Simoes Lal Email & Phone Number | Expertise: 1. Operations - Work towards automation and process enhancement to reduce the cost. - Set and maintain productivity and quality standards. - Distribute daily workloads to the line force with set goals and targets with timeliness. - Making and maintaining the set SLAs & KPIs for myself as well as my team. - Ensure Customer excellence and delivery of Quality. - Inter & Intra Department coordination to bring out more efficiency and a set target. - Managing the daily/Weekly/Monthly reports & records, publishing it with the senior management. Having regular meetings & reviews for process enhancement. - Have handled a team of 300 employees through vendor management & upto 70-80 as a direct reportees. 2. Customer Service - Handling & Set-up of Call Center (Inbound, Outbound, Quality/Training,Complaint Management, Mails, QRC & Social Media). - Inventory and logistic handling. - Field Audits(for Service Center & Retail outlets) to check the market pulse and making a details report. - Working toward enhancing of Customer Satisfaction through automation or process improvement.(e.g,Customer friendly Apps or Website, etc.) - Working of Customer Life Cycle. 3. Lean Six Sigma - Completed Yellow Belt Project in Quality Lean Six Sigma Project to improve “Instant Customer Engagement” scores. - Key member in increasing CSMM scores for Delhi circle under “Smile stone 70” project at Bharti Airtel. 4. Vendor Management - Handling the total business through Vendors plus the defined KPIs & SLAs. - Developed, evolved & Manage various strategies to achieve goals. - Defined plans and actions consistent with business needs; organized initiatives to achieve optimal results within timelines. 5. Project Management - Business or process migrations to different location within the company or through outsourcing. - Which includes end to end transition (from Partner Selection to Go-Live of the process) 6. Leadership & Employee Development 7.Corporate & Retails Sales

Simoes Lal

Expertise: 1. Operations - Work towards automation and process enhancement to reduce the cost. - Set...
Gurgaon, Haryana, India

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Simoes Lal’s Email simoes.lal@micromaxinfo.com

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Simoes Lal’s Location Gurgaon, Haryana, India

Simoes Lal’s Current Industry Wds Micromax Informatics

Simoes Lal’s Prior Industry Bharti Airtel Services | Dish

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Work Experience

Wds

Head Of Operations

2017-01-01 00:00:00 - Present

Micromax Informatics

Manager - VOC

2011-02-01 00:00:00 - Present

Bharti Airtel Services

Project Manager research management

2010-06-01 00:00:00 - 2011-02-01 00:00:00

Dish

Manager—Inbound Voice-Operations

2007-12-01 00:00:00 - 2008-11-01 00:00:00

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FAQ About Simoes Lal

Simoes Lal is located at
Gurgaon, Haryana, India

Simoes Lal is a Expertise: 1. Operations - Work towards automation and process enhancement to reduce the cost. - Set and maintain productivity and quality standards. - Distribute daily workloads to the line force with set goals and targets with timeliness. - Making and maintaining the set SLAs & KPIs for myself as well as my team. - Ensure Customer excellence and delivery of Quality. - Inter & Intra Department coordination to bring out more efficiency and a set target. - Managing the daily/Weekly/Monthly reports & records, publishing it with the senior management. Having regular meetings & reviews for process enhancement. - Have handled a team of 300 employees through vendor management & upto 70-80 as a direct reportees. 2. Customer Service - Handling & Set-up of Call Center (Inbound, Outbound, Quality/Training,Complaint Management, Mails, QRC & Social Media). - Inventory and logistic handling. - Field Audits(for Service Center & Retail outlets) to check the market pulse and making a details report. - Working toward enhancing of Customer Satisfaction through automation or process improvement.(e.g,Customer friendly Apps or Website, etc.) - Working of Customer Life Cycle. 3. Lean Six Sigma - Completed Yellow Belt Project in Quality Lean Six Sigma Project to improve “Instant Customer Engagement” scores. - Key member in increasing CSMM scores for Delhi circle under “Smile stone 70” project at Bharti Airtel. 4. Vendor Management - Handling the total business through Vendors plus the defined KPIs & SLAs. - Developed, evolved & Manage various strategies to achieve goals. - Defined plans and actions consistent with business needs; organized initiatives to achieve optimal results within timelines. 5. Project Management - Business or process migrations to different location within the company or through outsourcing. - Which includes end to end transition (from Partner Selection to Go-Live of the process) 6. Leadership & Employee Development 7.Corporate & Retails Sales