Anand_Daing Resume (1)
- 1. ANAND DAING Phone: +91 9900590302 Objective To achieve a position of a business manager in an operations environment, to help build expertise in planning, forecasting and laying roadmaps for seamless execution. Core Competencies • Client Relationship Management • Operations Management • Analytical Skills • Presentation Skills • Financial management Operations Manager- Capita India Pvt Ltd, Bangalore Jun 2014 till date Part of the Npower Correspondence Team since its inception in 2014 Key Responsibilities • Managing a team of 100 Advisors with 5 TMS, to ensure all Daily KPIS are met • Driving qualitative metrics & quantitative metrics to help improve customer service for the client • Driving RnR for the entire site, Individually responsible for Centralizing RnR process for entire Npower Process • In charge of all data being reported which is fed in to the Daily Performance Dashboard for client review • Responsible for reducing the aged profile for the process in order to ensure faster responses going out to the customer, in turn help improving Customer Service • Improving overall efficiency to help drive Output & reduce manpower which would help the top line • Ensuring Productivity is above 100% month on month & Lost time is below 1.5% across all queues for 6 months running Key Achievement: • Awarded the Best Operations manager Award by the client & chosen to represent the organization in the “Npower Pride Awards”, which was held in 2014 in the UK • Reduction of leakages in the system to help improve the top line of the business (Reduction of Manpower, Optimum SU, AHT reduction) • Initially was handling part of the business & was eventually given the responsibility of taken care of the entire Correspondence business for the site • Apart from the Correspondence team was also given responsibility to handle the Training team(During Ramp) & Secoes LOB for a small duration to help smoothen the operational functionality with these LOBS Email: anand.daing@gmail.com
- 2. Operations Manager- Wipro BPO, Noida Mar 2013 till Jan 2014 Process owner for Platinum East business leading a team of 100 CSA’s ensuring delivery on all internal and external KPIS Key Responsibilities • Managing a team of 100 CSA’s with the 5 TLS, to ensure all Daily KPIS are met • Driving qualitative metrics to ensure minimal impact on the RnP metrics • Driving RnR for the entire site, Individually responsible for Centralizing RnR process for entire Airtel Process • In charge of creating Monthly review decks for client reviews Key Achievement: • NSS & Repeat improvement 10% each in the first quarter • Initiating Back to basics project to improve the basic hygiene metrics of the floor • Client recognition in streamlining operations in the LOB in the first 2 months • Reduction of leakages in the system to help improve the top line of the business (Reduction of Manpower, Optimum SU, AHT reduction) Operations Manager- Wipro BPO, Noida Feb 2012 till Mar 2013 Process owner for Pan India Airtel Blackberry business leading a team of 200 CSA’s ensuring delivery on all internal and external KPIS Key Responsibilities • Managing a team of 200 CSA’s with the assistance of 1AM, 11 TLS, to ensure all Daily KPIS are met • Streamlining and stabilizing the process during ramp up and ensuring hygiene metrics like attrition & shrinkage improve • Work on the profitability factor of the process and give inputs to the higher management on increasing profitability • Driving qualitative metrics to ensure minimal impact on the RnP metrics • Driving RnR for the entire site, Individually responsible for Centralizing RnR process for entire Airtel Process • In charge of creating Monthly review decks for client reviews Key Achievement: • ICE & Repeat improvement 15% & 10% in the first quarter • Initiating Back to basics project to improve the basic hygiene metrics of the floor • Significant reduction in attrition in the first 6 months, current annualized attrition is 65% • Process meeting Qualitative metrics targets consecutively for last 3 months( 1st time in 2 years) Senior Operations Manager- Kochar , Vadodara May 2011 till Feb 2012 Email: anand.daing@gmail.com
- 3. Process owner for Airtel Data services business of entire west region, 3 circles(Delhi,Guj & Mum, Mah), leading a team of 400 CSA’s ensuring delivery on all internal and external KPIS Key Responsibilities • Managing a team of 400 CSA’s with the assistance of 2 OMS, 3 AMs and 23 TLS to ensure all Daily KPIS are met • Streamlining and stabilizing the process during ramp process and ensuring hygiene metrics like attrition & shrinkage improve • Owning & driving client end projects to improve the qualitative metrics • Launching Outbound desk on repeat callers to help improve Repeat% for the center Key Achievement: • Streamlining hygiene metrics in terms of shrinkage, schedule adherence, attrition, RAG tracker in the first month • Improving shrinkage & attrition of the process from 22% to below 12% in 2 months • ICE & Repeat improvement by 4% in the first quarter Operations Manager-IBM Kolkata Nov 2010 – May 2011 Manage BTC line of business for Bharti Airtel leading a team 350 customer service executive ensuring delivery on all internal and external KPI. Key Responsibilities • Managing a team strength of 350 executives with the assistance of 9 AM’s and 11 Leads to ensure all SLA’s are met Key Achievement • Streamlined and stabilized front line management in the first month • Improved hygiene metrics in the first 2 months of joining • Implemented 3 projects on Repeat, ICE & AHT which helped improve the bottom line of the PNL • Reduced attrition from mid 20s to single digits within 3 months Operations Manager-Aegis BPO LTD Aug 2009 – Nov 2010 Manage 2 different lines of business, leading a team of 500 customer service executives, ensuring service delivery on all internal and external KPI’s Key Achievement Email: anand.daing@gmail.com
- 4. • Received accolades from the clients within first month of taking over the process • Streamlined all internal KPIs, such as shrinkage, reporting methodology, login hour compliance • Integral part of the ramp up plan for the process, from 50 executives to 500, in turn helping the bottom line of the PNL Key Responsibilities • Managing a team strength of 400 executives with the assistance of 30 TLs and 3 AMs to ensure all SLA’s are met • Monthly and Weekly performance review decks for client review • Work on the profitability factor of the process and give inputs to the higher management on increasing profitability Assistant Team Manager - Travelocity Process Feb 2005 – Jul 2009 Manage 5 different lines of businesses, leading a team of over 70 highly skilled travel professionals, ensuring service delivery on over 65 CTQs. Key Achievements • Awarded best manager awards consecutively for the quarter of Jan 08 – Mar 08 and Apr08 – June 08.Also awarded the best manager award for the quarter of Jan 09 – Mar 09. • Setting up of a specialized call back desk to ensure that the customers are called back with required information with in the stipulated time frames increasing the CSAT scores and VOC. • Secured first position to certify on the “Ontrac” program imparting understanding of 6- sigma methodology. • Piloted Six sigma project to manage absenteeism for a particular Line of Business • Created a real time AHT retrieval sheet that assisted the floor to keep a cap AHT and handled calls, therefore increasing the call taking volumes of service representatives. • Involved in the implementation of Customer Experience Enhancement initiatives like: o Agent Error Program: Project started in Aug, savings till date are $24,619.24 o Customer Call Back Process (CAFÉ implementation) training all three sites • Only Business manager to attain an average absenteeism% of below 4% for the last three months for all his teams. • Youngest business manager to rise from the ranks to achieve 3 promotions in less than 3 years. Key Responsibilities • Managing team strength of 60-70 agents with the assistance of 2 TL, 2 TC to ensure all SLA’s are met. • Weekly client call with .CA clients to discuss process issues and other issues which we face during the week. • Monthly and Weekly performance decks to be sent to the process head of the site so that reviews can be held and challenges and action plans can be discussed. • Outlier Management:- o RAID- A team which handles the daily errors received by the FLAs on the website. Daily and Weekly reports to be sent out to clients for no. of bugs that are closed o Team Phoenix- A team devised to help improve the CSAT and Quality performance of a set of agents. This requires a close-knit environment of Email: anand.daing@gmail.com
- 5. additional support as well as obtaining real time customer Feedback. Weekly reviews decks need to be prepared to track improvement o Call Back Team- A desk which handles Call Backs at enterprise level (3 locations), daily and weekly reports need to be sent out to track efficiency as well as outliers for incorrect assignment o TTSD- A specialty desk which handle calls exclusively for Vacation Desk calls. AHT, Quality, Absenteeism, Shrinkage, SLS and Attrition are the metrics, which need to be tracked. o TVL.CA- The only Bi-Lingual process in my process and the metrics are similar to those of TTSD. The process started off as a FTE process, soon to be moved to a UTP model. CSO-Level Two, Webxites, Xploretech Services Pvt LTD Since July 2004-Feb 2005 Key Responsibilities • Handling outbound calls for a B2B process. • Promoting the name of the product and selling to American businessmen. • Maintaining a 4 Sales Per Day record, which was the SLA requirement. • Mentoring new agents and preparing them to sell the product. PROFESSIONAL CERTIFICATIONS • ON TRAC Certification EDUCATIONAL QUALIFICATIONS • BA in Media Studies- MAHE University-Manipal Institute of Communication, Manipal, India 2004 • Indian School Certificate 12th Standard – La-Martiniere for Boys – Kolkata, India 2001 LANGUAGES English Proficiency – Advanced Hindi Proficiency – Advanced Bengali Proficiency – Medium Email: anand.daing@gmail.com
- 6. additional support as well as obtaining real time customer Feedback. Weekly reviews decks need to be prepared to track improvement o Call Back Team- A desk which handles Call Backs at enterprise level (3 locations), daily and weekly reports need to be sent out to track efficiency as well as outliers for incorrect assignment o TTSD- A specialty desk which handle calls exclusively for Vacation Desk calls. AHT, Quality, Absenteeism, Shrinkage, SLS and Attrition are the metrics, which need to be tracked. o TVL.CA- The only Bi-Lingual process in my process and the metrics are similar to those of TTSD. The process started off as a FTE process, soon to be moved to a UTP model. CSO-Level Two, Webxites, Xploretech Services Pvt LTD Since July 2004-Feb 2005 Key Responsibilities • Handling outbound calls for a B2B process. • Promoting the name of the product and selling to American businessmen. • Maintaining a 4 Sales Per Day record, which was the SLA requirement. • Mentoring new agents and preparing them to sell the product. PROFESSIONAL CERTIFICATIONS • ON TRAC Certification EDUCATIONAL QUALIFICATIONS • BA in Media Studies- MAHE University-Manipal Institute of Communication, Manipal, India 2004 • Indian School Certificate 12th Standard – La-Martiniere for Boys – Kolkata, India 2001 LANGUAGES English Proficiency – Advanced Hindi Proficiency – Advanced Bengali Proficiency – Medium Email: anand.daing@gmail.com