CURRICULUM VITAE

Shilpa Mathe E-mail - shilpa_mathe@ymail.com

Mob. No. - 9617492926

Objective:

 I would like to pursue a career in a company in which I can apply my knowledge and skills to add
the value to the organization and to myself. I would like to work for an organization which
provides me opportunity to learn, and where I can make a meaningful contribution to the
organization growth.

Education:

 B.Sc. In Computer Science (Hons.) from M. B. Khalsa College, affiliated to D.A.V.V., in 2008 with
57% Aggregate.
 HSC from New Golden Higher Secondary School, Indore (M.P.) with 68 % in year 2004.
 SSC from New Golden Higher Secondary School, Indore (M.P.) with 70 % in year 2002.

Other Qualifications:

Well conversant working with MS Office (Outlook, Word, Excel and PowerPoint).

Work Experience:

1. Experience : From June 2015 to Till Date

Organization : Teleperformance India.
Designation : Assistant Manager Contact Center

Job Profile:

 Managing and accountable for 150 executives in a span.

 Managing extra projects like re-auditing the back year data and checking with present compliance
requirements.
 Worked on Email/Back office projects
 Managing absence calculations, Time Offs and Leaves, Holiday Calendar, Period Schedule, Team
calendar.
 Created efficiency dashboard to track the day-1 performance.
 Well familiar with Excel (VLOOKUP, Pivot table, index).
 Created many dashboards to track all the performance other than the KPIs(Project Tracker, Lost
Minute Productivity Tracker, Inventory Dashboard)
 Created a board where all the Jira tickets can be viewed which are raised by Teleperformance, Indore.
 Created and managing the internal SOP to ensure that every department and each executive should
get calibrated and can search all the information related to product.
 Revenue management- B2P.
 Successfully ran many projects to meet the client requirements with the help of other departments-
QA and Trainers.
 Preparing weekly presentation of the team performance and doing RCA to make Action Plan to deal
with the areas for Improvement.
 Handing Client Calibration/ Quality Calibration and publishing MOM’s for them same.

AREAS OF EXPERTISE/EXPOSURE

 Reporting and Data Analytics – extracting data from client shared drive, validating, checking all
the required details and analyzing the data and then publish the efficiency reports.
 People Management – Handling and managing team strength of 150 executives with managing
shrinkage and attrition within the target.
 Revenue Management- Know how to calculate B2P, report tracking/KPIs, inventory dashboards.
 Production Support – Handling day to day workday- Shrinkage and Attrition, connecting with
executives on ground level, and using HR-Connect, Service Now, Jira ticketing tools.
 Onboarding – Creating/modifying to do steps and Email Templates for the executives to
perform the corrective actions while working.
 Documentation – All the client related data and the other documentation for future reference
in the Company's portal.
 Excel – Hands-on utilization of VLOOKUP and basics of Pivot tables’ functionality of Microsoft
Excel.

2. Experience : From January 2015 to May 2015

Organization : Everonn Public School
Designation : Admission Counselor

Job Profile:

 Introduce all the parents about the school, its parent company and about its infrastructure.
 Make them satisfied with educational model of the school.
 Participated in the events and canopy activities of the school for the societies/townships to make
them aware about the school.
 Visit for the leads generated by the tele callers and by the toll free number of the school and convert
them into admission.

3. Experience : From December 2012 to September 2014

Organization : Only Profit India (Advisory Firm)
Designation : Team Leader

Job Profile:

 Co-ordinate with the clients regarding advisory in stock and commodity market.
 Satisfying the clients of all team members by the services of the company.
 Convincing the client to be a paid client of the company.
 Maintaining all documents and keeping records of all team members for the perusal of the Head.
 Ensuring proper verification of all paid clients of all team members.
 Focusing on achieving monthly target of whole team, and of the each individual team member.

4. Experience : From August 2011 to November 2012

Organization : INDIVELOP (Deals in Nagar Nigam Trade license)
Designation : Team Leader

Job Profile:

 Direct reporting to the Head and co-ordination on his behalf on external matters.
 Co-ordination with the Shopkeepers regarding any requirement or follow up for matters related to
the license.
 Maintaining all documents and keeping records for the perusal of the Head.
 Ensuring proper verification of documents and processing for the generating of license.
 To generate license and verification of the personal details on it.

5. Experience : From Feb 2009 to August 2011

Organization : ITRC (Deals in Computer Education)
Designation : Operations-Executive

Job Profile:

 To co-ordinate with the Franchisee holder’s for fees and other requirements.
 Direct reporting to the Head and co-ordination on his behalf on external matters.
 Co-ordination through letters with the Franchisee holder’s.
 Co-ordination with the Franchisees regarding any requirement or follow up for matters related to the
Franchisee holder’s requirement.
 Maintaining all documents and keeping records for the perusal of the Head.
 Looking after all exams related activities from coordination with faculties to the declaring of results.
Arrangements for exams, setting timetable and other activities associated with it.

Personal Details:

Date of Birth : 18th Jan’1987.

Father’s Name : Late Shri Mahesh Mathe
Sex : Female
Nationality : Indian
Languages Known : English and Hindi
Present Address : 83/2, Ushaganj, A. B. Road, Near Masjid, Indore
Contact No. : 9617492926

I hereby declare that the above information is true to the best of my knowledge.

Dated: (Shilpa Mathe)