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- 1. Nisha Nair Tel: +91 9825705885 Email: nisha180279@gmail.com Objective I am seeking rewarding opportunities where I can apply my skills, abilities, experience and demonstrate my enthusiasm and commitment to the satisfaction of my employer. Education Schooling throughout CBSE Board in 6 States. BE in Plastics Technology (Branch of Chemical Engg) from Gujarat University, L.D. College of Engineering with Distinction. PGDBA from Symbiosis, Pune (Distant Learning) specialization in marketing Key Skill and Competencies  Managing Customer Services in a multiservice environment  Strong administrative and organizational skills  Handling complex customer complaints/enquiries  Effective negotiation and risk management skill  Effective rostering and scheduling skill  Result oriented and strong ability to analyze and interpret statististical information.  Coordinating staff recruitment Experience 2013 Sep – To Date Canvera Digital Technologies Pvt. Ltd. Gujarat – Ahmedabad India. Regional Manager Reporting to VP  Handling team size of 100+ geographically spread across 5 locations i.e, Ahmedabad, Mumbai, Indore, Jaipur and Kolkata, which includes Assistant Managers, Leads, Executives, CSE and Quality team.  Responsible to optimize team productivity ,minimizing cost and achieving margin % for each branch and keep a tab on cost vs revenue and ensure each branch meets break even.  Responsible to meet SLA with quality standards & zero escalations.  Responsible for people management, team management, individual performances, SOP compliance, workflow, and process setups  Arrange employee development and motivation programs.  Managing staff bonus, incentive and reward scheme.  Performance management  Responsible to keep a tab on proper closure on escalations received and to ensure that customer issues/concerns are addressed within TAT. Ensuring refresher trainings are given periodically to all.  Responsible to coordinate with Sales for forecast and then carrying out manpower projection, capacity planning, scheduling and staffing.  Responsible for customer management of key customer which are in Super Elite Category
- 2.  Preparing robust risk management framework to identify business and operational risks and present risk mitigation techniques.  Performing business reviews and implementing strategic decisions for betterment of business. ACHEIVEMENT  With the help of DMAIC project worked on efficiency uplift project and brought up the efficiency from 81% to 94 % in the span of 2 months for the new comers on board.  Made the region (5 branches put together) handled by me cost efficient by 15% and 23% in last 2 financial year in terms of margin% 2007 Mar – 2013 Sep (6.5 Years) Vodafone India Services Private Ltd. Gujarat – Ahmedabad India. Assistant Manager International Process. Reporting to Business Head  Responsible for key Operational KPI’s SL, Quality, Absenteeism & Attrition.  Responsible for successful migration of processes with zero escalations.  Responsible for interdepartmental coordination with HR, Quality, Training, Admin, IT & Ops control department.  Handled email customer service for UK customer base for 1.5 years (was part of the transition team during process migration) and currently handling backend operations for UK customers.  Responsible for providing customers with resolution with stipulated TAT (SL-98%) with 98% accuracy.  Managed to achieve absenteeism below 5 % and attrition below 3% for the process.  Experience of handling both front end and backend operation in International business.  Daily/Weekly interaction with onsite partners and UK stake holders (through voice calls & VC).  Designing customized reports for each processes to provide transparency and confidence to UK counterparts.  Co-ordinate with local and UK IT to resolve any application or IT issues resulting in downtime. Analyze & report the impact on business due to such issues.  Sharing timely hiring requirement with the Ops control team and monitoring manpower ratios in terms of TL: Advisor, TOM:TL etc.  Real time monitoring of incoming transactions, queue & agent behavior.  Responsible for weekly one on one and monthly review with TL’s and monthly skip with the team members.  Auditing the feedback & coaching process/self-transaction/ minutes of monthly meeting/score card sharing of TL’s along with process update dissemination.  Keeping a check of PKT scores for the team and preparing TNI and sharing the same with training team for organizing refreshers within the training shrinkage.  Preparing and presentation of MBR/QBR review decks.  Validating the process improvement ideas from the team and sharing it with onsite/UK team for sign offs.  Introduced calendar of team engagement activity & internal e-sat survey as a part of teambuilding and employee satisfaction exercise.
- 3. Team Operations Manager Prepaid Inbound – Rajasthan Domestic Operations. Reporting to Circle Head  Monitoring Key Operational KPI’s Inbound, measurement against client KPI’s (Service Level & Full utilization of ACHT)  Ensure Pre to Post conversion per month/quarter  Ensure customer Satisfaction with people interaction in customer operations measurement against Quality Indices ( CSAT, External audit score)  Introduction of process improvement programs with effectiveness of DMAIC project roll out.  Ensure controlled repeat call% (Enquiry/Request/Complaint) at site level.  Ensure controlled attrition rate of both off roll/on roll employees.  Conduct weekly/monthly performance review with team and ensure improvement on all aspects of KPI  Prepare presentations for monthly review with client and share voice of customer and voice of CSR’s.  Skip Level meeting with team once in a month.  Design training Calendar for direct reportees as a part of developmental plan.  Ensure timely dissemination of information and updates received from all sources to entire team. Dipstick to make sure effective download.  Conduct timely appraisal ( confirmation/Anniversary/Annual) of team members in fair manner and also identify areas of improvement Team Leader Prepaid Inbound – Rajasthan Domestic Operations. Reporting to Team Manager  Was a core member of transition team during process migration from Jaipur to Ahmedabad.  Handled team of approx. 40 inbound customer service representative  Ensure team meets productivity/ACHT target month on month basis  Ensure Call quality & CSAT  Maintain schedule adherence & shrinkage  Ensure employee engagement to curb attrition  Skip level with CSR’s once in a month and report to be shared with reporting manager. Ensure well-being of direct reportees and implement feedback regarding developmental areas  Adequate floor support and RTQM to maintain required Service Level.  Coaching and training team members for next level.  Make sure team member adhere to laid down policies & work is done with all fairness and no malpractice is followed by team members.  Prepare presentation for monthly review with reporting manager  Ensure that projects handled related to process are handled efficiently and manager responsible is informed of status of project along with timely completion.  Chosen to visit Jaipur every quarter to attend the VOC meet along with the senior management team.  Motivate and inspire team members to give their 100%. 2003 Feb – 2007 Mar I Call India, Ltd. (now Ascendum) Gujarat – Ahmadabad India.
- 4. Company Profile: Backed by ADANI Group of Industries, it has expertise in both Domestic & International segments with major clients like idea, Reliance, BSNL in domestic arena and international campaigns for North American & European countries viz. Telephone activations, Petrochemical Survey and study, mortgage, database collection and market intelligence report. Team Leader Reporting to Project Manager  Responsible for smooth functioning of B2B international campaign of Townsend’s for marketing of Plastic intelligence reports and database updating and management for plastic processors and petrochemical giants.  Maintain client specific daily project plan and project report.  Supervising leadership and technical team on CLASS (Customer Loyalty and Satisfaction Survey) programs on behalf of plastic resin producers.  Daily interaction with client and prepare client specific daily/weekly and monthly analytical report  Monitor daily team performance and guiding new inductees for projects critical to quality calling parameters to ensure that team meets SLA specified by client.  Managed allocation of leads, was also responsible for structuring incentive schemes and timely appraisal.  Responsible to schedule training of bottom quartile members of team in coordination with training and quality department  Responsible for controlled attrition level. 2000 Dec – 2003 Feb Shree Rama Multi Tech Ltd. Gujarat – Ahmadabad India. Production Planning Executive Reporting To Marketing Manager  Coordinating with production department for timely execution of order placed and to ensure sales target are met.  To provide monthly analysis of performance and recommend solutions for areas with downward trend.  Coordinating with clients such as Hindustan Lever Ltd, Dabur, LETAP International, VI John, VICCO, Coca Cola & Kingfisher for monthly order, dispatch, future plans, outstanding payments &quality related issues.  Coordinate with the branch managers at Delhi, Mumbai & Bangalore for client specific information. Personal Date of Birth: 18th February 1979 Details Marital Status: Married Nationality: Indian Passport No: J3991792
- 5. Address B-201, Sankalp Greens Nr. Godrej Garden City Ahmedabad – 382470 Computer Literacy: Well versed with MS Office and all essential packages Languages: English, Hindi, Malayalam, Gujrati Interests Travel, Long Drives, Music, Reading, Cricket Declaration I hereby declare that above mentioned information is correct to the best of my knowledge.