Sunil T.

TEAM LEADER – MIS (Exp: 8.5+ years) Seeking Challenging Assignments across Industries Over 5 years of experience in analysis and MIS reporting. Proficient in Microsoft Office Applications (Excel, Power Point, Word) and VBA. Also Sound knowledge of Oracle CRM applications, AVAYA CMS, concepts and reporting. Seeking a challenging position in MIS function/Credit Control function in a reputed Organization r FUNCTIONAL SKILLS INCLUDE q Team Management/Training q MS Office (MS Excel, Power Point, MS Word) q VBA q Data Analysis q Automation of Reports q Invoice System q Salary & Tax Calculation q Oracle Application & Blue Pumpkin q Avaya CMS r PROFESSIONAL EXPERIENCE ORGANIZATION: Verve Global (Verve has acquired OS2i in Mar 2009) Mar 2009 - Till date Designation : MIS Team Lead Operational/General Responsibilities: § Setting standards of work within the team, monitoring & enhancing team performance of the each team members. § To address staff issues and represent the views and concerns of the staff to the management. § To put the non-performing / underperforming staff members on performance counseling. § Design the carrier path for the team and put plans in place for meeting the Organization objectives. § Ensure timely daily/ weekly / monthly reporting of the team by achieving TAT and with accuracy. § Look at options to automate reports in order to reduce effort estimate on data compilation and collation, thereby giving more time to quality analysis. § Represent the process flow & performance via various charts & reports. § Generating MIS Reports & analytics, showing day-to-day performance of the processes. § Responsible for on demand reporting as per management requirement. § Coordinating with various departmental heads for smooth execution of all activities. § Prepare Interim data reports for the KPO (Market Research Division) by extracting data from the internal database. Contract/Finance/ Credit Controller Related Responsibilities: § Co-ordinate with the legal team for documentation of new service agreement as agreed with the clients. § Reviewing and making changes into the service agreement as per requirement. § Create Contracts for New clients and communicate with the clients to receive signed copies of the contracts. § Prepare detailed invoicing reports, prepare Invoice and email it to the clients. § Monitoring on Credit Control of the organization to maintain cash flow. § Forecasting future Sales and Remittance for the current month by using till date Data. § Generating daily, weekly, monthly report for Remittance and forwarding the same management. § Pursue debts/bad debts /legal issues through emails. § Collection of overdue debt through emails/call. § Responsible to prepare weekly revenue report of all departments. Achievements: § Involved in the company wide implementation of ISO:9001 QMS (Quality Management Systems) and ISO:27001 ISMS (Information Security Management System) § Developed a tool for HR which generates leave records & payroll reports automatically. § Developed a tool for invoicing in summarized format which generates an email with attachment(s) sent to the clients automatically. § Provided training to 250 employees in three phases Beginners, Intermediatory and Advance Excel. ORGANIZATION: OS2i India Pvt Ltd May 2007 – Feb 2009 Designation : MIS Team Lead § Prepared capacity planning for process and generate staffing projection as per Client Requirement in coordination with the Service Delivery Department. § Prepared uniform client activity sheet for all clients which can be filled by all employees reducing waste of efforts in making different reports for different clients. § Maintain leave management system for entire organisation and co-ordination with HR department. § Assimilate the data and prepare reports pertaining to Performance Incentive, Over Time and Night Shift Allowance. § Create accounts for a new client in the system. § Prepared KPI Dashboard for the organisation. § Prepared Resource Allocation System template for all operational activities. Achievements: § Awarded as “Manager of The Month” (Oct 07) for helping finance department to stabilise Credit Control systems. Also created template which helped to create reports instantaneously. § Awarded as “Manager of The Month” (Jun 07) for creating Resource Allocation System. § Developed a tool for salary & IT calculation of employees. ORGANIZATION: WNS Global Services Pvt. Ltd. Jun 2006 – May 2007 Designation: MIS / WFM Analyst § Prepare shift Scheduler & transport scheduler for multiple processes (6 processes, 500+ Employees). § Efficiently handled payroll and attendance report for various processes. § Prepare capacity planning for all the process. § Generate staffing requirement as per call flow. § To work towards optimizing the efficiency of the Operations team by staffing agents effectively and efficiently. § Handling of Seating Plan and sharing the seat in best possible way to reduce seat utilization. § Worked on customization of reports and ensure timely generation of reports with Accuracy. § Generated daily, weekly, monthly MIS reports for Inbound Contact center. § Release monthly Performance Incentives report. § Hands-on experience in CMS Avaya. § To ensure that all the SLA requirements are met and achieve process specific targets (SLA, Abn rate etc.) through real time monitoring and maintain Break Schedule. § Handling of Real Time Monitoring by Study forecast & intraday call pattern, Observing call in queue, call volume, optimizing breaks as per RTA requires, floor control during roll over. Achievements: § “Brainwave” award for the quarter “Jul’06 - Sep’06” for creating automated template which gives daily, weekly & monthly summary report of all employees, teams and entire process on single click. § Awarded as “Best performer for Quarter:Oct-Dec’06 ” for outstanding performance in current role. ORGANIZATION: E2E SerWiz solutions Pvt. Ltd. (A Tata Enterprise) May 2004 – Jun 2006 Designation: Customer Care Executive § Handled incoming and escalated calls. § Created performance report of team members on daily basis. § Kept attandace track records of the team. § Created User friendly manual in MS-Excel for the team to understand the process, where the team member can get any process related queries with a single click. § Assigned the work flow and managing the team in absence of TEAM LEADER. § Obtained feedback from quality department and implement recommendations and provided Performance feedback to team members. Achievements: § Awarded 8 times as a “STAR OF THE MONTH’’ during sort period of 13 months. § Received 2 times “WOW AWARD’’ for outstanding performance in current role. § Prepared an automated format for my Team which generates team reviews and helped in quick TAT 24 hours to 2 hours. § Prepared product and services temple which was useful – quick access, user friendly – useful in down time. ORGANIZATION: Meet Marketing (I) Pvt. Ltd. Jul 2002 – Dec 2003 Designation : Sales Executive (Jan 2003-Dec 2003) Designation : Supervisor (Jul 2002-Jan 2003) r EDUCATIONAL & PROFESSIONAL CREDENTIALS § BBA: Gujarat University (2004) r TRAINING ATTENDED: § Attended training sessions on ISO 9001 and 27001 certifications in Verve Communications. r ADDITIONAL INFORMATION § Date of Birth: 14-November-1983 § Languages Known: English, Hindi & Gujarati § Interests and Hobbies: Listening to music. § Marital Status: Single