Met West Group | West Force - Client Portfolio | 页面 8

Resume Atul V Sharma Email: [email protected] Phone: [phone] PROFESSIONAL STRENGTHS ➢ Ability to work closely with business partners both locally and globally, escalating / communicating operational issues where appropriate through to resolution and root cause analysis. ➢ Lead the entire team for driving results and raising the bar on standards and deliverables on monthly basis. ➢ Ability to coach and develop others, and implement fast track talent planning for high-level performers. ➢ Strong pc and keyboard skills covering Word, Excel, Outlook, Visio, PowerPoint and MS Access etc. Analytical, organizational and with highly developed time management skills. ➢ Promotes decisive teamwork and give equal opportunities to everyone. WORK EXPERIENCE: Resume Atul V Sharma WORK EXPERIENCE: Gold Award - Designed Automated Leave management on SharePoint for effective Shrinkage Management. Just Do It in Control -Successfully Certified 5 JDIC by creating automated tool resulting in 1212hrs of manual work. Tools used - Lean and Sig Sigma Methodology used to eliminate non value added steps. Line of Business Best Practice Replication Successfully Implemented 16 Best practices implemented by Line of Business. Recognition from Business Counter parts Being recognized from LOB for creating Excel Macro Tool which would eliminate Non Value Added Steps from the process Resident Quality Expert Mentored 6 JDIC to ensure successful completion by assisting candidates on completing the Deck. 5th June 2005 To 28th Dec 2007 Sr. Customer Service Representative Overview – Silgate Solutions - (Mumbai) 25 Feb, 2008 till date Overview - Front line Manager – Bank of America (Mumbai / Hyderabad) Managing Productivity, Accuracy, One X One, Transport, Attrition, Leave management, Daily allocation for the small unit or work team, Meeting Daily SLA and CTQ for the process. Generating daily Internal and Customer related reports (MIS) as per the Process requirement. Managing daily activities ensuring adherence to deadlines and maintaining quality standards and adherence to procedures, and regulatory requirements. Ensuring the team’s workflows is managed effectively and all key tasks or the Priority task are followed and completed on Time. All queues are cleared prior to deadlines – any exceptions to be noted and approved by Line of Business before the EOB To ensure the team successfully meets department audit/compliance regulations and are at all times fully compliant with all Bank of America and external legal authorities procedures covering. Weekly Calibration with the Quality Monitoring team to reduce defects and ensure better Sigma Scores for Process. Initiate projects using Sig Sigma & Lean tools to improve operational efficiency and eliminate the waste from the process. Creating dashboard of all SLA’s, Compliance, Process Improvement Projects, Monthly Key Metric Trends and Highlights, Focus area, Updating Business Process map as and when required. Role description : Silgate solutions is one of leading international KPO / BPO in Mumbai. The company deals with Selling Multiple Products for US Customers like 3G phone, Monthly calling Plans, Calling cards, Monthly Cable services, etc. KPO sector deals with providing Information about the products and after sales services to the Customers. Inbound Customers - Deliver prompt and Professional resolution or information to the Customer about the different products and services. Handling Customers Complaint Or Query and solving them within the TAT alloted. Outbound Customers - Selling Multiple prodcuts over the Phone to the US Customer. Explaining benefits of the Products and after sale services. Achievements : Process Migration - Successfully setup of Property preservation services ( 120 Seater Process ) from Mumbai to Hyderabad. Excellent skills in Microsoft ® Office, namely Word, Excel, PowerPoint, Visio, SharePoint Designer 2007, Visual basic application. EDUCATION: 2007 Bundelkhand University B.Com First Class 2004 Mumbai University H.S.C Second Class 2002 Maharashtra Board S.S.C First Class LANGUAGES: English: Fluent, Hindi: Fluent, Marathi: Fluent. SKILLS: