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VG Resume- Total Work Exp 16yrs
- 1. VIDYA G GURUKAR Mobile: + 91 98450 90294 ~ E-Mail: vidyagurukar@gmail.com CAREER ABSTRACT Over 16 years of widespread experience in spearheading customer service delivery operations - Complaint management process, Retention and collection process, Life cycle management, Event management, Service recovery, Channel management, Post inbound and outbound operations, Outsource transition and strategic partners, Audit and Compliance ,Showrooms/lobby operations in telecom industry. Talent Acquisition, Bulk and Niche Hiring in a Large IT Firm Presently working at IGATE Global Solutions -Recruitment Sr.Manager Good professional demeanor, creativity and analytical skills gained through extensive work experience A keen planner, strategist & implementer with expertise in establishing & managing entire operations, with key focus on profitability by ensuring optimal utilization of resources. Demonstrated skill in training, motivating, disciplining large teams, Teamwork and collaboration Experience in relationship building, decision making, hindrance handling and resource allocation. Strong organizer, motivator, team player and a decisive leader with successful track record in directing from original concept through implementation to handle diverse market dynamics. Effective communicator & negotiator with strong analytical, problem solving and organizational abilities. Customer Life cycle Management Account & Relationship management Global mindset Enterprising and entrepreneurial Retentions & Receivables Management Results orientation Networking and inter-personal skills Handling ambiguous and unforeseen circumstances Manage a large team -Talent Acquisition Bulk an Niche Hiring Thrived in Campus And Walk in Drives CORE COMPETENCIES Customer Experience: Sales & Purchase experience Walk-In Experience Channel relationship management (Business partners, Vendors) Inbound postpaid base Complaint Management Voice and Non voice process(Retail and corporate) Customer Life Cycle management (0-4 months). Service Recovery/Base Management Voluntary and Involuntary Retention Showroom Operations National accounts-Unit Level Coordination Collection & Bad debt Strategic planning Customer centricity projects Event management-Rewards & Recognition (For all Vendors). Competencies Overview Customer Experience Operations-Telecom Channel Relationship Management Strategic Planning Green belt trained & certified Audit & Compliance Talent Acquisition Stake Holder Management New Set Ups/ Start Ups Team Management
- 2. Loyalty Program management(For corporate) Business management review and reporting Audit and Compliance National Account management-Pan India To lead ,manage and assist a team of relationship managers who handle the complete customer life cycle management of National accounts on telecom products like Mobile, FL , DSL To ensure end to end service delivery for corporate meeting their requirement as per defined TAT and SLA To be the one point contact for Key Decision Makers at Corporate an ensure nil escalations To conceptualize, develop and implement new service initiatives in order to significantly enhance the business performance. To engage with corporate senior management team and ensure customer delight activities are conducted at regular interval. Works with business and HR leaders to forecast recruiting needs and determine the best source of talent Quality and process Management Yellow belt and green belt trained Active member of Quality circle. Effective implementation of process and automation to meet internal and external customers. Conducted root cause analysis of the problem and taking steps to rectify and eradicate the same. Ensuring self certification on all process and auditing on equal intervals. Core team member of ISO 27001 Makes a major contribution to a decision or policy judgment reached by others Ensure 100% service level adherence to business processes. Manage and up sell airtel products/services to corporate through its life cycle management process Track and monitor on corporate revenue performance of different products/services People Management Objective setting, leading, training & monitoring team to ensure efficiency in operations and meeting of individual & group targets. Managed an operations team of 100 150 members and has ownership for the collective performance of the team and for meeting team goals; represents the team to internal and external stakeholders Responsible for hiring, setting and monitoring of annual performance plans, coaching, and development; ensures that the proper tools are in place to support the team and the processes. Effective transition and re deployment. Recruitment for customer service delivery. Deft in handling clients and providing them utmost support for continued support and new businesses. Shown success in managing back end operations and conducting random quality audits while adhering to SLA levels. Communicates the vision for the recruitment team and develops goals and objectives based on staffing, development, retention, and brand management. CAREER CONTOUR Current Employer: IGATE Global Solutions Pvt Ltd: May 2013 Till Date Designation : Sr.Manager Recruitment Leadership Responsibilities Directly manage Talent Acquisition Managers and Team Members. Direct, supervises and coordinates work activities and Responsible for performance management Front Line and Lateral Recruiting Have developed recruitment strategies for the business unit to ensure the selection of top quality candidates.
- 3. Analysis Tracks analytical data regarding all facets of the hiring process. Align recruiting strategy, as needed, based on analysis. Employer 2: Bharti Airtel Ltd, Bangalore: Mar 1999 April 2013 Designation : Manager National Account Mar99 Jun02 Customer Relation Executive Airtel showrooms Jul02 Apr03 Team leader Call centre May03 Oct03 Team Leader- Complaint Management Nov03 Jun05 Supervisor- Corporate customer care Jul05 Apr06 Coordinator-National Accounts & VIP base May06 Mar07 Asst.Manager New Customer Experience Apr07 Mar08 Head showrooms-Zonal Operations Apr08 Jun09 Manager-Retention head-Retail July09-Apr10 Manager-Retention and collection-Retail June10 May11 Head - Retention & Collection-Karnataka (active bucket) June11 Feb12 Head Audit and Compliance-Karnataka Feb12 May12 Head Involuntary field collection-Karnataka (Integrated Business- Mobility, Fixed Line,DSL) June12-Apr13 Head National Accounts Pan India (Solitaire Segment) Highlights with Bharti Airtel Ltd: o Reduce costs by optimal utilizations of all available resources. o Utilize resources to project call volumes based on historical data. o Defining staffing requirements and initiating recruitment process. o Ensure that rostering and scheduling is accurate to meet inbound and out bound requirements. o Generate reports continuously that support business improvement and increase profitability. o Excellent Gallup scores o Team building workshop o Induction to the new joinees o Recognized for breaking and setting new bench mark performance o Contributed and received appreciations for initiating Good practices and replications in correcting process gaps and for enhancing business o Initiated and Lead successful projects Employer 1: Swara International Ltd: May 1998 to Mar 1999 Last Designation: Business development executive Accountabilities: Recruitment process Responsible for outsourced employees receivables & payables Attendance & performance tracking Coordinate on incentive & pay hike with companies Monthly meeting Visits to counters where an sales executive is recruited Educational Qualifications B A Bishop Cottons College, Residency Rd Bangalore
- 4. PUC Bishop Cottons College, Residency Rd Bangalore SSLC St Annes High School, Bangalore. PERSONAL DOSSIER Date of Birth: 17th Feb 1976 Address: Jakkur Plantation Road Bangalore Vidya Gurukar