1. BASIC INFORMATION (Personal Dossier)
Name : Ajay Kalra
Experienced in : Inbound, Outbound, Sales, Upselling, US Collection, UK Sales,
Transition and Client Desk.
Industry : BPO/KPO/Banking.
E-Mail : AJ.kalra@yahoo.com
Phone : +91 8800003010
Address : A-2602 Green Fields Faridabad. Pin Code -122001
Language known : English, Hindi , Punjabi and Arabic
BACKGROUND (Career Contour)
Summary:
A results-oriented professional with proven success handled Inventory
Management, Operation, Transition and Migration with a proven ability in
implementing my work in organized manner since 10+years of my successful
career .I expertise in- BPO/KPO/Banking Process. I have in depth knowledge
of Entire Call Centre Industry. I possess effective communication skills and
am a team player with strong Organizational, Logical and Problem Solving
Abilities.
I have a great exposure of working with large scale organizations like Global Vantage,
Aegis LTD and DataWind Innovation PVT LTD. I’m well versed skills in analysis,
problem solving and coordination which make me so successful and dedicated.
I possess determined abilities in planning and executing projects for a wide range of
installations, conducting effective preventive breakdown maintenance, production
planning, employee Relation and problem solving and strategizing techniques to
optimize utilization of manpower, machinery and materials. An effective leader with
experience of handling large workforces has convincing communication and
interpersonal skills in dealings with customers, regulatory agencies and colleagues at all
levels in multi-cultural environments. Strong influencing and negotiation skills coupled
with proven ability to think in and out of the box, generating new solution.
I would like to see myself growing with passing years with hard work and dedication. I
have been also awarded as all rounder of the year.

2. I am confident to carry forward any organization’s vision &objectives with sufficient
ease and dedication towards my job responsibility.
Experiences:
Organization : Hutch Inbound, DSA, Delhi, India)
Title (Designation) : Executive
Time Period(Duration) : Jan’03 to March’04
Role :
 Selling network connection also handling the queries of the customers and
maintaining the Cross Selling Targets
 Motivate the executive via overtime package, vouchers, RNR, festival
performance.
Organization : Saffron Global LTD:, Gurgaon, India
Title (Designation) : Sr. Customer Service Representative
Time Period (Duration): April’04 to Oct’06
Role:
 Selling network connection in UK also handling the queries of the
customers and maintaining the Cross Selling Targets
 To achieve Sales Targets.
 Using the useful tool to simulate the process and collecting the data.
 Successfully handled the Team of more than 20 when given an
opportunity.
 Successfully enhanced business growth, increasing profitability and
revenue.
 Improving the existing products with the feedback of senior officials and customers
Organization : Aegis BPO
Title (Designation) : Assistant Manager
Time Period (Duration): Nov’06 to June'14
Role:
 Make planning as per Client target, Operation planning sheet preparation.
 Planning of Sales as per target.
 High-performing management professional with expertise in
driving/optimizing collection Strategies, expansion of services and Quality
work, while managing and understanding competition, deploying
promotional tools and consequently achieving and providing high
productivity standards

3.  A versatile project leader with hands-on expertise in all levels of call
centre projects and processes within.
 Responsible for 150 Voluntary Executives along with 6 Team Leaders.
 Ensuring all the KPI’s are achieved with in TAT.
 Assigning manpower effectively and efficiently, shift schedule planning.
 Co-ordinates with various departments and maintains relationship with effectiveness.
 Self-Audit and compliance report
 Client data preparation, annual target Vs Achieved report, monthly Operation review.
 Responsible for achieving the revenue of the process.
 Build Staffing Forecast Models, Scheduling, Seating plans and evaluate
grids with weighted seat utilization, maintain an events calendar to ensure
that impacts to the business are captured
 Motivate the executive via overtime package, vouchers, RNR, festival
performance.
Organization : Datawind Innovation Pvt Ltd
Title (Designation) : Manager Operation
Time Period(Duration): July’14 to Presen.
Role:
 Make planning which are required for batches, Training and Sales.
 Responsible for 150 Voluntary Executives along with 6 Team Leaders and
1 Assistant Manager.
 Assigning work as per requirement and priority.
 Ensuring all the sales Target are achieved Making Investigation for OOS.
 Handling manpower effectively and efficiently.
 Co-ordination with various departments for relationship & effectiveness.
 Responsible for achieving the revenue of the process
 Reporting to Vice President of the Company.
EDUCATION (Academic Forte)
 2007: B.Com Pass from Delhi University
 2002: 12th from C.B.S.E Delhi.
 2000: 10th from C.B.S.E Delhi.
+
IT Skills:
 Operating Systems : MS-Office, MS-Excel, MS-Word, MS-PowerPoint, Outlook
Express and good knowledge of Tech-Info to take out the reports related to the
process.
Workshops:
 Attended Training program of Team Management, Time Management.

4. ADDITIONAL INFORMATION
Interests : Listening to Music.
Advice for Contacting:
I’m always open to conversation, networking with like-minded professionals or discussing future
prospects. Connect with me on Linked In or contact me at aj.kalra@yahoo.com
HONOURS AND AWARDS
 Cleared the IJP for “Specialist–Dialer Management and Strategy” in September 2009
 Took the additional responsibility to serve the Analytics department and take care of the
MIS team for all the International portfolios in March 2008
 With the handful experience and knowledge I took the responsibility of SU for all the
sites in Gurgaon for Aegis with a direct reporting to VP – Dialer, MIS and Strategy in
May 2010.
 Also joined the WFM team and working in Planning and Execution TEAM to streamline
all the processes and maintain efficient resource utilization and seat utilization.
 Topping the SUB portfolio continuous for three months i.e. Feb., March & April 07.
 Awarded as “Positive Attitude” for the month of August, 2007.
 Awarded as “Dedicated Individual” for the month of November, 2007.
 Awarded as “All-rounder” in the month of March, 2008.
 Attended Training program of Team Management
 Participated in first aid training.
 Attended training program in safety.
 Participated in various games