Manoj

 _________________________________________________________________________________________________________ Manoj Nair Mobile : +91 - Email  :- TEAM MANAGEMENT & OPERATIONS A key player in the full life cycle of Operations and Management, delivering professional support to management and users. Managing team, people management and task management are the qualities which I possess. ________________________________________________________________________________________________________________ Key Management Skills Date Employer Designation Duration Industry (Months) Jun’12 – May’17 Minacs A Concentrix company Associate Manager 59 Telecom sector Mar 09 – May 12 Aditya Birla Minacs Team Leader 38 Telecom sector Nov 07 – Mar 09 Reliance BPO Team Leader 14 Telecom sector Nov 05 – Nov 07 Reliance BPO Customer Service Associate 24 Telecom sector Education SSC 1995 HSC 1997 BCOM University of Mumbai 2001 Master’s Diploma in Personal Management [2 years] Indian Institute of Modern Management 2004 Professional Experience and Significant Achievements Company: Ozone Fitness Jul’17 – Present [ Manager] Recruit and train Personal Trainers in their respective job duties. Prepare weekly schedules and work assignments for Fitness Trainers. Ensure that the customers are given high quality services and assistance when needed. Assist in developing and maintaining workout programs. Stay abreast on latest updates in fitness industry. Ensure gym facility is maintained clean, safe and orderly. Ensure that gym equipment are kept in good working condition. Monitor the initial workouts of new customers and provide feedback. Monitor and control expenses within the allotted budget. Offer various fitness programs to suite customer’s specific needs. Work with other staffs to achieve monthly target. Ensure that all staffs follow center’s procedures and policies. Enhance revenue by providing additional discounts and services to existing and new customers. Supervise day-to-day operations of the gym and personal training sessions. Company: Contentrix LTD June’12 – May’17 (Working as Associate Manager) Team management Monitoring & Driving Floor performance and KPIs like ICF, SL,FCR,AHT,Quality Attrition management and control etc. Coordinating & assisting different verticals Interacting with support functions for staffing& Scheduling requirements, performance reporting etc Directly accountable for managing teams up to 105 associates & 8TLs Determining training needs of employees & conducting suitable training programs to enhance their operational efficiency leading to increase productivity Personally coach, train & mentor direct subordinates & provide career development opportunities through training and quality management activities Make necessary changes in staffing based on day of week, call volume & other anticipated events Direct client interaction, correspondences with client & its customers Manages the sub-ordinates & is responsible for overall direction, co-ordination planning, assigning & directing Creating fun activities on the floor Skip level meetings 1-2-1 meetings & appraisal discussions Company: - Minacs LTD Mar '09 – Jun’12 (Worked as a Team Leader) A profile which involves Team Management, Coaching, Guiding, Motivating tam members to achieve goals. Documentation, preparing reports & presentations. Task Management, People management. Responsibility includes: handling a team of 25+ Analysis of the dissatisfaction reports received from clients and Create Action plan. Identify challenge areas and suggest methods to improve quality at individual level Identify bottom quartile CSR’s, facilitate retraining and closely monitor post training performance. Participate in Client calibrations. Reviewing existing performance with Support function team. Coordinating and assisting different verticals to enhance the performance of team. Record CSR's performance-using various tools on a daily, weekly and monthly basis. Company: - Reliance BPO Nov'07 – Mar’09 (Worked as a Team Leader): Responsibility includes: handling a team of 25+ Monitor performance of all the Team members as described in the SLA Agreement. Analysis of the dissatisfaction reports received from clients and Create Action plan. Identify challenge areas and suggest methods to improve quality at individual level Identify bottom quartile CSR’s, facilitate retraining and closely monitor post training performance Team productivity improvement & quality output improvement Talent retention – Attrition Team motivation Team Abseentism Conflict management intra team Company: - Reliance BPO Mar'05 – Nov’07 (Worked as an Associate) Prepares for customer inquiries by studying products, services & customer service processes Responds to customer inquiries by understanding inquiry; reviewing previous inquiries & responses; gathering & researching information; assembling and forwarding information; verifying customer’s understanding of information and answer Records customer inquiries by documenting inquiry & response in customer’s accounts Improves quality service by recommending improved processes; identifying new product and service applications Update knowledge by participating in educational opportunities Accomplishes customer service& organization mission by completing related results as needed Achievements and accolades: Best Customer service Associate from Outbound in Reliance BPO for two consecutive years Best Team Leader Minacs Nov & Dec 2009, Dec & Jan 2010 Best voted Team leader for 2011 & 2012 Best Assistant Manager for the month of Nov’12 Best Assistant Manager for 2 Quarters in the year 2013 & 2014 Best Assistant Manager for discovery project in the first quarter of the year 2015 Pan India Best Assistant Manager in the month of Sep’15 & 3rd in Oct’15 Best Assistant Manager for OND’15 Quarter Best Assistant Manager for AMJ’16 Quarter Certified Personal Trainer From k11 Fitness Acadamy Projects handled: Quality improvement for !dea Mumbai Prepaid. AHT improvement plan for the process. Cricket Tournament conducted to motivate employees & control shrinkage/Attrition Personal: Date of birth: 08/10/1980 Interests / Pastimes:Travelling, Cricket, Football Languages Known : English, Hindi, Marathi, Malayalam, Tamil, Gujarati, Punjabi ___________________________________________________________________________________________________________ Place: Mumbai(Manoj Nair)