Summary
Work History
Education
Skills
Accomplishments
initiatives
learning and certifications
personal information
Certification
Languages
Timeline
Generic

ZIA VIRMANI

Summary

To work in a result-oriented organization that seeks brilliance and contributes excellence in the field of Customer Care & Information Technology. Talented professional considered knowledgeable leader and dedicated problem solver. Brings more than 16 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Work History

IT & Accounts Project Manager and Business Relationships Officer

PetroZone, LLC
  • Operations - Accounts and Payroll Management, Accounts Audit and reconciliation, Back Office Integration with the current Point of Sales systems, Delivering and implementing IT Strategies, Facilitate project and Process Improvement, Manage a team of eight employees, Oversee day-to-day operations and accounts, Vendor Management, Actively involved in management decision-making around pricing, profit margin, new project designs, Client relationships involve daily interaction with Bankers, Lawyers, and Business Partners, Team One-on-Ones and Audits, Overseeing the recruitment process, Interviewing new prospective employees, Preparing company financials (P&L, and Balance Sheet), Training new hires on payroll and accounting software, Auditing and reviewing the financials prepared by the team members.

Deputy Manager - Operations

IBM Daksh Pvt. Ltd. / Concentrix
  • Successfully lead major projects, programs or processes with significant business impact involving cross-functional teams to achieve optimal results, Plan projects, define milestones, break-up epics/features into user stories, understand and assign resources, and help meeting deadlines, Interacted with all levels of management and completed deliverables independently or collaboratively, Prepared project status reporting and communicated project status in applicable program routines, Responsible for thorough, high quality deliverables utilizing best practices project management tools and methodologies to ensure on-time on-budget delivery complying with enterprise change standards, Responsible for handling a team of CSA's along with their scheduling, Daily Interaction with clients, providing an insight of the operations and performance, Responsible for mentoring the new hires in the Ops group when on OJT, Responsible for preparing action plan on the training needs identified and support with refresher trainings, Identifying training needs for the Operations floor, Possessing a strong process understanding and metrics reporting and analytics skills, Responsible for task monitoring and providing constructive feedback to the team and the Subject Matter Expert - SME, Responsible for conducting Process Knowledge Tests for the associates, Reviewing the team wise agent performance and drawing appropriate action plans for team improvement, Responsible for preparing Internal and External Reports, Deliver and implement operation strategies; identify and resolve problems; manage system and process improvement and quality assurance programs
  • Ensure implementation in line with customer needs, Drive customer feedback programs, Liaison between the customer facing teams such as CSR, Support, and the Management Team, Responsible for finding Outlier Associates and to improve their performance
  • Analyze and present data accurately to a range of stakeholders, Facilitate process improvement; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles that warrant attention and resolution, Participate in the execution of day-to-day operations, which includes maintaining compliance with service levels, adherence, handle time, abandon rates and other key performance metrics as well as company policies and administrative actions such as time approval, Develop agents to achieve client and company goals; recognize, reward, and encourage successful performance through ongoing monitoring and hands on coaching; inspire and build team commitment, Communicate company strategies, client initiatives, system enhancements, performance, and other key information to team.

Sr. Customer Service Executive

Mphasis (I) Pvt. Ltd
  • Handling Inbound calls and ensuring FTR on all calls handled, Achieving Operational SLA's as set by the client for AHT, Quality, and Attendance etc., Assisting the Team Leader when preparing Client reports
  • Ensuring SLA's always meet the target, Ensuring Quality targets are achieved, Participate in the execution of day-to-day operations, which includes maintaining compliance with service levels, adherence, handle time, abandon rates and other key performance metrics as well as company policies and administrative actions such as time approval, Responsible for finding Outlier Associates and to improve their performance
  • Analyze and present data accurately to a range of stakeholders, Responsible for task monitoring and providing feedback to the team and the SME.

Tele-Marketing Executive

Destinations Resorts (I) Pvt. Ltd.
  • Job includes Tele Marketing of various services provided by Destination Resorts, Generating Leads, Identification of potential customers and organizing exhibition for the same.

Sales Consultant

Global Vacations (I) Pvt. Ltd
  • Giving Indoor Sales consultation.

Education

Bachelor of Commerce - Marketing

University of Pune
Pune, India

Master of Science - Information Technology Management

Campbellsville University
Campbellsville, KY
08.2024

BBA - Accounting

Underwood University
Atlanta
05.2021

Skills

  • Knowledge in all versions of Internet Explorer (IE)
  • Exposure to all Windows Operating System
  • MS Office Proficiency (Excel, Power Point, Word, PowerPoint, and Visio)
  • Proficiency in Networking
  • Slack knowledge
  • Strong Communication Skills (Proficiency in speaking and writing)
  • Ability to communicate well to a range of audiences in technical and non-technical terms
  • Excellent Client Management Skills
  • Strong analytical / problem solving skills
  • Ability to provide comprehensive solutions to complex problems or needs
  • Proven ability to both influence strategic direction and to develop tactical plans driving full integration of process and linkage to best practices
  • Risk Management / Mitigation experience
  • Project Scheduling
  • Project Lifecycle Management
  • Analysis of Big Data and Business Intelligence
  • Excellent Inter-personal skills
  • Capability to maintain and develop team relationship
  • Leadership/facilitation skills
  • Ability to synchronize with the environment
  • Industry / work experience
  • Knowledge and penchant of Customer Service and Marketing
  • Well organized with a good eye for detail
  • Demonstrated knowledge and skilled on effective and accurate data analysis and interpretation
  • Evidence of personal responsibility - ability to take ownership of issues, follow through and self-discipline
  • Able to multi-task and meet deadlines
  • Ability to learn and demonstrate sales knowledge and understanding of sales processes
  • Knowledge of how to work across multiple Business Units, Customer centric view, Business Knowledge, Exec Sales skills
  • Ability to deal professionally and sympathetically with everyone
  • Ability to prioritize
  • Document Management
  • Data Analysis
  • Project Management
  • Cross-Functional Collaboration
  • Customer Relations
  • Presentations
  • Advanced Problem Solving
  • Performance Evaluations
  • Performance Improvements
  • Meeting Facilitation
  • Team Bonding
  • Client Relations
  • Client Rapport
  • Customer Relations Specialist
  • Business Analysis
  • Permit Processing
  • Technical Understanding
  • Processes and Procedures
  • Functional & Business Requirements
  • Multitasking
  • Team Leadership
  • Process Improvement
  • Analytical Skills
  • Emotional Intelligence
  • Goal Setting
  • Financial Reporting
  • Adaptability
  • Change Management
  • Cross-functional Coordination
  • Resource Management
  • Vendor Management

Accomplishments

  • Handled the role of an Operation Relations Manager for 12 months. Where key responsibility was handling the process Attrition within the target given, making Retention efforts.
  • Preparation and presentation of Process Attrition data for management Reviews and helped in projecting the Attrition percentage for the process through reports prepared.
  • Played a vital role in the Process for it to achieve the Corporate Retentions Award
  • Have bagged the Retentions Award for 0 Attrition for 5 Quarters. Attrition at 0.8%.
  • Have bagged the Manager who Shines award for demonstrating exemplary skills in managing the team and effectively delivering Business Goals for 3 Quarters.
  • Have also been facilitated with the Ovations Award for Best Team Performance.

initiatives

  • Volunteering as Global Lead for the Ambassadors Program at Humans for AI
  • Was driving the "Corporate Social Responsibility" Activity for the Process as an initiative and the work was recognized and rewarded by IBM.
  • Got trained on Organization Development Training/ Behavioral Training, whereby covered the same for the Process.
  • Conducted Organizational Trainings for the Process. Conceptualized and successfully implemented the 0-60 days trainings for New Hires in the Process. This helped improve the OD penetration for the Process from 6% to 52% within 2 quarters.
  • Got two Band 5's certified to conduct the 0-60 days training successfully.
  • Conducted Operations Interview round for shortlisted candidates for recruitment.

learning and certifications

  • Communicating for an Effective Employee Relations
  • 7 habits of Highly Effective People
  • Employee Relations Legislation
  • Recognizing and Prevention of Workplace Harassment
  • Emotional Intelligence

personal information

  • Hobbies: Meeting and interacting with people., Listening to music., Avid reader of books on designing and décor. Enjoy swimming, gardening. Flower Arrangements.
  • Date of Birth: 08/16/81
  • Marital Status: Married

Certification

Alliance for Inclusive AI - University of California, Berkeley, Haas School of Business

Impactful and Sustainable Data Analytics - UC Berkeley Extension

QuickBooks Certified ProAdvisor - Quickbooks Online Certified ProAdvisor

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Gujarati
Limited Working

Timeline

IT & Accounts Project Manager and Business Relationships Officer

PetroZone, LLC

Deputy Manager - Operations

IBM Daksh Pvt. Ltd. / Concentrix

Sr. Customer Service Executive

Mphasis (I) Pvt. Ltd

Tele-Marketing Executive

Destinations Resorts (I) Pvt. Ltd.

Sales Consultant

Global Vacations (I) Pvt. Ltd

Bachelor of Commerce - Marketing

University of Pune

Master of Science - Information Technology Management

Campbellsville University

BBA - Accounting

Underwood University

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ZIA VIRMANI