Käyttäjän abrahamsimons profiilikuva
Maan India lippu Hyderabad, India
Jäsen alkaen 5. toukokuuta 2009
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Ø 9 years of experience, in Process Operations and Management / Quality; Client Servicing and Technical Support in the BPO Sector and 3 years experience in law and order – AP Police. Ø Proficient at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. Ø A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas. Ø Hands on experience in Networking and System Administration Ø Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning. Professional Profile Since Jan’2008 with UBS – ISC. world's largest manager of private wealth assets. Associate Director – Central Compliance Core Competencies Process Management q Managing 5 processes – To ensure 100% quality, timeliness and productivity. Compliance processes (Personal account dealing, Outside Business Activities, Licensing & Registration, Blue-sheet and compliance education) are critical to UBS investment banking. q Ensure BCP exercise is carried out at regular intervals q Identify operational risks in the process and mitigate. q Mapping client’s requirements and coordinating in developing and implementing processes in line with the guidelines specified by the client. q Leading and managing processes and monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. q Creating & implementing workflows to facilitate structured support in all areas and issues. q Overseeing process improvement initiatives through system changes, process re alignment/ redefining & efficiency management. q Achieving goals for productivity and effectiveness as defined in the operational and financial plans. q Enhance process capabilities to add new processes without increase in headcount. q Ensuring the process budget is not exceeded and within the forecast. Immense focus on reducing operational cost on an ongoing basis. Quality Management q Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations. q Ensuring error free environment to achieve zero delayed callbacks on ownership cases through REX (resolution experts) pool. q Setting out quality standards for various operational areas and ensuring adherence to quality standards. q Designing modifications for overall improvement in quality and service standards. Team Management/ Training & Development q Conduct trainings to establish professional standards of behaviour. q Developing effective teams and representatives through leadership. q Focus on Corporate social responsibility and ensure participations by the teams. q Ensuring appropriate training to staff and functional groups. q Providing coaching, guidance and direction to maximize team effectiveness and productivity q Coaching and mentoring operational execution. q Mentoring process teams; allocating specific targets after considering the competency level of individual team members. q Arranging trainings for existing/ new recruits for improving their performance levels; updating them latest developments & modifications and inspire individuals to strive for excellence. q Develop a network of people who can provide information or resources through effective ongoing communication. Client Servicing q Attending customer issues/concerns& resolving them after considering the complexity involved. q Providing appropriate resources to resolve escalated technical/customer satisfaction issues to ensure a quality support environment and maximize customer based satisfaction q Implementing quality improvement measures for continual improvement in services, identifying improvement areas and implementing adequate measures to maximize customer satisfaction. Notable Contributions q Implemented four projects, in a span of 9 months of joining, successfully. q Saved 14% FTE through process streamlining, has helped the migration of 4 processes without additional headcount. q All 5 processes are now in a paperless environment. q UBS Certified Documentation Specialist – Documented 3 processes in 1 week. q Attrition below 7%. q 60% of the team is yellow belt certified. q 100% team trained on advanced excel. q Received the Success Story Award. q Nominated for UBS-ISC employee of the quarter, results awaited. q Job rotation at 16.66% to manage attrition. q Unification of 3 teams helped manage 200% volumes May’2003 to Jan’2008 with Dell International Services, Hyderabad The company is the world leader in manufacturing computers. The Growth Path Joined as a Group Leader, May 2003 - Dec 2003 Promoted as a Team Manager, Jan 2003 – Oct 2005 Promoted as a Senior Team Manager- Nov 2005 – Till Date. Core Competencies Process Management q Managing Platinum club – To improve attrition rate, quality metrics and cost metrics. q Managed the ownership process for two entities (140 agents) - Premium queue. Managing key metrics across two entities. q Providing status reporting to the Operations Lead and Area Managers. q Refining existing processes to exceed the current goals. q Anticipating, organising & presenting information (MIS reports/ Dashboards) needed by management & client. q Coordinating the tasks of technical support team to keep work flow consistent q Managing a team of associates (L2) and monitoring their performance to ensure efficiency in process operations & ensure meeting of individual / group targets. Notable Contributions; q Established the ownership process for XPS (Premium Queue) and DTP, thereby enabling these queues to be BOB (best of breed) on CSAT across India sites through ownership model. q Achieved the: § Highest productivity at the site level at 80% (AHT of 19 minutes) – FY04 § Highest RR YTD at site level. q Implemented the initiative FUNZONE - a concept to motivate and energize Technicians on the floor FY04. q Functioned as a Manager of the Quarter for FY04Q3 & Q4, FY05 - Q3&Q4, FY06- Q1, Q2, Q3, Q4. FY07 – Q1, Q2, Q3. q Recieved various awards and appreciations such as: § Awarded Dell Community Service Ambassador – 2005 § Virtual Dinner with Kevin Rollins (CEO DELL) § Special Contribution Award from Dick Hunter. Mar’2001- Nov’2002 with GE Capital, Hyderabad, as a Help Desk Analyst The company is among the Fortune 500’s top 5 companies with diverse businesses. The Role: q Providing computer hardware and software support q Researching and troubleshooting problems using available tools such as the help desk knowledge base and remote control. q Managing, updating and maintaining the help desk problem, inventory, client and knowledge databases. Scheduling and performing computer operations. q Delivering, installing and testing computers, windows-based terminals, application software and peripherals such as printers, modems, scanners and PDA's. Respond, as needed, to network, server and communications problems. q Diagnosing and resolving complex printing problems. Notable Contributions; q Managed the network consisting of Servers on Windows 2000, PCs on Win 95/98/2000/ NT and peripherals like web-cameras, zip drives, printers and scanners. q Researched backup options; developed a suitable back-up strategy and conducted remote administration of Servers and PCs. q Developed applications for centralized configuration management and version control, and conducted baseline audits. q Supervised a team of network engineers and training them in installation and Maintenance of hardware and software of various brands. q Studied and analyzed service data to plan maintenance activities and reduce costs by establishing / improving systems and processes. q Implemented special quality enhancement projects based on Six Sigma. q Worked on the Green-belt project for PC support, successfully redesigning workflow. q Maintained Business Applications, such as Business Objects, Clarify, Hyperion, Edweb, Lotus and Lotus Quick Place. Feb’2000-Feb’2001 with NECX, Hyderabad, as a Customer Support Engineer The company is a channel partner of Wipro in the system integration business. Notable Contributions; q Managing the network comprising of over 200 nodes and 100 printers in a workgroup model. q Conducting upgrades from Win 95 to Win NT and troubleshooting various applications like Win98, Win95, Lotus Notes, Ms Office, PCs and printers. q Understanding user requirements, communicating them to the IT department, identifying and developing vendors ensuring cost efficiency and long-term post sales. Certifications MCSA and CCNA Academic Credentials Pursuing Master of Labour Management from Madurai Kamaraj University. Diploma in Electronics and Communication Engineering, from Government Polytechnic, Anantapur, 1999. Secured a 1st division with 73% Diploma in Hardware Technology from National Institute of Small Industries Education and Training (NISIET), 1999
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