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- 1. MIHIR PRADHAN Pune, MH +919823721730 pradhanmihir@hotmail.com Assistant Manager Operations Dedicated and result oriented Operations service manager with 14+ years of experiencein Customer Service, Order Entry, Retention and HCM. Consistently achieve record-high customer satisfaction rankings, improvements.Leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all quality and operations policies. Areas Worked: Order Entry,Retention's,Call center,US payroll. 2010 - Present Assistant Manager ADP Pvt Ltd Assistant Manager(Operations): Deliverables: Leading the team of 20+ associates and ensuring 100% target achievement. Responsible for the training's of associates. Client Calls and Updating the team on new process. Escalation handling. Responsible for attrition & shrinkage rate. Responsible for achieving KRAs. Maintain performance level. Ensure people management. Preparing IDP. Conduct Rewards and Recognition programs. Manage front-end operations to ensure daily production volumes and targets are met. Associates one on one and appraisal discussion. Monthly dashboard reviews with clients and senior leadership team. Quality: * Ensured team is meeting daily quality targets by having accurate audit procedures. *Involved Quality coaches and SME to peer and audit daily tasks and productions. *Daily feedback and quality reports sent to team and senior leadership. * Training's conducted and new updates and procedures are followed by the team . *Quality campaign conducted for the team on a monthly basis and ensure top performers a highlighted and recognized for their achievements. * TL and SME are measured on team quality and ensuring they are up to date on each new task transitioned. * Process test conducted on a monthly basis and training plan initiated on bottom performers. Projects Handled: 1)Tax Validation Service Automation: Completely automating the validation process to improve TAT as team process more than 100 clients in a week on different platforms.With this automation we saved 50 minutes per client. Duties: * Responsible for guiding the development team in planning the project and worked as SME on the task * Preparing project document and initiate the plan. * Responsible to ensure both internal and external stakeholders are updated and best ideas are Portfolio Work History https://www.visualcv.com/pu7497hmoum
- 2. implemented. * Identifying if both the operations and development team are in sync with the plan. * Monitoring daily development and stages of project. * Preparing of SOP and delivering to technical writer. * Organizing and facilitating project meetings. 2) Transitioned Tasks moved to day: It was observed there were few tasks which were processed in the evening which did not require client calling or support from different business unit and two associates were utilized to process. After detail analyzing and conversation with stake holders these tasks were moved to day. This transition helped in work life balance of the associates and satisfaction. This helped in taking new tasks. Duties: * Detail plan of the tasks and processing time. * Utilization report on how much each task took time to process * System availability and support from technical team. * Informing the stake holders and giving updates. * Testing of all the tasks and systems by the associates. Transition Activities: * Collaborated with Business Unit to get additional task for the team. * Ensure proper plan and documentation is submitted to BU and internal stake holders, * Devised training plan for the team to get cross functional trained on different tasks. * Ensure smooth functioning of tasks and meeting deadlines. 2007 - 2010 Team Leader 3 Global Service Pune, MH From: Team Leader Retention's & Sales 3 is one of the major mobile service providers in UK and Europe. It provides services like Pay Monthly, Pay As You Go, and Mobile Broadband & Internet Services. Team leader with Retention Portfolio Responsible for 15 advisors for Direct upgrades sales skill set. Monitor daily operational performance to improve Efficiency and Customer experience Handling escalation calls and monitoring calls for the team to improve Customer Experience Performance Management of Team Coach, and advisors Daily Sales review. Creating and maintain team dashboard for management review. Lead, develop & motivate the Team Run weekly and monthly campaign for the team to achieve targets. Create individual development plan for advisors on the basis of their targets achieved. To coach and give feedback to the team Work closely with the Quality Team to increase efficiency of the team To ensure process and HR policies are maintained by the team. 2001-06 - 2007-11 Assistant Manager Ge Industrial Systems Genpact(Formerly known as GE Capital services) Assistant Manager: Order Management Responsible for a team of 15 CSC Analysts, which includes one SME. Working for major sub businesses in the Order Management(TP). Managing Order management process which involved in Order entry, Expediting orders, taking inbound and outbound calls, issuing credits and debits, releasing orders from hold and handling price variance in orders. Ensure Sales Orders are entered on time without missing the TAT. Resolving disputes around pricing and availability of stocks. Maintain high productivity of processing orders and having zero errors policy. Ensure high customer satisfaction scores through quality and company standards. https://www.visualcv.com/pu7497hmoum
- 3. Create Individual Development Plans for Direct Reports based on performance trends Handle escalation calls. Achievements: Designed and lead a in house automation Tool called Error proofing tool for Order entry and classification of Orders. Benefits: Easy Classification of orders All Kinds of Reports(Agent wise, Month wise, Order wise) Database Warehouse. Standardization of Process SOP across client site. Template Management: Creations of Templates for all the transaction thus reducing time and increasing the quality of work. https://www.visualcv.com/pu7497hmoum