CHRISTOPHER MICHAEL D'ROZARIO
85 Ripon Street, Kolkata, WB 700016 H: - ♦ C: - ♦-
PROFESSIONAL SUMMARY
Professional Individual with almost 15 years of experience in various work fields. Areas of expertise
include Program management life-cycle. Experienced professional with strong leadership and
relationship-building skills. Skilled Program Manager with experience in the IT industry. Familiar with
Word,Excel,PowerPoint,outlook mails,teamwork,Microsoft online,Webex,Skype for business.
Excellent at juggling multiple tasks and working under pressure. Broad diversified industry
experience includes Program Management,E commerce, Banking & Insurance.Looking forward to a
long-term association with a people oriented organization which provides conducive work culture
and where individual skills, smart-work, sincerity and initiatives are recognized.
SKILLS
Undergone a basic computer course from St. Xavier's
Project management
Computer Center & have also gained knowledge
Self-motivated
while working in different companies on the
Strong verbal communication
following :
Team liaison
Microsoft Office.
Conflict resolution
Microsoft Excel.
Powerful negotiator
Microsoft Word.
Team leadership
Microsoft Powerpoint.
Process implementation
Skype for Business
Client assessment & analysis
Teamwork
Risk management
Outlook Mail
processes analysis
Microsoftonline
Online Marketing
PERSONAL INFORMATION
Interest. Listening to music, sports, & learning new things every single day.
Personal Details
Sex & Marital Status : Male, Married Date of Birth : 25th August 1979
Valid Passport : Yes
Valid Pan Card : Yes
WORK HISTORY
Program Manager, 03/2016 to Current
ZINFI Technologies – kolkata, WB
Job Profile: Program & Project Manager) (Saas) Internet Servicing & Marketing - (March 28th 2015
Till Date) Location - (Kolkata) Key Responsibility Areas: Daily program management throughout the
program life cycle; Defining the program governance (controls); Planning the overall program and
monitoring the progress; Managing the program's budget; Managing risks and issues and taking
corrective measurements; Coordinating the projects and their interdependencies; Managing and
utilizing resources across projects; Managing stakeholders' communication; Aligning the
deliverables (outputs) to the program's "outcome" with the aid of the business change manager; and
Managing the main program documentations such as the program initiation document.
Achievements: Successfully completed Prince2 Foundation & Practioner Course in Program Management.
Clients overall happy & satisfied with the handling and outcome of the delivery.
Adding of extra services from clients end to the program.
Client & present company acknowledging good work.
More business in-fluxed from the clients end into the program.
Claims & Customer Care Specialist Manager, 09/2012 to 03/2015
Intrasoft Technologies – Kolkata, WB
E-commerce) Internet Marketing - (17th September 2012 Til March 25th, 2015) Location - (Kolkata) Key
Responsibility Areas: Handling all claims related issues relating to A-Z cargo claims.
Understanding critical customer issues and resolving them.
Taking care of chargebacks.
Facilitating New Joinees during their initial stage of Product Knowledge.
Training and upgrading customer service skills for the low performers.
Achievements: Started pilot batch for claims.
Was able to minimize company damage & loss items ratio.
Freelance Outsourcer Campaign & Leads Provider (Homebased) 15th January 2010 - Till Date) Location :
Kolkata Working as a freelancer from home with several outsourcing companies.
Took care of various call centers with different campaigns.
Key Responsibilities & Campaigns Handled.
Handled campaigns like : Online Education USA (Outbound Sales) Recruiting new centers.
Preparing daily sales report for different centers.
Pointing out the areas of improvement.
Regular feedback and training to increase sales stats.
Setting the right expectations for Centers and clients from day one.
Long Distance Calling card Sales for Australia/UK & USA Telecom (Semi-Outbound) Recruiting new call
centers into the company Managing company CRM portal.
Sending daily sales report.
Keeping an eye on the quality parameters Keeping track of the sales payment and commission for the
centers on a daily basis.
Finding areas of improvement.
Taking care of training the centers on the product for higher performance.
Facilitating centers management Team with critical issues.
UK Debt management (Outbound sales) Managing the call centers daily sales remotely.
Preparing daily sales report for the different centers located in different parts of the country.
Giving a helping hand to boost up the sales for the centers.
Centers having 10-20 agents dialing for UK Outbound.
Senior Advisor, 04/2009 to 01/2010
Barclays Shared Services Pvt Ltd – DELHI, NOIDA
5th April 2009 - 10th January 2010) Location - (Noida) Key Responsibility Areas:
Providing Complete Banking Solution to U.K. clients and discussing their Bank needs and providing
solutions as required.
Facilitating New Joiners during their initial stage of Product Knowledge.
Training and upgrading customer service skills for the low performers.
Handling Customer Disputes & Fraudulent Activities and taking them to a complete Resolution.
Attending to group meetings organized by floor managers and supervisors.
Participated in monthly Management Meetings and assessed each individual's performance while
implementing new strategies to enhance their individual performance and growth.
Achievements: Successfully completed all banking related training and certifications needed.
Process Associate, 10/2007 to 04/2009
American Express – DELHI, GURGAON
25th October 2007 - 3rd April 2009) Location - (Gurgaon) Key Responsibility Areas:
Attend Calls with U.S. clients and discuss their credit issues.
Understanding & Analyzing the critical issues of credit & Fraud procedures.
Handling Customer Disputes and taking them to a complete Resolution.
Participating in monthly Management Meetings and analyzing each individual's performance.
Also involved in doing quality check (QC) for new agents and give them appropriate feedback based on
their performance.
Achieved High Customer Satisfaction Scores as well as achieved every sales target month on month while
on Production Floor.
Was awarded the best performing senior advisor for the quarter.
Shift Supervisor, 11/2006 to 10/2007
24 Seven Solutions – Kolkata, WB
1st November 2006 - 20th October 2007) Location - (Kolkata) Key Responsibility Areas: Leading &
managing a core team in regards with sales & quality.
Ensuring realistic targets are set & simultaneously driving the team to achieve the targets with a strict
approach towards quality.
Co-coordinating with the quality team in reference with training & quality feedback session with individual
associates.
Achievements: Accomplished in setting and meeting deadlines and undertaking commercial approach to
solving problems and optimizing team potentials.
Specialist, Subject Matter, 08/2003 to 08/2005
EXL SERVICES.COM (I) PVT LTD – Delhi, Noida
18th August 2003 - 17th August 2005) (Process - Norwich Union Direct - UK Motor Car
Insurance) Location - (NOIDA, U.P) Key Responsibility Areas: Leading a core team in
regards with daily target achievements with a strict approach towards quality, ensuring the
quality parameters are met thereby reducing the chance of compliance violation.
Updating team members about recent changes in the policies & procedures of the company with special
reference to the respective domain (i.e.Motor Insurance).
Coordinating with the immediate line manager in regards with special training for the new joiners.
Undertaking feedback session with associates of the respective team, wherein associates are provided with
feedbacks in reference with their call & sales quality, along with specified approaches to improve the same.
Emphasizing on sales targets & ensuring those are met with a strict approach towards quality.
Updating monthly ratings on grounds of performance for the executives.
Achievements: Successful completion of various LEADERSHIP & MANAGEMENT PROGRAMME
training modules.
Accomplished in setting and meeting deadlines and undertaking commercial approach to solving problems
and optimizing team potentials.
Recipient of various verbal compliments from clients which were documented.
EDUCATION
B.A: English & Economics, 2011
IGNOU - Ashwini Dutta Memorial College
Prince2 Foundation & Practioner: Program Management, 2017
Simplilearn - Bengaluru, KA, India
Citizenship : Indian
LANGUAGES
English, Bengali, and Hindi.
CERTIFICATIONS
Prince 2 (Certified Prince 2 Practitioner) conferred by Simplilearn Institute, Bangalore.
ADDITIONAL INFORMATION
Interest. Listening to music, sports, & learning new things every single day.
Personal Details
Sex & Marital Status : Male, Married Date of Birth : 25th August 1979
Valid Passport : Yes Valid
Pan Card : Yes
