1. NARENDRA TIWARI
Mobile: 09910205965 / 09213843607
E-Mail: ntr4u97@rediffmail.com / nrndr_tiwari123@yahoo.com
Managerial assignments in ~ Operations Management ~ Process Management ~ Team Management
with a growth oriented organisation of repute.
CAREER OUTLINE
Technology driven professional with over 20 years of experience in Client Relation, Operations/Production & Project
Management with K-12 books; Professional and Academic books; Journals and Magazine; Conversion (XML, HTML, etc.)
along with Banking and Health Insurance
Solutions-driven professional with in-depth knowledge of customer relation, people development, training, process
improvement, workflows, technology, review and maintain skill level of people, developmental functions, system control
and procedures
Proficiency in grasping new technical concepts quickly and utilizing the same in a productive manner.
Strive to always promote high quality, results-driven, prompt, and professional customer service and support.
Highly motivated, positive and goal-oriented, with demonstrated professionalism, attention to detail, highly developed
analytical faculties as well as the ability to build and lead effective teams.
Focused and hardworking; self-motivated and team oriented with excellent communication and inter-personal skills.
Sincere and diligent with capability to perform under tight work schedules with analytical ability and creativity to build-up
competitive advantage and contribute to the growth of the business.
Areas of
Exposure
Operations Management
 Framing work direction & plan for associates after assessment of their capabilities; preparing
& presenting various weekly/monthly MIS reports pertaining to process/productivity.
 Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP
(Critical to Process) targets.
 Monitoring the service activities like follow up with clients, service reminders and handling
client grievances.
Process Management
 Mapping business requirements and coordinating in developing and implementing processes
in line with pre-set guidelines.
 Monitoring the overall functioning of processes, identifying improvement areas and
implementing measures to maximize client satisfaction level.
 Conducting internal process reviews for ensuring strict adherence to the process
parameters/systems as per defined guidelines.
Customer Relationship Management
 Ensuring continuous interaction with the client to make sure that area of concern can be
worked upon for improved service levels.
 Setting out quality standards for various operational areas and ensuring a high-quality
customer experience while adhering to the SLA’s and work processes.
Team Management
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in
process operations and meeting of individual & group targets.
 Conceptualizing & developing need based training for developing multi-skilled workforce for
optimum efficiency.
ORGANIZATIONAL SCAN
Since Aug’06 iServices India (P) Ltd. (Subsidiary of iEnergizer), Noida
Assistant Manager Operations
Role:
 Supervising a Health Insurance and Banking online process with a team of 75 people.
 Achieving quality & schedule as per SLA and maximizing the production.
 Taking care of the wide gamut of activities encompassing billing report generation, preparation of monthly,
weekly and daily production and exceptional report.

2.  Providing valuable feedback to Team Leaders and Team on quality and production related issues.
 Conducting monthly review of team members on the basis of quality, production and attendance.
 Organizing training session to enhance the skills and efficiency of team.
 Reviewing the performance of Team Leaders, providing feedback on weekly/monthly basis and arranged
training as per requirement and Parato chart.
 Communicating with client through Webex, involved in rostering of team and maintaining of the culture of
First Time Right approach.
 Reducing the project cost and increasing the revenue per head.
Key Project:
 Health Insurance Process (DDC) (On-line Process on Mainframe through File-net (Citrix))
 Banking Process (RBS) online process through citrix.
Notable Highlights:
 Played a vital role in analysis of current procedure, Inclusion/Exclusion of steps, analysis of audit reports
and preparation/Analysis of Pareto.
 Successfully conducted research on challenging areas.
 Checked the low performance team members, identified root cause and arranged the training for them.
 Monitored production and quality and provided continual feedback session for low performer.
 Introduced an incentive plan on achievement on set quality and production.
 Organized weekly/monthly review of team for their quality/productivity.
Oct’04 – Jul’06 Planman ITES (P) Ltd., New Delhi Team Leader
Role:
 Drove productivity from the team by motivating them.
 Imparted training to the team for improving Quality, Schedule and Productivity.
 Acquired new clients and increased quality and productivity for maximizing profit.
Key Projects Handed:
 Content Conversion Services (HTML, XML, SGML, PDF Conversion)
 E-Books Publishing/Pre-press Services
Feb’01 – Sep’04 TechBooks India (P) Ltd., New Delhi Facilitator
Role:
 Developed softcopy of books and journals and converted them in different formats like SGML, HTML XML,
TeX, LaTeX, Quark, etc., for publishing and World Wide Web (Internet) purposes respectively.
 Involved in facilitating the process for enhancing quality, schedule and productivity.
 Generated Quality Index Report, Quality Matrix and Productivity Report (Cell wise).
 Prepared Weekly Production and Pages Report (Billing Report).
Key Projects Handed:
 Content Conversion Services (HTML, XML, SGML, PDF Conversion).
 E-Books Publishing/Pre-press Services (TeX, LaTeX, Quark).
Jan’94 – Jan’01 ICC India (P) Ltd., STP Building Okhla Estate, New Delhi Group Leader
Role:
 Managed a group of people for doing a set of data conversion jobs.
Key Project Handled:
 Content Conversion Services (HTML, XML, SGML, PDF Conversion).
ACADEMIC CREDENTIALS
 (3 Year) MASE Course from Uptron ACL, Green Park, New Delhi in year.
 1 Year Certificate Course in Computer Applications from Soft-Comp Computer Institute, Daltonganj.
 Accountancy from Suneha Institute, Raja Garden, New Delhi in 1998.
 Bachelor in Arts from Ranchi University in 1994.
 12th
(Physics, Chemistry and Math) from Ranchi University in 1988.
Certificate:
 Certificate Course in Computer Applications from Soft-Comp Computer Institute, Daltonganj.
IT FORTE
OS & Network Environment Languages DBMS/RDBMS Packages
LAN-Novell NetWare 3.11, Unix,
DOS, Windows 95/98/NT/XP, File-
net (Citrix), VPN
C, C++,
SGML, XML
FoxPro 2.6, dBase III+
and Oracle
MS Office, Epsilon, WordPerfect,
Photoshop, Illustrator, Acrobat,
TeX, Texture

3. PERSONAL DETAILS
Date of Birth: 10th
January 1969
Address: 2002, Pilangi, Kotla Mubarkpur, NDSE-I, New Delhi 110003
Languages Known: English & Hindi
Passport: A-7735988