Arun Razdaan

Professional Synopsis

·        A result oriented professional with 14 years’ experience in the areas of Customer Service and Tele Sales in contact center industry.

·        Proficient in training and mentoring team members for running successful process operations & experience of developing procedures for business excellence.

·        Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues.

·        A thorough professional with a proactive attitude

·        Thorough understanding of Outbound Data Analysis, Search engines and Dialer management.

·        Keen to keep an eye on Lead generation conversion rate and have the leading skills to generate higher revenue for the organization.

·        Possess excellent interpersonal, communication and organizational skills

Academic Credentials

•            3 Year Diploma in Electronic and Communication Engg from Raman Polytechnic, Bangalore

Career Highlights

Medicon Sales Corporation (On site Manager) Nov 09 - Dec-2016

·        Managing and monitoring process performance for the Contact Center in J&K

·        Enhances the organization’s human resources by planning, implementing, and evaluating employee relations and human resources policies, programs, and practices.

·        Maintains the work structure by updating job requirements and job descriptions for all positions.

·        Manages human resource staff by recruiting, selecting, orienting, and training employees.

·        Initiating programs to enhance operational efficiency and productivity for the contact center with a team of 2 Supervisors and 1 Quality Analyst and 15 Tele Sales Executives

·        Point of contact in Client-Vendor relation for all Operational requirements.

·        Facilitating in development of new business leads and supervision of effective closure for the in-house project of Pharmaceutical and Medical equipment sales.

·        Lesioning with retailersand corporate contacts ensuring effective Post Sale Client experience.

·        Handling Escalations and ensuring in time closures

·        Preparing reports for apprising management with day to day operations and business target achievements. 

·        Preparing Lead set analysis reports to interpret and optimize the efficiency of the data set

·        Preparation of MIS to keep the stakeholders upraised on daily process productivity

·        Manpower scheduling as per process requirement.

iYogi Technical Services Ltd., Gurgaon, Team Lead (Customer Service) Dec'08- Oct-09

Leading a team of 20 members for managing operations involved in online and voice-based services entailing:

·        Inbound technical sales support for iYogi Technical Support Services.

·        Adherence to process critical procedures

·        Manpower scheduling as per requirements.

·        Queue management for Customer Service, Complaint Redressal and Customer Retention.

·        Assisting peers and management in routine tasks and special projects.

IQ Resource (P) Ltd. Gurgaon, Team Lead (Operations) May'04 - Dec'08

Leading a team of 25 members for managing operations involved in online and voice-based services entailing:

·        Strategic Dialer Management to get maximized shop floor engagement.

·        Preparing Lead set analysis reports to interpret and optimize the efficiency of the data set

·        Preparation of MIS to keep the stakeholders upraised on daily process productivity

·        Close look on Outbound conversion

·        Pull out Outbound data strategically for the maximum outcome 

·        Manpower scheduling as per process requirement.

·        Team engagement

·        Quality management and ensuring adherence to SLA's.

·        Business Process Management for VNU Business publication.

·        Assisting peers and management in routine tasks and special projects.

Wipro Spectramind, Process Associate Feb'02 - Apr'04

·        Involved in Inbound Sales Calls entailing:

·        Addressing Online, Web and Voice based related requirements.

·        Mentoring of new hires on daily operations

·        Coordinating with Team Leader for down flow of information or any specific changes of the processes.

·        Meeting target of completion of required calls.