Geetanjali Narula

E-mail: geetanjalinarula@yahoo.co.in
Telephone: 9873076677

Mobile: 9873123456
Career Objective

Seeking assignments in Process Management/Operations Management/Quality

Management /Team Management with a growth oriented organization of repute.
Professional Synopsis

A result oriented professional with over 7 years of experience in Operation, Quality,Process

Management and Client Servicing in the service industry.

Presently working for HUTCH as QUALITY MANAGER

HUTCH( Up-West,UP-East, Punjab , Haryana & Rajasthan)

Worked wih Bharti Cellular Ltd (AIRTEL) for 6.5 Years & last assignement as Asst. Manager
(Customer Interaction Group).

Proficient at managing & leading teams for running successful process operations & experience of
developing procedures, service standards for business excellence.

A thorough professional with a positive attitude, capable of thinking in and out of the box,
generating new design solutions and ideas.

Possess excellent interpersonal, communication and organizational skills with proven abilities in
team management, customer relationship management.

taking care of 5 Northern Circles of

Organizational Experience
July2006
-Till date
FinEdge India . Manager (Quality)
Responsibilities
Responsible for the Inbound Quality performance Projects of 5 Northern Circles of HUTCH at
Finedge, namely ( PUNJAB, UP-EAST, UP-WEST, RAJASTHAN & HARYANA) .
Daily extensive interactions with all circle clients in HUTCH & Delhi team of HUTCH.
Answerable for the Quality parameters( Call audit , C-sat , Interactions, FTRs, Product
Knoweldge) of 5 Hutch circles in MONTHLY BUSINESS REVIEWS with circle clients .
Handling CONFERENCE CALLS on daily basis with HUTCH CIRCLE Quality Managers, Training
Managers , Process Managers & CSD Heads on all quality related issues.
Daily Monitoring of Quality achievables by each Northern Circle Call centre .
Direct Reporting of a team of 50 Quality Personnel including Ams, Tls,
Setting Quality targets on monthly basis.
Reviewing the Call audit performance on daily basis and setting training plan for
underperformers.
November99 -May-2006
Bharti Cellular Ltd.
Asst.
Group)
The Growth Path
Joined as Customer Care Executive in November99
Promoted a Asst. Team Leader in June01
Promoted as Team Leader in Feburary03
Promoted as Asst. Manager in June05
Key Responsibility Areas.

Manager

(Customer

Interaction

Process Management
Leading & managing processes pertaining to account reconciliations after Service Level Agreement
(SLA) and getting the same approved by client.
Mapping clients requirement and coordinating in developing, implementing and transitioning
processes in line with the guidelines for improving operational efficiencies.
Monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximize customer satisfaction level.
Creating and implementing workflows to facilitate structured support in all areas and issues

Skill Based Routing of the calls in call centre thru ACD( Automatic Call Distribution)

Operations Management
Formulating & implementing internal reporting systems for monitoring quality.
Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround
time thereby enhancing efficiency and meeting deadlines.
Preparing reports with a view to monitor the performance & efficiency of team members, ensuring
compliance with pre-set quality parameters.

 Interacting with clients through conference calls to review and resolve operational issues.
Handling In house as well outsource Service levels, Answered Level and Abandoned calls;
Handling escalated calls.
Quality Management
Ensuring a high quality delivery, elevating customer satisfaction, while adhering to the SLAs and
work processes.
Setting out quality standards for various operational areas and ensuring adherence to quality
standards as well as designing modifications for overall improvements in quality and service.
Applying quality tools like C.S.M.M. & PACE.
Introduced Various Quality Projects for 5 North Circles of HUTCH to enhance Quality Performance
delivery
Team Management /Training & Development

Identifying and implementing strategies for building team effectiveness by promoting a spirit of
cooperation between team members.
Planning targets, monitoring numbers and achievements of overall targets on a daily, weekly and
monthly to meet delivery requirements.
Creating and sustaining an environment that fosters development opportunities and motivates high
performance resulting in improved efficiencies.
Accountable for recruiting customer service executives.
Analysing the Training need and accordingly fine-tuning the training modules for imparting training
on soft skills/product/process and norms of the services.

Notable Contributions
Accountable for conducting orientation of team members through daily briefings
Proficient in handling 7 team Leaders & 20 agents each.
Actively involved in the generation of MIS reports on calls.
Pivotal in Managing complaints through effective administration and follow-up of enquiry logs.
Entrusted with the additional responsibility of Acting as a SPOC (Senior Point of Contact) for other
departments.
Played a stellar role in organizing Various Refresher Training programmes for the team.
Distinction of reducing the unresolved customer complaints.
Handled the quality performance of 5 Northern Circles of HUTCH together as QUALITY MANAGER
SIX SIGMA
With handson six sigma implementation,has been providing businesses with tools to improve quality of
Business process by increasing process performance and decreasing the variations.Realising process
improvements, applying six sigma tools and techniques in different business processes to enhance
productivity and profitability.Defining framework
for business improvements by SIX SIGMA
{ DMAIC}methodology,{ define, measure, analyze,implement &control}
Trainings
Attended training programmes on the following:

Quality Education Systems (Q.E.S.) from Institute of Quality Ltd. and attaining Quality Certification.
Undergone training program on Communication Skills by Ms. Renu Matoo.
Attended training programmes on Corporate Breakthrough by Manford Allianze
Undergone ACE training programme of ? Handling Irate Customer.from Coretech
Attended supervisory skills training programme . From Coretech
Presentation Skills by Kiran Batra.
strategies for Sales, Marketing and Procedures by direct liasioning with Senior Management of
various marketing giants such as Becton & Deckinson (having a turnover of 9000 Cr.) Godrej Soaps,
and Aravali International.
YELLOW BELT TRAINED IN SIX SIGMA & undergone various YB & GB Projects
Academic Credentials

1998

Post Graduate Diploma in Sales and Marketing

National Institute of Sales

1999

Post Graduate Diploma in Public Relations

Bhartiya Vidya Bhawan

1997

Bachelors in Commerce

Delhi University
Personal Details

Address
Date of Birth

:
:

Pocket-C ,5-D Gangotri Appts, Allaknanda , G.K-II

28th June1977

New Delhi 110019