1. ASHISH CHANDRA
Contact: +91-9999103386; Email: achandra196@gmail.com
OPERATIONS MANAGEMENT PROFESSIONAL – BPO
Seeking challenging assignments with an organization of repute across the BPO Sector
SUMMARY OF SKILLS
• Competent and diligent professional offering around 3 years of experience as Team Lead with reputed
organizations with excellent professional skills achieved via rich cross-functional exposure ; currently
spearheading as Team Leader with Indiabulls Technology.
• Expertise in maintaining high standards of customer & client service , with quality & service norms to
achieve customer satisfaction and business retention. Adroit in developing service strategies according to the
set targets and actively involved in controlling service deliverable as per given SLAs & TAT.
• Established track record in leading and mentoring cross-functional teams in multi-facility environments
in order to maximize levels of productivity. Well versed in maintaining highest level of quality in operations and
ensuring that the team adheres to all the quality parameters and procedures as per the stringent norms.
• Consummate professional with outstanding presentation and leadership skills, strong People Management Skills,
capable of managing members having distributed skill sets, ensuring judicious utilization of resources, excellent
planning, execution, monitoring and attention to detail as well as the ability to build and lead effective teams.
Core Competencies
Team Management & Leadership ♦ BPO Operations ♦ Client/Customer Relationship Management ♦ Cross-Functional
Coordination ♦ Process Improvement ♦ Training & Development ♦ Relationship Management ♦ Report Management &
Documentation ♦ Quality Assurance/ Management
PROFESSIONAL EXPERIENCE
Indiabulls Technology ♦Team Leader ♦ Mar’ 15-Mar’ 16
Job Responsibilities:
* Motivating and coaching internal customer service people on how to meet the SLA
* Ensure operator are delivering individual outbound calls target, SLA & KPI
* Develop and coach effective questioning skills to understand a prospects need
* Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.
* Develop action plans to increase performance and productivity of under-performing individuals
* Conducting team meetings, pre/post/mid shifts
* To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries,
complaints and request for services at the earliest possible opportunity.
* Manage & motivate a team of 30 outbound operators.
* Deliver the required volume of effective coaching.

2. Personal Attributes:
* Excellent soft skills - listening, motivating, communicating
* A strong sense of leadership and inspiration
* Portray a positive attitude to maintain a department of enthusiasm and drive
Bird Information Systems Private Limited ♦ Team Leader ♦ Mar’ 11-Mar’ 15
• Successfully handling management of the operations and perform as a Trainer, Quality Analyst and Team Leader and
handle service delivery, quality assurance, client management, training, and `Turn around Time’ related functions
while ensuring error free and timely processing of files with keen eye on quality.
• Set goals for the team members, making work allocations among them, and providing them constant motivational
inputs to maximize individual /overall team productivity.
• Liaisoning with the clients to ensure unidentified issues are escalated and seek clarifications in a timely fashion.
• Adhering to the timelines for resolution of queries being raised and follow-ups are being done at regular intervals to
ensure the issues are being resolved
• Determining the training needs, identifying training gaps & conducting programs to enhance operational efficiency of
entire team to ensure profitability and maintaining productivity benchmark.
• Developing new ideas to ensure that there is more scope of improvement in the process thereby giving benefits to the
clients in terms of productivity saves.
• Maintaining and updating the knowledge repository for the unit and timely implementation of the process change
ensuring the units are abreast with the new changes.
• Offering complete customer support related to various issues/ queries ensuring 100% customer satisfaction and
complete adherence to quality norms.
• Ensure that team members are adhering to call quality standards and practices and conducting regular call monitoring
checks.
• Maintaining, reviewing & analyzing daily reports basis productivity, AHT, Sales Rate, Utilization and Occupancy.
• Responsible for communication, maintenance of reports, documentation while coordinating with other departments.

3. • Providing training to team members and new recruits to take up responsibilities and inculcate strong focus on
compliance of policies & regulations and internal controls.
• Establishing Feedback Mechanism to monitor errors of keying Associates, to improve overall Quality % of the project.
• Developing team management skills by training/ mentoring fresh recruits for all the functions of the process and
handling training procedures.
• Providing regular feedback to team members and assist them in resolving nagging issues to ensure superior
performance delivery.
• Developing a team environment that ensures that all team members perform at a consistent level & plan to make sure
to utilize individual competency of each team member.
Serco BPO ♦ Tele Marketing Executive ♦ Oct’ 09-Mar’ 11
• Proactively generated profile, new business and customer sales opportunities of matrimonial website (simply marry)
predominantly through telemarketing operations.
• Received, acknowledged and responded appropriately to inbound telephone and email enquiries; prioritized and
initiated follow-up calls in response to requests for information and maintained accurate records of calls.
• Undertook categorization of sales opportunities to identify prospective customers and conduct lead generation;
maintained accurate records of all telephone calls.
• Maintained and improved data integrity to facilitate customer service and support in a timely and quick manner.
• Efficiently performed additional duties such as being a part of swayambars organized by simply marry.
• Responsible for building cordial relationship with clients facilitating them on using company services in better way.
• Ensured highest standard of customer satisfaction and quality service; implemented procedures to improve customer
satisfaction level and resolved customer queries
EDUCATIONAL CREDENTIALS
B.A. (Program), 2015
Delhi University
Intermediate, 2009
CBSE Board
Matriculation, 2007
CBSE Board
Computer Proficiency
MS Office and Internet Applications
Date of Birth: 28
th
April 1991