Profile Snapshot
Roshan is based out of Dubai & has studied Hospitality and Hotel Administration, BHMCT-Bachelor Degree Course in Hotel Management and Catering Technology from Year 2000-2003 in NIM-National Institute of Management, University of Delhi.
Roshan Joseph is Skilled in Communication Skills, English Language, BPO and other talents.
Talents
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Quality System... among 0 users in Dubai…among 0 users worldwide -
SAP MDM... among 0 users in Dubai…among 0 users worldwide -
Six Sigma... among 0 users in Dubai…among 0 users worldwide -
Team Leadership... among 0 users in Dubai…among 0 users worldwide
Professional Path
Manager- Call Centre (Call Centre Head)
Aster DM Healthcare- Dubai
Full Time
Apr-2015 To
present
10 years 4 months
- Total Call Center Management, Performance Improvement & Pilot Improvement Projects. KPI , Service Levels, Mentoring, Coaching, Feedback, Performance Reviews, Call Quality
- Achieved month on month:- Exceeding KPIs all months
CSAT Score :- 88%
98% Service Levels
10 seconds ASA
200 seconds AHT
Call Quality :- 85%
Manager Operations- Call Centre/ Customer Service
Convergys India Services pvt ltd
Full Time
Apr-2005 To
Jun-2014
9 years 2 months
- Complete Call Centre Program Management / 150 direct reportees / NPS / Six Sigma / Continuous Improvement / Performance Management/ Performance Reviews / Employee Engagement for 2000 staff.
- Various awards - related to performance, received throughout the 9 years of experience here.
Manager of the year
Manager of the Quarter
Team Leader of the Quarter
Best Team Awards
Employee Engagement Awards
» 4 Projects
Qualifications
National Institute of Management
Bachelor Degree Course in Hotel Management and Catering Technology Hospitality and Hotel Administration
2000-2003
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My Story
Customer Service Management professional with 15 years of experience in Telecom/Healthcare.
