Rohit Sud profile v1
- 1. ROHIT SUD Contact: +91-9711688850, +91-9810031108 ~ E-Mail: rohit.sud@hotmail.com To be integral part of the growing service industry in Senior Management and contributing towards customer service delivery enhancement and satisfaction. Looking Senior level assignments in Operations Management, Process Management, Service Excellence, Learning & Development. PROFILESUMMARY A dynamic professional with over 25 years of extensive experience in Operations Management, Service Recovery, Service Assurance & Process Assurance, Client Servicing Training & Development, Team Management. Steering Operations with focus on implementing industry solutions to derive more value from business processes; reviewed high impact processes and delivered proven solutions to improve coverage of key business attributes and operational effectiveness Currently working as a consultant for the Hospitality Industry in Front Of the House Training and Audits Worked at Etisalat DB as Customer Service Delivery Head for Delhi & North Region Worked at Etisalat DB as Head – Service Excellence handling Service Training, Quality Assurance, Process Improvement and C- Sat monitoring and action plan deployment Bharti Airtel Limited as Head Service Training & Knowledge Management (Mobile, Telemedia DTH & Sri Lanka) Acquires a clear understanding of the Industry, technology trends with the distinction of instituting new practices to achieve business excellence at the lowest overall costs An enterprising leader possessing a global mindset, and strong quantitative and conceptual abilities to motivate personnel towards achieving organisational objectives and adhering to industry’s best practices Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues. Adroit in identifying training needs, designing training modules using learning theories & instructional design and executing the same for enhancing the operational efficiency of the employees Comprehensive experience in directing efforts towards identification of learning and development needs through mapping of skills required for particular positions and analysis of the existing level DOMAINEXPERTISE Process Assurance and Improvement End-To-end process mapping, Identifying areas of process failure and corrective steps Service Recovery & Operations Management Service recovery actions and business continuity planning in case of process failures keeping in mind to ensure customer loyalty Training & Knowledge Management Spearheading training, learning and development process for team and organisation development Training Content Development End to end Content conceptualisation to creation using Instructional Design Team Management Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. CORECOMPETENCIES Managerial o Strategy Planning o Executive Leadership o Process Enhancements Functional o Training Process Management o Training Strategy o Training Budgets & Goals o Requirement Mapping o Content / Module Development o SOP’s / SLA Management o Customer Relationship Management o Cost Optimization o Resource Deployment o Operations Management o Service Recovery o Staffing & Team Management o -Credit Risk Management o Fraud Management o Quality Assurance & Improvement
- 2. TRAINING& AFFILIATIONS Leadership programme” from IIM- Ahmadabad Six Sigma “Yellow Belt” & “Green Belt” Certified by Airtel. March 93 to present – Indian Institute of Training and Development Training Consultant ORGANISATIONALEXPERIENCE Dec’12- till date: Consultant – Training Providing guidelines for improving operational efficiencies in Front Office Operations Reviewing and advising changes on SOP for improving efficiencies and effectiveness Operational Audits conducted in some units for identification of gaps, action planning for corrective action Training – Functional & Behavioural for small & medium size budget hotels Hotels that we have so far worked with – Fortune Hotel in Lavasa, Fortune Hotel in Jaipur and Westin Hotel Pune Jul’11- Nov’12: Etisalat DB limited – India – Associate Vice President – Customer service head Delhi & North Region Overall Responsible for New customer engagement – Activation, Scanning & Warehousing of Documentation Providing error free and liasoning with Regulatory Partner Relationship Management at Circle & Region for smooth operation Effective customer service though transactions handled from BPO- Review and support to BPO Support and Lead the UAT for all the new application testing 100% compliance to Regulatory reporting & capturing of data for TERM reporting Compliance to new changes in the process and policy as per regulatory norms Responsible for all customer delight initiatives and innovative methods of servicing the customer and create a difference in the minds of the customer. Ensures process compliance, high levels of standardization across all cities and towns in region and drives process innovation in the customer service delivery process. Responsible to motivate a team and align their focus to achieving company results. Dec’09- jul’11: Etisalat DB limited – India – Associate Vice President – Training & Service excellence Customer service Training, Quality assurance, process improvement Creating strategy for developing skilled and well trained front liners, Define tenure based role learning paths Identification of training needs, designing training modules and executing the same for enhancing the operational efficiency of the employees. Standardization of Training content and training process & continuous changes done Support during Transition/outsourcing & handhold partners for stabilizing the processes Pilot, Standardization and wing to wing Mapping of processes with measurement CTQs and Control mechanism Identifying the Key process improvement areas through CSMM (Customer Satisfaction Management Measurement) and preparing the action plans Conceptualize end to end audit mechanism (internal & external) for all customer touch points End-To-end process mapping, Identifying areas of process failure and corrective steps Develop Robust process compliance guidelines & periodic governance reviews for ensuring 100% compliance Continuously develop/change process as per customer/market and new technological changes Control cost of quality by reducing the “Price of Non conformance” April’06 – Nov’09: Bharti Airtel Ltd- National Head Service Training and Knowledge Management Jan’04 to Apr’06 - Bharti Airtel Ltd- Senior Manager- Training and quality- North Hub Creation of Airtel Service University for Mobility, Telemedia Creating strategy for developing skilled and well trained front liners, Define tenure based role learning paths Identification of training needs, designing training modules and executing the same for enhancing the operational efficiency of the employees. Evaluating the effectiveness of training programmes by developing pre/ post assessment programmes. Managing Outliers through TNI Banding on Instant cSat, Agent led Repeat calls & Call Quality score Ensuring service quality of all the transactions and at the same time ensuring motivated team members delivering the service Standardization of Training content and training process & continuous changes done Support during Transition/outsourcing & handhold partners for stabilizing the processes AOP- Budget – utilization as per the AOP budget for all verticals Development and continuous evaluation of training application
- 3. Implementing various programs to keep the large number of outsourced agency FOS motivated, trained and engaged. Initiated and implemented the training for Field Staff for both Telemedia and DTH in the following areas Conceiving and driving improvement initiatives related to factors contributing to Customer Delights. Trending, Analysis of data received from Audits and Trainings, and enhancing productivity through effective action planning and implementation. Establishing the rigor for CSAT Deployment Workshops Developing Training tools for training reporting and analysis Implementation and compliance of standardized processes Implementation of Six Sigma in my function Compliance of Six Sigma Processes Green Belt certified Designated SPOC for Customer Services Delivery for implementation and compliance of standardized processes PREVIOUSEXPERIENCE Sep’95 – Jan’04: ITC Hotels Limited Bangalore and Jaipur – Accommodation Manager Jan’94 – May’95: Novotel Hotel – Front office Manager – Dubai UAE Oct’91 - Dec’93: Hotel Hyatt Regency Assistant Manager Front Office Sep’86 – Nov’89: The Oberoi Hotels Front office supervisor MAJORACCOMPLISHMENTS Have been felicitated with the following appreciations: Head Customer service certificate of appreciation for contact centre migration in india to 4 international BPO with 10 locations for 23 circles- Airtel CEO certificate of appreciation for implementation of Six Sigma in the organisation – Airtel CEO certificate of appreciation for best process implementation - Airtel Head Customer service certificate of appreciation in “Developing numerous tools for training reporting and analysis”- Airtel Head Customer service certificate of appreciation for best deployment of Customer service measurement matrix workshop for North Hub - Airtel Launch of Value added Service Labs across 25 partner/BPO locations Through specific training interventions & removal of NVAs reduced the AHT by 10 Sec thereby reducing CPC EDUCATION Sep’87 University of Osmania India-Andhra Pradesh- Hyderabad 3 Year Graduation in BA (Hons). Apr’86 Institute of Hotel Management, Catering & Nutrition New Delhi 3 Year Diploma in Hotel Management from one of the Top colleges in the Country-Institute of Hotel Management,Catering & Nutrition, Pusa, New Delhi Dec’85 Alliance Francaise Du Delhi New Delhi Certification (Diploma) 2 Years Certification course in French language from the Alliance Francaise Du Delhi Apr’83 Delhi Public School, Mathura Road India-Delhi-New Delhi 10+2 in the Medical Stream with Mathematics Delhi. PERSONAL DETAILS Date of Birth : 07th june 1965 Nationality : Indian Address : House Number 24, National Media Centre, Shankar Chowk, Gurgaon, Haryana122002, India Languages Known : English, Hindi, French