Mohit Bhalla's Profile
Mohit Bhalla | |
Unit Manager, Tata Consultancy Services (TCS) | |
 | Tata Consultancy Services (TCS)  |
Professional summary
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Current Experience:
Unit Manager, Tata Consultancy Services (TCS)
Previous: Team Leader, BARCLAYS ,
Team Leader -(NonTechnical), Barclays
Operations Manager, TECH MAHINDRA LTD
Team Leader, e2e Serwizsol Ltd.
Team Leader, WIPRO SPECTRAMIND
Customer Care Executive, HUTCHINSON TELECOM WITH ANDROMEDA MARKETING PVT.LTD
Executive, Business Corporate
Business Development Executive, CITIBANK
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Pentafour Technologies
Zee Institute of Creative Arts
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10.0 Years
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* Microsoft Office * Presentation and Communication Skills * People Management Skills
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Contribution score:(119 points)
- Contacts: 14 connections, 16 following, 2 followers
Mohit Bhalla's Experience
| Current : |
Unit Manager, Tata Consultancy Services (TCS) |
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| ITES / BPO / Customer Service | ||
Working from 2008 | ||
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Brief summary :
A Citi Group company which is now been taken over by Tata Consultancy Services Group.
* Working as Team Leader Operations with their
Pilot Customer Service * Handling a Team size of 20 executives in an Auto Loan Process. * Quality Monitoring and Feedback. Analyzing & Implementing Training requirements for the process. * Designing and planning the staffing requirement for the week. * Manage and motivate team members, achieved by conducting regular one to ones, appraisals, coaching, mentoring, training, disciplining. * Conduct periodic cascade meetings | ||
| Previous : |
Team Leader, BARCLAYS , |
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| Noida | ||
Worked from 2007 to 2011 | ||
Brief summary :
Playing a Role of ISC ( Internal Security Co-coordinator ) Monitoring deployment of security procedures within the relationship. Training all associates in the relationship on customer specific security requirements. Promoting security culture in the relationship. Tracking security awareness/ training status of the associates in the relationship Monitoring compliance to induction and release process in the relationship Reconciliation of Physical access and Logical access for segregated areas of the relationship. Conducting spot checks on security processes for the relationship. Co-coordinating client audits/ external audits for the relationship. Involved in the recruitment process of hiring candidates for the vacancies with TCS. BARCLAYS, Noida - UK Customer Oct 2007 till Oct 2008 Team Leader - Sanctions | ||
| Previous : |
Team Leader -(NonTechnical), Barclays |
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| Banking | ||
Worked from 2007 to 2008 | ||
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Brief summary :
* Manage a team of Advisors and Team Support Specialists /Process Experts towards the Smooth functioning of the process and compliance to Operation Procedures and Policy guidelines. * To Drive and Deliver exceptional business performance, through powerful leadership and performance development of the team. * Direct, motivate and coach the team to deliver efficient and optimal operation performance against key performance indicators defined by the Operations Manager. * Designing ,Organizing and Implementation of Skill Development Training for all voice and back office advisors. Projects Undertaken: GRASS ROOT TRAINING * Training Modules designed for Skill Development of all Voice and Non-Voice Process Advisors.
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| Previous : |
Operations Manager, TECH MAHINDRA LTD |
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| Noida | ||
Worked from 2006 to 2007 | ||
Brief summary :
Manage a team of Advisors and Team Support Specialists /Process Experts towards the Smooth functioning of the process and compliance to Operation Procedures and Policy guidelines. To Drive and Deliver exceptional business performance, through powerful leadership and Performance development of the team. Direct, motivate and coach the team to deliver efficient and optimal operation performance against key performance indicators defined by the Operations Manager. Designing, Organizing and Implementation of Skill Development Training for all voice and back office advisors. TECH MAHINDRA LTD. Noida Oct 2006 - Oct 2007 | ||
| Previous : |
Team Leader, e2e Serwizsol Ltd. |
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| .Pune | ||
Worked from 2004 to 2006 | ||
Brief summary :
Team Leader-Operations Working as a Team Leader in their Pilot process for their BPO Unit in their Telecom Pre-paid Process. Have given assistance in their Outbound Sales process of Tata Credit card and Telecom plans for their existing and new customers. Have helped in establishing a new process of Dealer Help Line for Tata Indicom Dealers and Marketing Helpline for new prospective customers for Tata Indicom. Assisted in Quality Monitoring calls for the process and sales verification procedure. Have handled a Pilot process of Tata Indicom Customer service process of 100 executives. Analysis and Review of Daily performance reports and dashboards to identify areas of improvement for individuals and the team as a whole. Conducted Theoretical Class room training and Shop training for associates. . Assisting the Training Dept in giving a sound product and soft skills training to the agents. Assisted the HR Dept in Recruiting for Operations-Customer Care Executives and Team Leaders/Trainers. TATA BUSINESS SUPPORT SERVICES ( e2e Serwizsol Ltd.) .Pune May 2004 - Oct 2006 Team Leader - Operations - Tata Indicom Postpaid Customers . Involved in the starting phase of the Process and TATA BPO Center in Pune. Worked in their Outbound Sales Process for Launch of their Tata Credit Cards | ||
| Previous : |
Team Leader, WIPRO SPECTRAMIND |
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Worked from 2002 to 2004 | ||
Brief summary :
and Tata Indicom New Subscribers. Working as a Team Leader in an Inbound Customer Care Process (Telecom Process) handling a team of 25 Agents and generating daily reports on their Performance and Quality for the Team. Floor Management: Monitor service levels and make appropriate decisions to achieve the set SLA targets set by the internal and external clients. Coaching and Counseling: Provide performance feedback to team members through various counseling and coaching sessions. Conduct training on soft skills and escalation call technique to handle irate customers, on regular basis. Assist training and identify training needs within the process and provide feedback. Escalation Management: Keeping a track of Escalations taken by all Team leaders of the process as to how many escalations taken by them and resolving customer enquiries within the given time period. WIPRO SPECTRAMIND Oct 2002 - May 2004 | ||
| Previous : |
Customer Care Executive, HUTCHINSON TELECOM WITH ANDROMEDA MARKETING PVT.LTD |
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Worked from 2001 to 2002 | ||
Brief summary :
Associate . Worked as a Customer Care Executive in an Outbound US Sales Process of Credit card for US Business Houses. 1. Team Management and Performance Metrics: Have experience of handling a team of more than 15 members and attaining the performance metrics defined for the various processes. Managed team MIS reports and gave constant feedback to the agents on the same. 2. Coaching and Counseling: Responsible for coaching and counseling a team of agents fresh from training to ensure their smooth transition on the OPS shop floor, providing feedback to the agents and imparting training in order to improve their effectiveness on the floor. Also worked in an In-bound Technical Trouble Shooting Process for US ISP Process -AOL HUTCHINSON TELECOM WITH ANDROMEDA MARKETING PVT.LTD. Oct 2001 - Aug 2002 | ||
| Previous : |
Executive, Business Corporate |
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| Mumbai | ||
Worked from 2001 to 2001 | ||
Brief summary :
Business Corporate Executive . Playing a role of Team Leader for 10 executives for making good relations with the authorized person in their Corporate Sales Accounts. . Carrying out sales of mobile sim cards to corporate clients through authorized senior officials and generating new business. APNA LOAN.COM Mumbai Feb 2001 - Sept 2001 | ||
| Previous : |
Business Development Executive, CITIBANK |
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| New Delhi | ||
Worked from 2000 to 2001 | ||
Brief summary :
Business Development Executive . Handling a team of 5 sales associates responsible for getting their daily sales achieved. . Contacting interested customers who have applied on website for Credit cards of HSBC, STANDARD CHARTERED, ICICI or CITIBANK and completing the monthy targets with correct documentation. USHA GROUP, New Delhi Jan 2000 - Feb 2001 Business Development Executive and 3D Animator Creating 3D projects for animation advertisements, corporate presentation, web Sites and print media. Presenting the show reel to new clients and getting in more animation business for the company. Significant Achievements and Rewards Have designed training modules for skill development for voice and non-voice associates. Defined trainers and prepared the schedule for training to be completed within 2 months period. Have handled a complete voice process of 100 executives , sr.executives in a Telecom Customer service process. Taken part in Times Job Fair , New Delhi, in India for Barclays recruitment for voice and non voice process associates. Have created a separate Escalation Desk for an Inbound Customer Service process which would only concentrate on keeping track of high escalation calls and solving their issues. Planning and Implementing a Reward and Recognition Programme for the process As a motivational activity for the outstanding performers in all areas. Awarded as Outstanding Performance as Team Leader - May 2006 Achieved 100% Quality for the Team and Ranked 1st in a Process of 13 Team Leads. Won an award as the 1st Runner Team for Overall Performance in The Amazing Race -Sept 2006 (for Best Team Quality , AHT and Attendance ) | ||
Mohit Bhalla's Education
Pentafour Technologies |
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| Diploma | |
| India | |
| From 1999 to 2000 | |
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Brief summary :
A Course in 3D Animation and Special Effets | |
Zee Institute of Creative Arts |
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| Diploma | |
| India | |
| From 1997 to 2000 | |
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Brief summary :
A Study of Film Making and Animation | |
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Mohit's communities
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20186 members, 998 jobs, 1353 articles, 657 questions, 1356 debates, 633 idea contests.
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7792 members, 71 jobs, 705 articles, 199 questions, 1594 debates, 379 idea contests.
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13157 members, 54 jobs, 255 articles, 114 questions, 438 debates, 179 idea contests.
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