AKASH DHYANI

Hno 17,SEWA NAGAR ,

AMRITSAR
Contact Detail: +91-7409!010
EMAI": DH#ANI$A%ASH91&GMAI"$C'M
OBJECTIVE:

See(in) a c*allen)in) o++o,t-nit. in an o,)ani/ation +,o0i1in) o++o,t-nitie2 3o, +,o3e22ional 4 +e,2onal
),o5t*, lea,nin) contin-o-2l. an1 a++l.in) t*e lea,nin) 3o, 2-2taine1 ),o5t* 4 +e,2onal 1e0elo+6ent$
EXPERIENCE 3.5 years +: GPRS pr!ess "A#r$e% & A#r!e% & I'ea ( V'a)*e+
TEA, -EADER.Opera$#*s "VERTEX C/STO,ER SO-/TIONS PVT.-TD+
C0rre*$ Resp*s#1#%#$#es:
1 Supervising, Mentoring, Motivating and handling a team of 20 associates.
2. Create work plans for team to help them achieve targets.
3. Maintaining Team !".
#. $ualit% check for the team.
&. 'nsuring that the (!)*s metrics are met.
+ Manage ,senteeism in the team.
-. Manage ttrition.
.. !roviding technical e/pertise to the team.
0. )dentif%ing ,ottom 1uartile from the teams and helping them on skills improvement.
10. Managing Team technical functions via, manpower planning, performance ,ased
trainings, mentoring, etc.
11. 2eading, mentoring 3 monitoring the performance of team mem,ers to ensure
e4cienc% in process operations and meeting of individual 3 group targets.
Quality & Compliance
1. Conducting continuous audits on M)S to ensure compliance and sound functioning of the
process.
2. To ensure that teams adhere to all the 1ualit% tool and procedures.
Taking initiatives through various programs that the team mem,ers to all the policies and
procedures
S012e!$ ,a$$er E3per$ 4 Opera$#*s "Te%eper)ra*!e& Ja#p0r+
C0rre*$ Resp*s#1#%#$#es:
1 Ta(in) e2calation call2
2 7ee18ac( an1 Coac*in) to 8otto6 +e,3o,6e,2
3 9e,3o,6ance i6+,o0e6ent o3 t*e tea6
4 Re1-ce t*e ,e+eat calle,2
5 7CR i6+,o0e6ent
6 :-alit. i6+,o0e6ent
7 Ta(in) ,e3,e2*e,2 3o, 3,e2* 8atc*e2
8 Actin) a2 Inte,nal t,aine, - '+e,ation2
9 9,o0i1in) 3loo, 2-++o,t
Key 5!0s areas : 9e,3o,6ance i6+,o0e6ent , 7CR 4 :-alit. i6+,o0e6ent$
A!6#e7e8e*$ :
1 Selecte1 3o, t*e +ilot 8atc* tea6$
2
Ass#s$a*$ Tea8 -ea'er.Opera$#*s "*$ '!08e*$e'+
!0rre*$ Resp*s#1#%#$#es:
1. Han1lin) a tea6 o3 !0 a10i2o,2 an1 1 SME$
!. 7ee18ac( an1 Coac*in) to t*e 8otto6 +e,3o,6e,2$
;$ Call :-alit. Cali8,ation, A-1it an1 Coac*in)$
4$ Han1lin) e2calation call2 an1 co6+laint2 3o, c-2to6e,2$
<$ Att,ition Anal.2i2 to cont,ol att,ition on t*e +,oce22 le0el$
$ Mana)in) tea6 ,elation2 an1 con3lict2 5it* contin-o-2 ac*ie0e6ent o3 ta,)et an1
i6+,o0e6ent in +,oce22$
7$ '+e,ational e33icienc. c*ec(2, i1enti3.in) )a+2, an1 1e2i)nin) +,oce22 i6+,o0e6ent +lan2$
=$ 9e,3o,6ance Mana)e6ent >AHT,S"A,7CR 4 :-alit.?
9$ Re2ol-tion Con3i,6ation Call2 an1 Coac*in)$
10$ Han1lin) e2calation call2 an1 co6+laint2 3o, c-2to6e,2
11$ Att,ition Anal.2i2 to cont,ol att,ition on t*e +,oce22 le0el$
KEY 5OC/S areas: Atten1ance, Att,ition an1 9e,3o,6ance in acco,1ance 5it* Client 2ati23action$
A!6#e78e*$:
1 E0e,. 6ont* ! tea6 6e68e,2 co6e in RNR li2t$
! A5a,1e1 3o, @e,o 7ATA" Tea6 3o, con2ec-ti0e ! 6ont*2
; A5a,1e1 5it* 6o2t -+1ate1 tea6 3o, con2ec-ti0e 4 5ee(2$
TSE ( Sr. TSE :
1 Ta(e 7,ontline Call2 an1 +,o0i1e 2-++o,t 3o, G9RS$
2 S9'C 3o, a tea6 o3 < a)ent2 4 a11,e22in) i22-e2 $
3 Han1lin) e2calation2 an1 ,e+o,tin) to T"
4 Mento, ne5 *i,e2 5it*in t*e tea6 an1 *el+ t*e6 t*,o-)* t*ei, lea,nin) c-,0e
5 A22i2t t*e T" ASME in B-e-e 6ana)e6ent 4 3acilitate e33icient call *an1lin)$
Key 5!0s areas: 9e,2onal +e,3o,6ance AHT, 7CR 4 :-alit.$

A!6#e7e8e*$:
1 100C D%: a5a,1 ; ti6e2$
2 ! a++,eciation ce,ti3icate2 3o, c-2to6e, 1eli)*te1ne22$
Pr)ess#*a% Cer$#)#!a$#*s a*' 90a%#)#!a$#*s
Hi)*e, 2econ1a,. 2t-1ie2 3,o6 %*al2a 2enio, 2econ1a,. 2c*ool A6,it2a,
Ha0e 1one E$A 3,o6 C$M$D -ni0e,2it.$
Pers*a% De$a#%s:

Na8e: A(a2* D*.ani
Da$e ) 1#r$6: 7t* o3 6a,c*, 1991$
H11#es: 9la.in) 0olle. 8all , lo0e to 0i2it ne5 +lace2$
,ar#$a% s$a$0s: Fn6a,,ie1$

I *e,e8. 1ecla,e t*at t*e a8o0e in3o,6ation i2 t,-e to t*e 8e2t o3 6. 8elie3 an1 (no5le1)e$


SIGNATFRE

A%ASH DH#ANI