Resume Summary

Graduate with 7 years of rich and insightful experience in Operations, Backend Operations, and Customer relationship management
in the BPO industry having excellent knowledge of MIS reporting and MS excel.

Contact Information

Santosh Shetty Email: sam_1982@sify.com

J 702 Yashraaj Park, Phone:0223251877
Godbunder Road Mobile: 9323533614
Kasarvadawli Thane 400607 Current Location: Mumbai(Thane)

Personal Information

Date of Birth: 07 Feb. 1982

Gender: Male
Nationality: India
Martial status: Single
Father's Name : Late Jairam Shetty
Languages Known:English,Hindi,Marathi,Tulu

Professional & Educational Details

Work Experience 7 years

Skills Asst manager- Analytics
Industry BPO industry
Role Analyst
Current Employer Reliance BPO
Current Annual Salary 4.2 lacs per annum
Previous Employer Hotel Santosh bhavan
Work Authorization Authorized to work in India
Highest Degree Held B.Com, Commerce, Mumbai University
Preferred Job Mumbai
 Detailed Resume

Santosh Shetty
J 702 Yashraaj Park,
Godbunder Road
Kasarvadawli Thane 400607
Maharashtra
Mobile: 9323533614
Email: sam_1982@sify.com
______________________________________________________________________________

CAREER OBJECTIVE:
To work for a reputed organization and achieve individual as well as organizational goals
A challenging job which gives me ample opportunity to use and enhance inter-personal skills and to build a solid professional template for a
challenging career.

STRENGTHS:
Fiercely Committed, Open, Confident & Result Oriented. Constantly able to work under pressure and meet organizational goals. Willing to accept
newer challenges and have the ability to look beyond mere targets towards organizational development

SUMMARY OF SKILLS:
a) Keen learner of knowledge
b) Excellent Communication Skills
c) Good Negotiating Skills
d) Leading from the front
e) Ability to take Responsibilities and to achieve them

EDUCATIONAL BACKGROUND:
(B.COM) from Mumbai university-March 2002
MBA (Information Technology) through SMU.

Technical Knowledge:
Operating System: DOS, Windows
CRM Applications Contact Centre CRM Application like Clarify, RCRM, UCS, I Care, and ICCM.
Packages Proficient in MS Office, with expertise in Excel, Word, Power-point, SQL, Lotus
Others CMS, IEX, CCPulse, Genesys, Ayaya ,IN

Work Experience
Currently Working in: Reliance BPO Pvt. ltd.
Duration: 12-02-2004 till date

About the company: Reliance BPO a constituent of Reliance – Anil Dhirubhai Ambani Group, launched its BPO services in 2002. Since then the
company is one of the fastest growing BPOs, catering to a wide range of clientele including India’s largest private sector Information and
communications company, a non banking financial services company and India’s largest integrated private sector power utility company, among other
national & international businesses from telecom and banking verticals. The Reliance ADA group is among India’s top three private sector business
houses on all major financial parameters with a market capitalization of US $ 22 billion, net assets in excess of US $ 7 billion and net worth to the tune
of US $ 6 billion.

Current Designation: Assistant Manager - Analytics

Responsibilities
• Carrying out various analyses for improvement of CSAT and cost reduction measures using quality tools such as Root cause analysis,
Pareto Chart, Fish Bone Analysis, Run Charts and control charts.
• Repeat call and repeat SR reduction through proper analysis and suggesting necessary action
• Tracking development , conducting follow up with various stake holders by arranging regular meeting to ensure all action point arising from
various studies as closed within timelines
• Conducting benchmarking studies for service such as Website offerings, Self Service , tariff and offers, New products , etc. with competitors
• Implementation of Quality Strategy.
• Provide defined Business Services in accordance with agreed Service Levels and Timescales
• Collate and Analyze Data / Reports and timely closure of all action plans.
• Preparing various QoS reports for TRAI reporting with respect to contact center metrics and coordinating with CSD and regulatory team on
behalf of contact center.
• Adhoc analysis to study impact of new product launches, process changes , regulatory changes etc. as required by the leader ship team
Earlier role and assignment
• Handling team of 15- 20 CSRs/support leaders
• Maintain and manage MIS Reports (i. e. Defect Analysis, Performance Evaluation both for team and agents) and keeping track of
discrepancies
• Skilful at monitoring, & motivating the workforce to enhance their efficiencies & assist them to deliver quality services to clients.
• Making Roaster & managing manpower during the shifts.
• To ensure adherence to schedules/rosters
• Expertly handle queries/concerns when required
• Resolve escalated calls when required
• Keeping track on agent’s performance & doing appraisals on the same.
• To be on top of all the latest updates & changes for effective co-ordination between Client, process & Quality
• Queue monitoring for maintaining service level and keeping a check on abandon percentage
• Setting up of Quality modules, authorizing new entrants to the team, training them on the processes, conducting daily refresher training on
the processes adhered by the project.
• Meeting Team and Circle /Bucket SLA
• Follow up with Business and other support functions for operational requirements
• Member of Internal COPC Audit team which conducts audit within the company for COPC compliance
• Coordinating sound integration with support functions viz. Quality, Training, Technology, Compliance & HR
• Member of Intranet development team which was formed to redesign intranet to make it USER Friendly
• Conducting training for TABLE F within the Zone

General Skills:

• Strong communication & interpersonal skills with proven abilities in Customer Relationship Management & Team Management
• High caliber morale and enthusiasm in learning.
• Always ready to take the initiative and meet the deadlines
• Demonstrating leadership in stressful conditions.
• Decisive and results-driven
• Maximizing efficiency through goal oriented leadership.
• Technically competent and qualified in Computer Applications
• Strong Analytical Skills.
• A strong Believer in Team Work, Getting well along with cross-functional teams.
• Excelled in customer support roles.

Core competencies include

Analytical Skills Strategic Planning Target Achievement
Training & Development Mentoring Team Management
Good Product Knowledge Result Orientation Documentation

Notable Contributions and Accomplishments

• As a CSR was a active member of portal development team, responsible for providing valuable feedback so as to remove ambiguity in the
intranet and make it user friendly
• Awarded Best ATL in the zone for the quarter June 2006 in the zonal RNR.
• Instrumental in formation of concept called “All new joiners one team” and piloted a batch which grew as high as 40 CSRs forming first
batch of NCOP for WBB circle.
• As a TL represented East Zone for intranet revamp project and was highly appreciated for inputs/ suggestions.
• Member of Internal asset audit team as well as certified to be an internal COPC auditor for contact center.
• Responsible for creating various trackers in excel for the circle/zone to monitor CSRs performance and was highly appreciated for the
efforts
• Holds the credential of maximum transfers of CSRs from prepaid to postpaid from a single team for WBB circle
• Distinction of being nominated to attend 7QC training.
• Active member of AAKRUTI which takes care of mentorship program helping CSRs/CSLs to grow to next level.
• Responsible for testing tools used in RGC desk on migration from CMS Avaya to Genesys platform.
• Responsible for calculating manual PMS for CSRs/CSLs for RGC desk as the PMS tools is not yet configured with MIS generated in
Genesys platform
• Completed green belt training from ISI
Thanking You,
Santosh Shetty