ArunRazdan
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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.
Personal Profile:
•Date of Birth: 28/02/1977
•Address: Sector 21 D, Faridabad- Haryana
