Megha Maini

Megha Maini Operations Manager with ASB Telisolutions Pvt. Ltd. Jun 2016- till date At ASB Telisolutions my role involves handling client relations, day to day operations, process transitions and integration, operational hiring, overseeing performance, forecasts, collaborations with various departments for process improvement, conducting MBRs and DBRs for processes, Identifying and creating the KPI’s in collaboration with the decision science team and performance appraisals. Managing a SOC of about 60 employees in telecom sales Responsible for Workforce Management and development Managing client interactions for business updates and development Review performance of team members and responsible for conducting training or development opportunities for them Ensuring effective planning and execution of operations, reducing risks to achieve organizational milestones Maintain risk logs and other incident logs for audit purposes Maintaining the quality standards by conducting random audits and identifying gaps Sharing daily, weekly and monthly updates and reviews with the management Conducting regular Reward and Recognition for teams for outstanding performances Operations Sr. Group Manager with Encore Mar 2011- Apr 2016 Worked with Encore as Operations Manager to strengthen overall business processes and operations output. My role consisted of day to day operational management and development, Coaching and developing DRs (Direct Reportees), Driving performance, reducing inefficiencies and identifying training needs to fill performance gaps. Competitive in driving business results with an experience of Eight years working in a managerial role. Experienced in working with global organizations and across GEOs with their best practices. My Role and Achievements Joined Encore in 2011 as Group Manager and got promoted as a Sr. Group Manager in 2013. Established business process to work on Residual or bad accounts that generated revenue Implementing best practices Streamlined process requirements and day to day operations in calibration with Analytics and IT. Created strategy to prioritize business disputes in ticketing system Handpicked for transitioning UK debt recovery process in India in 2013 with an on-site training in UK- Kent with application of best practices from previous experience Recognized twice by global and India management in a year for best performance Expertise in managing dynamic work culture and ad-hoc business requirements Mentored team members in their career progression Conducted performance evaluations Recruited resources for UK operations as a certified recruiter for top talents in 2014. Created the process document for smooth transition and efficiency Skills 1. Operations Management 2.Process transition and transformation 3.Business Analysis 4.People Management 5.Performance evaluations 6.SLA Management 7.Project Management 8.Recruitment 9.Creating training manual and process documents 10. Database management- Creating risk logs OTHER WORK EXPERIENCE Jindal Intellicom, Team Leader-Operations May 2009 – Feb 2011 Worked with Jindal Intellicom managing third party debt recovery solutions, My KRAs included meeting the receivable cash averages, quality control, developing DRs and handling escalations and verification for optimum call quality. Was handpicked to solely take charge of tertiary campaign due to consistent performance in meeting targets. Roles & Responsibilities: Meeting performance targets Work force Management (WFM) Coaching and mentoring DR’s Complaint handling Quality Monitoring Performance evaluations People Management to keep team focused Managing daily head count Meeting client’s SLAs Conduct regular sessions / Trainings on Tools Receivable Management Services (RMS)- Team Leader- Operations Sep 2006 – Feb 09 Joined RMS as an account manager handling third party collections for US. Got promoted within a year and a half as Team Leader Operations. Managed first party Collections for US Utility with a SOC of 15 associates. Roles / Responsibilities Hand Call evaluations and training Escalation handling Managing team’s roster and attendance Managing daily head count Meeting client’s SLAs Developing DRs / Team Building / Mentoring Service Level Agreements configuration Transition Team Building / Mentoring EDUCATIONAL QUALIFICATIONS B.A(Pass) -2005 from Delhi University Professional Training & Certifications Principles of leading performance (PLP) Recruiting for Top Talent (RFTT) Communications skills Customer Satisfaction Email Etiquettes Women Leadership development Program Transition Management Root Cause Analysis Management Development Programme Current communication Address A-76 HIL Apartments, Sec-13 Rohini, Delhi – 110085 Ph. no:-/- Permanent Address A - 76 , HIL Apartments Sec-13, Rohini, Delhi - 110085 E-mail:- PERSONAL INFORMATION Husband’s Name : Mr. Nitin Sharma Date of Birth : 16th Jan, 1988 Passport : Valid till 2020