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)