Handled the loyalty base with the lowest churn
Involuntary churn- Time based and Value based were tracked and analyzed which looked at
Bill cycle and AON separately
Dunning-> Temporary disconnection-> customer churnall stages of customer cycle analysis
done with appropriate intervention.
Actively involved with ISO preparation for all affected processes.
Sr. Manager Prepaid Service Provisioning August 2009- Jan 2010
Monitored the complete prepaid provisioning activity which dealt with provisioning the sim
cards for use in the market.
Ensured that prepaid cards which were expired in the market were deleted in time so as to
arrange for fresh stock in the market. This was done keeping in mind the crunch for new
series.
Provisioned approximately 9 lakh cards per month with the highest record being 11 lakh
cards provisioned in 21 days.
Handled the barring and unbarring activity for prepaid documentation.
Actively involved in the CRM project for Number Management system.

Manager- Prepaid Customer Satisfaction Jan 2008- July 2009

TNS is the world's largest Custom Market Research specialists and all our surveys were done
through TNS. Quarterly reports shared which had Idea jump between the No. 1 and 2
positions.
Prepaid complaints were analyzed with Root cause so as to eradicate the errors.
Reduced prepaid complaints from 6. 15% to 3. 95% i. e. reductions of approximately 1800
complaints.
Corrected process gaps with the view of improving the process which would help improve
CSAT scores
Prepared a complete VAS matrix which comprised of all products, description, its working,
key deliverables and pricing.
Completed Yellow Belt project on Reduction of VAS calls at the Prepaid call center
Succesffully completed and ceritified as Green Belt

Manager- Customer Care Feb 2005- Jan 2008

Customers expect consistent quality of customer service, with a similar, familiar look and
feel whenever and however they contact the company.
Handled both Postpaid and Prepaid Call center.
Setup of Escalation desk to ensure Quality close looping.
Initiated Repeat call analysis.
Improved customer service to external customers with increased quality and better
communication which was a key factor.
Equal efforts were made in attracting, motivating and retaining employees as is made for
customers, ultimately delivering improved key parameters.
Improved processes which had to be tailor made as per customers requirement which
empowered employees to be able to resolve the complaints swiftly, possibly enhancing the
customers perception of the company.
Establish mechanisms to ensure enhancement in the overall productivity, volume and
competence levels of the voice division through strategic interventions.
Identified opportunity for growth of the product and participated in project transitions.

Team Leader- Customer Care- Feb 2003- Dec 2004

Handled a team of 80 agents
Supervised and coordinated activities of Customer Care Representatives to maximize
consumer satisfaction, customer loyalty, performance metrics and quality.
Monitored team members customer contacts to observe employees demeanor, technical
accuracy and conformity to company quality standards, policies, and procedures and
provided coaching, guidance, and development to improve or advance performance.
Maintained employee files and generated representatives performance reviews.
Handled escalated complaints from subordinates
Resolved customer queries on phone and handled walk-in customer service issues, ranging
from bill disputes to handset concerns.