Magazine : Shabnam Verma
Current
Sr Ops Manager
Education
BHM Front Office
Industry
BPO/ITES/CRM/Transcription
About Shabnam Verma
I would like to see myself in a challenging leadership position, where I can effectively utilize the technical and managerial skills that I have gained over the years. I am looking for a position, which will provide me with an opportunity to keep learning about the technology, the business and the management skills. The position should also provide me with an opportunity to leverage my knowledge.
Shabnam Verma ’s experience
Operations Mgr
at
Almeric IT Technologies
, Gurgaon, INDIA
January 2005 – February 2010
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
As a Manager Operations
Critical liaison working with senior
leadership team between the call center and outside support
operations in order to optimize Customer Care Center
productivity. The position interacted extensively with all
aspects of day-to-day call center operations / staffing and was
instrumental in improving overall center performance and ACD work
force management through the use of new technologies and systems.
Actively involved in the entire call centre operation.
leadership team between the call center and outside support
operations in order to optimize Customer Care Center
productivity. The position interacted extensively with all
aspects of day-to-day call center operations / staffing and was
instrumental in improving overall center performance and ACD work
force management through the use of new technologies and systems.
Actively involved in the entire call centre operation.
Team Leader -(NonTechnical) at Equinox Global Services , Gurgaon, INDIA
April 2003 – December 2004
Handled Quality as well as Operations for Onebox.com (email
process) and was then promoted on to handle the operations as
well as quality for Option One Mortgage (voice process). I had
skillfully handled both the areas achieving client & customer
satisfaction.
process) and was then promoted on to handle the operations as
well as quality for Option One Mortgage (voice process). I had
skillfully handled both the areas achieving client & customer
satisfaction.
Associate/ Sr. Associate -(NonTechnical) at IBM Daksh , Gurgaon, INDIA
February 2001 – March 2003
Web process Amazon.co.uk and Amazon.com. Maintained consistency
throughout the work tenure and got recognized for the same.
throughout the work tenure and got recognized for the same.
Associate/ Sr. Associate -(NonTechnical) at Orion Dialog , Delhi, INDIA
December 1999 – January 2001
Projects like Airtel and GE Countrywide Finance. Maintained a
record of achieving the sales target on daily basis with 100%
quality. Handled the collections for Airtel and new loan finance
for Countrywide.
record of achieving the sales target on daily basis with 100%
quality. Handled the collections for Airtel and new loan finance
for Countrywide.
Front Office/ Guest Relations Exec./ Mgr at ITC Windsor Manor Sheraton & Towers , Bangalore, INDIA
January 1998 – November 1999
• My first job where I started as a trainee Front Office
Assistant and resigned as a Guest Relation Executive. Every
single day was a learning day with lots of appreciation and
recognition..
Assistant and resigned as a Guest Relation Executive. Every
single day was a learning day with lots of appreciation and
recognition..
Shabnam Verma ’s education
BHM [Front Office],
• 3 Years diploma in Hotel Management from International Institute of [May,1998]
, Kolkata, INDIA
B.A [Arts],
• Bachelor in Arts from Vidyapeeth University (Deogarh, India). Year 1 [August,1999] , Patna, INDIA
XII [Arts],
CSKM [May,1995] , Delhi, INDIA
Shabnam Verma ’s additional information
Awards and achievements:
Achievements:
• “Over the Top” and “Best Employee” award winner for Amazon.co.uk for continuous 2 Years. Recognized for reliability and getting job done through persistence and strong work ethic.
• The end client from Amazon UK had assigned a special project “Asin Assist” to be handled all alone
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