Vipul JainH.No. 2639, Bhushanpura,I/S Sultanwind Gate, AmritsarContact No. 09971118087

E-mail: vipulkumar@hotmail.com

Objective:

To work in a challenging environment where my skills are used to maximum and I can contribute to the vision of the company. I want to be an asset for the company which gives me ample opportunities for growth and development as well.

Professional Experience:

Have a total 9 years of working experience, including more than 7.5 years in Training, Quality, Customer services and SOP compliance from telecom domain.

Currently, I am working with Digicall Teleservices as Manager Training & Quality for MTS Premium & Titanium Account and responsible for the Training delivery.

Job Responsibilities:

Responsibilities as Manager Training & Quality are:

Responsible for NHIP Batch performance & throughput Responsible to run the OJT Process as per MTS Responsible for training delivery for both segments Premium & Titanium Responsible for regular/timely refreshers to be happening on floor and turning up with Improvement

(Efficacy) Responsible for hiring right set of people (trainable resource) Responsible for the Team’s performance and batch on batch performance pertaining to throughput,

FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs. Responsible for Overall Quality performance for the Process Responsible for maintaining basic hygiene impacting Quality on floor Responsible for all Qualitative KPI’s of the process i.e. Repeat and Internal/External Quality etc.

Previous Work Experience & Responsibilities:

Designation : Assistant Manager – TrainingProcess : Vodafone 121Organization : Tech Mahindra Pvt Ltd.Time Period : 6 months (Jun’13-Dec’13)

Responsible for NHIP Batch performance/throughput Responsible to run the LCA Process as per Vodafone Responsible for training delivery for 2 locations Gandhinagar and Ahmadabad Responsible for regular/timely refreshers to be happening on floor and turning up with Improvement

(Efficacy) Responsible for hiring right set of people (trainable resource) Responsible for the Team’s performance and batch on batch performance pertaining to throughput,

FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs

Designation : Assistant Manager – TrainingProcess : Airtel 121Organization : Serco Pvt Ltd.Time Period : 11 months (Jun’12-Mar’13)

Responsibilities as Assistant Manager Training were:

Responsible for NHIP Batch performance/throughput Responsible to Run the Concord Projects as per Airtel Process

Nesting Zenith (TNI Refresher) KNE ASCMP – Agent Support Consequence Management Program LSCMP – Leadership Support Consequence Management Program

Responsible for the Nesting throughput as per the defined targets Responsible for regular/timely refreshers to be happening on floor Responsible for compliance audit in the absence of TEC Responsible for the Team’s performance and batch on batch performance pertaining to throughput,

FPA & Certification Responsible for client management Responsible for internal and external KPIs pertaining to Training & Overall Process/Business Identifying bottom performers’ basis internal and external performance, making TNI and refreshers

for overall Improvement of Process KPIs

Worked for Bharti Airtel for more than 18 months as an External Auditor being Part of Airtel QMC Team

Designation : Quality Analyst – Airtel QMCProcess : Airtel 121 & GPRSOrganization : Genpact Pvt. Ltd.Time Period : 11 months (Jul’11-Jun’12) Continued from Bharti Outsourcing

Responsibilities as an executive of Analyst were:

SOP compliance audits for Partners. SME for the process on data services. Monitoring voice transactions for GPRS technical support Handling PAN India skills of GPRS technical support AHT Base lining to find out the NVAs Calibration with partners & internal team. Data analysis to find out root causes Sharing process improvements with management Highlighting concerns critical to quality & business Handling of team in absence of AM

Designation : Quality Analyst - Executive – CSDProcess : Airtel Data Services Organization : Bharti Airtel LimitedTime Period : 8 months (Nov’10-Jul’11) then outsourced to Genpact

Responsibilities as an executive of CSD were:

Monitoring voice transactions for GPRS technical support Handling of North ,West and East hub Calibration with partners & internal team Knowledge portal updation Sharing process improvements with management Co-ordination with the corporate team for regular updates on products and services

Designation : Quality EvaluatorProcess : Airtel Data services (GPRS)Organization : Kochar InfoTech, AmritsarTime Period : 15 months (Mar’09-Aug’10)

Responsibilities as a Quality Evaluator were:

Maintaining weekly, monthly PMS of team members. Prepare QMR, MBR and other reviews as per business requirement Daily interaction with Operations. Run different projects/activities to enhance customer centricity. Analyzing team’s performance and making action plans for the same. Voice transaction monitoring Coordination with different departments to ensure effective functioning. Certification of new hired trainees. Identifying top defects/gaps and action plans to rectify them.

Designation : Technical Support ExecutiveProcess : Airtel Data services (GPRS)Organization : Kochar Infotech, AmritsarTime Period : 15 months (Dec’07-Mar’09)

Responsibilities as a Technical Support Executive were:

Dealing with customer requests maintaining high delivery standards. Ensure appropriate responses to customer queries. Ensure customer queries and complaints are promptly and effectively dealt. Handle escalation calls. Improve quality of the process to enhance customer satisfaction. Acquired distinction of being promoted as a Quality Auditor.

Designation : Prepaid In ChargeOrganization : Reliance Communication, AmritsarTime Period : 15 months (May’05-Aug’06)

Responsibilities as a Prepaid Incharge were:

To receive CAFs and get it uploaded in system. Maintaining MIS reports of CAFs Circle/Cluster Wise Analyzing the Distributor wise Activation, Pendency’s and their Targets Report Daily/ Weekly/ Monthly CAF pendency report distributor wise to Cluster & Circle level Handled the team of 15 people Worked as team with subordinates and seniors to achieve the performance. Measuring performance and productivity of the team members.

Designation : Account AssistantOrganization : Gauarv Aggarwal & Associates, AmritsarTime Period : 15 months (Nov’03-May’05)

Responsibilities as an Assistant Auditor were:

To prepare accounts for the clients To Audit the Accounts of the clients as an auditor To fill the returns for the client To deal with client in absence of CA related to accounts issue Worked on different accounting software like Tally, Busy etc.

Worked on Projects:

Lead Call listening activity of 8 members to reduce the ATT for the Process and created probing module for the executive that saves 85 seconds ATT for the whole process.

Lead AHT baseline activity to find out and remove NVAs at the Partner as well at the client level. Lead IMRB call listening project to improve CTA scores for the process that increased NSS CTA scores

by 12%.

Other Achievements:

Top scorer of my team in terms of CQ, AHT, ICE and CTA. Consecutive R & R winner for 3 months. Promoted as Quality Evaluator in 8 months only.

Academic Qualification:

B.Com (Prof.) from Guru Nanak Dev University, Amritsar in 2007. Senior Secondary Examination passed from Punjab School Education Board in 2004. Matriculation examination passed from Punjab School Education Board in 2002.

Strength:

Good command over MS office (Excel, Word and Powerpoint) Other Computer courses Tally, Busy, HTML, FrontPage Quickly and interested in learning new things Adapting without difficulty to changing work demand of priorities Honesty, Loyalty and Sincerity

Personal Profile:

Date of Birth : 19th Aug 1987Marital Status : MarriedLanguage Known : Punjabi, Hindi & EnglishHobbies & Interest : Listening to Music, Surfing the net, EatingCurrent CTC : Rs. 5.85 LacCurrent Location : Noida

Place : AmritsarDate : 15-06-2015 (Vipul Jain)