Ayan Bose

Plot No. D-63/64, House No. FF-101,

Vishwakarma Colony, Near Pul Prahladpur,

New Delhi – 110 044.

Email:

My Online Profile:

Contact #: 99109-07892, 011-26366320.

Birth date: July 9th ‘1975

OBJECTIVE

To leverage and develop accumulated knowledge to collaborate with the goal of the organization in a challenging environment with scope authority and resources. To ensure that personal goals are in sync with company goals for a dynamic and challenging career in your organization. To have professional growth while making positive contribution towards your organization.

PROFESSIONAL EXPERIENCE

HCL Technologies BPO Services Ltd. January 2008 till Date

Role:

 Working as Process Manager.

 Reporting to Operations Cluster Lead (AVP).

Responsibilities:

  1. Leading a team of 70 advisors and 4 Team Leads to resolve billing and services enquiries and complaints from end users of British Telecom, a leading telecom service provider in UK.
  2. Interfacing with Quality team, Operations Support and Training team and BU heads to solve problems which will increase customer satisfaction.
  3. To develop strategies to meet business requirements for all SLAs.
  4. Manage the team to achieve customer satisfaction while resolving customer issues related to orders, products and services.
  5. Workforce planning as per forecasting from WFM.
  6. To control attrition and absenteeism within team.
  7. Reviewing performance management for all tiers of agents with the team leaders to improve the stats of bottom and mid performing agents and maintain stats for high performing agents.
  8. Developing a highly skilled and motivated team to achieve the daily, weekly and monthly targets of SLAs.
  9. Performing annual appraisals for Team Leads and bi-annual appraisals for agents.
  10. Periodic reviews with cluster lead and client for all operational and functional KRAs.
  11. Identifying employee issues and co-ordinate with support teams to resolve.
  12. Identifying training need improvements for subordinates and coordinating training schedules.
  13. Micro Succession planning in team to identify and develop individuals in key positions within department as per PCMM.

Role:

 Worked as Process Manager SME Team.

 Reported to Cluster Lead (AVP).

Responsibilities Undertaken:

  1. Took care of the SME Team with 4 Lead Coaches and 67 LET Coaches reporting to me.
  2. Sharing the Performance Dashboards on different metrics of the campaigns and having a weekly meeting to discuss an action plan with the cluster leads and Managers.
  3. Periodic reviews for Lead Coaches (SME Team Lead).
  4. Performing bi-annual appraisals for SMEs and annual appraisals for Lead Coaches.
  5. Micro succession planning in team to identify and develop individuals in key positions within department as per PCMM.
  6. Identifying training need improvements for SMEs and coordinating training schedules.
  7. To control attrition and absenteeism within team.
  8. Provide business intelligence through projects run on site and help meet business objectives for the business and client.

Role:

 Worked as Complaints Review Manager.

 Reported to Centre Head (GM).

Responsibilities Undertaken:

1. All High Level Complaints (Director’s Office and OFCOM Complaints) were dealt by my team to do an end to end RCA plus resolving the end user’s complaints to satisfaction as a part of Complaints Review team.

2. Weekly and bi-weekly client conference calls to discuss the performance on OFCOM and HLC complaints to review failures within site and share actions against the erring individuals on behalf of operations.

3. Identifying key learning from the complaints and rolling out briefing in site to ensure that the failures did not re-occur.

4. Auditing the process know-how and ensuring operations managers kept a tab on business compliance.

Achievements:

1. Successfully engineered and pioneered a team called Proactive Care Team to build up the bridge between different Offline and Online departments of BT. This project helped our site to see many new learning about other department’s procedures and thus helped our site to solve customer concerns effectively and efficiently. This project helped me increase the knowledge of Ops Teams about procedures not listed in the knowledgebase.

2. The PCT Team became the single point of contact in Noida site for all challenging concerns of customers which could not be resolved after being escalated 2 levels, hence could safely be termed as Customer Resolution Team on site.

3. BT Site Director gave me the opportunity of sharing my best practices of PCT team to replicate the same functionality in BT’s Aberdeen, Bangalore and Warrington site.

4. The PCT team was cited as SPOC for solving all OTELO / OFCOM Complaints for end user customers for BT. The path of the complaints was directly from the Center Head and was reported back to client directly (GM, CS Operations).

5. Was awarded the Highest Award from client (BT) called the CS Annual Award 2008-2009.

6. 2 GB Projects run on site which in turn helped in changing the Training Pack for all in BT Retail division visualizing the benefits out of the projects. One of the projects was identified for Challenge Cup held in UK in October 2009.

UHC India Limited March 2007 till January 2008

Role:

 Worked as Assistant Manager for Healthcare Business Services.

 Reported to Deputy Manager.

Responsibilities Undertaken:

1. Client interaction and client reporting about periodic performance and track records.

2. Setting goals for the team, and keeping a track of the performance driven factors.

3. Periodic meetings in 1 on 1s to know if any specific concerns are to be catered to with immediate effect. The information was used to ensure minimising the inefficiencies and driving performance.

4. Preparing team dashboards to keep members informed. Working towards people development with data driven scorecards.

5. Calibrations on the errors received from Audit Team in US. Error Review Sessions with team members to ensure that the error mapping were done.

Achievements:

1. Was named the Best Assistant Manager in 3rd Quarter for tremendous improvement for the process aligned to. The performance was marked by Quality and Production numbers way above the set targets. My team went live in the 2nd Quarter of the year.

2. Was given the award for the Best Team in the 4th Quarter of the year.

Applications handled:

  • Knowledgebase HTML based, Mainframe Access on Citrix Server, GUI CRM to complete Claim Adjudication again Citrix based, HTML Based Calibration Tool, Lotus Notes for Mail Access.

HCL Technologies BPO Services Ltd. December 2002 till March 2007

Role:

 Worked as a Team Leader for the BT Lease and Renting process.

 Reported to Process Manager.

Responsibilities Undertaken:

1. Worked as Team Leader for the process called BTLR (British Telecom Lease and Renting) from Feb 2005.

2. Handled a team of 23 members pertaining to their daily activity on the productivity floor.

3. I prepared MIS reports for the daily productivity and Daily analysis of the Quality and Quantity of work at a Cluster Level.

4. Presented a Weekly and a Monthly analysis to the Senior Managers and Service Delivery Leaders. The presentation would ideally include all the parameters of the process being met or not. The analysis would also include any action plans and Follow up, if in case, we were not able to meet some targets (SLAs). This analysis would include the ABC report, at a process level, for all the team members.

Role:

 Worked as a Campaign Trainer for the process.

 Reported to Cluster Lead.

Responsibilities Undertaken:

1. Scheduled training sessions for new hires and team leaders.

2. Imparted training to the trainees as per the Service Level Agreements of the client, British Telecom.

3. I kept in touch with the UK training team and the UK trainers to make sure that all the advisors in India were following the same procedures in accordance to their counterparts in UK contact centers.

4. Took care of the refresher trainings for the weaker advisors of the process.

5. Made weekly and daily reports to create development guidelines for the process.

Role:

 Worked as Senior Team Member for Paid My Bill campaign.

 Reported to Team Lead.

Responsibilities Undertaken:

1. Worked as Senior CSE for 8 months on a process called Paid My Bill. It was an inbound process, which was a part of Customer Services for Residential customers with BT phone lines.

Role:

 Worked as Customer Service Executive for BT Conferencing campaign.

 Reported to Team Lead.

Responsibilities Undertaken:

1. Worked for the process called British Telecom Conferencing, handling inbound calls as Customer Service Executive from UK Business customers who wished to book their conferencing calls on bridges.

2. Went to London for training plus transitioning of the process, called British Telecom Conferencing, for a period of 3 weeks.

3. Went through an extensive training of all the processes handled in different offices of BT Conferencing in UK.

4. I was a part of the team, involved in the implementation of the procedures learnt in UK for the process transitioned to India.

Achievements:

  • Was awarded 6 Achiever Awards and 4 Star of the Month Awards in various months while I was working as an advisor.
  • Was awarded Best Team in EDCSM Awards twice for the best Customer Feedback for Customer Experience.
  • Was awarded Best Team for Upselling.
  • Was awarded Best TL for Retention for consecutive months in 2007.
  • Always had the best Governance Audit Scores across site.
  • Apart from my team responsibility, I was also the Compliance SPOC for the site. It was my responsibility to attend the Compliance conference calls with the client and discuss the week on week performance on Compliance metrics. It was my responsibility, to ensure that each week’s compliance metrics were cascaded to all the team leads on the production floor.

Applications handled:

  • TCICS on Oracle, HTML based application in CC process, different CRMs for different processes.

Daksh eServices Pvt. Ltd. September 2001 till October 2002

Role:

 Was selected for the first batch launched for the SPRINT PCS Voice Project.

 Worked as a Customer Care Specialist.

 Reported to Team Leader.

Responsibilities Undertaken:

1. Transferred to Customer Service handling queries for the customers calling regarding their bills, handset issues, service issues.

2. Handled inbound calls from SPRINT PCS end users and helped them in Activation of the wireless services.

3. Upselling of monthly plans for the customer’s wireless phones.

4. Worked on the production floor as Roving Support for other specialists in CS.

Achievements:

  • I was in the Platinum Group (TOP 10) of performers for consecutively 5 months among 250 Associates on floor.
  • My Quality performance led me to go to Customer Service from Activations Department within 6 months of being on the floor.

Applications handled:

  • Precedent 2000, Impact, Clarify and Actiview on Citrix Server.

Binary Semantics Ltd. July 2000 till August 2001

Role:

 Worked as Senior Executive- Marketing for Company Solutions.

 Reported to Product Manager.

Responsibilities Undertaken:

1. Marketing of solutions in products.

  • PaySlip (Payroll and TDS Management System)

2. Direct and Indirect Sales.

3. Demonstration of software and finalizing deals.

4. Handled a team of 4 Marketing Executives, rendering them with Payroll Management knowledge and also helping them in achieving their monthly targets.

Products Handled:

  • PaySlip (Backend - MS-Access/SQL/MSDE Front End - VB)

Eastwest Software Technologies Pvt. Ltd. May 1999 to July 2000

Role:

 Worked as a Senior Executive-Marketing for Company Solutions.

 Reported to Marketing Manager.

Responsibilities Undertaken:

1. Direct marketing of Payroll and Fixed Assets software.

2. Demonstration of software and finalizing deals.

3. Marketing and research of web space on schools in Delhi for its portal

4. Development of a reseller and dealer network in Delhi for the Cardinal brands.

5. As the company was diversifying into E-Services, I was also involved in the portal business of the organization. Few of sites developed by them being (B2B site),

6. Training sessions handled for Payroll Management System for the new Marketing Executives recruited in the company.

Products Handled:

 CARDINAL 2.0 (DOS based Payroll Software)

 CARDINAL Pro Payroll (Enhanced version of CARDINAL 2.0)

 CARDINAL Fixed Assets Management (Backend and Front end tools being the same as the above mentioned software)

 CARDINAL Paysmart (Windows version Payroll Management Backend-Interbase Server 4.2 Front end-C++ Builder).

Magic Technologies Pvt. Ltd. June 1997 to April 1999

Role:

 Worked as Customer Support Executive for the different software’s.

 Promoted to Senior Customer Support Executive.

 Reported to Technical Director.

Responsibilities Undertaken:

1. On-site technical support for the problems faced by the clients for data backups and virus like activities for the branded software dealt by the organization throughout northern India for clients as GE, Star TV, Escorts Finance, Rollatainers Ltd.

2. Extensive traveling undertaken throughout New Delhi, Rajasthan, UP and Punjab for New Dealer Development organized by the Organisation.

3. Scrutinization of hardware for all the branches of the organization in Mumbai, Bangalore and HO New Delhi.

4. Database Management in Visual FoxPro for the organisation’s monthly newsletters.

Products Handled:

 PC-cillin (Antivirus for DOS, WIN95 and WINNT workstations).

 Serverprotect (Antivirus for Novell Netware server and NT server).

 Scanmail (Antivirus for MS Ex-change, Lotus Notes and CC Mail servers).

 ISVW (Inter Scan Virus Wall for SMTP, FTP and HTTP Gateways).

 Backup NT software.

 Backup Novell software.

 Axent Firewall.

Academic Qualifications

Graduate – B.Com (Pass) from Delhi University in 1997.

Professional Qualifications

  • A Fast-track course in computer applications from Brilliants Computer Center, New Delhi.
  • GNIIT-Diploma in computer Application and Software development from NIIT, New Delhi.

Software Exposure

 Operating Systems: Windows 3.1, Windows 9x/2000, DOS, UNIX, Windows NT and Novell.

 Software Languages: C, C++ and Visual C++.

 Packages: FoxBASE, FoxPro 2.6, Magic 5/7, HG, MS-Office.

 Databases: Btrieve, MS- Access, SQL.

 SMTP servers: MS Exchange, Lotus Notes.