Baibhaw K.

An astute professional with 5+ years of experience in e-Commerce customer support and 1 Year 4 Months in Telecom Projects. Experienced in handling different type of Projects and Processes as an individual as well as a team. Projects and process have worked for - 1. Amazon (US) Customer Support - As a practitioner 2. eBay (AU) Customer Support - As Assistant Manager 3. BharatNet (BharatNet is an ambitious program conceived by the Government of India to provide broadband connectivity to all Villages) - As Deputy Manager An Overview of responsibility and contribution - Planning & Execution: Planning and execution of month on month targets to ensure successful and on-time completion/handover of the project without any punch point. - Operations & Maintenance: 24*7 Maintenance of OFC routes of more than 6000 KM that includes above 1500 GP to ensure uninterrupted services. - Team Management: Effectively interfacing with people at all levels, managing healthy work environment and inculcating bonded teamwork with high work ethics. Providing necessary training to the team regarding product knowledge and customer handling. - Planning and execution of monthly target (Block wise, Cluster wise and Package wise) - Close coordination with Area managers, Vendors & Sub Vendors for smooth execution of work - Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to customers. - Preparing and sharing daily progress report to upper management and authorities - Preparing PPT slides and relevant reports when and where required for graphical/statistical representation of the work progress. - Assist the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs. - Shares continual responsibility for deciding how to manage the employees, ensuring interactions are handled efficiently and effectively. - Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. - Sharing RAG status of team for expected attrition with HR and thereby build an action plan to minimize the same. - Actively responding to client interactions. - Preparing reports and discussion with clients over Weekly, monthly and quarterly business health. - Weekly and monthly reviews with client over bridge call.