NITI N. SHROFF 24331 Muirlands Blvd. D4/255 Lake Forest, CA 92630. Ph.# 949-770-6896 Email: ns
[email protected] ______________________________________________________________________________ SUMMARY: Seeking a leadership role in a fast paced, challenging Customer Service Management environment. Defined, organized, planned, led, co ordinated Controlled and executed daily operation and managed overall responsibilities of 24/7 365 day National Customer Service Contact Center. Exten sive experience working with Manufacturing, Service/ Product & Communication industries. EMPLOYMENT HIGHLIGHTS: Advisory Committee - Online Support Global Group of Call Center I ndustry March 2009- Present Suggesting a variety of initiatives to create changes and/or improve upon curren t process to ensure achievement of division/company goals. Develop CS key measur ements to maximize staffing & meet performance standard. Attain service level me trics such as, AHT, ASA & abandoned rate goal on a monthly basis. Discussing per formance metrics, assisting with the training needs. Customer Service Manager HSW Roto Rooter September 2003- March 2009 Mission Viejo, CA Responsible for day to day operation and overall growth of Commercial and Reside ntial Customer Service Contact Centers 24/7 365 days. Managed a high level relat ionship with all the customers & 12 regional branches. Managed 40/42 CSR's inter viewing, hiring, training, coaching, disciplinary actions, and /or terminations & performance management. Excellent leadership skills, conflict resolution skill , strong problem solving skills, handled escalated customer complaints. * Improved CSR's accuracy by 25% by engaging them in the Quality Assurance and T ime Management skill projects. * Improved Morale by introducing an Employee Incentive plan. Customers Solution Manager/ Corporate Trainer Incomnet Communication (Globalc om) March 2000- August 2003 Irvine, CA Managing, monitoring & training the team of 40-45 CSR's at all times (per shift) in an Inbound/Outbound 24/7 Customer Solutions department of 150 CSR's, setting goals & objectives for the unit. Monitoring and analyzing inquiry & complaints trends, conducting performance reviews to evaluate productivity & improve work f low. * Putting system into place to measure product & service deficiencies & rectifyi ng issues. Coordinating front end marketing techniques with back end fulfillment & customer satisfaction measures ( Customer call-back on warranties program) * Establishing call handling standards, service level criteria & performance mon itoring metrics * Developed & monitored CSR's and CS department's Monthly Productivity Goal Repo rts. Ensuring CSR's be aware & tracking their own productivity, individual perfo rmance improved by 25%. Customer Care Senior Supervisor Southern California Edison
October 1997- February 2000 Aliso Viejo, CA Demonstrated exemplary leadership skill managing 300 CSR's in a 24/7 365 days au tomated Corporate Customer Care department. Analyzed operational process & deter mined need to modify workflow and procedural methodologies. Implemented Real-tim e collaborative chat. Assisted Sales & Marketing Managers in a New Product prese ntation and sales projects. Proven ability in demonstrating the skills-problem s olving, priority-setting, planning, delegation, directing others, informing, man aging /measuring work, confronting direct reports, motivating others, building e ffective teams, managing diversity. * Increased Customer satisfaction ratio by 35%, creating a process of Interdepar tmental Customer crisis- troubleshooting case documentation processes. * Won President's most prestigious Ambassador's Award for noteworthy department growth efficiency and leadership skill. Customer Care Manager Fifty States Office Connecti on September 1989- October 1997 Los Angeles, CA Directing day to day operations of a 24/7 Inbound/ Outbound Customer Care Center , consisting of 400 CSR's, 12 Supervisors & 20 Team Leads. Developing staffing p lans & forecasts. Designing & implementing monitoring programs to increase perfo rmance standards & consistency, Establish & communicate daily/Weekly and monthly profit and productivity goals reports for upper management. * Introduced and managed key Performer Program, increasing CSR's incentive and a ppreciation level to 20%. * Analyzed excessive overtime pay expenditures during peak period, reducing over heads by 15% without compromising the efficiency of the dept', restructured work force schedules to provide maximum coverage during peak hours. Assistant to Controller Berney Karp, Manufacturin g Inc. January 1985- September 1989 Los Angeles, CA * Handled multiple tasks in a fast paced manufacturing environment * Supervised Payroll, human resources tasks, resolved receivable issues. * Worked closely with IT Manager in creating several Sales and Productivity Anal ysis Reports to increase overall productivity of the company by 25%. * Developed various cost cutting measures & Quality Assurance Projects for emplo yees. EDUCATION: Currently working on a Master's in Corporate Science & Business Admi n. Bachelor of Science in Psychology & Political Science (Honors) Certificate course in Business Accounting Legal Assistant course work through Southland Law Sch ool, LA-CA COMMUNICATION COURSE WORK: Zenger Miller Frontline Leadership Course (1 Yr) & HR Hire with Integrity Employment Law Study Project Management es of Hospitality & Science Technical Writing System Course work Employee Development
Principl Voice
SOFTWARE/TECHNICAL SKILLS: Window NT Server, MS Word-Excel-PowerPoint, Outlook 98, SBT, Novell 3.12/ 4.00, Acrobat, IBM, MAS 90, As-400, Oracle, Quicken, Macintosh, MTE/ ACD
system, Smartcard, CPDI/Metro Call AWARDS/ PERSONAL PROFILE: Created individualized successful solutions to maintain high performance level, holding CSR's accountable for quality. * Created standard Operating Procedure Manual to ensure consistency, provide eff ectiveness & efficiency in the Call Center * Developed an Employee Incentive Program to ensure effectiveness, Created Refre sher Training workshops. * Developed and maintained a comprehensive & effective Progressive Development P rogram for employee