1. KIRAN AGRAWAL
MMoobbiillee :: ++9911 9988 66772200 77774499 EEmmaaiill:: aaggrraaww aall..kk@@yyaahhoooo..ccoomm
Ambitious | Passionate | Visionary | Driver | Motivator | Aspiring Leader
A competent professional with nearly 11+ years of experience in Delivery Operations and 4+ years in
Marketing, Sales and Client Servicing.
Geography & Market experience – US, UK and India
Excellent People management skills, strong leadership qualities & possess excellent temperament
Result-oriented with proven abilities in strategic planning, managing projects, and improving efficiency of
operations, team building & detailing project information to determine effective processes for operations.
Detail-oriented, with a demonstrated track record of follow through and delivery.
Demonstrable time management & organizational skills - Achieves results by firm prioritization, setting realistic
goals, analysis and decision making.
Customer Orientation and Customer first belief.
An out-of-box thinker with proven record of establishing processes SOPs, streamlining workflow and creating
team work environment to enhance productivity innovatively.
Excellent interpersonal skills with problem solving, logical thinking and analytical abilities. Creative, meticulous
and organized in approach, been working in cross-functional and multi culture environment.
Relevant tools experience – MS-Office, Multimedia, Internet, Paint Brush, Corel Draw, and Adobe Photoshop.
To be an effective and an inspirational leader, maximize my team leading experience in a challenging
environment, guiding by example and utilizing vast experience in directing a team towards its objective and
thus achieving the corporate goals.
To make a “MARK” in the Corporate World.
Core Competencies and Key Skills:
Operations Management Process Management Performance Management
Client Relationship Management Transitioning Management Team Management
SLA Management Quality Management Training & Development
Risk Management Data / HC Reconciliation Attrition Management
Budget & Cost Optimization Process & Resource Optimization Process Optimization
Collateral Developments Process Improvement Projects Competency Development
Change Management Mentoring Thought Leadership
2016 Distance Certification in Leadership Excellence (CLE Program) from Harvard Business School,
in association with Concentrix, Mumbai, MH.
2002 MAPRM (Master of Advertising and Public Relations) from Institute of Management Studies,
Devi Ahilya Vishwavidyalya University, Indore, M.P.
2000 B. Com from M.K.H.S. Gujarati Girls College, Indore, M.P.
C.P.I.S. (Certificate of Proficiency and Information System) from Aptech Institute, Indore.
1997 H.S.C. in Math and Science from Emerald Heights International School, Indore, M.P.
Since Sept ‘04 Concentrix Daksh Services India Pvt. Ltd. - Delivery Operations
Feb ’04 to Sep ’04 Sayaji Hotel, Indore, M.P. – Sales, Marketing and Client Servicing
Aug ’01 to Dec ’03 BSNL Yellow Pages, Cyber Voyage Technologies – Sales, Marketing and Client Servicing
Feb’99 to July’01 Bhaskar Channel Network – Sales, Marketing and Client Servicing
2. Responsibility and Highlights:
Company: Concentrix Daksh Services India Pvt. Ltd.
Designation: Deputy Manager - Operations
Period: Sep’04 till date
A global business services division of SYNNEX, Concentrix is global leader in offering Transformational Solutions
customized to clients needs that maximize the value of every customer interaction, while driving revenue and
reducing cost. Concentrix serves 300 clients across 25 countries, delivers solution in more than 40,000 languages
with 70,000 plus staff members.
Position Concentrix as the global leader in the Business Solutions space across the world.
Leading & Managing team of AMs & SMEs – leading a Span of 85-90 associates with 4 AMs and 3 SMEs.
SLA Management –
o Responsible for analyzing, monitoring, managing and achieving internal and external operational SLAs / KPIs.
Delivery on ESAT, CSAT and ISAT.
o Mapping Clients’ requirements and coordinating, developing & implementing processes in line with guidelines.
o Driving Performance by continuously focusing on Client CPMs like NPS, Service Quality, Compliance, Schedule
Adherence, DAT, FCR/ True FCR, FPOF & AHT and achieving them within the specified SLAs.
Operational Efficiency –
o Monitoring the overall functioning of the processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
o Leading, supervising, managing and enabling all direct reportees and set directions for extended people
managers of the function. Plan, organize & direct the day-to-day activities of the sub-function thereby
ensuring the management and delivery of high quality performance/services to the client.
o Manage a cross functional team of experts and encouraging best practice sharing among the team to help
drive greater operational efficiency and effectiveness.
o Preparing MIS Reports as per SLAs with a view to apprise senior management and assist in critical decision
o Take Initiatives – Bring innovations that help in increasing productivity and cost savings thereby aiding to
o Tracking & closures of critical process deliverables at Month/Quarter/Year end.
Client Relationship Management –
o Daily & Weekly interaction with the client on trending & reporting of process metrics, strategizing and
o Replying to clients emails, handling escalations, attending weekly calibration calls, reports etc
Conducting Performance Reviews and Coaching –
o Conduct weekly and monthly reviews with the team.
o Identify opportunities to drive continuous improvement on service delivery and cost productivity ensuring
effectiveness and efficiency are driven across process.
Partner with Quality and Streamline / Enhance Metrics –
o Identify opportunities and root cause of variance in operation metrics for process/quality enhancement.
o Propose corrective /improvement solutions based on facts and data to create a comprehensive quality
framework for the engagement.
Implementing and Managing Projects for Process Improvement –
o Managing “Call Type Based Refreshers” for BQ Management, using a scientific approach of identifying
outliers on key matrices and effectively coaching them.
o Making action plan and implementation for regular Quartile Management
o Perform GAP and Risk analysis of existing system and evaluated benefits of new system.
Hiring and recruitment –
o Effective involvement with the hiring team to conduct the operation round of interviews to ensure right
fitment for the process.
Managing Neon Academy –
o Planning the Ramp-up plans (New Batches) for a smooth transition from training to the production floor.
o Creating and updating Training Modules as per the client requirements.
o Coordinating between Training and Operations to ensure smooth transition of the OJT process.
o Reduce learning curve and help enhance product/process knowledge of new joinees.
o Attending the On-Job training Calibrations with the client.
Career Pathing and Succession Planning –
o Drive career pathing exercise and succession planning for the engagement to ensure sustainable employee
engagement and motivation within the team
o Provide a supportive environment to facilitate employee empowerment and development.
o Create a motivated team that has clarity of goals and is result oriented.
3. Attrition Management -
o Drive and Manage EWS for the process (Early Warning Systems pertaining to financial and man power alerts).
o Attrition Control – Reduce the ratio
RnRs and Fun Activities –
o Conceptualize, plan, design, and execute various weekly & monthly RnRs and Fun activities for the process.
o Organize and Supervise employee events and celebrations; communicate company policies and initiatives to
Audit and Compliance-
o Lead the internal and external audit for the engagement - provide administrative support, ensure key
business controls are in place, ensure Quality Checks are being conducted regularly and ensure department
operates efficiently according to client and company measures.
o Audit and prepare monthly system access report for the process.
o Responsible for conducting cross- functional WPS (Work place security) audits.
HR and Transport Spoc –
o Co-ordinate with different verticals - work as a single point of contact for non-operations departments and
identify, evaluate & co-ordinate Operational, Admin, IT and HR Issues and resolve.
o Employee grievance resolution and employee engagement through one-on-one’s and skip level meets.
o Forward non-resolvable issues to the DPE.
o Process Spoc for Leaves/Roster Management.
Establish Thought Leadership to increase the brand salience and generate awareness across the world.
Highlights and Key Achievements as DM Operations:
Successfully run and closed a Project on BQ Performance Management on C-Sat and NPS
Successfully run and closed a Project on AHT Reduction for Under 90 days population.
Successfully run and closed a Project on Incorrect Faults Reduction for the span.
Successfully run and closed a Project on improvement on FCR for BQs.
Maintained Shrinkage less than 12% for the span throughout.
Maintained Attrition below 5% for the span.
Among Top 3 Performing Spans on major KPIs throughout the year.
Won various monthly and quarterly awards for Top Performance across the floor.
Consistent on Top Stacks Rating and PBC Rating for last 9 consecutive cycles.
Nominated as “Top Talent of the Year” thrice by the Organization.
Won the “Presidents Club Award” – 2015 across different functions at India level.
Won the “GEMS” award for Q3 - 2014 and Q2- 2015
Rewarded as “Retention Champ” for Q4 - 2014 and Q3 - 2015.
Won CNXT-“Manager Who Shines” award for 2015.
Rewards and Recognitions as Assistant Manager:
Won the “Best Team” Award – Q1 and Q3 2012
Won the “Unit Manager of the Month” from External Client constantly Jan’11 to July 2011.
Won the “Team Ovation” Award in Q1 and Q2 for the Year 2011.
Won the “STAR - Super Talent Achiever Award” for Best Performance from Nov-10 to April-10.
Won special award from Citi "Excellent Leadership and Contribution To Citi" for exceeding expectations.
Won the “GEMS - Going the Extra Mile” Award in Q1 for the Year 2010.
Won the award for "Manager Who Shines" in Q2 for the Year 2010.
Won 2 “Team Ovation” Awards in Q1 and Q3 for the Year 2010.
Won the “Unit Manager” of the Month from External Client constantly from April'10 to Nov'10.
Won the Award for the “Best Unit Manager” in Q2 and Q3 in the Year 2009.
Company: Sayaji Hotel, Indore, M.P.
Designation: Sr. Customer Assistance & Response Executive
Period: Feb’04 – Sep’04
Redefining hospitality since its inception in Vadodara 20 years ago, Sayaji Hotel has developed a chain of hospitality
properties in the heart of India, catering to the discerning business or family travelers.
Leadingandmanaginga team of 15 associates - handlingcustomerswith care andassistingthemtoactively
Promote clubmembershipbyprovidingnecessaryinformationaboutthe complementaryofferings,discounts,
Explainingschemes,procedures&productfeaturesto highprofile andcorporate customers.
Administeredcustomerportfolioanddesignedstrategiesfornew businessesopportunitiestomaximize revenues
PreparingandsendingregularMISReportsto the SalesHead.
Establishclientbase of organizations,associations,social,andcorporate businessesthroughdirectoutside and
inside saleseffortforthe purpose of securingbusinessforthe hotel toensure thatpredeterminedsales
Gettingfeedbackfromguestswhoare leaving the membership andretainingthem, analyzingandimplementing
Assigningall salesleadstothe teamand assistingtheminsuccessfulconversion.
Monitoronline reputationforthe hotel,prepareROIstrategyforonline success,andSearchengineoptimizationfor
the website. Keepingdepartmentalcostsinline withagreedannual budgets.
Consistently met and exceeded revenue and sales goals on regular basis.
Successfully shifted business from competitors to increase market share by 11%
Created social media and updated the hotel website to appeal to national and international clientele an d gain
hotel awareness, cultural sensitivity and knowledge.
Conceptualize and re-designed the club membership webpage link for the hotel.
Run digital campaigns on various channels to drive traffic on the website and generate leads.
Company: BSNL Yellow Pages, Cyber Voyage Technologies, Indore, M.P.
Designation: Business Development Manager
Period: Aug’01 to Dec’03
CVT Deals in Sales and Marketing of BSNL CD-ROM Directory. CD-ROM would contain, besides telephone numbers, all
relevant information about STD and ISD codes, as also the details of various telecom services being provided by the
BSNL and would be available at different centers in the state.
Leading the marketing team of the organization, assigning targets to them, suggesting new potential recruits -
motivating the team speeding profits.
Looking after corporate as well as government & institutional clients.
Maintaining and developing new advertising channels and marketing strategies.
Providing very close interaction with higher and influential officials of big corporate and institutional clients, both
in product and service related industries, business house establishment, and providing rich insights into the
products, services, and corporate culture.
Proven results in sales effectiveness: meeting & exceeding revenue responsibilities.
Successful in achieving the company standards and targets comfortably.
Looked after events - planning & organizing various promotional activities for product promotion & branding.
Promote and Run direct marketing campaigns to create visibility and generate demand for the product across
Manage internal & external communications, media relations and run PR campaigns to create visibility
Drive fully integrated end-to-end Marketing Plans to promote the education services including multiple
interventions – PR, print, outdoor, digital, radio and other BTL activities at malls, hangouts, educational
institutions, events & exhibitions
Developed 2 successful campaigns for custom application services that increased the leads number by 8%.
Developed & launched 2 training products for the education division overachieving the revenue targets by 13%
Developed Indore as a new market for BSNL CD Rom Directory
3 Quarterly Appreciation awards from increasing the sales and revenue for the organization
Won multiple “Best Manager” Awards for meeting and exceeding the organizations sales target month on month.
5. Company: Bhaskar Channel Network, Indore, M.P.
Designation: Sr. Business Development Executive
Period: Feb’99 – Jul’01
Bhaskar News, is a 24X7 Satellite National Hindi news channel of India, belongs to Bhaskar Group which includes the
prominent newspaper Dainik Bhaskar. The channel is responsible to telecast all kind of news which is related to
society and people should be aware of.
Progressed from Business Development Executive in Feb’99 to as Sr. Business Development Executive in Mar’00.
Managed & coordinated an executive team of 6-8 associates for company operations that fulfilled the
management targets of promoting its channels & generating sales.
Successfully grew client base at local level, developed sales and marketing strategies, handling high volume
revenue and expenses.
Enhanced organizational capacity through strategic planning and execution of affiliate sales and trade marketing.
Ensured smooth, scheduled, operational activities as carried at the center.
Was the first employee in the organization to introduce and conduct events for the city on special occasions
thereby increasing the monthly Revenue at Center level by 15%.
Introduced Still- Ads on the channel there by increasing the monthly Revenue at center level by 12%.
Conceptualized and designed the website for Still – Ads for marketing and sales.
Awarded as “Team Member of the Month” 4 times for outstanding performance as executive.
Won the “Star Achiever” award for generating the highest revenue for the location.
Trainings/Workshops/Programs Attended at Concentrix:
BQT (Basic Quality Training) Certified
Trained on Yellow Belt Project
Coaching & Feedback
Curb Stone Training
Ace the IJP
Coach to Lead
Six Thinking Hats
Galvanize & TL Up-Skilling
STEP (Striving towards Excellence in Performance)
Creative Problem Solving & Decision Making
FMP – Foundational Management Program
TROY Program – Talent Retainer of the Year
OPEC-BM – Operational Excellence for Business Managers
Building Leadership, Networking and Client Management
How to Transition from Manger to a Leader
Moving Up the Value Chain in BPO
Learning Mantra – A session on Personal Branding
WPS and PFCU Education Session
First Aid Education Session
Date of Birth: September 14
Present Address: C-1 Rishikesh, Evershine Nagar, Linking Road, Malad (West) – Mumbai - 400064
Languages Known: English, Hindi, Marwari