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SHAILENDRA D K.
C/, Runwal Garden City, Balkum, Thane West, Pin
Management professional with more than years of BPO experience in the development, growth and leadership of personnel. Strengths include design and implementation of initiatives that effectively increase productivity, resulting to measurable increase to the bottom line. Versed in developing, testing and documenting policies and job descriptions. Recognized for the ability to set, achieve and exceed operational goals.
* MultiSite Operations
* Product Development & Review
* Team Building and Supervision
* Performance Management
* Continuous Improvement of Operational Processes / Standards
* Negotiation, Persuasion & Communication
* Training and Leadership Development
* Problem Solving & Decision Making
* Planning & Deploying of Operational Assets
* CrossFunctional Team Leadership
Operations Manager, Accenture, Mumbai, April till December
Joined as a Deputy Manager, Operations and grew to the position of Operations Manager in the domain of Digital Marketing Project Management and Virtual Solutions dealing with Consumer Behavioral Science.
* Oversee team members to drive process improvements across operations, as well as improve customer service by delivering Quality Output leading to Customer Satisfaction and Customer Delight.
* Orchestrated three project teams in improving business processes and ensuring optimum performance while working as the Regional Service Delivery Lead for the APAC Region.
* Provided ongoing operational process analysis, mitigated "scope creep," communicated project status and identified and resolved operational issues and constraints.
* Managed project resources, progress and completion timeframes while exceeding key operational performance targets, with results that include:
* % increase in output
* % annual attrition
* % reduction in errors
* % improvement in average speed of delivery
Manager Operations Accounting, Zenta Group, Mumbai, February till April
Recruited to design and lead client projects. Focused on operations management, process improvement, performance measurement and Organizational performance.
* Talent Acquisition / Recruitment
* Effort Estimation and FTE estimate
Operations Manager, Hewitt Associates, Navi Mumbai, March till February
Attained fasttrack promotion through series of increasingly responsible positions.
* Managing Operations and service delivery for clients with Team Size of Associates for Siebel Queue Management process.
* Handled all client escalations and was SPOC for resolving such issues for my processes.
* Implemented a QA system to maintain and track accuracy of team members.
* Developed Performance Metrics linked to Time Sheet system integrating the same with IBSC Individual Balance Scorecard for tracking Performance for each Associate on a monthly basis.
* Worked on client transitions US and Canada wherein I was involved right form process mapping to final off shoring for clients to Mumbai CSG
* Spearheaded process improvement projects to ensure accurate, timely data delivery, effective relationships with regulatory entities resulting into:
* % improvement in product accuracy
* % annual attrition
* % reduction in FTEs through improved efficiencies
* % improvement in overall customer satisfaction rating
Senior Programmer, Fine Jewellery India Ltd, Mumbai, October till January
* Active involvement in the InHouse developed application for the organization.
* Working with the System Analyst for new assignments.
* Building need based applications.
Faculty / Center Manager, Raj Software India Ltd., October till September
* Worked as a Part Time Faculty in the center located in Bhuj Kutch.
* Acted as a Center Manager for the Center
* Increased the sales by marketing the center. Helped the center grow from a student population of to within months.
Accounts Assistant, Jet Airways, October till September
* Worked on the invoices for the AAI Airports Authority of India and the IAAI International Airports Authority of India.
Marketing Executive, Suman Motels, May till September
* Marketing of products of Suman Motels including the Life membership and small schemes with respect to the targets given.
* Have achieved the targets for almost months
* B.Com Industrial Psychology from Kelkar College, Mumbai University in April .
* Advance Diploma in Software development from Tulec Computer Education, Thane Secured st class in the year
* Diploma in Materials Management Wellingkar Institute of Management with "A" Grade in the year .