Simoes Lal

Background

About Simoes Lal

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. 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. 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. 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. 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