Tarkeshwari Maudgil
E-mail: [preferred contact]; Phone –98858 87070
Date of Birth: 28th October, 1981 Gender: Female
Objective:
To achieve professional excellence in the service industry and to utilize my learned competencies in man management and organizing skills to create a winning team.
Work Experience:
A total experience of 5 years, including 2+ years in leading teams of varied sizes in Banking (Operations) & Human Resource.
A) Organization : HSBC – Electronic Data Processing India Pvt. Ltd. Oct’ 02 – Jan’ 06
Assistant Manager Operations - (Credit Card Acquisitions) Visakhapatnam
Responsibilities:
Management
Ø To lead and motivate a team of 20 Customer Service Executives to ensure that each individual fulfills their potential.
Ø Handle all the escalated calls and provide excellent customer service and customer satisfaction, and ensure that the call does not get escalated any further.
Ø Have also handled a team of 12 Customer Service Executives for the HFC - Credit Card Customer Service process.
Process Migration
Ø Single handedly migrated the Credit Card Acquisitions process from the Business Area (UK). The 14-week onsite migration involved work transition for 20 FTEs with a daily transaction average of 175 each.
Ø Played a pivotal role in the 25-week transition of the Retail Acquisitions process. The 11 FTEs handle accounts worth a daily average of £9,62,500.
Ø Was involved in assessing and mapping the team’s skills/capability vis-à-vis assigning the new processes.
Ø Document all business area conference calls. Identify action items and track till closure.
Ø Prepare training plan along with division of Classroom training, hands on support and ISD.
Ø Handholding of the processes during initial stages of operation.
Ø Validate SLAs before the final sign off is done.
Ø Maintain relations with the Business Area and ensure that their needs are met.
Ø Drafting process flows and procedures and obtaining the sign off from the Business Area.
Process Management
Ø The team handled the setup of Credit Card accounts worth a daily average of £35,00,000.
Ø Ensure that the daily SLA’s are met with proper capacity planning and workflow management.
Ø Ensure deliverables are achieved as per the business requirements by effective people management and optimum utilization of resources.
Ø Establish and maintain effective succession plan across the team.
Ø Plan and execute process improvement initiatives
Ø Ensure highest quality of customer service, investigate complaints received in a timely manner and take appropriate steps to avoid the same in future.
Ø Quality checking the team’s work, enabling them to rectify their errors the same day.
Appraisal Management
Ø Review performances of team members on a regular basis.
Ø Ensure that the development plan in created for each employee and is also reviewed periodically.
Ø Ensure an appropriate holiday plan is put in place for the entire team and to ensure that all the leaves are utilized by the end of the year.
Ø All under performing staff are put on action plan.
Ø Coordinate the Reward & Recognition programs for the team & ensure that they are executed in a fair & transparent manner & have the desired impact on employee motivation.
Training
Ø Role also involves identification of training needs for the development of staff providing opportunities and timely escalation of day-to-day issues to the manger if any.
Ø Ensure effective cross training plan is put in place to eliminate operation risk and also to cover business needs where ever necessary.
Ø Create a pool of multi skilled talent, easily deployable across processes.
Section Call Coach:
Ø Trained 48 new recruits to handle out-bound calls on processes Returned Correspondence, Credit Card Acquisitions and Retail Acquisitions.
Ø Helped the teams in developing impressive and effective communication skills by identifying behavior styles, their impact on people, techniques of assertiveness, elements of vocal quality, listening skills, rapport building techniques etc.
Ø Conducted refresher call quality workshops for 29 CSEs.
Ø Provide quality call feedback to CSE’s on a fortnightly basis.
Ø Identify call-coaching requirements in the team and address them.
Ø Ensure that the CSEs follow all process related procedures on calls.
Team Coordinator
Ø Handled a team of 17 Customer Service Executives (Returned Correspondence) who made calls to customers all over the globe.
Ø Monitor the productivity and quality of the PEs on an individual basis
Ø Work coordination between HSBC Brentwood, Birmingham, Sheffield & Avon – UK Business Areas, along with Tranche 2 (Bangalore).
Ø Co-ordinate with my line manager in assigning queues according to the capacity.
Ø Collecting data on daily and monthly basis for the department as a whole, collating the same and reporting to higher levels.
Process Specialist
Ø Having been identified as a key resource for the RETCOR migration was involved in the planning and organizing the training schedules for new recruits.
Ø Motivating and guiding team members to achieve high quality standards during the training period as well as when the process achieved BAU (Business as Usual).
Ø Initiated and took responsibility to re-structure and develop on procedures. Also obtained approval for the same from the Business Area, which is now being implemented. This recorded a 23% reduction of errors within 2 months.
Ø Doing cross audit for other team members, enabling them to rectify their errors the same day.
Ø Responsible for documentation and escalation of errors to manager in charge.
Processing Executive
Ø Worked in an outbound calls process - RETCOR (Returned Correspondence), which requires investigations of returned items of correspondence, thereby tracing the customer and avoiding potential fraud.
Ø Have also learned and worked for the CHADD (Change of address) process and have also imparted the knowledge of the same to my colleagues.
Major Accomplishments
Ø Was awarded two ‘Make a Difference Award(s)’ for two value-add and customer service oriented measures, also resulting in a reduction of the FTE count by 2.5 for a 17 member team.
Ø Selected by the management to travel to the business area and migrate processes from the business area to the host country.
Ø Received a written appreciation from the Transition and Project Managers of HSBC - London for conducting a seamless migration of the Acquisitions process. Which has been highlighted in the hall of fame in the Indian office.
Ø Awarded 2 - Mf v (Managing for Value) team of the quarter awards for the first and the last quarter of 2004.
Ø Was awarded 3 ‘Best Performer’ Certificates for the Months of Dec’03, Jan’04 and Apr’04 for consistently recording over 200% productivity and 100% quality (since inception).
Ø Awarded with a ‘Certificate of Appreciation’ by the Senior Manager Operations – HDPI for contributing to the success of the “Let’s Open Doors events”.
Ø As the floor Audit Marshal, individually reported 55% floor findings in the month of February ’05.
Ø Appreciated for preparing a management information for the benefit senior management which helped them decide on changing the shift timings for better customer service and customer response, also resulting in saving HDPI an approx INR 2,00,000 p.a.
Ø In April 2005, the Customer Service Team (Tranche 2) cleared and recorded the highest inflow of calls - 32,300 prior to achieving BAU.
Ø Increased the RETCOR team production from an average of 18 up to 27 ensuring a 50% jump in production.
Ø Was recognized and certified for conceptualizing & organizing the event “La Fiesta”- a Cultural & Charity event organized for HDPI staff & their family. Groundwork done by me impacted the company’s cost line with an event cost saving of 35%, on a successfully organized event.
Ø Have prepared the capacity plan for the entire department a very helpful tool for the managers in planning and forecasting the capacity and also planning their capacity and available resources such that the work does not get affected and the SLAs are met every day.
Ø Was well appreciated by managers and peers for preparing process flow chart for all the process in the section, which is very helpful for the senior management and other managers to understand the working of the other processes.
B) Organization : MAFOI Management Consultant Hyderabad
Human Resource Coordinator Apr 2002–October 2002
Ø Recruitment.
Ø To plan and coordinate the manpower requirement.
Ø Handled processing of resumes received.
Ø Provide feedback to the candidates who have attended the Interviews.
Ø Coordinate and follow up with various clients HR’s for an update on the requisitions and number to be hired monthly.
Ø Reference Check for selected candidates.
Ø Take care of joining formalities of the candidates and Offer Letter roll out to the same.
Ø To conduct interviews by doing an accurate skill-set matching of the resumes received.
C) Organization : SB Communications. Hyderabad
Sales Coordinator Mar 2001–Mar 2002
Ø Coordinated with Customer Care team (5 Associates) and sales team (9Aassociates).
Ø Handled escalated customer queries related to various products.
Ø To ensure reports are passed to the main office on a timely manner regarding closed sales and the team’s agenda for the day.
Ø Expanded sales to include mass-market accounts.
Workshops Attended
Ø Five Week ‘Call Coach Accreditation’ workshop.
Ø Two-day workshop ‘Migration workshop’.
Ø Two-day workshop ‘Telephone English for Work’.
Ø One-day workshop ‘Process Techniques for Supervisors’.
Ø Two-day workshop ‘Leading and Managing People’.
Educational Qualifications
Ø PG Diploma in Information Technology from Sikkim & Manipal University in the year 2003.
Ø BSc (Computers) from Villa Marie Degree College in the year 2002.
Strengths
Ø My strengths lie in the analysis and understanding of situations, co-ordination and interaction with co-workers and concerned persons, proper communication and implementation.
Ø Highly flexible and can adapt to any situation and circumstances.
Ø Ability to lead people on large, multi-functional efforts.
(Tarkeshwari Maudgil)
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