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@sjindal01
Bandeira de India Faridabad, India
Membro desde 2 de setembro de 2007
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sjindal01

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15+ Years of total BPO work experience - 10+ years of experience in leading voice, email, chat and transaction processes for different businesses like Airline travel & ticketing, Insurance, Telecom and Intellectual Property. As a certified Project Manager, I have rich experience in leading projects. I have started working as a full-time freelancer from July-2018 and I look forward to utilizing my Customer Service, Operations Management, Project Management, Data Analytics and Reporting expertise to serve you. Key Skills: Operations Management | Project Management | Call Center Management | People Management | Performance Management | Client Focus | Leadership | Decision Making | Critical Thinking & Problem Solving | Continuous Process Improvement | Hiring & Staffing | Workflow Management | Risk Management | Conflict Management | Negotiation | Voice of Customer Analytics | MIS Reporting | Business Continuity Planning (BCP) | Lean Six Sigma Certifications: PMP | Six Sigma Green Belt
$10 USD/hr
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  • 100%Trabalhos concluídos
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  • 100%Pontualmente
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Portfólio

Comentários recentes

Experiência

Senior Manager Operations

Dec 2015 - Jul 2018 (2 years)

● Handle daily production - Review the day to day delivery and quality per SLA ● Oversee Transition for ongoing clients/projects ● Successful completion of projects ● Track and ensure completion of all required documentation ● New clients projection and planning- Team requirement, transition plan, team training ● Manage team, team attrition, appraisals and various other MIS related to team ● Review of various reports for Team Performance and Analysis

Operations Manager

Dec 2011 - Dec 2015 (4 years)

Managed banking operations team of more than 60 members to deliver upon ever-changing business targets. Designing and implementing strategies and process improvements to exceed Customer satisfaction, manage business relations. Run and effectively communicate project status to project stakeholders. Coach, mentor, and motivate team members, influencing them to take positive action and accountability for assigned work.

Team Leader - Operations

Dec 2010 - Dec 2011 (1 year)

Manage Travelocity Sales and Customer service team of more than 30 members to run call centre operations. Effectively coach and develop individuals to enable them to succeed in their jobs. Ensure that individuals function together as a team to service client’s needs and maximize productivity, quality and efficiency.

Team Leader - Operations

Dec 2005 - Dec 2010 (5 years)

Managed Ticketing, Exchange, ARC, AED, Schedule change and Quality teams for one of US top travel portal Orbitz.com. Designing and implementing procedures for managing multiple workflows, tracking performance and SLA management. Coach, mentor and motivate team members to meet and exceed customer expectations.

Customer Service executive

Dec 2004 - Dec 2005 (1 year)

Serve as customer service executive for Sprint-PCS, resolving queries, complaints and processing handset orders.

Customer Service Executive

May 2003 - Nov 2004 (1 year)

Serve as customer service executive for Airtel, resolving queries and complaints.

Educação

MBA

2008 - 2011 (3 years)

Qualificações

Project Management Professional (2013)

PMI

PMI’s Project Management Professional (PMP)® credential is the most important industry-recognized certification for project managers.

Six Sigma Green Belt (2012)

Genpact

Lean Six Sigma (LSS) Green Belt training develops students into team leaders and problem-solvers who can regularly improve processes within their local areas and functions. Following the disciplined DMAIC (Define-Measure-Analyze-Improve-Control) roadmap, students learn to collect and analyze performance data, identify inefficiencies and problems, pinpoint the root causes of those problems and institute new protocols to greatly improve processes. They also obtain skills in leading teams through the process of change.

Publicações

None

None

Certificações

  • Numeracy 1
    92%
  • US English Level 1
    80%

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