Aamir Hassan

Delhi, Delhi, India
Talents
Work Experience
Sr. Manager - Operation
Terminix SIS India (P) Ltd.
Full Time Apr-2015 To present 10 years
Responsibilities
  • ? Heading customer service operation and Backend Process nationally for TerminixSIS. In-scope processes: Inbound call center , Service Recovery, Process Compliances and Procurement
    ? Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures
    ? Fixing and driving the KPIs within the organization
    ? Coordinates and provide customer insights to business and Marketing for the launch of new products
    ? Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate
    ? Assist in developing and implementing training programs to improve the quality and productivity of the team
    ? Vendor Management and Branch Management
    ? Pioneering the launch and transition from Old ERP to new ERP
    ? Interdepartmental Liaising with other mgmt.
Achievements
  • New Process Launch, ERP launch, Product Launch
Center Head
Full Time Nov-2007 To Mar-2015 7 years 4 months
Responsibilities
  • Heading Call Canter and Backend Process nationally for alliance partner Future group brand (T24) with Tata DOCOMO. In-scope processes: Inbound call center and Service Recovery – Pre pay and written communication.
    Coordinates and provide customer insights to business and Marketing for the launch of new products
    Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate
    Assist in developing and implementing training programs to improve the quality and productivity of the team
    Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
Achievements
  • Successfully launch of new center with successful process transition.
    Received Star Award for Q4 in 2013 for launching the Audit process for new CSD Process
    QUICK Certified ( Tata Teleservices internal Quality certification)
    Received Super Star Award ( Scroll of Honor) for Q3 in 2011 & Q1 in 2012
    Delhi circle: Reduce backend operation Cost by 50% annually
    Delhi Circle: Successful completed Yellow Belt Six Sigma Projects – CPS Reduction
    Delhi Circle: Awarded for creating a service Model at Call center and Backend for SME segment
    BPO Center, Chandigarh : Consistently achieving lowest Complaints per sub & repeat complaints across all centers/circles
    BPO Center, Chandigarh : Reduce cost to serve by 20% (INR 2 Million)/month
Zonal Executive
Reliance communication limited
Full Time Dec-2006 To Nov-2007 11 months
Responsibilities
  • ?Managed Reliance Web store service Retail Operations & Franchise Owned Outlet for Jaipur Cluster.
    ?Processes managed: Service management, Provisioning, Stock inventory and Retention
    ?Training & mentoring associates, quality & process certification
    ?Key performance indicators - Complaint Resolution, SLA adherence & Churn
Achievements
  • Rated as Top Zonal Executive in Rajasthan Circle with the top score in C-SAT and Quality parameters
Executive
Bharti Airtel Ltd.
Full Time Jul-2002 To Dec-2006 4 years 5 months
Responsibilities
  • Hub Coordinator - Broad band Division
    Service management & SLA adherence ( Fault Repair and Installation of Land line, DSL,ISDN and Lease Line)
    MIS and Data Analytics and regulatory reporting
    CAF provisioning
Achievements
  • Received CEO EXCELLANCE AWARD for best quality work in co-ordination and reduction in complaints of Corporate and high revenue customers in Airtel
    Successful completed two Green Belt Six Sigma Projects – Increase in SLA adherence & reduction in re-raise & repeat complaints of the customer and CPE (Customer premise equipment) Tracking in Airtel.
Education
Post Graduate Diploma In Business Administration
Symbiosis Centre for Distance LearningSymbiosis University
2003-2005
Bachelor of Arts, Economics
Jamia Millia IslamiaJamia Millia Islamia
1998-2001
Profile Snapshot
Aamir is based out of Delhi & has studied Marketing, PGDBA-Post Graduate Diploma In Business Administration from Year 2003-2005 in SCDL-Symbiosis Centre for Distance Learning, Symbiosis University.
Aamir Hassan is Skilled in Aptitude