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Virupakshapura E-mail: email@example.com
Vidyaranyapura Post, Mobile: 9886194746
An Training, Operations and Service delivery professional with 12 years experience in
Operations, Training, Quality Management and Migration & Transition of the business
across multiple industries.
I have worked into the domains of service delivery for US UK, Canadian and Indian
companies and markets in various lines of business (Retail, Banking and BFSI) for
both Inbound and Outbound customer management and gradually moving on the
Business Management Roles
Proficient in managing & leading teams to drive metrics for running successful Process
Operations; and experience of implementing Procedures and Service Standards for
business excellence (in BPO for Sales, Consumer & Lead Management, B2B for
Corporate Sales business, B2C for Direct Customers) for building a synergy in Revenue
Vs Delivery Cycle
Possess excellent interpersonal, Communicational and organisational (External &
Internal) skills which with previous assignments have only strengthened & improves
everyday with continuous learning process.
Strong team player, flexible to adapt new environment, Posses excellent
understanding, grasping, interpersonal and business communication, presentation
skills. I manage tasks with proactive approach, striving for perfection.
Capable of working on multiple tasks, manage people, defining process.
Dynamic, energetic and self-motivated go-getters, Spontaneous with ability to think
and provide solutions, serious attitude towards work/career.
Hands on Experience in MIS Tools Excel, Word, Power point. Have prepared many
training contents using Power point.
Worked with First source, Bangalore from Jan 2005 to October 2010.
Worked with Serco February 2011 till May 2012.
Working with Ask me from August 2012 till December 2015.
Professional Experience – Job Responsibilities:
# worked with First source, Bangalore.
Client : First source
Role : Joined as SR CSA, Aux Trainer, Aux Quality Analyst, later
Worked as a part of Service Quality Team [Quality Analyst]
Period : Jan 2005 to October 2010.
Team Size : Handling more than 3 Processes.
Division : ICICI Bank.
Quality Associate: In papers for 2 years.
Monitor recorded & live calls for existing associates.
Give feedback on the monitored calls.
Generate TNI/TNA for the process based on agent performance.
Work regressively with the bottom quartile associates to improve on their quality.
Refresher on updates to be done if required.
Check how an associate can improve on both process & communication.
Provide feedback on how better the call could be from the customer perspective.
Partially take survey calls and take customer satisfaction on how was the customers
overall experience with our services.
Knowledge about 7 QC tools, Lean and Statistical concepts.
Worked with Serco BPO ltd, Bangalore
Client : Serco BPO
Role : Process & Soft Skill Trainer
Period : February 2011 till May 2012
Process & Pre-Process Trainer : In papers for 1.5 years
Have trained batches on process & Pre process (soft skills) related.
Concentrate on the new joiners on basic parameters like communication , Telephone
& business etiquette, Handling different types or basic customer handling skills etc.
Conduct weekly & monthly tests to check the associate’s product knowledge.
Do regular mock calls to verify the product information.
Training the existing Associates as a refresher or any new updates on the product.
Help associates on Communication, Pronunciation & Listening Skills, Telephone
Etiquettes, Confidence building and Selling skills(If required).
Generate weekly reports as TNA’s, Maintaining Absconding and Attrition trackers,
concentrate on improving the threshold percentages, preparing SOP’s, session plan
and Training modules for required processes.
Learning Curve & OJT threshold’s to be looked intensely.
Askme.com – (e-commerce/digital marketing Industry)
Role : Deputy Manager (Branch head – Bangalore)
Period : August 2012 till Dec 2015.
Current CTC : 6.2 lakhs per annum.
Training & Operations Manager
Manage a team of Trainers, Coaches, Vendor Trainers and Deputy Mgrs.(Currently
managing a team of 20 members)
Collate daily, weekly and monthly report for timely reviews and Audits.
Design, develop and ensure adherence to Training Content
Plan and execute Training calendar for various “Training related programs”.
Coach Trainers and Voice Coaches on presentation skills and domain knowledge and
Appraise trainers for the 6 monthly/yearly review cycle and constant feedback on a
Create individual/Trainer development plans and identify training needs.
Conduct Training need Analysis for various Lines of Business across the deal.
Resolve all people issues escalated by the Trainers.
Determine the satisfaction levels of the training team and identify means of positively
impacting the same.
Worked as an Inhouse Client.
Expertise in all 3 domains – Operations, Training and Quality.
Managing Operations, monitoring the quality performance of the team, Training the
team whenever there is an requirement
Handling the entire team of 250+ seats across south India i.e Bangalore, Chennai,
Hyderabad & Kerala.
Responsible for Training and Quality function for the contact centres, planning and
ensuring delivery of training to partners for contact centres.
Driving New Consumer Base (For Seller & Buyers) for Local Search, Classifieds &
Ecommerce & Marketplace.
Management of the Delivery streams across OB & IB.
Training Under gone:
Business Communication Training.
Successfully completed the “ASPIRE” Training which normally deals with the
Leadership Quality Training.
Completed Excel in Excel Training.
Have gone through the “YELLOW BELT” Training.
Received many Rewards and Recognitions from the company for being the best and
consistent performe r(Firstsource).
Received thanks of bunch from the management for consolidating the complete
product notes by preparing a Power Point Presentation(Serco).
Grabbed the ICICI Bank Clients attention by getting many Customer Appreciation calls
for giving the complete product details and providing Customers Delight.
Have been performing as a consistent performer and I’ve been managing the CSAT
Team and also have got the highest rating for the last Annual Appraisal
Completed 10+2+3. Degree in the Field of Commerce.
Date of Birth : 17th
Languages Known : English, Hindi, Kannada, and Tamil
Nationality : Indian
Marital Status : Married
I hereby declare that the particulars given above are true and correct to the best of my
Testimonials and References will be furnished if required.