Nandulal | Freelancer Resume

Nandulal Prakasan Add: 301, Cosmos CHS, Plot no. 40, Ulwe Sec-3, Navi Mumbai-410206 Mobile: - E-Mail:- About Me Proven ability to manage with consistent results. Dedicated and committed, willing to take on challenging roles, tough assignments and meeting tight deadlines. Excellent communication skills teamed with the ability to develop rapport with employees and peers. Poised and confident in dealing with individuals of all levels. Dedicated to building a highly motivated team aware of their role in improving productivity and quality. Highly organized and efficient, a flexible and versatile team player who will work hard and excel in any environment. WORK EXPERIENCE: Health India TPA Assistant Manager – Quality (October 2018 – Till Date) Handling Call Quality for PAN India locations Worked on Process Improvement Plan/Process Reengineering Managed MIS and Reports automation Worked on CSAT & NPS projects Client Management Attending MBR/QBR and presenting Monthly/Quarterly performance review Preparing Quality SOP & CAP Policy Eureka Outsourcing Solutions Assistant Manager – Quality (June 2017 – September 2018) Handling Quality for an entire site Managing Outbound Sales/LG and inbound Customer Service Worked on CSAT & NPS projects Client Management Attending MBR/QBR and presenting Monthly/Quarterly performance review Preparing Quality SOP, CAP Policy Conducting reviews of QAs & Attending Calibrations with Client Grooming/Training the Team members on excel, 7 QC tools, Quality etc. 1POINT1 (One Point One Solutions) Nov 2014- Jun 2017 Quality Team Manager Working with One Point One as a Quality Team manager (Inbound & Outbound ) For Mumbai Office Taking care of the entire Quality team (Outbound & inbound) as Team manager. Client Interactions and sharing reports/POA Client management Attending MBR/QBR and presenting Monthly/Quarterly performance review Grooming/Training the Team members on excel, 7 QC tools, Quality etc. Conducting reviews of QAs & Attending Calibrations with Client Initiatives in terms of taking process to a new level like WOW call contest &RnR Preparing Quality SOP, CAP/Dap Policy 1POINT1 (One Point One Solutions) Oct 2013- Nov 2014 Quality Analyst Working with Effort BPO LTD as a Quality Executive(Sales & Customer Service) For Mumbai Office Looking after Quality Performances. Handled escalations desk. Ensure that quality scores are above the benchmark. Conducting Tape Review sessions & Call calibrations. Preparing TNI & conducting refreshers on basis of the same. Preparation compilation of Daily &, Weekly & Monthly MIS reports. Prepared Training Modules, Scripts, & Lesson plan for different verticals. Conducted Internal Certification for the NHT batches. Spanco BPO Oct 2011 to May 2013 (Shutdown) Customer Service Associate Attending Inbound calls & Outbound calls Preparing reports & Handling team in the absence of TL Additional Responsibility: Handled the floor efficiently for 1 month as an acting TL. Conducted Training for NHT batches. Designed CAP policy & PIP plan (Process) Changes implemented in the current Quality SOP Key strong point : Excellent in public relation & customer service Hard working & responsible natured Ability of adjusting in a given different situations & people Pleasing mannered, friendly & sociable appraisals Ability to understand customer’s attitude & interests. EDUCATIONAL QUALIFICATION Year Degree Board / University %- F.Y. B. Sc. (IT) Oriental College/Mumbai University 61%- H. S. C (Sci) AFAC Jr. College-Chembur/Mumbai University 59%- S.S.C Adarsha Vidyalaya /Mumbai University 77% Computer Knowledge : Knowledge of MS-Excel, Ms-Outlook, MS-Word, MS-PowerPoint, Internet, Paint STRENGTHS Integrity Hard worker / Ability to focus on a problem. Investigative PERSONAL DETAILS Date of Birth: 27th April 1993 Language Known: English, Hindi, Marathi &Malayalam Marital Status: Unmarried