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AED 9,000

Looking for a suitable vacancy in Customer Service / Call Center / Administration / Executive Secretary

  • First Name: Soman
  • Last Name: Paliath
  • City: Dubai
  • Country: United Arab Emirates
  • Phone No: 00971565820212
  • Education: MBA & B.Com
  • Field of Study: B.Com with MBA
  • College or University: Mahatma Gandhi University
  • Time Period: I am on Visit Visa & can Join Immediately
  • Listed: August 29, 2015 2:02 pm
  • Expires: This ad has expired
Photo - Soman Paliath

Work Experience

(I) Ernst & Young, India (Oct 2014 – Feb 2015)

Role : Senior Team Leader

Responsible for Overall Delivery, Client Relationship, Quality Assurance, People management, Hiring & Staffing, & Performance Appraisals.

• Led a Two member team & Successfully implemented Go-Live of new Project transitioned from Client location to onshore via Web-ex sessions
• Client contact for SLA Adherence, Quality adherence.
• Prepare reports & presentations for stake holders.

(II) NGA Human Resources, India (July 2013 – April 2014)

Role : Team Leader

Responsible for Overall Delivery, Client Relationship, Quality Assurance, People management, Hiring & Staffing, & Performance Appraisals.

• Led a 30 member team to support the Learning Operations of Client “Boston & Scientific”
• Led a 4 member team additionally & Successfully implemented Go-Live of Learning Operations of new client “ Abbvie”. The Project was transitioned from Client location to onshore via Web-ex sessions.
• Client contact for SLA Adherence, Quality adherence.
• Prepare reports & presentations for stake holders.
• Chaired conference calls with Stake holders to highlight & sort out the issues faced in operations

(III) Tata Consultancy Services Ltd, India (May 2006 – March
2013)

Role : Team Leader (Billing Process)

• Travelled to UK to lead the transition (billing process) from client location & Implement it offshore.
• Lead a team of 7 members to ensure smooth daily operations.
• Conducted & chaired calls with Revenue Controllers & Client Service Managers & Directors, to suggest improvements & highlight issues in day to day operations.
• Single Point of contact for Client Escalations & SLA deliverables.

Role : Team Leader (Inbound Voice Process)

• Lead a team of 10 agents for inbound customer service department of International call center of Telstra, Australia.
• Define the Key Performing Index (KPIs) for the team & conducted Mid-Year & Year-end appraisals for them
• Monitor Call & email quality of the team & provide appropriate feedback
• Single Point of Contact for Client Escalations, Interactions & Client Deliverables.

Role : Team Leader (Collections Process)

• Lead a 3 member team for Business to Business collections for Nielsen Australia & New Zealand.
• Initiated & chaired bi-monthly audio conference calls with the stake holders (Onshore) to highlight issues & suggest feedback for various issues faced by offshore team.
• Send weekly reports (Customer Ageing report & Escalation Report) to all stake holders.
• Monitor Call & email quality of offshore team & provide appropriate feedback.
• Define the Key Performing Index (KPIs) for the team & conducted Mid-Year & Year-end appraisals for them

Process Executive & Single Point of Contact ( Investment Banking Process)

• Opening of New Counterparty accounts of various clients of Deutsche Bank, to enable trading in Fixed Income products.
• Setting the Standard Settlement Instructions (SSI) in DB owned applications and Third Part applications of Deutsche Bank for various products such as Equities, Fixed Income, and Derivatives.
• Maintain and Update SSI, as per the instructions from Client Service.

(IV) Nous Infosystems Pvt. Ltd, India (July 2005 – April
2006)

Role : Accounts Executive

• Reconciliation of Bank accounts
• Tracked timesheets of Onsite employees
• Handled Cash & Bank Payments for the Head office
• Calculation of TDS & its remittance.
• Prepare & payment of Flexi-reimbursements for Senior Managers.

(V) Progeon Ltd (Infosys BPO), India (January 2005 – June
2005)
Role : Process Executive

• Handled Inbound calls from customers of British Telecom for their Customer Service Department.
• Handled email queries of Customers of British Telecom

Description

An experienced candidate is looking for a suitable vacancy in Customer Service / Call Centre / Administration / Executive Secretary.

Synopsis of the Candidate :

 Overall experience of 9+ Years across domains such as Finance, Banking, Telecom & Accounting.
 8+ Years experience in operations across domains such as Finance, Banking, & Customer Service (Telecom Industry)
 Recognized for outstanding leadership abilities, Proven track record of handling complex assignments within tight deadlines. Extensive experience at managing large teams.
 Experienced in successful implementation of 3 Transitons (New Process) from Client Location to Onshore.
 Experienced in usage of MS Office Applications – MS Excel, Word & PowerPoint.

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Listing ID: 56755e1bb5fa5feb