Anuj AroraCell #: 09582225687/09818335687; Email: anujarora_ites@yahoo.com

Address: B-602, Garden Estate, Plot # 5B, Sector -22, Dwarka, New Delhi 110077

- Operations Management - Service Excellence/Vendor Management - Training and Development

- Process Management - Team Management/People Management - CRM & Customer ServiceCareer Overview

Total Experience after Post Graduation – Over 14 yrs A competent professional with over 11 years of experience in CRM/Operations’ Management, Service

Excellence Management, Quality & Compliance & Team Management including 10 years in leadership role

Presently employed with IYogi Technical Services, Gurgaon as AVP (Operations) handling Tech Support, Customer Services, Point of Sales along with several LOBs spread across 4 locations within India

Vendor Interface & Service Delivery: End to End delivery of all Service Delivery metrics & vendor Interface. Revenue Generation, Revenue Productivity & Margins.

Process Re-engineering: Have lead and mentored on number of projects Bolstered productivity and saved $ for company through re-engineering and introductions of

new profile/roles and related systems Redesigned all related jobs, resulting in enriched staff development and reduced headcount People Management: (Recruitment, Training, Performance Management and Retention) Managed teams of 1500 plus of people in various levels and roles Change Management: Defining and implementing or Articulating procedures and/or technologies to deal

with change in the business environment and to profit from changing opportunities Dealing with Ambiguity: Have extensive experience in working in environments with constantly

changing deliverables Adept at motivating & leading teams and managing process keeping compliance to SLA levels ensuring

maximum customer satisfaction and revenue generation Reviewing the MIS and identifying the areas of non-compliance & evaluating options to address the same Proven skills in implementing process improvement initiative for improved processes & satisfied clientele. Proven experience in and a demonstrated commitment to providing excellent service to clients with a focus

on achieving outcomes that meet the needs of the business and/or the client Strategic thinking and problem solving skills and experience in applying these to improving standards of

performance ITIL V3 Foundation trained and Certified through Axin

Areas of exposure

Operations Management Defining service standards and guidelines that serve as benchmark for excellent service delivery Framing work direction and plan for the associates after thorough assessment of their capabilities Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity Implementing systems and procedures to achieve maximum efficiency in various operations; spearheading

process improvement initiatives Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) targets Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning Devised strategic sales plans to improve revenues, market share, and profitability

Process Management Managing P&L Mapping business requirements & coordinating in developing & implementing processes in line with

guidelines Undertaking responsibilities of removing unnecessary procedures in processes Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate

measures to maximize customer satisfaction level Conducting internal process audits & process reviews for ensuring strict adherence to the process

parameters/systems as per defined guidelines

Vendor Management

Managing the vendor to the responsibilities outlined in the contract and statement of work Responsible for authoring contract documents, including service level exhibits, statements of work, and

examples Controlling and regulating vendor performance Responsible for identifying, cataloguing and monitoring requirements for reports, meetings,

communications, decisions, analyses, etc. throughout the year; and maintaining a calendar of contract activities (schedule of dates for milestones, key deliverables, meetings, communications, reports, invoice delivery, etc.)

Training and Development Conducting group and organization-based training needs analysis and assessments. Developing and delivering coaching/ group training and instructional programs related to technical,

operational, management skills and attitude. Managing the development of training curriculum; formulating and reviewing training outlines as per

appropriate instructional methodologies and formats determined in analysis phase. Arranging trainings for existing/ new recruits for improving their performance levels; updating them latest

developments & modifications and inspire individuals to strive for excellence

Team Management/People Management Allocating the work to the subordinates, ensuring timely completion. Recruiting, training, mentoring and motivating team members to achieve the desired target. Identifying training needs and imparting training to them to enhance their skill levels. Conducting meetings and conference calls with client/Vendors to discuss operational / productivity

standards and Practices & resolving issues pertaining to the services for accomplishing customer satisfaction metrics.

Quality & Compliance Mapping client’s requirements by maintaining trend/analysis based on weekly Customer Satisfaction &

implementing processes in line with the guidelines specified by the client to streamline the Process Ensuring that teams adhere to all the quality tools & procedures

Sales and Revenue Generation Identifying opportunities and ensuring high conversion on leads Designing incentive plans and internal competitions (daily, monthly) to encourage techs to convert

maximum opportunities into sales keeping Customer satisfaction intact Organizing weekly/monthly RnR on Sales and rewarding the Best of Breed

EXPERIENCE

IYogi Technical Services Pvt Ltd- Gurgaon

AVP (Operations Management/ Vendor Management/Training and Governance Model)

Accountabilities: Heading Tech Operations, Sales, Helpdesk, and Escalation Desk with a team of over 1000 Bolstered productivity and saved $ for company through re-engineering and introduction of

new profiles/roles and related systems Redesigned all related jobs, resulting in enriched staff development; reduced headcount Heading Customer Service with a team of over 70 FTE spread at 3 geographical locations Managing 2 different Vendor locations with a team of over 500 FTE’s Complying and adhering to contract, directly proportionate to the health of the business Working as the SPOC (Single point of Contact) for Monthly billing, Vendor audits, contractual

audit/compliance, Performance Management, conflict management

Highlights: Key deliverables includes - Reducing cost of Operations, Increasing profitability, Driving end user

satisfaction, Vendor Management, Revenue Generation, Attrition Management, Headcount Planning and hiring, volume routing

Reviewing performance reports, identifying areas of improvement, and implementing measures to improve performance levels.

Maintaining up to date knowledge of Tech Team Efficiently rated as E+ (Exceeding Expectation) during last 4 consecutive years

HCL Technologies Ltd. BPO Services

Key achievements: Successfully completed 12 Pilot Projects at process level in the last 1 year which helped in identifying the

optimum & achievable targets for the process A very successful Pilot of the “Pro-active Care Team” resulted in a 40 seat desk for HC. Was identified to be a part of the Pilot team for the re-engineering of the process Have been instrumental in over all development and growth of agents, TLs and Coaches out of which

several got promoted to next levels 3 TLs and 2 coaches from the span were rewarded during the annual awards (2009) for their outstanding

contribution to the process Awarded with the “PMS Manager of the month” award 11 times between 2008 and 2010 Won the Jaguar reward & incentive for the month of Feb ’10 for both Tier 1 and Tier 2 desks Metric champion – Responsible for improving 2 metrics at Centre level. (Business Excellence) Designed several internal tools with the help of MIS to act as catalysts for process improvement through

real time data capture and analysis basis that

9th April ’07 to 26th March ’10 - Assistant Manager (Operations) Responsibilities: Handling Tier 1 Operations for a UK ISP (THD Voice) Dealing with 2nd level technical, administrative and human resource issues of the team members as and

when required Responsible for on going recruitment, retention, training and development of agents Ensure that staff is adequately trained on process & soft skills Find and promote ways to ‘Share Knowledge within the team(s) Performance manage bottom performers through a well defined PMS procedure and suggest changes in the

PMS structure as and when required Conducting Weekly/Monthly/Quarterly reviews with TLs & Coaches to measure progress of action plans for

continued improvement in performance and quality Conduct performance appraisals of team members in line with set guidelines Ensure development of team to meet objectives and goals through continuous RNR activities both onsite &

offsite Assisting the Business Excellence team by driving improvement in two prime metrics at the process level Review standard Operating Procedures & ensure that an operational team adheres to the procedures Create/Implement new projects/ideas and specific initiatives to improve service standards Participate on weekly Con-calls with the client on various metrics for process improvements Driving SLA’s and contractual metrics towards achievement of goals Ensuring success of schedule adherence on the floor – plan/monitor various activities Design/modify and implement any process as and when required through regular analysis

3 rd April ’06 to 8 th April ’07 as Team Leader Operations

Responsibilities: Instrumental in managing the Overall Technical Process Operations with a team of 20-25 TSOs Efficiently maintained Daily, Weekly and Monthly Team/ Process Dashboards Ensuring positive contribution of the team to the improvement of all metrics Distinction in executing the following projects

o AHT Interventiono Temp Check for the C-SAT Score Improvementso A & C for Internal Qualityo Multiple projects for FCR improvement and AHT Reduction

Assisted ICC to successfully maintain SL within the targets specified Effectively create and implement the PMS procedure to performance manage the bottom performers Successfully executed three Pilot Projects which facilitated in improving performance of the process

WIPRO BPO SERVICES Ltd.

1st October ’05 - 2nd April ’06 as Team Leader (Operations) – AOL UK BB

Responsibilities: Handled a team of 15-20 members Provided operational team management by making appropriate decisions, responsible for the daily

monitoring of quality and production of the inbound call taken by the agents in the team Developing MIS reports for the team, in terms of Productivity, Efficiency and Adherence Auditing and monitoring calls and providing constructive feedback to the agents on Call-to-call,

day-to-day basis Providing assistance to the team in maintaining targets on Daily/ Weekly basis Organizing Team Building exercise and outings on regular basis as a retention and team development

activity

15th April ’04 - 30th September ’05 as Tech Support Executive

Responsibilities: Providing front-line technical support (hardware and software – desktop support) to the US-based

customers of Dell Computer Corporation, USA Handling both incoming and outbound calls from and to US based customers (Dell Voice) Worked on various customer-service quality parameters like customer loyalty index, customer satisfaction

and first time resolution

FAMILY BUSINESS

Arora Chemicals & Marketings

Worked in the family business (Manufacturing and Marketing of disinfectants and cleaning solutions)Part time: August 1996 to May 2001Full time: June 2001 to March 2004

INTERPERSONAL TRAITS

Ability to work as a member of a team and contribute to a cohesive team spirit Demonstrated theoretical knowledge and practical experience in operations Commitment to client service, self-motivated and pro-active Excellent oral and written communication skills Team Player with strong record of result-oriented leadership Possess excellent analytical and problem solving skills Flexible and adaptable to evolving environment

ACADEMIC DETAILS:

ITIL V3 Foundation Trained and Certified – Year 2012 through Axin

PMP trained – Year 2012 through Simplilearn

Post Graduation, Regular (Commerce) - Year 2001 from C.S.J.M University, Kanpur.

Graduation, Regular (Commerce) - Year 1999 from C.S.J.M. University, Kanpur.

Class XII CBSE - Year 1996 (CBSE board)

Class X CBSE - Year 1994(CBSE board)

Computer Proficiency:

Operating systems: Windows XP/Vista, Windows 7

Applications: MS- Office 2003/2007/2010, NICE, Ultra, CMS, Blue Pumpkin, Cisco, Harmony (Noasoft)

PERSONAL DETAILS

Father’s name: Mr. R. K. AroraDate of Birth: September 18, 1977Gender: MaleLanguages Known: English, Hindi & PunjabiArea of Interest: Music, Games, Travelling & PhotographyMarital Status: Married