NIGEL COLLASCO

Professional Profile
• Competent and hardworking professional with over 12 years of rich experience in
Customer Service ,Operations Management and Client Servicing .
• Experience in Process Management, Business Development and Team
Management in the BPO sector.
• Currently working as Team Manager (BPO Operations) with Sparsh Pvt.Ltd -A
Intelenet company) Mumbai.
• Proficient in managing & leading teams for running successful client servicing
operations
• Experience with implementing procedures and service standards for business
excellence.
• Acting as an escalation gate to resolve critical issues of the process. Skills in
conceptluzing and implementing projects for enhancing the performance and
quality of service.
• Strong communication & interpersonal skills with proven abilities in Customer
Relationship Management & Team Management.

AREAS OF EXPERTISE

Team Management
Interacting with support functions for staffing, scheduling requirements & performance
reporting.
Managing & monitoring the performance of teams, maintaining shift statistics to
ensure efficiency in process operations and meeting of individual & group targets.
Determining training needs of employees to enhance their operational efficiency
leading to increased productivity.

Client Servicing
Identifying improvement areas & implementing measures to maximise customer
satisfaction levels.
Resolving critical issues; ensuring quality of process and meeting deadlines.
Ensuring continuous interaction with the Team to make sure that area of concern can
be worked upon for improved service levels and avoiding call spikes.

Process Management
Mapping client’s requirements, assisting in implementing and managing
Processes in line with the guidelines specified by the client.
Implementing Standard Operating Procedures, Manuals to facilitate smooth
functioning of process, ensuring conformance to Service Level Agreements, C-
sat, Quality, AHT and answering the maximum number of calls when service
level is down.

ORGANISATIONAL EXPERIENCE
Sparsh Bpo Services (A Intelenet Company)
Designation: Team Manager.
Duration: Till Date.
 Currentlly Handling Aircel (Inbound- Outbound-Gprs)
 Designed the appraisal system for all processes including Csa’s, TL’s ,
AM’s ,WFM and Quality)
 Client Interaction and servicing .
 Defining processes in order to achieve optimum utilisation of
resources.
 Currently running the wrong service request reduction project
and the Quality project.
 Handling Proffit and Losses .

Intelenet Global Services Ltd.

Designation: Team Manager.
Duration: March 2007– Transfer to Sparsh.

Job Description:
 Currentlly Handling Aircel as project work (Inbound-
outbound)
 Handling the Mahape contact center for vodafone in bound.
 Manage a team of 7 team leaders (140 FTE’s)2 Qa’s and 3 trainers and
the technology team to ensure support required for efficient functioning of
the team.
 Interceding with the manager on behalf of Team Leaders to inform
about performance management issues/problems and to suggest related
actions like assignments, promotions, tour of duty changes, peer reviews
and performance appraisals.
 Actively involved in building a culture focused on high performing &
productive employees.
 Co-coordinating with various support functions Hr, wfm, Quality and
Administration.
 Leverage the existing quality measurement tools to measure & analyze
quality standards & drive process improvements with the aim of
consistently improving existing quality levels.
 Preparing the impact analysis for process.
 Preparing MIS reports & other statements with a view to apprise
management of Process operations and assist in critical decision-making
process.
 Supervise and coordinate the activities of all client facing team
members to ensure prompt, courteous and accurate response to
customers
 Initiate projects with the concerned teams on behalf of clients based on
the requirements projected.
 Successfully launched and completed the c-sat project.
 Taking care of client metrics service levels Aht ,offered and answered
%,abandoned %)
 Controlling shrinkage and attrition
 Currently handling the briefing project for the process( 1060 csr’s).

3Global Services Pvt.Ltd.

Designation: Team Leader (Post Paid-billing)
 Duration: Jan 2005– Feb 2007.

Job Description:

 Manage a team of 3 Team Coaches and 45 Advisors

 Motivating the team by motivational exercises. quiz tc.
 Managing day-to-day performance matrices: through MIS.(Aht,quality
,wrap ,hold time)
 Up-Selling of 3G products and services.
 Conference call with UK to discuss floor operations.
 Work with each direct report to develop and act upon a development
plan to ensure that individuals have an opportunity to achieve their
performance goals.
 Facilitated the team leader /advisors (Key Performance Indicators).
 Initiated and prepared the team leader induction program.
 Continuously assess & improve the operations management techniques
and structures in order to achieve the best results.
 Conducting Product and Process audits, And Suggests Ways to improve
processes.
 Preparing, presenting and analyzing data for management
reviews.
 Managing absenteeism & attrition.

Reliance Info Streams Pvt.Ltd.

A Domestic Contact Center

Designation: Team Leader
Duration: September 2003 – December 2004.

Job Description:
 Managing a team of 20 people.
 Conducting team briefings on a daily basis.
 Monitoring calls of my team members.
 Performance Improvement on a weekly basis for each member
 Preparing & analyzing call abandon & productivity reports.
 Calibrations with quality & training department on weekly and monthly
basis.
 Giving monthly presentations to the manager for pervious month’s
performance.
 Process development For (rewards & recognition )
 Roistering & Staffing on Solver for 470 Agents Including Managers and
Team Leaders

Studio Akasa. (Thane – Mumbai)

Music Production Studio (TV, AD Flims, Music Albums)
Designation: Audio Engineer.
Duration: Feb 1999 – Aug 2003.

Job Description:
 Sound Editing /Design.
 Post-Production work for Ad flim’s liril, sprite, horlicks and many
others.
 Microphones placements.
 Freelancing engineering for live shows.
  Developing and training new sound engineers

Premium Funiture –Godrej & Boyce

Designation: Sales Representative
Duration: Jan 1997 – Jan 1999.

Job Description:
 Sales Representative
 Marketing and selling electronic Safe’s, wadrobes , home and office
furniture
 Meeting Hi –End clientes to close a Sale’s deal’s
 Meeting and exceeding the sales Target .

Academics

B. Com. ∙ April 2001 with specialization in

Business Management (University of
Mumbai)

H.S.C ∙ April 1997 (Mumbai Board)

S.S.C ∙ April 1995 (Mumbai Board)

Additional Qualification

Certificate in computing [CIC] from Indira Gandhi national open university with
distinction.

Certificate in sound recording and reproduction (Mumbai University)

Personal Information
Date of Birth: 27th March 1979.
Address: Garden Reach,
65 ‘K’ villa,
Thane (W) 400601.

Contact Number: M: 9819299559. Res: 02225331063

Email Address: nigel_Collasco@yahoo.com.

Passport Details: Passport no. E4519829

Date of Issue: 19/03/2003

References will be furnished on request.