Asha Daniel
Email :
Contact No:
-Mobile:-
Career Objective:
To excel in my chosen path and grow in a growth oriented environment.
Competencies:
▪ Business Customer Focus
▪ Performance Driven
▪ Inspiring Success
▪ Influential Communication
Professional Experience
Chief Facilitator and Consultant – Imago Image Consulting
Personal & Corporate Image Consultant & Trainer
Feb 2013 to Present - Image consulting that aims at improving everything that deals with your personal
or company persona.
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Corporate Workshops: Grooming, Etiquette, Communication Skills, Corporate Dressing (according to
individual body shape)
Professional Presence
Team Management
Business Etiquette
Campus to Corporate sessions
Future Adult Program for high school & college students
Front office and telephone etiquette
Leadership Skills
Influencing skills
Communication Skills
Color analysis
Body shape (body shape evaluation ;Dressing according to body shape)
Personal Style evaluation (Etiquette, Grooming and Make Up)
Wardrobe management
Personal shopping
Dining Etiquette
Confidence building & Self Esteem sessions
Art of Public Speaking and Presentation skills
Head - Operations – Door Sabha Nigam Limited – March 2008 till February 2013
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Responsible for Customer care department catering to clientele across India and BSNL
project outsourced to DSNL.
Responsible for smooth functioning of the customer service team, email team and billing team.
Delivery of business plan targets and KPI’s as per SLA;
Ensure successful completion of Investor Relations calls and daily stock market calls.
Drive continuous improvement in the process.
Manage performance of individual teams through performance management techniques, career
planning strategies and sharing of best practices
Responsible for overseeing process training for all processes.
Introduced Reward and recognition programs to increase employee satisfaction and retention.
Successful Implementation & Achievements:
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Introduced and successfully implemented SOP’s
Implemented Trackers for the email team, call allotting & Customer Complaints
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Login and logout tracker to maximize staff utilization and encourage on time arrivals
Documented process flow’s for various processes within the customer service.
Successfully implemented “Go-Live” of BSNL project
Introduced leave planner to encourage planned leaves and thereby optimize staff availability.
Manager Operations – Aviva 24/7 - Jan 2007 till November 2007
(Span of Control – 98 FTE’s and 18 leadership + 2 Process Trainers)
Job Profile
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Process owner, responsible for the performance of the process.
Achievements:
▪ Introduced Concept of Power Huddle to all process and successfully improved performance for the
Centre.
▪ Recognized by client as best performing Manager in the Centre.
Manager Operations – Arvato Bertelsmann, BMG group (June 2004- February 2005) Piloted 2 processes.
Job Profile:
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Managed two processes that cater to calls from Europe, US, South Africa, Australia and New Zealand.
Streamlined Quality to enhance overall Csat scores.
Key Accomplishments:
▪ Ramped the process from 14 agents to 150 agents in 4 months.
Group Leader (Operations)- WiproSpectramind (February, 2002 till June 2004) Span of control – 80 FTE’s
and 4 TL’s
Key Accomplishments:
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Coached the team to “achieve 100% target for the number of calls handled and the number of hours
logged in for the client” within first month of operations; as well as “Record 85% Customer Satisfaction
Scores’ in the first two months.
Contributed to 25% of the total Smart Transfers done by all the teams”.
Motivated the team to empower it to stand amongst the first five teams on the floor.
First employee to get Best Performance shield in AOL Wintech process.
Cash Award for Lowest attrition on the floor.
Team Leader – INOX Global Services Ltd (November 2001 to February 2002)
Key responsibilities:
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Lead a team of 20 Technical support associates (process – Comcast) to achieve the client requirements
and meet the targets set by the management.
Office Manager – Decibels India Pvt. Ltd – December 1999 to November 2001
▪ Managed a team of 5 Executives; responsible for sending MIS to the client and handled recruitments
Team Leader – Phone Banking, Standard Chartered Bank – October 1996 to November 1999
Key Accomplishments:
▪ Was promoted to Team Leader within three months of joining the team.
▪ Initiated and started an evening shift and was managing both the shifts.
▪ Had my name and the team’s name in the internal magazine for successfully getting the team to have
the highest scores amongst the four metros.
Marketing Incharge – Asia Resorts –September 1995 to October 1996
▪ Handled customer enquiries on the phone; Recruiting, training and lead generation
EDUCATION
Bsc Computer Science 1995
Sri Ramakrishna College, Coimbatore
XII (C.B.S.E.) 1992
Indian School Muscat, Sultanate of Oman
Additional courses / Training
Customer Relations Management
Call Centre Supervision & Employee Performance
Supervisor (EPS) training
Autocad / animation
Ms office Spectramind Leadership Development Program
Coaching the AOL way
Performance Coaching and Counseling
Personality Development
First phase of Six Sigma.
Shradha India Pvt Ltd
Nucomm International, Canada
Sri Ramakrishna college
Lakhotia Computer Centre
.
Personal Details
Date of Birth :
Marital Status:
27th April 1973
Married
