Nisha Nair Tel: +91 9825705885 Email: nisha180279@gmail.com

Objective I am seeking rewarding opportunities where I can apply my skills, abilities, experience

and demonstrate my enthusiasm and commitment to the satisfaction of my employer.

Education Schooling throughout CBSE Board in 6 States. BE in Plastics Technology (Branch of Chemical Engg) from Gujarat University, L.D. College of Engineering with Distinction. PGDBA from Symbiosis, Pune (Distant Learning) specialization in marketing

Key Skill and Competencies

Managing Customer Services in a multiservice environment Strong administrative and organizational skills Handling complex customer complaints/enquiries Effective negotiation and risk management skill Effective rostering and scheduling skill Result oriented and strong ability to analyze and interpret statististical information. Coordinating staff recruitment

Experience 2013 Sep – To Date Canvera Digital Technologies Pvt. Ltd. Gujarat – Ahmedabad India.

Regional Manager Reporting to VP

Handling team size of 100+ geographically spread across 5 locations i.e, Ahmedabad, Mumbai, Indore, Jaipur and Kolkata, which includes Assistant Managers, Leads, Executives, CSE and Quality team.

Responsible to optimize team productivity ,minimizing cost and achieving margin % for each branch and keep a tab on cost vs revenue and ensure each branch meets break even.

Responsible to meet SLA with quality standards & zero escalations.

Responsible for people management, team management, individual performances, SOP compliance, workflow, and process setups

Arrange employee development and motivation programs.

Managing staff bonus, incentive and reward scheme.

Performance management

Responsible to keep a tab on proper closure on escalations received and to ensure that customer issues/concerns are addressed within TAT. Ensuring refresher trainings are given periodically to all.

Responsible to coordinate with Sales for forecast and then carrying out manpower projection, capacity planning, scheduling and staffing.

Responsible for customer management of key customer which are in Super Elite Category

Preparing robust risk management framework to identify business and operational risks and present risk mitigation techniques.

Performing business reviews and implementing strategic decisions for betterment of business. ACHEIVEMENT

With the help of DMAIC project worked on efficiency uplift project and brought up the efficiency from 81% to 94 % in the span of 2 months for the new comers on board.

Made the region (5 branches put together) handled by me cost efficient by 15% and 23% in last 2 financial year in terms of margin%

2007 Mar – 2013 Sep (6.5 Years) Vodafone India Services Private Ltd. Gujarat – Ahmedabad India.

Assistant Manager International Process. Reporting to Business Head

Responsible for key Operational KPI’s SL, Quality, Absenteeism & Attrition.

Responsible for successful migration of processes with zero escalations.

Responsible for interdepartmental coordination with HR, Quality, Training, Admin, IT & Ops control department.

Handled email customer service for UK customer base for 1.5 years (was part of the transition team during process migration) and currently handling backend operations for UK customers.

Responsible for providing customers with resolution with stipulated TAT (SL-98%) with 98% accuracy.

Managed to achieve absenteeism below 5 % and attrition below 3% for the process.

Experience of handling both front end and backend operation in International business.

Daily/Weekly interaction with onsite partners and UK stake holders (through voice calls & VC).

Designing customized reports for each processes to provide transparency and confidence to UK counterparts.

Co-ordinate with local and UK IT to resolve any application or IT issues resulting in downtime. Analyze & report the impact on business due to such issues.

Sharing timely hiring requirement with the Ops control team and monitoring manpower ratios in terms of TL: Advisor, TOM:TL etc.

Real time monitoring of incoming transactions, queue & agent behavior.

Responsible for weekly one on one and monthly review with TL’s and monthly skip with the team members.

Auditing the feedback & coaching process/self-transaction/ minutes of monthly meeting/score card sharing of TL’s along with process update dissemination.

Keeping a check of PKT scores for the team and preparing TNI and sharing the same with training team for organizing refreshers within the training shrinkage.

Preparing and presentation of MBR/QBR review decks.

Validating the process improvement ideas from the team and sharing it with onsite/UK team for sign offs.

Introduced calendar of team engagement activity & internal e-sat survey as a part of teambuilding and employee satisfaction exercise.

Team Operations Manager Prepaid Inbound – Rajasthan Domestic Operations. Reporting to Circle Head

Monitoring Key Operational KPI’s Inbound, measurement against client KPI’s (Service Level & Full utilization of ACHT)

Ensure Pre to Post conversion per month/quarter

Ensure customer Satisfaction with people interaction in customer operations measurement against Quality Indices ( CSAT, External audit score)

Introduction of process improvement programs with effectiveness of DMAIC project roll out.

Ensure controlled repeat call% (Enquiry/Request/Complaint) at site level.

Ensure controlled attrition rate of both off roll/on roll employees.

Conduct weekly/monthly performance review with team and ensure improvement on all aspects of KPI

Prepare presentations for monthly review with client and share voice of customer and voice of CSR’s.

Skip Level meeting with team once in a month.

Design training Calendar for direct reportees as a part of developmental plan.

Ensure timely dissemination of information and updates received from all sources to entire team. Dipstick to make sure effective download.

Conduct timely appraisal ( confirmation/Anniversary/Annual) of team members in fair manner and also identify areas of improvement

Team Leader Prepaid Inbound – Rajasthan Domestic Operations. Reporting to Team Manager

Was a core member of transition team during process migration from Jaipur to Ahmedabad.

Handled team of approx. 40 inbound customer service representative

Ensure team meets productivity/ACHT target month on month basis

Ensure Call quality & CSAT

Maintain schedule adherence & shrinkage

Ensure employee engagement to curb attrition

Skip level with CSR’s once in a month and report to be shared with reporting manager. Ensure well-being of direct reportees and implement feedback regarding developmental areas

Adequate floor support and RTQM to maintain required Service Level.

Coaching and training team members for next level.

Make sure team member adhere to laid down policies & work is done with all fairness and no malpractice is followed by team members.

Prepare presentation for monthly review with reporting manager

Ensure that projects handled related to process are handled efficiently and manager responsible is informed of status of project along with timely completion.

Chosen to visit Jaipur every quarter to attend the VOC meet along with the senior management team.

Motivate and inspire team members to give their 100%.

2003 Feb – 2007 Mar I Call India, Ltd. (now Ascendum) Gujarat – Ahmadabad India.

Company Profile: Backed by ADANI Group of Industries, it has expertise in both Domestic & International segments with major clients like idea, Reliance, BSNL in domestic arena and international campaigns for North American & European countries viz. Telephone activations, Petrochemical Survey and study, mortgage, database collection and market intelligence report.

Team Leader Reporting to Project Manager

Responsible for smooth functioning of B2B international campaign of Townsend’s for marketing of Plastic intelligence reports and database updating and management for plastic processors and petrochemical giants.

Maintain client specific daily project plan and project report.

Supervising leadership and technical team on CLASS (Customer Loyalty and Satisfaction Survey) programs on behalf of plastic resin producers.

Daily interaction with client and prepare client specific daily/weekly and monthly analytical report

Monitor daily team performance and guiding new inductees for projects critical to quality calling parameters to ensure that team meets SLA specified by client.

Managed allocation of leads, was also responsible for structuring incentive schemes and timely appraisal.

Responsible to schedule training of bottom quartile members of team in coordination with training and quality department

Responsible for controlled attrition level.

2000 Dec – 2003 Feb Shree Rama Multi Tech Ltd. Gujarat – Ahmadabad India.

Production Planning Executive Reporting To Marketing Manager

Coordinating with production department for timely execution of order placed and to ensure sales target are met.

To provide monthly analysis of performance and recommend solutions for areas with downward trend.

Coordinating with clients such as Hindustan Lever Ltd, Dabur, LETAP International, VI John, VICCO, Coca Cola & Kingfisher for monthly order, dispatch, future plans, outstanding payments &quality related issues.

Coordinate with the branch managers at Delhi, Mumbai & Bangalore for client specific information.

Personal Date of Birth: 18th February 1979

Details Marital Status: Married Nationality: Indian Passport No: J3991792

Address B-201, Sankalp Greens Nr. Godrej Garden City Ahmedabad – 382470

Computer Literacy: Well versed with MS Office and all essential packages Languages: English, Hindi, Malayalam, Gujrati

Interests Travel, Long Drives, Music, Reading, Cricket

Declaration I hereby declare that above mentioned information is correct to the best of my knowledge.