ARCHANA DEV

Phone: 91 11 26854136/9810032418/9910185391, Email: archanadev17@gmail.com

C-121, Saket, Golf View Apartments, New Delhi 110017
PRECIS
A tenacious, result oriented professional with over 10 years' of experience in
- Customer Relationship Management
- Team Leadership
- Project Management

- Operations Management
- Content Writing
- Recruitments

Proven skills in bulk recruitments, mentoring teams to work in sync with the corporate parameters &
motivating them for achieving business and individual goals.
Demonstrated abilities in cementing healthy relationship with the clients and rendering effective service.
Acting as an escalation gate to resolve critical issues of the team members. Skills in conducting various
training sessions for enhancing the performance and quality of service.
Adept at interacting with customers, gathering requirements and designing the content in accordance with
client specifications. Proficient in completing the writing assignments according to set standards regarding
order, clarity, conciseness, style, and terminology.
An exemplary communicator with excellent interpersonal skills.

TRAITS THAT I BRING TO THE TABLE

6 Years of experience with a top notch media company.

Self starter, entrepreneurial competencies

Motivator with ability to inspire confidence and commitment in others.

Excellent presentation /communication skills

Ability to gather, analyse & evaluate facts

High degree of professionalism coupled with proactive approach.

EMPLOYMENT HISTORY
Currently Working with Leading Media Conglomerate
since January 2008
Joined as Senior Manager- Operations
Significant Accountabilities
Team Management
Responsible for bulk recruitment, training and day to day management of a team of more
than 300 persons
Assess the Recruitment needs, devise & employ ways of controlling attrition
Drive recruitment plans thru coordination with placement consultants, campus
recruitments from technical institutes, head-hunting, referral programs
Execute the Recruitment Process within the pre-planned schedule and budgets
Conduct Interview Assessment of candidates
Monitor Recruitment Ads
Identifying and implementing several important customer-focused operational improvements
Operations Management

Manage the day to day operations for 2-3 shifts by aligning resources for the projects at hand
Performance Monitoring
Determine employee-training needs
Work with training department to establish certification, training schedules & modules.
Set goals for Operations Team and ensure they are being met.
Analyse sales data to determine if any corrective action needs to be initiated.
Review available manpower /resources and delegate workflow.
Trouble shooting.
Promote communication on the floor.
Handling HR to infrastructural issues of 300 staff.
Implement strategy for key performance areas.
Optimize output in terms of Quality & Quantity.
Roster preparation & optimizing floor layout.
MIS and revenue reporting.
January 07 January 08 with Tech Books
Techbooks is a company with a focus on reprinting scientific, technical, and medical (STM) books and
journals.
Expanded to offer business process outsourcing (BPO) of Content Transformation services for
organizations of all kinds, with project management offices worldwide and production facilities in India.
- Joined as Senior Operations Manager and was assigned additional responsibility of Project
Management in the month of February.
Significant Accountabilities
Operations Management
Manage daily production workflow for US / UK clients such as Blackwell, Prentice Hall, and McGraw Hill.
Establish and maintain service level agreements between various business heads and the production
team
Responsible for management reports
Manage the day to day operations for 2-3 shifts by aligning resources for the projects at hand
Ensure timely, accurate delivery of deliverables
Team Management
Responsible for recruiting, training and day to day management of a team of more than 100 persons
Identifying and implementing operational improvements
Assess the Recruitment needs, devise & employ ways of controlling attrition
Project Management/Account Management
Project Management for the above listed clients
Receiving and discussing briefs on jobs from / with the Client.
Preparing proposals and finalizing service agreements / MOU.
Interfacing with clients for cultivating better relations and securing repeat business.
Ensuring a common account view of all activities for the customer
Planning and executing, along with Sales, the growth of an account
Capturing customer expectations and ensure that they are met or exceeded
Ensuring best practices are put in practice in different projects of an account
Managing client engagement by consolidating account wide deliverables across service lines and
sharing the same with client contacts at various levels.
Ensuring all projects within an account are managed as per budget time, quality and cost. Minimize
overruns.
Building a team of Project Managers from within for the medium/long term.
Building and operating a virtual control room to manage projects world wide
Building and maintaining tracking mechanisms to ensure visibility to customers on the status of their
projects.

Taking complete ownership for ensuring client satisfaction while maximizing the Accounts revenue and
profitability targets.
Finding effective solutions to problems while maintaining a balance between production and sales
interfaces
Ensuring optimum resource allocation/utilization for effective client servicing in a profitable manner
Handling projects of large formats(both full service and composition)
Handling all aspects of project delivery and maintaining delivery schedules.
Liasioning with clients and authors (off site) & production team (on site)
Nov01-December 06 with The India Today Group
The INDIA TODAY GROUP is the largest magazine publisher in the country. In recent years, the group
interests have come to include television programming, music, and education.
-

Joined as Manager (Customer Services) & rose to the position of Operations Manager
(Customer Services & Subscriptions) in Nov03.
Distinctions
Implementation of People Soft
Integration of Subs fulfilment with current portfolio within 3 years of joining.
Initiated usage of new systems such as ACD.

Significant Accountabilities
Operations Management
Assisting the Senior General Manager in Operations of Consumer Marketing & Custom Publishing functions
and helping to communicate organizational expectations to team members.
Appraising the operational systems and designing the relevant processes / recommending relevant
information technology for optimizing productivity in terms of infrastructure and manpower.
Preparing MIS reports and presentations to keep the management about the latest developments.
Implementing procedures to achieve operational efficiencies across all functions.
Maintaining reports to track shortcomings and update the management on the same to ensure seamless
operations.
Addressing daily problems to assure consistent performance and ensure seamless operations.
CRM
Addressing the areas of concern to bring about an improvement in the service levels.
Rendering viable solutions to the clients; assessing the customer feedback, evaluating areas of
improvements & providing critical feedback on the same. Resolving of all issues within the stipulated
turnaround time at Head office and also in coordination with the 5 regional offices.
Monitoring performance to achieve first contact resolution and increased customer loyalty through high
customer satisfaction.
Team Management
Handling a team of 78 Executives at the Head Office and Regional office. Additional portfolio of
Subscription Orders Fulfilment given in April 2004 with a team of 35 executives.
Recruiting, Mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & group targets. Allocating working to the team and briefing them on
a daily basis.
Handling escalated cases to address all client queries and render support to the team.
Managing teams under various service channels across all the Group publications: customer service
(through voice / email / postal mails / walk-ins), Telecalling, subscription order capturing / activations
team, hand delivery vendors for end-to-end order fulfillment.

Worked a short stint with INDIAS-BEST.COM as a Content Coordinator-North Zone; Aug01.

Developed content for the site, providing a kaleidoscope of facts and features, regarding, News and
information covering myriad special interest areas including fashion, music, entertainment, tourist
interests, eating out, education, technology, i.e, the best of everything the city offers.

Jun00-Jul01 with Indiamart Intermesh Ltd.

The company had proved a revolution in the field of online business in a short span of four years. It had an
e-marketplace designed with provision to generate more business leads with a major stress on export
-import market. The company had come up in a big way in the area of B2B Solutions such as ETOs
(Electronic Trade Offers, RFQ / RFP (Request for Quotations/Proposals) whereas it had recently launched
Online Auctions, as its first step towards its goal.
The Career Path
Content Executive
Executive Business Development
Significant Accountabilities
Content Development/ Editing
Organizing material and developing websites, company profiles, glossary and privacy policy according to
set standards regarding order, clarity, conciseness, style, and terminology.
Studying drawings, specifications, mock-ups, and product samples to integrate and delineate technology,
operating procedure, and production sequence and detail.
Reviewing published materials and recommend revisions or changes in scope, format, content, and
methods of reproduction and binding. Analyzing developments in specific field to determine need for
revisions in previously published materials and development of new material.
Editing the Content of other executives to ensure its as per the set standards.
Successfully developed content for the:
o Glossary, the Privacy policy, and entire layout and content for the new B2B site
auction.indiamart.com.
o ESSAR Cell phones, principal clients.
Business Development/ Operations Management
Identifying new streams for revenue growth and maintaining relationships with customers to achieve
repeat/ referral business. Conceptualising and designing various business strategies along with the senior
management, setting up alliances with the foreign buyer aggregators.
Implementing pre-post marketing activities for successful launching of new products.
Played a pivotal role in bringing together buyers and sellers on line from across the globe.
Monitored bids and the products being uploaded everyday.
Competently conducted a negotiation with HDFC for working out a beneficial relationship.
Based on exemplary performance handled with the additional aharge of looking after the newly
started Auction Portal and RFQs.
Working out a partnership with ICICI / CITIBANK for a Payment Gateway for the New Auction
portal.
Developing and maintaining:
Strong business rapport with its strategic partner - a conglomerate of importers in the US and
getting business thereof. Merchant Exporters and Sourcing Agents and negotiating with them
on prices of various products sourced by them.
Augmenting of revenues through Subscriptions, RFQs (Request for Quotations).
Facilitating business between the Indian Exporters and Foreign Buyers.
Mentoring and motivating a team of Business Support Executives.
Sep99-Apr00 with G.E. CAPITAL
The Career Path
Process Associate, Call Centre
Process Associate, HR Cell
Member Compliance
Significant Accountabilities & Accomplishments
Communicating with Customers across the Globe and making information available on various products
and services offered by GE Capital from time to time. Recruiting people to departments and co-ordinating
between different cells.
As member Compliance Monitored calls made by Process Associates helping the firm maintain its
standards.
Rendered assistance in developing business and augmented revenue.

Commenced career with American Institute of Indian Studies as a Capacity - Programme Coordinator; Oct93-Sep95.
Handled resource Mobilisation from Corporates for the project Encyclopaedia of Archaeological Terms
The project envisaged compiling an exhaustive dictionary of terms related to the field of art and
architecture.
The project also aimed at building up a collection of Micro films of Rare Manuscripts, preserving
them thereby for posterity. Successfully obtained resources from the Smithsonians and HCL.
Synchronised an Event at Taj Mansingh and at various venues as and when required.
Assisted in communication with the Universities at Pennsylvania, Harvard, Michigan, and Oxford.
ACADEMIC CREDENTIALS
PGDBM (Marketing)
Masters in English Literature (Hons)
Bachelors in English Literature (Hons)

NIILM Delhi
B.H.U. Varanasi
B.H.U. Varanasi

COMPUTER PROFICIENCY: GNIIT from NIIT, Delhi; 1996- 1998

PERSONAL DOSSIER
Date of Birth
: 30th December, 1971
Language Literacy : English, Hindi, Bengali,German

2000

1991
1988