Ajay

EXPERIENCE iSN Global Solutions, Pune - AM Operations APRIL 2014 - AUGUST 2019

● Effective onboarding and implementation of mystery shopping editing (Quality Control) and scheduling (outbound Voice) projects, defining SOPs, and maintaining SLA & CTQs.

● Redefined the feasibility parameters and templates for AHT calculations increasing the efficiencies by 20%

● Leads projects using lean process methodology to eliminate waste and maintain the quality percentage to 98.5% and more.

● Managing a team of 30 employees, 40+ freelancers with 2 Team leaders reporting for mystery shopping support services

● Led and directed the team in problem identification, problem solving and implementing continuous improvement measures

● Managed a Quality Assurance team, identifying TNI for the employees so as to ensure productivity and quality percentage of each individual is 95% or more.

● Recruited and trained approx. 80 employees and 40+ freelancers, and conducted timely performance appraisals

● Redefined the training process to reduce onboarding time duration of editors and freelancers by 50% than earlier module

● Client communication and support in business development activities through research; received appreciation on CSAT for 3 consecutive years

● Defined MIS and dashboard reporting for the management adhering to ISO process standards 9001:2008

● Represented iSN at Mystery Shopping Professionals Association (MSPA AP) in 2016, this resulted in converting 3 business prospects into ongoing clients.