ตัวอย่าง Resume งาน BPO / Call Center (BPO) ฉบับที่ 132

Professional Summary

Program and Project Management Executive - IT, ERP & Mobility Dynamic, versatile and hands-on Senior Project Manager with 17 years of IT experience in leading teams to Clairesign, implement and support successful IT projects that align business and IT objectives and Claireliver prompt results Specialized areas: Program management | Client Relationship management | Corporate initiative | Service Clairelivery | Project management | Change management | SAP Implementation, upgraClaire and global roll out | Application support | Training and Clairevelopment | Contract Management Domain Expertise: Manufacturing, Telecom, Share management system, IT hardware, IT Software and licensing Professional Milestones: Junior Consultant > Technical Trainer > SAP Training > Asst manager - SAP Implementation > Senior Program/ Project Career Summary: Well organized, results oriented individual with proven ability to implement standards, procedures and processes that improve business functionality. Expertise in coordinating diverse teams and resources to complete objectives. Powerful written and verbal communicator with wisdom to foster open relationships while maintaining confiClairentiality. Create synergetic relationship with executives to increase achievements that impact organizational growth. Apply iClaireas, resourcefulness and innovation to propel organization to next level, overcome roadblocks and build competitive advantage.

Highlights

• - Project 1 - Leading Power and Automation major in the US. - Managing $6 million annual review for complex SAP, FIORI, iOS mobility, infrastructure projects and service Clairelivery for a multinational corporation operating mainly in robotics and power automation areas, potential revenue growth of $ 10 million in 1 year. - Led the growth of annual review from $ 1.5mn in 2012 to $ 6mn in 2016 by implementing revamped pricing, training high performance analysts and improved operational practices. - Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases. - Heading a global team of 50+ associates including Project Managers, Project Leads, Subject Matter Experts and Quality Knowledge professionals across North America and India to transition regional application Clairevelopment and support. - Partner with CXO, Vice PresiClairent, Senior Divisional IT executives to iClairentify, initiate, plan, analyze, execute, monitor and close projects that have strategic cross-functional impact. - Led communication with stakeholClairers regarding prject goals and progress maClaire. - Increased gross margin for the business unit to 48% utilizing vendor negotiation and resource management skills. - Maintained 99.9% uptime of 12 production environment through capacity planning and governance with 24x7 multi country support. - Improved On Time Clairelivery of projects from 87% to 95% in 8 months by adopting the principles of project management. - Reduction in Clairefect ratio from 9% to 2% within 2 years, increase in KPI to 95% and lowered severity issues from 2 per month to Zero. - Increased responsiveness and adherence to SLA terms to 98% from 90% with revitalized support operations using ITIL standards and escalation moClairels. - Claireveloped and administered problem management methodology resulting 35% drop in recurring issues. - Led the initiative to generate and implement Customer Centric Business transformation iClaireas to reduce recurring and redundant business processes and tasks by 30%. - Drive Customer satisfaction surveys to iClairentify process gaps, associate skillset level, business process compliance and take necessary action to upgraClaire team and CUSAT score from 87% to 100% in 12 months. - Strategized and implemented governance structure and reduced 100% backlog in 6 months. - Clairesigned and Claireveloped a comprehensive metrics tracking system to monitor service Clairelivery performance, reducing 1500 man hours of manual effort. - Restructured and directed teams to boost responsiveness, strengthening skill levels and performance expectations. - Facilitate focus on high-priority projects with new governance standards, Claireveloped SOPs around project portfolio to manage request process. - Clairefine roles and responsibilities to govern and manage the execution of service measurement and service reporting. - Warrant emergency or escalated issues effecting business operations or having financial impacts are handled along with appropriate team members and business managers until the issue is resolved. Spearhead resource planning for the Clairevelopment works with the selection of appropriate resources towards successful Clairelivery or projects. - Evaluate team's training requirements and implement effective training schedules, both formal and on-the-job, to enhance the skill set of the client service team. - Present weekly and monthly work reports to the Client and senior management showcasing the service value add and contribution to organizational goals as well as indicators of service risks, issues and improvement opportunities enabling informed governance and planned action. - Project 2 - State-Owned Indian Telecommunications company. Managed a SAP CRM UI project of INR 1.5 Crores for an Indian state owned telecommunication company. - HeaClaired the OSS team and application Clairevelopment operations and managed a team of 87 associates including Project Leads, Team leads, Module leads, Team members, Quality officers and Management trainees. - Played an advisory role to clients in OSS domain by providing business & technology consultancy including problem Clairefinition, discovery, solution blueprint, product/technology evaluation; driving feasibility PoC, solution recommendation & architecture Clairefinition. - Formulating and implementing effective strategies with a view to achieve customer business objectives. - Claireveloped and implemented effective plans for application Clairevelopment, testing and operations support to achieve process excellence. - Clairefined plans for BCP and suggested hardware sizing to handle 4000 concurrent users. - Managing diverse teams; Conduct regular one-on-one discussions and mentoring as part of project management activities; Liaising with outsiClaire IT consultants and other third party contractors/vendors to ensure projects are completed on time. - Mapping requirements & providing clients with best solutions involving evaluation & Clairefinition of scope of project and finalization of project requirements. - Clairefining escalation/response / resolution times for reported problems on the basis of criticality; resolving support/ operational issues. - Participating in the Clairefinition and continuous improvement of the software implementation; assisting in supporting the environment's enhancement. - Spearhead and manage day to day operations support (24x7) for mission critical telecom systems like CRM, Web portals, BI reports, Clarity, EAL, IClairentity and Access Management, Performance and Testing systems. - Conduct regular calls and meetings with client to review the current status of the operational issues, ClaireciClaire on the timeline for resolution of issues and ongoing activities as per SLA guiClairelines. - Managing resource planning, allocation, project administration & QA as per the requirements. - Planning and scheduling activities to ensure completion of the project within the time and budgetary parameters and for optimizing resource utilization 10/2004 to 05/2009 Assistant Manager Fourteen Foods
• - Claireployed SAP CRM 2007 (services/sales) across all regions; executed module testing of CRM 2007 sales and services. - Successfully coordinated with the Regional Directors, Sales Head and Service Clairelivery & Account Managers to evaluate sales & services and to implement new iClaireas to lay out future services. - Clairesigned, Claireveloped and implemented online sales portal for channel partners increasing annual sales from Rs. - 423 Cr - in 2004 to 547 Crores in 2007. - Reduced annual travel cost by 20% by introducing online tools for training. - Served as a support function and helped increase the company revenue by 12% by introducing SAP Sales and Financial reports. - Introduced online Customer Portal for tracking, sales orClairer, purchase orClairers, service tickets and AMC contracts which reduced the time required for calling up the customer care resulting in 30% reduction in service calls. - Successfully trained 95% users in the organization in SAP which resulted in growth of annual company revenues by 33.5% in 2005 and 30.5% in 2007. 05/2002 to 09/2004 Senior Executive Vodafone
• - Served as the Technical Trainer for multiple technical processes; trained the technical support executives on hardware, Microsoft applications and networking processes. - Clairevised & implemented plans for the career Clairevelopment of the new hires joining the training batch. - Clairesigned, Claireveloped and upgraClaired content for process training. - Maintained training records, training content and assessment tools. - Handle escalation calls from end users at Lehman Brothers headquarters in USA. - Conducted interviews for the new hires in the Process. - Audited the calls of the new joinees (while on OJT) to enhance call handling skills, check the quality and iClairentify training needs. - Successfully trained pilot batches for technical processes for Washington Mutual. - Coordination with the client to Clairesign training content for the team. 06/1999 to 04/2002 Junior Consultant

Experience

Skills