Hi,desparetly seeking job in Dubai UAE alrdy brother working in Dubai.

  • MANISH MEHRA

    Address: X 1502, Street No 6,
    Rajgarh Colony, New Delhi, India - 110031
    Hand Phone: 0091-9810841119
    E-Mail: [email removed]

    Summary:-

    Sr. Operations Executive with 5 years of call centre operations experience (Insurance and Telecom) and proven ability to develop business under any circumstances.
    Strengths include:
    Ø Leadership skills.
    Ø In-depth practical and industry knowledge of Insurance & Telecom.
    Ø Analytical thinking and problem solving.
    Ø Excellent Oral and Written Communication.

    I am looking for gainful work experience with the organization, which shall enable me to utilize my skills and experience extensively for the growth of the organization.

    Work experience: Over 5 years of Experience in operations of back office/Call centre

    Company - Aviva Life Insurance Pvt. Ltd. -Feb 2007 to date

    Designation- Executive- Operations (Regional Processing Centre)
    Portfolio- RPC North New Business.

    Key Job Responsibilities:
    Ø Handling team responsible for Scrutinizing New Business proposals and to ensure that established Company procedures are compiled with in a consistent manner, and contribute to the introduction of improvements whenever possible.
    Ø Implement and maintain agreed quality and quantity controls, which will aid pro – active management and the anticipation of problems.
    Ø Closely coordinating with Quality Team to prepare monthly Dash Board on processes and find out ways to improve TAT & Accuracy levels of the processes and processors and implement the same
    Ø Individually handling the data entry team and Scanning team responsible for scanning and doing entries for physical forms received from respective Branches.
    Ø Responsible for Measuring Productivity for the Team.
    Ø Work closely with the operations management team to assist in the development of the function’s strategy and key processes imparting the customer service area.
    Ø Handling Issuance of New Group (Corporate) policy.
    Ø Making follow ups to fulfill the document requirements as per guidelines for scrutiny of new business with CSM.
    Ø Coordinating with Actuaries for generating quotes for Renewal providing required data to them.
    Ø Publishing MIS weekly and monthly basis for New Business, Renewals, Joiners and Leavers SA and premium collected.
    Ø Maintaining Stamps pay out MIS for New Business, Renewals, Joiners and Leavers on SA.
    Ø Maintaining banking details for all policies coordinating with Finance for there credit confirmation.

    Achievements:
    Ø Successfully Completed Yellow Belt Project in controlling TAT for Branches to Operation (For Policy Creation)



    Company - Call 2 Connect Pvt. Ltd. - Aug 2005 to Feb 2007

    Designation-Team Leader.
    Portfolio- Prepaid UP-West VAS and Non Voice Complaints. (Airtel)

    Key Job Responsibilities:
    Ø Handling team responsible for resolving Non-Voice complaints for AIRTEL GSM (Prepaid & Postpaid Complaints)
    Ø Effectively handling Prepaid QRC,VAS UWQ ,IVR cases, Prepaid &Postpaid SMS Data(121), Email cases, Provisioning of VAS, Cases from Zones, Close looping,
    Ø Responsible for handling all VAS Activation, Deactivation and troubleshooting requests.
    Ø Ensuring that the required SLA’s kept by the client are met, mentoring and providing constructive feedback to agents.
    Ø Also responsible for handling all types of escalations from Dealers and Franchise.
    Ø To maintain the CSI scores.
    Ø Making MIS on daily basis and responsible for Improving MTTR (Mean Time to Repair) and Daily Fault Rate within shortest possible time with full customer satisfaction.
    Ø Maintaining the CSAT rate and CAR scores by giving the best possible resolution with in the SLA kept by client.
    Ø Actively involved in team management and floor management.
    Ø Successfully handling team briefing there by ensuring proper flows of information among the team members.
    Ø Effectively coordinate and escalate the unresolved complaints to the respective departments.
    Ø Interact with client coordinators for process related issues.
    Ø Responsible for monitoring team performance through timely feedbacks.
    Ø Maintain control of qualitative and quantitative productivity of team individuals.

    Company - Tata Teleservices (Outsource) - Aug 2004 to Aug 2005.

    Designation: Team Leader (Operation STM)

    Key Job Responsibilities:

    Complaint Management
    Ø Handling team responsible for resolving technical and non-technical complaints for CDMA Mobiles and Fixed Wireless Phone.
    Ø Responsible for handling ESN change requests for CDMA Mobiles and Fixed .Wireless Phone.
    Ø Responsible for Reactivation(s) of Fixed Wireless and Truepaid Phones.
    Liaison Management
    Ø Liaison and Coordinate with various Departments, CC, Switch, OMC (operation and maintenance cell), IN operations for resolution of the complaints.
    Ø Also responsible for handling all types of escalations from Dealers and Franchise.
    Turnkey Dealer Help line Management
    Ø Dealer access point for resolution of their queries & complaints
    Ø Single window resolution of complaints
    Ø Knowledge of Software tools:
    Ø Oracle CRM: For all customer databases.
    Ø POS: Used for CAF entries for new subscribers.
    Ø IN Platform: To used for Account Information

    Achievement:
    Ø Was key contributor to the successful setup of the prepaid call centre and backend at launch for Delhi.

    Company - Bharti Infotrac Ltd (Teletech India) - June 2003 to August 2004

    Designation: Customer Care Associate (Inbound Operation)

    Key Job Responsibilities:
    Ø Responsible for handling the queries and complaints of Airtel Magic card subscriber.
    Ø Also handled the knowledge and escalation desk for six months.
    Ø Also responsible for handling all types of escalated cases.

    Achievement:
    Ø Won Quality Awards, Become Shooting Star and also won for Zero% absentism, and also given opportunity to manage floors on crisis.

    Educational Qualification:
    Ø B.Com (pass) from University of Delhi in 2002.
    Ø Passed higher secondary from W.B.B.H.S.E in 1998.
    Ø Passed secondary from W.B.B.H.S.E in 1996

    Computer Literacy:
    Ø Basic knowledge of computers.

    Personal Details:
    Nationality : Indian
    Father’s name : Mr. Rajen Mehra
    Date of birth : 6th November 1979
    Marital Status : Single
    Passport No. : ?????

    Reference:
    References can be submitted on request.

    Manish Mehra 17 Sep 2008, 07:47 - Report
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