Saurabh Agarwal

SAURABH AGARWAL Mobile: -E-Mail:- PROFESSIONAL SUMMARY A competent professional with an experience of nearly 14 plus years of experience including BPO, IT and Telecom industries across various verticals including Service Delivery Operations, Customer Service, Pre-Sales Operations, Team Management, Training & Competence Development. CORE COMPETENCIES Service Delivery & Operations: (11 years) Handling service delivery operations with view of maintaining minimum Turn-around-Time. Setting up service management processes involving evaluation & improvement of the service centres. Formulation & implementation of operational plans and to increase productivity & profitability. Outbound Sales / Inbound Customer Service: 11 years) Ensuring maximum customer satisfaction by providing clients with pre/post service assistance and achieving timely delivery and quality service norms. Developing Customer Satisfaction Programs, as well as undertaking Customer Satisfaction Measurement & Feedback Analysis. (Some of the clients handled were Optus, Verizon, EarthLink, Hewlett Packard, Intuit, Symantec) Team Management: (10 years) Handling staffing, fixing employee role & objectives, periodic performance reviews, employee appraisals, productivity and quality management. Managing Employee attrition via team motivation and developing employee career path. Pre Sales Operations: (7 years) Designing and implementation of the operations process for the pre sales. Perform Bid Management and managing complete end to end sales support process. WORK EXPERIENCE Nokia Networks, (Noida) May’09 till date Software Sales Business Analyst (Pre Sales operations) Key Responsibilities: Managing Operations. Manage end to end operation right from receiving of request from the regional stakeholders, allocation of resources based on technical requirements, continuous tracking of ongoing cases and finally timely delivery of solution to the regional teams based across globe. Monitor operational performance and productivity and provide consistent and timely feedback for Monitoring the services and also coordinating/collaborating with R&D and IT to implement product delivery processes Managing virtual teams & Interface with cross functional internal and external groups including global business lines and product technical teams in gathering/developing action plans. Participate in client sessions during various phases of the bid cycle. Initiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance services. Setup Automated Software Release Acceleration Program right from Project Initiation phase, Base lining, Execution & Ramping it up to a level such that it has been rollout across organization. It is now followed as a regular business practice across organization. Managing Software Sales Push program which involves Analysing customers’ installed base Identifying potential up sell & cross sell opportunities & creating sales leads for regional teams. Maintain the pipeline for forecasted business opportunities in coordination with global sales teams Major Accomplishments: Set up a one stop service desk for supporting all pre sales operation Automated all operations reports and dashboard and created online reporting and tracking tool for real time reporting Received 4 performance recognition awards in this appraisal year, 1 Quarterly Champion & 3 Star performer of the month Team Leader - Service Delivery Operations Convergys India Pvt. Ltd., GurgaonNov’06 – May’09 Sutherland Global Services Pvt. Ltd., (Mumbai, Chennai)Feb’05 – Feb’06 Clients Handled: Optus, Verizon, EarthLink, Hewlett Packard, Intuit, Symantec Key Responsibilities: Handled a span of 150 plus production agents, subject matter experts & quality associates for inbound and outbound voice based call center Responsible for their daily service delivery and ensuring the achieving of SLA and KPIs including Quality, Compliance and Customer Satisfaction results. Interfacing with client counterpart managers regarding daily volume, status of the technology, coordinating training, hot issues, etc. Performed monthly and quarterly performance reviews and annual appraisals for all the team members. Functioned as an interface between the client and the in-house team to ensure timely service delivery in adherence of agreed service levels. Responsible for driving process improvement, perform quality checks and process knowledge audits for the agents and identify the need for improvements and conduct refresher trainings. Imparted product & process trainings to the new hired employees. Handled shrinkage management and schedule adherence of the team Provide coaching and feedback on process subject matter and soft skills. Manage attrition in the team by driving employee motivation and developing employee career path. Major Accomplishments: Awarded Quarterly Champion Award for driving zero attrition within team. Awarded Star Performer Award for driving Customer Satisfaction Scores Awarded M-Ace Team Leader award for driving best performance among all team leads. Trained 2 batches of new hires on the Product Knowledge. PREVIOUS ASSIGNMENTS Mphasis India Pvt. Ltd., BangaloreJan’04 - Jan’05 Senior Customer Support Officer (Call center Operations) Daksh E-Services Pvt. Ltd., Jan’03 – Dec’03 Customer Support Officer (Call center Operations) InfoGround Informations Pvt. Ltd., Delhi Oct’99 –Dec’02 Contact Associate CERTIFICATION & TRAINING ITIL Foundation V3 certified. Undergone training on 6∑ Six Sigma Green Belt training for the quality excellence. Trainer the Trainer (TTT) ‘Star Certification Program for Team Leaders’, a course on leadership and management ACADEMIA Diploma in Business AdministrationICFAI University, Delhi2010 Master of Information TechnologyManipal University, Delhi2001 B.Com.University of Delhi, Delhi1999 Professional Diploma in Software Technology and Systems Management( NIIT )1999 IT SKILLS Well versed with MS Office and Internet Applications. PERSONAL DETAILS Current Location:Noida in Delhi NCR, India Relocation Status: Open for relocation Marital Status: Married Passport Status.: Holder of Indian Passport