Ashwin Mallya Ullal

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Operation Manager-BPO
Location: India

Ashwin Mallya Ullal

Overview:

Dynamic professional with nearly 13+ years’ work experience in outsourcing and startups. With experience in Operation Management, Project Management, Sales campaign, Customer Relationship Management and Team Management.

 

Industries/Domain:

E Commerce, Contact Center operations, Telecom, Banking, Vendor Management, Process Excellence & Process Automation

 

Achievements:

§  Awarded as the “People Manager” in Flipkart.

§  Awarded as the “Best Quality Analyst” multiple times in Mphasis BPO.

§  Introduction and implementation of Large Category process (End to end) to have better efficiency in handling customer queries and complaints.

§  Introduced Automated Process to curb down agent errors, which turned out to be cost effective for the Large Category Process.

§  Implemented CSAT focused quality parameters. By doing this we had better way of capturing customers comments on the Service provided to them.

 

Work Experience:

Assistant Operations Manager – Delightful Gourmet Private Limited (LICIOUS)-  Sep 2018 to Dec 2019

§  Managing Customer experience team of 60 Consultants day to day operations.

§  Process related Data preparation: Reports such as daily, Weekly & Monthly performance data, daily login summary, Hourly reports on Call patterns.

§  Managing the monthly Performance Stack parameters and publishing timely reports to the management & consultants.

§  Preparing and managing monthly attendance tracker.

§  Steps taken to manage monthly budget of the process by preparing cost report(Cost to order & Cost per seat).

§  Preparing and controlling the dashboard for daily, weekly & monthly SLA’s. Dashboard showcases the trend and variances of hygiene metrics, number orders, Order to Call Ratio, Abandon rate, Volumes, Resolution TAT, CSAT, NPS and Quality Audit data.

§  Handled Hiring process.

§  Closely worked with vendors related to Customer relationship Management and Telephony dialer systems. Managed the admin access for the same.

§  Played major role in Process improvement by introducing details SOP & SOWs, Introduced Performance metrics keeping all the parameters in mind. Introduced Quality Audit Scorecard.

§  Worked closely with the tech team on automation process.

§  Handled 3 team leaders, 3 Quality advisors and 1 trainer by showing them the career path, making them to drive daily parameters and customer experience. Made them to have regular coaching and grooming of agents through 1 on 1 session. Introduced Refresher training on top issues.

§  Handled Personal Account Managers team. This team was introduced to manage & service high profile customers across PAN India.

§  Built CHAT process and Email process. Implemented new procedures and timelines.

§  Managing outbound campaigns to increase customer base(basis the frequency of their purchase from Licious)

§  Preparing weekly schedules.

§  Conducted WBR, MBR & QBR with the higher management.

§  Introduced Call calibration process.

 

Assistant Operations Manager – Wibmo (From Nov 2017 – May 2018)

§  Handled a team capacity of 9 Team leaders and 90 Consultants supporting the PayZapp

§  Managing their day-to-day operational activities such as Quality, AHT, Login Hrs, Attendance etc.

§  Handling Performance management for the Team leaders

§  SPOC for client in Wibmo Operations team

§  Driving Innovation and Continuous improvements

 

 

Startups Winmart Retail, Eminence BPO Solutions (From 2015 to 2017)

§  Winmart Retail – Online grocery in Mangalore

§  Eminence BPO Solutions – Contact center operations for Insurance Client

 

Assistant Manager Sales and Services – Flipkart Internet Pvt Ltd, Bangalore (From 2011 to 2015)

§  Handled a team capacity of 180+ executives and 8 team leaders related to Sales and Customer Service of Home Appliances category.

§  Managing their day-to-day operational activities such as Quality, AHT, Login Hrs, Attendance etc.

§  Handling Performance management for the Team leaders

§  Handled Recruitment process as and when company needed employees.

§  Working closely with the Business Development team to ensure the entire product listed on the Websites is accurate and customer oriented.

§  Working closely with the brands related to the Home Appliances category to ensure timely installations of the products.

§  Conducted Grooming sessions for the team members. Having a record of moving a team of 20 Executives to their next role such as Operations (TL &AMs) and Support functions such as Quality and Training team.

§  Presenting the process deck to the management team during MBR (Monthly Business Review) and QBR (Quarterly Business Review).

§  Rectifying the errors made by the Business development team so that the negative impact on the customer is minimized or zeroed.

§  Conducting timely Calibration sessions to ensure service delivered is consistent across teams

§  Managed positive revenue generation for the company on a quarterly basis.

§  Working closely with the Logistic teams to ensure timely delivery of the products to zero the customer impact.

§  Managing Customer escalations by providing best solutions to them keeping process guidelines in mind.

§  Managing monthly KRAs and Annual Appraisal of the employees with the help of bell curve procedure.

§  Maintaining reports on the SLA/TAT taken by the brands to complete the installation of products. Basis this, contact the brand to ensure they complete the installation within the given timelines.

§  Managed CAPA (Corrective Actions and Preventive Actions) process & tracker to maintain 0% errors in the process.

§  Been a part of Process Excellence Team in transitioning “Large Category” process.

§  Awarded as “People Manager of the year”-2014-15.

§  Knowledge of Reverse Pick up (RVP) and Return of the product (RTO) as the same was handled during my tenure at Flipkart.

§  Introduced process improvements through automation to reduce the Operations cost to the company for Large Category team.

§  Handling customer Complaints

 

Quality Analyst and Team Leader Customer service – Mphasis BPO (From 2004 to 2011)

§  Monitoring calls taken by the Customer Support Executive and giving timely feedback so that the errors can be avoided to minimize negative customer impact.

§  Driving Calibration process with the client to ensure all the process requirements are being met.

§  Generated a new version of Quality Scorecard for monitoring process.

§  Awarded as the “Best Quality Analyst” multiple times.

§  Maintained a stream of longest period with the 100% calibration scores.

§  Handled the process of “Product Knowledge Test” on a weekly basis to ensure that the executives are well versed with the process.

§  Fulfilled Subject Matter Expert (SME) Role by giving adequate floor support to the call-taking executive.

§  Preparation of MBR with the Quality parameters and the comparison with the last 3 months performance.

§  As a Team Leader, handled a team of 20 Customer Support Executive and managed their performance in terms of Quality, Login Hours, AHT, Absenteeism, Attrition and mainly their behavioral issues.

§  Achieved the targets set by the process basis the SLA’s/KRA’s.

§  Timely MIS reporting was done showing the team performances.

§  Introduced new version of coaching and quality scoring basis the performance. Categorized the performance in A B & C category (A-best performer B- Average performer & C- Bottom performer) and fixed a set of call monitoring.

§  Handling Escalation calls whenever it was failed to tackle by an operations team.

 

Educational Qualification:

§  Diploma in Computer Science & Engineering from Board of Technical Education, Dr. T.M.A.Pai Polytechnic, Manipal ( A unit of MIT education trust) From 1998 to 2001

§  P.U.C (PCME) from Canara Pre University College, Mangalore From 1996-1998

 

Declaration: I hereby notify you that the above-mentioned information is true to my knowledge.

 

Regards,                                                                                                  Date  : 07th May 2020

Ashwin Mallya Ullal                                                                                  Place:  Mangalore

 

Education

1998-2001

Diploma in Computer Sc & Engg at Dr TMA Pai Polytechnic, Manipal

Experience

Sept 2018 to Dec 2019

Assistant Manager at Delightful Gourmet Private Limited

2011 Oct to 2015 Jun

Assiatant Manager at Flipkart Internet Pvt Ltd

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