Rohini Singh-Aroza

Ghostwriter

Voice Actor

I can translate easily English to Hindi/Marathi. I can also help with Audio work. I can talk in Male and Female voice too. So if required can do Book Reading audio too in both voices. I can also work on Data Entry Job.


PROFESSIONAL
Operation Manager In bound and Out Bound
A “Performance Driven Professional” bringing in noble business acumen and record of achievements developed
in more than 14 years of career. Exposure to inbound/outbound calls, Due Diligence, CCCI, FTEs, seat count,
call recording, operation management PAN India inbound and out-bound teams, CSAT, NPS, quality
management and developments.
Operations Management | Customer Retention | Project Management | Team Management | Quality | Account
Management

EMPLOYMENT RECITAL
TRAININGS & CERTIFICATIONS
CLSSGB - Certified Lean Six Sigma Green Belt
CLSSBB - Certified Lean Six Sigma Black Belt
Certified Prince 2 Foundation
Certified Prince 2 Practitioner
CBTL – Certified BPO Team Leader
CBQA – Certified BPO Quality Analyst
AIRS – Advanced Internet Recruiting Strategies –
• PRC – Professional Recruiter Certification
• CIR – Certified Internet Recruiter
Certified Behavioral Interviews
Handled 3 Transitions and 4 Projects (Saved $338000/year and added hours/clients and FTE)
Out Bound Learning
Email Etiquettes
Stellar Service
Customer Service Essentials Workshop
PMP Certification (Ongoing)

Dec’2018 – Feb’2020 : Assistant Manager, ADP Health & Welfare
ADP Collaboration with a leading global pharmaceutical in the United States by providing patient
services inbound/outbound calls. Increase patient adherence by 30% and deliver personalized customer
experiences based on patient segmentation analysis and insights from patient interactions.
Accountabilities:
 Budgeting
 Due Diligence
 Scope agreement (SOW)
 Volume trending, capacity planning, shift utilization, FTE calculation
 Knowledge Transfer from The United States of America
 120+ FTEs knowledge transferred to India
 Go Live, post go live process stabilization
 Baseline
 Daily status calls
 Drive weekly and monthly Governance calls
 Lean project for the Inbound Team and Outbound Team
 Collaborate with internal teams, design, development trainings for teams to meet Patients and Clients
expectation
 Audit weekly/daily team productivity
 Ensure daily workflow checks and prioritization of work as per TAT supervised by Team Leads
 Resource planning to get them cross trained within multiple functions
 Reviewing weekly team stats to maintain consistency in performance
 Cascade and manage transition deadline's and process flow's
 Implement and present progress update documents for all areas/new transitions
 Review and propose KPI change's as per process developments and requirements
 Define and manage group/Team structures to support business needs
 Reviewing process and people impact on new transition's / cross skilling and propose business effective
solutions
Sep’18 - Nov’18: Assistant Manager, ADP RPO - The Right Thing
Accountabilities:
 Participate in Due Diligence from Operations
 Understand define scope as part of Operations
 Understand Volume trending, capacity planning, shift utilization, FTE calculation
 Knowledge Transfer from The United States of America
 In total 300+ FTEs work transferred to India
 Go Live, post go live process stabilization within 3 months.
 Baseline
 Drive and improve CSAT and Quality SL’s
 Review and approve the sampling strategy as per the business requirement
 Decide on the Internal and External Calibration process and variance target
 Review and approve the Quality Standard Document
 Work closely for VOC/NPS and design a plan to improve and do better
 Deploy various standard Quality framework
 Liaise with the Business Unit (BU)/clients & train the new team members
 Help the team members to shape their career as per their interest
 Engage all the team members in various activities i.e. CSR/Medha
 Conduct interviews
 Mentored 6 team members for the Trainer role
Mar’14 - Aug’18: Worked as Sr. Quality Analyst, ADP RPO - The Right Thing
Accountabilities:
 Streamline the process as it’s a Pilot team
 Liaise with the Business Unit (BU)/clients & made the training successful for all the 3 waves
 Conduct interviews to evaluate candidates on the Voice front
 Monitor Voice-calls for 110 team members & providing feedback on escalation calls
 Identify pain points/ Areas of concerns through the quality evaluations and prepare Training Need analysis
report each month
 Prepare Monthly Quality Dashboard
 Heading the Innovation focus group for the process
 Worked on various presentation for Senior Leadership meetings
 Shrinkage management as per forecast allowances
 Client communication and reports to share department performance and productivity
 Weekly forecasting and resource planning for respective department
 Weekly /Monthly review to assess TAT set by client and propose changes when required
 Weekly/monthly review of SLA delivery
 Reviewing quality of new hires in the department and effect on quality and productivity
 Communication and update recruitment and HR on new requirements and assessing quality of new hires
 Planning Training and development courses for top performers
 Mentored 17 team members and trained them for the QA role
 Worked on 42 clients & certified AIRS for “CIR & PRC”
 Created an effective Quality Audit sheet that helped in meeting TNPS goals
Jan’13 – Feb’14: Worked as Sr. Quality Analyst Voice & Data, ADP Retirement Services
Accountabilities:
 Created multiple back-ups by cross training teams
 Performance review and strategize plans
 Propose plans to Clients and Operation team
 Provided product development plans; set schedules and budgeted resources; monitored activities to drive
progress
 Addressed all operational issues and client complaints in a proactive and diligent manner; focused on
providing prompt and effective resolutions to drive customer satisfaction
 Plan of action for Teams who missed targets
 Process Improvement
Apr’11 - Dec’12: Worked as Quality Analyst, ADP Retirement Services
Accountabilities:
 Daily Status reports, Weekly Status Reports, Monthly Status Reports
 Managed Call center MIS
 Call Audits
 Coached multiple teams of In-bound
 Innovation to meet client expectation and set target.
 Performance management report
Feb’08 - Mar’11: Worked as Senior Customer Service Analyst, ADP Retirement Services
Accountabilities:
 Maintained AHT, Call Quality, Customer Satisfaction, Service Level, Call Coding as per the targets
specified
 Efficiently handled escalations and resolved customer issues to their best satisfaction levels
 I have been presented with at least 8 Wow Calls and 1 Quality Award on a month on month basis
 I have also received direct Participant appreciations and internal appreciations from the KSR department
 I have received e-recognitions of Client Focus from Kimberly White, Sr. Director, Off shore Operations
Oct’05 - Nov’07: Worked as Senior associate, Wipro BPO
Accountabilities:
 Handled inbound calls
 Handled Escalation, Retention and Agent Education Calls
 Marking attendance and maintaining SLA’s
 Monitored agent’s calls for quality
 I have had the opportunity to manage 2 batches of OJT (On Job Training) as a Floor-Walker and have
managed a production Team as an Acting Team Leader.
SCHOLASTICS
Qualification Institution
 Bachelor of Commerce  MESNDC
 Higher Secondary Certificate (Commerce)  National Sarvodaya College
 Secondary School Certificate  Sadhu Vaswani High School

PS: The above-mentioned information is factual to the best of my knowledge and further on request relevant
supporting documents can be provided.
Sincerely yours,
(Rohini Singh-Aroza)
Categories
Content Types
Script
More Information
MESNDC, BCOM
Simplilearn, Prince2 Practitioner
Pune, Maharashtra, India|English, Hindi, Marathi
Publications
N/A

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