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SHAMBHUSANJIVTHAKUR
CAREER OBJECTIVE
To work in the field of Client services with managerial responsibilities, where analytical, motivational and creative skills
are utilized. To strive for professional excellence through hard work and dedication and to nurture my existing skills
and capabilities to enhance the productivity and profitability of the organization.
PROFESSIONAL EXPERIENCE
AEGIS BPO KOLKATA
 Assistant Manager [Dish TV] 1st
Aug 2014 – Till Date
 Team Leader [Dish TV] 15th
May 2012 – 30th
Jul 2014.
 Team Leader [NPI in UNINOR Process] 1st
Aug 2011 – 15th
May 2012.
 Team Leader [UNINOR Process for Kol & Rowb] 9th
Jun 2011 – 30th
Jul 2011.
IBM DAKSH KOLKATA for AIRTEL BHARTI PROCESS [Bihar & Jharkhand]
 Team Lead Operations [SR. ANALYST] 1st
Oct 2009 – 5th
June 2011.
 Senior Executive 1st
Aug 2008 – 30th
Sep 2009.
 Executive 19th
Jul 2007 – 31st
Jul 2008.
 Customer Care Specialist 15th
Nov 2005 – 30th
Jun 2007.
PROFILE
 An astute leader with an overall experience of close to 10 years in Operations Management. Currently working for Aegis
Limited, Kolkata as an Assistant Manager for Dish TV process for last 1 year.
 A well organized person with a systematic approach towards the job and taking corrective decisions to accomplish the
desired results. Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly and monthly
basis in adherence to the pre- standards.
 Well-honed expertise in the areas of planning outlier management & OJT programs, drive performance by driving TNI
based coaching & refresher programs for executives apart from attaining performance targets.
 Exceptional collaboration & a strong team player with proficiency at grasping new concepts quickly and utilize the same
in a productive manner.
 Demonstrated strengths in analyzing and isolating Top Defect Drivers based on analy sis of process MIS and improving
the performance of Frontline Executives
 Extensive exposure to a comprehensive range of team management activities. Reviewing performances on a regular
basis, to analyze the outcome and guiding on Areas of improvement and to set expectations till next performance review.
Also conducting performance appraisals for subordinates & recommending for promotions/recognition.
 Expertise in formulating and implementing the PoliciesProcedures and Statutory enactments with the ability to bridge
theory with practice.
CORE COMPETENCY
A competent professional with more than 9 years of qualitative experience in Operation Management.
 Participating in business review, explaining process growth plan in terms of revenue and performance.
 Planning outlier management & OJT programs, drive performance by driving TNI based coaching & refresher programs
for executives of different performance buckets.
 Capacity Buildup for entire Circle. Check SL% and daily KPI’s to set up targets on a daily basis
 Co-ordination of Monthly/Quarterly/Annual business reviews with client & stakeholder.
Phone: 91-9831122327
E-mail: shambhusanjiv2000@yahoo.com

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 Ensure Timely feedback & corrective action to Supervisors and respective team members.
 Initiation of performance management/improvement plan for Outlier & BQ management.
 Reviewing performances on a regular basis, to analyze the outcome and guiding on Areas of improvement and to set
expectations till next performance review.
 On floor issue handling(CRM / Avaya/Team/CMS Issues) & escalation handling as & when required
 Handling the entire team of 250 to 255 members (14 Team Leaders & 3 SMEs ) on the floor in a shift.
 Initiating corrective measures based upon the monitoring, auditing and reporting the same to higher level.
 Conducting detailed impact analysis of the changes made in the system and preparing the relevant documents for
ensuring the communication of the same.
 Coordinating with BE team (Network, S&D, Product) for updates and issues related to incorrect SR.
 Establish workloads and provide assistance in decision making to Manager.
TRAINING PARTICIPATED
 BQT [Basic Quality Training] - A training for Basic Development/Learning Tools & Techniques to increase Effectiveness
through Data Analysis.
 H2O Training - A Basic Soft Skill Training constituting Head n Heart to be used at its best for Quality inbound calls
 PACE [A Structured Problem Analysis & Continuous Excellence] Training - To understand the Origin of Quality concepts &
a brief historical perspective of Quality usage & application.
 Training on FOCUS approach for problem Analysis & Continuous Excellence
MAJOR ACHIEVEMENTS
AEGIS BPO.
 Received Best Team Leader award for Yearly Performance and process Initiative in Feb 2013.
 Received People’s Champion Award twice for Zero Attrition during 2013.
IBM DAKSH
 Received GEM AWARD for Year 2010.
 Received STAR PERFORMER award for the quarter – Sep’07, Mar’08, Sep,08 from IBM DAKSH.
 Received National Topper award in terms of Quality for 2 Consecutive months from BHARTI AIRTEL n IBM DAKSH.
 Received Runner up award for best team nationally in terms of Call Quality.
ACADEMIC CREDENTIALS
2006-2008 PGDBA(Marketing)Distance Learning from SYMBIOSIS, Pune with 58.69%.
1996-1999 B.Sc(Hons.) from RLSY College, Ranchi, The University of Ranchi with 58.9%.
1993-1995 Intermediate in Science (Isc) from GOSSNER COLLEGE, Ranchi, B.I.E.C Board with 43.5%
1993 10th
from CENTRAL ACADEMY High School, Ranchi, C.B.S.E Board with 69.8%.
IT FORTE
MS Office applications and Internet
PERSONAL DETAILS
Father’s Name : Mr. Raghubir Thakur
Date of Birth : 10th December, 1977
Languages Known : English and Hindi
Permanent Address : C/o Mr. R.Thakur, H.No-379/A, KAMINI MANDIR, P.O Morabadi, PS Lalpur, Ranchi - 834008
[Jharkhand]
Temporary Address : H.No-42/104, DAGA COLONY, South Dumdum Road, Nr Ghughudanga Outpost, Kolkata- 700074
References : Available on Request
Shambhu Sanjiv Thakur