KRUPALINI.A.R.

Mobile: 9916282656 ~ E-Mail :

krupalinihere@yahoo.co.in

Career Objective:
To provide World class Service Delivery and maintain very high team morale.

Precis

 Prudent and disciplined leader in diverse areas of Service delivery Sector like
Operations, Process management Vendor Management and MIS.
 Proven success in managing processes and accomplishing SLA, ensuring compliance to
quality standards.
 Ensured customer satisfaction and service delivery to meet client requirements within
the agreed SLA.
 Implemented pristine controls for error & fraud free environment.
 Strong Analytical and Creative skills to ensure prompt resolution to issues.
 Skilled in coaching, mentoring, leading and training processing staff for accomplishing
the desired results.
 Astute professional with strong communication, relationship and team building skills.
 A keen player with skills in transitioning processes and stabilizing the same for smooth
operations.

Strengths

 Excellence Planning.
 Team Supervision.
 Operations
 Process management
 Training,
 Quality.
 Client Servicing.
 Transitions.

Reward and Recognition.

 Awarded for consistence 1 year performance in achieving Retention Targets and

Complaint management SLA.
 Won level 1 and Level 2 award title by CEO for best performance in handling Top
Escalations, providing
Quality and Satisfied Resolutions to customer cases successfully and training new
joiners.
 Won appreciations both from customers and Managers for contribution towards
organizational Growth.
Training Programme

 Training on Soft skills, Communication & Business writing by Ms Diana Tuloor

 Training of reaching the stars by Manish Jha & Anil Sood.

 Leadership training by Sri Nidhi SamKris & Tay Chinyi Helena from Singapore, held at
Hotel Leela Palace

 Training on 6 Sigma Awareness & Time Management training.

Academia

BE in Electronics and Communications - Affiliated to Gulbarga University.

Certificate on Computer Applications.

Career Contour

 As Project Manager in Wings - Group of Companies. [April 2009 – Till Date]

 As Assistant Manager in ING Life Insurance [Feb2008 – April

2009]

 As Team Leader in Tata Tele Services Ltd, [March2003– Feb

2008]

Key Deliverables.

WINGS – Group of Companies,

Role: Blackberry project Manager - Reporting to COO of the company.

Responsibilities
• Handling Recruitment across India.
• Developed Process Maps of Workflow.
• Developed and Implemented Quality Standards.
• Initiated succession planning process for all key rolls.
• Initiated Employee Appreciation program.
• Recommended High Performers for Talent Management Process.
• Ensured High Level of Energy Buzz in the working Environment.
• Overall responsibility for the resolution of all problems and implementation of
changes
• Excellent customer service/ support skills, ability to work well under pressure

• Work with support departments to ensure staffing strategies are effectively executed
• Resolve escalated customer issue

• Responsible for undertaking continuous process improvement activities/ projects

• Ability to track and maintain SLA’s

• Responsible for meeting all productivity and service level agreement targets

• Document and communicate system and business process gaps

• Hold team meetings on a regular basis with the direct reports

• Decision making on process correction

• Drive proactive quality improvement.

ING Life Insurance, Bangalore,

Role: Team Assistant Manager – Reporting to Complaints Team Manager.

Responsibilities
• Worked extensively with Ops managing and transitioning training.

• Worked with core Quality team to modify the complaint process.

• Conducted Case management study on member profiling.

• Developed Observation Feedback form for improving member satisfaction through

member profiling.

• Provide hands-on assistance to the team in case of issues, both, through direct
intervention and mentoring

• Hold team meetings on a regular basis with the direct reports

• Worked with support departments to ensure staffing strategies are effectively

executed

• Monitoring and ensuring closure of Complaints under the norms of service level
agreement.

• Flashing weekly/Monthly Analysis report.

• Appointing suitable candidates for the team and Training them on the Products &
Features
• Appraisal done for all the team members once in every 6 months on their
performance, decision making on the Annual hike in pay scale.

Escalations:
  Handling Top Escalations ensuring Quality Closure under Service level.

Tata Tele Services Ltd , Bangalore,

Team Leader – Reporting to Customer Care Head

Responsibilities of Complaint Management.

• Provide hands-on assistance to the team in case of issues, both, through direct
intervention and mentoring

• Handling of TRAI Nodal Officer Calls, Mails and Legal complaints.

• Hold team meetings on a regular basis with the direct reports

• Monitoring Top Corporate Tech and non tech Requests and Complaints

• Handling all Cases received through correspondence (fax, letter & e-mail) for entire
Karnataka and Mails and Calls

• Maintaining the SLA to 90%

• Work with support departments to ensure staffing strategies are effectively executed

• Resolve escalated customer issue

Responsibilities of Retention Management:

• Customer Objection Handling.

• Customer Retention.

• Ensuring close Looping of Retention Process with satisfied customers in the N/W.

• Responsible in doing Quality Check – Audit and Monitoring of all backend Operations.

Escalations:

 Handling Top Escalations ensuring Quality Closure under Service level.

Vendor Management

 Ensure process operates efficiently according to client and company measures

 Vendor interaction on Content purchase and follow up in case of delay

 Checking on the quality of the content and the quantity received.

 Handing over the Bill invoice to finance to process the bill with in SLA.
 Participating in the operation calls to discuss current issues and action plans.

MIS Reports

 Maintaining Key Performance Report

 Preparing Business Report and Collection Report

 Reports on inter location Stock transfer and inventory stocks maintained

 Tracking SLA Report

 Preparing Annual, monthly and weekly performance report

 PPT Presentation.

Personal Dossier:

Date of Birth: 21st November; Languages Known: English, Kannada, Hindi & Telugu,
Alternate Phone: 9742389353
nd
Address: D No: 506, 2 C Main, 11th Block, Nagarbhavi BDA Layout, Bangalore- 560072.