SANTOSH KUMAR NAYAK
Mobile No--
Location Preferred- Odisha
CARREIR OUTLINE
With an unending quest for excellence and an indomitable will to face challenges of professional arena,
I dream of a magnificent workplace to realize my innate potential and skills flourish in a greater way.
Insightful experience of Customer relationship management, Process management, Team management
and Operational management. Completed Master of Business Administration (HR) from Sikkim Manipal
University. Experience in analyzing business potential, conceptualizing & executing strategies to drive
customer service and achieve desired targets. Proficient at leading team for running successful process
operations. Excellent interpersonal, communication and organizational skills with demonstrated abilities
in team/ crisis/ customer relationship management.
Key Responsibilities
Operations Management- Framing work direction & plan for associates after assessment of their
capabilities; preparing & presenting various weekly/monthly reports pertaining to process/productivity.
Customer Relationship Management- Mapping client’s identifying improvement areas & implementing
measures to maximize customer satisfaction levels. Setting out quality standards for various operational
areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.
Team Management- Managing a team of 20/25 people and performing functions like manpower
planning, Performance appraisal, refreshers, etc. Leading, mentoring & monitoring the performance of
team members to ensure efficiency in process operations and meeting of individual & group targets.
Establishment Works- Also made a defined contribution to the establishment of DFO, Athgarh for
preparation of salary, contingent, advance, pension and other retirement benefit bills through online
applications (HRMS, IFMS) and help in grooming the Forest officials in the technological implementation
(FITGC, Wildlife Odisha) to conserve and protect the Forest & Wildlife.
Highlights
Started Carrier as Professional Sales Representative for Fourrts India in 2002
Started BPO experience in 2007(Tatwa Technology) for Aircel process as CCA
For better prospect Joined Vodafone Process in 2008(Firstsource Solutions) and continued as a Team
Leader till 2012.
Worked as DEO in DFO, Athgarh since 2012.
EDUCATION & TRAININGS
Master of Business Administration (HR) - From SMU-2009
Bachelor of Arts (History) – From Utkal University, Bhubaneswar-2001
Certificate in Computing- From IGNOU-2001
PGDCA- From CYBERNET-2000
Typing skill – Senior.
NLCP,STAR ,6SIGMA,YELLOW BELT projects and trainings are done in First Source Solutions ltd.
PERSONAL DETAILS
Date of Birth: 03rd May 1980
Address: At-Paikara Pur(Near Hanuman Temple), Po-Karikol, Athagarh, Cuttack, Odisha
Languages: English, Hindi, Oriya.
