B.V.S.

PATNAIK

Male, 32 years Permanent Addres

H.NO:10-22-18no:104,
UMA PLAZA,
Ram Nagar ,Vishkapatnam
Andhra Pradesh (A.P)-530002
Ph:9160929426

E-Mail: bvspatnaik09@gmail.com

Objective

To seek a challenging position in an organization to realize and enhance my strengths, to fully utilize my
potential through innovative work, to utilize my technical skills and abilities effectively and efficiently
and achieve professional growth along with the organization. Possess excellent Communication,
Interpersonal & Analytical skills. Abilities in working in strict deadlines and diverse conditions.

Key Performance Areas

Service Delivery & Performance Management

 Leading and motivation 42 employees directly reporting.

 Handling (Inbound & Outbound voice process) in a very challenging environment to meet the
quality, productivity and sales targets.

 Supporting chat Process to drive the performance and giving end to end resolution to vendors.

 Responsible for delivering the process performance directly impacting the overall service level
agreements (SLA) through strong resource and people management, providing maximum benefit to
the business.

 Provide management with timely reports documenting observations during process and/or client
reviews that identify trends or opportunities for improvement with recommendations.

 Implementing the Quality tools to assess the agent performance (Call Auditing & Feedbacks) &
driving the performance with strategic approach.

 SME for VOB revenue generation project (Successfully introduced the Up selling concept in the
process by identifying the opportunities).

 Co-ordination with the Operational support functions (Quality, Training, HR) for performance
improvement and process improvement.
Team Management & People Management

 Ensure processes operate efficiently through continual monitoring of teams, analyzeperformance

results and implement continuous process improvement activities.

 Conducts skip level meetings

 Provide performance feedback to the team , assist with training and identify training needs within
the group and provide feedback.

 Conducting meetings for setting up process objectives and designing or streamlining processes to
ensure smooth functioning of process operations.

 Assessing the training requirements of employees and undertaking suitable training sessions on
products/services, & processes to enhance operational efficiency & increase call quality.

 Planning targets, monitoring them and ensuring achievement of overall targets on a daily,weekly&
monthly basis.

Key Account Management

 Building and maintaining healthy relations with clients, ensuring maximum customersatisfaction by
achieving delivery / quality norms.

 On boarding Vendors (Sellers) from different categories to make potential website.

People Engagement

 Initiates and administers the rewards and recognition program for the team.

 Organizes the monthly team outings in coordination with the associates and the team members

 Coordinating with different departments to provide support to the client, handling client’squeries
and implementing feedback.

Key Deliverables:

 Inbound/ Outbound Sales

 Sellers On boarding

 Interacting the Customer on Phone and generating the leads

 Resolving Customer Query’s.

 Preparing weekly/ monthly and quarterly reports and maintain performance database tracker.
 Educational Qualifications

Graduation B.TECH. Information Technology

University of Allahabad, India

Intermediate Public Examination (10+2)

Sri Chaitanya College, Board of Intermediate Education, AP, India

AND
Secondary School Certificate(X)
K.V.Kurdha Road, Orissa, India

Technology Skill Sets

 Languages: C, Java ,UML

Operating Systems: Windows (2000, XP) and Sun Solaris .

Work Experience
 Presently working in Quboid Technologies as a Sr.Technicalas well as Team Lead from May 2018 till
date.
 Worked in Jiva Digital Services as a Sr.Executive from 18 Aug 2017to May 2018
 Worked in Bulkhouse Trading India Pvt Ltd as a SME(Subject Matter Expert) 1year10months.
 Worked in SCITUS LABS as a bpo executive from 1 Year.
 Worked in UNIQUEESOLUTIONS as an agent and team leader for 1 year 5 months.
 Worked inMJS BPO as an agent for 1year.

Projects

Data Portal On Intranet.

This project was done during B.Tech final semester. The project deals with design of JPEG,MYSQL and
UMLS. In this project by using Intranet connection a student or faculty can view what are the updates in
college, like a student can view his fees structure for this student have to login.For this first step is to
registration with theirname and college Id. For safety and security we will provide User_id will be
created.

Extra Curricular Activities

Participate in various curricular activities in Bulkhouse.
Participate in various paper presentations and seminars in B.Tech .
 Participated in cricket and chess competitions at school and college level.
Personal Details

Gender : Male
Nationality : Indian
Marital Status : Married
Mother’s Name : B.Vishala
Occupation : Housewife
Father’s Name : B.K.Patnaik
Occupation : Retd.Railway Employee
Languages Known : English, Hindi and Telugu

Strengths

Quick Learner
 Mingle up with the people
Hardworking, Determined and dedicated
 Passionate about work
 I can adaptable to any environment

Declaration

I hereby declare that all the information given above is true to the best of my knowledge.

Date: Signature