M A N I I S H K R I I S H N A B I I C H A L I I
Flat no-204,K K Residency, Street No-8,Ravindranagar Colony, Habsiguda,Hyderabad- 500007.
 : +91- 40-65354952; Mob: +91- 9246176947; Email: manish_bichali@yahoo.com
O p e r r a t t i i o n s M a n a g e m e n t t , , C u s t t o m e r r S e r r v i i c e , , C R M , , T e a m M a n a g e m e n t t
Offering almost over 6 years of experience & seeking challenging assignments across the Industry.
P R O F I I L E
Core capability in leading workflow distribution and floor management to satisfy service level agreements ensuring clients' continued patronage. Perfect leadership traits with consultative coaching style and extensive interviewing and hiring experience. Comprehensive grasp of telephony technology having ability to resolve process related issues. A consistent performer with proven strengths in driving team energies to exceed defined performance benchmarks.
Exceptional time management skills with proven ability to work accurately and quickly prioritize, coordinate and consolidate tasks whilst simultaneously managing the diverse range of function from multiple sources. Excellent
Relationship Management skills, articulate, combine strong business acumen with the ability to conceive profitable and efficient solutions utilizing technology. A Consistent performer with successful track record of achieving business targets regularly, with a fair share of achievements in my kitty- Recipient of “High Performer on AHT” award & “HIS
Cash” award coupled with other professional & social achievements. Proficient in English (UK), Hindi, Telugu &
Kannada
Key Strength Areas
Operations
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Customer Service
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Auditing Volumes
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Revenue Generation Analysis
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Target Achievement
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Client
Relationship Management
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Team Management
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Inbound, Escalation & Mock Calls
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Communication Skills
P R O F E S S I I O N A L E X P E R I E N C E
HSBC ELECTRONIC DATA PROCESSING INDIA PVT. LTD.
(Banking BPO)
Customer Care Executive (Operations)
Process: Commercial Loan Underwriting & Risk Advisor (Credit Analyst) since Oct’05
Handling the processes encompassing inputting of Balance Sheet, Income Statement and generating the CRR which is sent to the Relationship Managers who review it and decide on sanctioning, enhancement and other facilities to the Corporate clients based at UK, US and Canada.
Closely monitoring all the 7 queues and ensuring PLAs are not missed out.
Handling the privilege of work force allocation & assigning the team to different queues as per the PLAs.
Deftly auditing 10% of volumes of executives each month and giving them relevant feedback.
Generating the EOD Report containing details of volumes processed for the day, number of volumes in all the queues for the next day, SLA misses, if any on a daily basis.
Responsible for updating the contribution table of India site on a daily basis to know the trend of volumes for future capacity planning and leave planning.
Leading efforts across preparing the Revenue Generation Table comprising of the number of volumes processed by each operator in each queue and the revenue generated on a monthly basis.
Assisting the management for the various developments while improving the capacity and performance of the team.
Identifying while assisting for the enhancement of processes and procedures so as to improve the overall performance. It included supporting the recruitments and trainings function for the freshers and other employees on monthly basis of the company.
Drive forward ideas for improvements to environment/ service/ procedure, obtaining feedback and approval from peers and managers.
Take responsibility and handle client’s escalated issues/concerns by approaching issue with a customer centric perspective.
Handling all team issues and escalating.
Cascading important updates to the team so as to keep them fully informed of required standards & SLA.

Handling all system related issues and ensuring that the issue are addressed & resolved at the earliest.
Key Accomplishments:
Successfully completed the Project which aimed at reducing the number of items being diarized to the next working day by identifying the main reasons for diarizing and giving the required inputs. The project was closed as a quick fix.
Acknowledged by management through appreciation mails for having successfully implemented process improvement measures & enhanced the quality of service delivery by the team.
The team was adjudged “Team of the Quarter” for the second quarter of calendar year 2008.
Was a part of the team which was adjudged “Team of the Quarter” for the First Quarter of calendar year 2007.
Have successfully trained team members of the process and ensured that they achieved their BAU according to the business requirements, taken mock calls & provided effective feedback so as to enable them to take live calls comfortably.
Was a part of the team which was adjudged “Team of the Quarter” for the First Quarter of calendar year 2011.
Was adjudged “Star of the Month” for the Month of June’2011
Process: Household Insurance Services (HIS)-Retention Dec’03- Sep’05
The process involved handling inbound calls of customers from USA who call in to cancel the protection on the credit card and our job involved explaining the benefits and retaining the customers.
Closely monitored the canvas & ensured that no call was dropped.
Ensured that the team achieved the save target of 37% on a consistent basis by keeping an eye on the Target Sheet on an hourly basis.
Successfully retain 37 percent of the calls on a daily basis of customers from US who call to cancel the protection on the credit card and efficiently explained the benefits of the program to retain the customers
Was part of the team which attended the daily conference call with the BA and provided inputs for quick action and quality based savings
Ensured that EOD Reports were sent to the Business Area on a daily Basis which contained the detailed data relating to number of calls picked up by each operator, revenue generated by each operator, AHT of each operator,
SLA misses, if any.
Took escalated calls and convinced the irate customers about the benefits of the program by handling them with tact & diplomacy.
Took mock calls & gave feedback to the new comers to make them confident to take live calls.
Key Accomplishments:
Was a member of the team which was adjudged the “Team of the Quarter” for achieving the best results as a team in all performance parameters for the quarter ending June 2005.
Recipient of the “HIS Cash” award for achieving the best results within the team for different parameters- Quality,
Conversions, Premiums, Audit, Talk Time, Contact Rate and Auxiliary Time.
Was Awarded “High Performer on AHT (Average Handling Time)” for maintaining a Low AHT of 213 seconds and 196 seconds for the months of September & October’05 respectively
Received a “Certificate of Appreciation” for making HIS (Household Insurance Services) visible through Team and
Creative Activities for the year 2004.
Successfully provided effective process & soft skills training to team members of the process, taken mock calls and provided the required feedback enabling them comfortable to handle live calls.
Pioneered a user friendly tracker on excel, used by the executives for extracting the details of calls, saves made, revenue generated, percentage achieved on a daily, weekly and monthly basis.
Received “Appreciation Letter” from the management for the contribution towards HSBC Events.
E D U C A T I I O N A L A N D P R O F E S S I O N A L D E V E L O P M E N T
Pursuing MBA (DLP)
ICFAI
Bachelor of Commerce 2003
Aurora’s Degree College, Chikkadpally, Hyderabad
Intermediate (C.E.C) 1999
Little Flower Junior College, Uppal

Class X (ICSE) 1997
St. Joseph’s Public School, King Koti, Hyderabad.
S O C I A L A C C O M P L I I S H M E N T S
A keen participant in the HSBC Walkathon Event for the past three years, for the purpose of fund raising for the development of Madhapur Mandal School.
An active member of the team which raised funds for Shivananda Home for the Orphans which was recently adopted by HSBC to support the children.
Date of Birth: April 4 th , 1982
Passport No.: E5211051
References: Will be furnished on request