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BPO Seat Utilization Management Insights

Alok Kumar Shrivastava has over 21 years of experience in customer service, telecom, BPO, and commercial operations. He is currently an Assistant Manager at Vodafone Mobile Services in Gaya, where he maintains relationships with 1,700 postpaid customers and manages CSR activities. Previously he held roles as Assistant Manager at Cogent e-services and Aegis Ltd, and Senior Team Leader at Call 2 Connect, where he was responsible for metrics like seat utilization, cost per seat, attrition, and service level. He holds a B.Com degree from Patna University and has also completed a computer course.

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22 views3 pages

BPO Seat Utilization Management Insights

Alok Kumar Shrivastava has over 21 years of experience in customer service, telecom, BPO, and commercial operations. He is currently an Assistant Manager at Vodafone Mobile Services in Gaya, where he maintains relationships with 1,700 postpaid customers and manages CSR activities. Previously he held roles as Assistant Manager at Cogent e-services and Aegis Ltd, and Senior Team Leader at Call 2 Connect, where he was responsible for metrics like seat utilization, cost per seat, attrition, and service level. He holds a B.Com degree from Patna University and has also completed a computer course.

Uploaded by

sanket
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© All Rights Reserved
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ALOK KUMAR SHRIVASTAVA

S/o [Link]
B-50/126, M.G Nagar,
K. Bagh, patna 800026
Mobile: 9709018256
9709700097
alokmoncha@[Link]
[Link]@[Link]

SUMMARY OF EXPERIENCE
21 Year of Experience in Customer Services, Telecom, BPO & commercial operations
Currently employed as Assistant Manager, Vodafone Mobile Services, Now based at Gaya

EMPLOYMENT HISTORY

Assistant Manager
December 2010 till Date
Location: Gaya & Ranchi

New profile
Maintaining healthy relation relation with1700 postpaid base of Gaya zone including 85 accounts
( generating 50 % of the total postpaid sales/Mpesa )
Responsible for CSR activity
Managing the lowest churn %age with the collection %age of 100

Assistant Manager, Cogent e-services


November2010 December2010

Dealer help line--


Managing the seat utilization of 95%
Responsible for managing cost per seat
Set up done for all north India process
Assistant Manager, (121 customer care)
Aegis Ltd.
November 2009 May2010
Location: Bihar & Jharkhand

Managing Customer Care with 650 customer care executive catering Bihar and Jharkhand out of 225
was in my alignment.
Responsible for daily AL/Attrition/Shrinkage/Repeat/Seat utilization

Senior Team Leader, (Retailer Help Desk / Outbound)


Call 2 Connect (I) Pvt. Ltd.
May 2006 Nov 2009
LOCATION: NOIDA

Key Result Areas:


Process growth was @ 60% against the operational cost of 48%
Consistently Delivering the Service level of >90%, OCR : 98% , ICE -90%, Repeat <5%

Independently worked for Mutal funds investment


May 2002 Nov 2006
LOCATION: PATNA

Venture Infotek June1996 to July - 2002

Maintained a healthy relationship with all bank and clients of the company
Acquisition done for all the merchant doing credit card transaction through EDC
Ensuring report and payment

Academic Qualifications:-
[Link] in 1995 from Patna university Patna
Done computer course in 1992 from Uptron ACL Patna

Personal Details:-

Fathers Name: - Shri Gopal Narayan Lal


Date of Birth: - 28th October 1975
Marital Status: - Married
Kids 2

Date
Alok Shrivastava

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