Pooran Tomar

Puran Singh Email ID:-Mobile: -/-/6 Maruti Palace, Airport road Indore (MP)-452002 Work Objective: Seeking challenging position in corporate sector, where my skill and potential career advancement will contribute to the efficiency and profitability of the organization ensuring personal and professional growth simultaneously Executive Summary: 5 years of work experience in BPO. Presently working with Teleperformance as Lead WFM & MIS handling a team of 4 RTA’s and 2 MIS and 1 S&F Analyst. Worked as Quality Analyst within Same organization. Previously worked with Infosys Pune as Process Executive L2 for a Hierarchy & Goaling Process of CISCO (STS) FS based in USA and worldwide. Professional Experience: Current Employer Working with Teleperformance since 1st Jan 2016 Designation: Lead WFM & MIS. Job Responsibilities: Handling a team of 4 RTA and 3 MIS and 1 S&F Analyst Assigning daily work to the team Ensure the team is delivering reports within the timeline Working with report automation programs like MS Access, Excel and VBA to automate our daily reports as per requirement. Promote Innovation & Automation within Team and use my technical knowledge in WFM department to automat. Improve Reporting Efficiency & Accuracy Efficient Staffing models & solutions Manpower and capacity planning for the process Keep a track of SL and all KPI’s of the process Involve in implementing various dashboard and reports Review WFM reports and prepare presentations for management review Prepare and evaluate of revenue report for the process Real time monitoring with effective and prompt performances. Preparing schedules in Blue Pumpkin Tool or in Excel Sheet. Automation to basic reports. Significant Initiatives: Developed various tools using Web designing techniques for the process to make work simpler than ever via developing Search tool, selector tools and field updater. With the help of MS Access, Excel and VBA, simplified reports like APR, C-SAT, Revenue tracker etc. Conducted technical training program for the WFM/MIS department e.g. MS Access, Excel and Macros with VBA. Significant Achievements: Achieved Quarterly Best Lead WFM & MIS award for excellence knowledge and work. Handled a process strength of around 400 productive/nonproductive employees Professional Experience: Worked with Teleperformance since 1st Jan 2016 to 31st Dec 2016 Designation: Executive MIS. Job Responsibilities: Working with report automation programs like MS Access, Excel and VBA to automate our daily reports as per requirement. Promote Innovation & Automation within Team and use my technical knowledge in WFM department to automat. Improve Reporting Efficiency & Accuracy Efficient Staffing models & solutions Manpower and capacity planning for the process Keep a track of SL and all KPI’s of the process Involve in implementing various dashboard and reports Review WFM reports and prepare presentations for management review Prepare and evaluate of revenue report for the process Significant Initiatives: Developed various tools using Web designing techniques for the process to make work simpler than ever via developing Search tool, selector tools and field updater. With the help of MS Access, Excel and VBA, simplified reports like APR, C-SAT, Revenue tracker etc. Conducted technical training program for the WFM/MIS department e.g. MS Access, Excel and Macros with VBA. Significant Achievements: Achieved Quarterly best MIS-WFM award for excellence knowledge and work. Monthly best MIS certificate and selected as central MIS for the site. Handled a process strength of around 300 productive/non productive employees 1. Previous Designation Worked with Teleperformance since 1st August 2014 to 30th December 2015. Designation: Quality Analyst L1. Job Responsibilities: Involve in Audit and Quality for the process. Preparing and analyzing Quality report and prepare plan for quality improvement. Analyzing the Quarterly and Monthly Quality report. Prepare quality Analysis on basis of Six Sigma certification e.g. Pareto and Quality trends etc. Conducting quality session of team for the feedback and share improvement techniques. Prepare and evaluate of quality report for the process. Trend analysis of SLAs/KPIs other operational metrics. Taking initiatives according to quality improvement planning. Analyze daily quality report for effective improvement plans. Significant Initiatives: By using my technical knowledge prepared some small uses tools for the process improvement and improve quality of the agents and process e.g. VASHP tool, automated onsite creator and Email configuration tool using Excel at quality and process level. Web based Quality Auditor tool by using PHP & MySQL (disapproved by client). Significant Achievements: Achieved best Quality Analyst of the month most of the time. Handled 40 agents for their quality and performance improvement metrics. 2. Previous Employer Worked with Teleperformance since 1st July 2013 to 31st July 2014. Designation: Data Entry Specialist L3. Job Responsibilities: Analyzing and processing documents received as image through server. Need to maintain accuracy and speed with client KPIs and KRAs. Working in multiple LOBs of process as per requirement. Analyze client accounts on server and update data according to requirement and document received. Significant Initiatives: Prepared process improvement plans and shared with client. Trained other agents of the same level for the improvement plan. Significant Achievements: Achieved Employee of the year award and employee of the month certificate every month. 3. Previous Employer Worked with Infosys Pune since 25thJune 2012 to 30th May 2013. Designation: Process Executive L2 Job Responsibilities: Preparing FY goals for Sales employee of Cisco (STS) FS. Providing access for goals and target visibility of sales employee. Update prorated targets and FY goals in mid of Fiscal Year. Need to audit each and every transaction done by executives. Involved in quality audits for process to provide 100% accuracy transaction by transaction. Publish processed cases report by their status with client and higher management. Significant Achievements: Achieved excellence learner award from the Operation Manager of Cisco. Achieved the best Auditor for the program while doing audits. Handled team of 20 agents for their performance and quality. Professional Skills: Good communication Skill, research skills, information governance and compliance, Literacy and learning, strategy, planning and management. Computer Skills: - Programming: - C/C++, Visual Basic and Java Programming. Office Tools: - MS Excel with VBA coding and Macros, MS Word, PowerPoint. Database: - Microsoft Access, MySQL, SQL Server and Oracle RDBMS. Web Designing: - HTML4/HTML5/CSS, JavaScript, Jason, Jquery, XML programming, PHP and ASP .NET OS: - Linux or Ubuntu and Windows (All Versions). Academic Qualification: Bachelor’s Degree in Computer Science from Devi Ahilya University, Indore in 2012. Passed HS in 2007 from MP Board, Bhopal. Passed Matriculation in 2006 from MP Board, Bhopal. Professional Qualification: T100 Certification from Cisco (STS) FS USA. Languages Known: English and Hindi Personal Details: Hobbies: Playing Cricket, Football, Basket Ball and all Outdoor games. Date Of Birth: 12-Jul-1991 Father’s Name : Harisingh Tomar Date: Signature: