NITI N.

SHROFF
24331 Muirlands Blvd. D4/255 Lake Forest, CA 92630. Ph.# 949-770-6896 Email: ns
1db164@westpost.net
______________________________________________________________________________
SUMMARY: Seeking a leadership role in a fast paced, challenging Customer Service
Management environment. Defined, organized, planned, led, co
ordinated
Controlled and executed daily operation and managed overall
responsibilities of
24/7 365 day National Customer Service Contact Center. Exten
sive experience
working with Manufacturing, Service/ Product & Communication
industries.

EMPLOYMENT HIGHLIGHTS:
Advisory Committee - Online Support Global Group of Call Center I
ndustry
March 2009- Present
Suggesting a variety of initiatives to create changes and/or improve upon curren
t process to ensure achievement of division/company goals. Develop CS key measur
ements to maximize staffing & meet performance standard. Attain service level me
trics such as, AHT, ASA & abandoned rate goal on a monthly basis. Discussing per
formance metrics, assisting with the training needs.
Customer Service Manager HSW Roto Rooter
September 2003- March 2009 Mission Viejo, CA
Responsible for day to day operation and overall growth of Commercial and Reside
ntial Customer Service Contact Centers 24/7 365 days. Managed a high level relat
ionship with all the customers & 12 regional branches. Managed 40/42 CSR's inter
viewing, hiring, training, coaching, disciplinary actions, and /or terminations
& performance management. Excellent leadership skills, conflict resolution skill
, strong problem solving skills, handled escalated customer complaints.
* Improved CSR's accuracy by 25% by engaging them in the Quality Assurance and T
ime
Management skill projects.
* Improved Morale by introducing an Employee Incentive plan.
Customers Solution Manager/ Corporate Trainer Incomnet Communication (Globalc
om)
March 2000- August 2003 Irvine,
CA
Managing, monitoring & training the team of 40-45 CSR's at all times (per shift)
in an Inbound/Outbound 24/7 Customer Solutions department of 150 CSR's, setting
goals & objectives for the unit. Monitoring and analyzing inquiry & complaints
trends, conducting performance reviews to evaluate productivity & improve work f
low.
* Putting system into place to measure product & service deficiencies & rectifyi
ng issues. Coordinating front end marketing techniques with back end fulfillment
& customer satisfaction measures ( Customer call-back on warranties program)
* Establishing call handling standards, service level criteria & performance mon
itoring metrics
* Developed & monitored CSR's and CS department's Monthly Productivity Goal Repo
rts. Ensuring CSR's be aware & tracking their own productivity, individual perfo
rmance improved by 25%.

Customer Care Senior Supervisor Southern California Edison

October 1997- February 2000 Aliso Viejo, CA
Demonstrated exemplary leadership skill managing 300 CSR's in a 24/7 365 days au
tomated Corporate Customer Care department. Analyzed operational process & deter
mined need to modify workflow and procedural methodologies. Implemented Real-tim
e collaborative chat. Assisted Sales & Marketing Managers in a New Product prese
ntation and sales projects. Proven ability in demonstrating the skills-problem s
olving, priority-setting, planning, delegation, directing others, informing, man
aging /measuring work, confronting direct reports, motivating others, building e
ffective teams, managing diversity.
* Increased Customer satisfaction ratio by 35%, creating a process of Interdepar
tmental Customer crisis- troubleshooting case documentation processes.
* Won President's most prestigious Ambassador's Award for noteworthy department
growth efficiency and leadership skill.
Customer Care Manager Fifty States Office Connecti
on
September 1989- October 1997 Los Angeles, CA
Directing day to day operations of a 24/7 Inbound/ Outbound Customer Care Center
, consisting of 400 CSR's, 12 Supervisors & 20 Team Leads. Developing staffing p
lans & forecasts. Designing & implementing monitoring programs to increase perfo
rmance standards & consistency, Establish & communicate daily/Weekly and monthly
profit and productivity goals reports for upper management.
* Introduced and managed key Performer Program, increasing CSR's incentive and a
ppreciation level to 20%.
* Analyzed excessive overtime pay expenditures during peak period, reducing over
heads by 15% without compromising the efficiency of the dept', restructured work
force schedules to provide maximum coverage during peak hours.
Assistant to Controller Berney Karp, Manufacturin
g Inc.
January 1985- September 1989 Los Angeles, CA
* Handled multiple tasks in a fast paced manufacturing environment
* Supervised Payroll, human resources tasks, resolved receivable issues.
* Worked closely with IT Manager in creating several Sales and Productivity Anal
ysis Reports to increase overall productivity of the company by 25%.
* Developed various cost cutting measures & Quality Assurance Projects for emplo
yees.
EDUCATION: Currently working on a Master's in Corporate Science & Business Admi
n.
Bachelor of Science in Psychology & Political Science
(Honors)
Certificate course in Business Accounting
Legal Assistant course work through Southland Law Sch
ool, LA-CA
COMMUNICATION COURSE WORK:
Zenger Miller Frontline Leadership Course (1 Yr) Employee Development
& HR
Hire with Integrity
Employment Law Study
Project Management Principl
es of Hospitality & Science
Technical Writing Voice
System Course work
SOFTWARE/TECHNICAL SKILLS:
Window NT Server, MS Word-Excel-PowerPoint, Outlook 98, SBT, Novell 3.12/
4.00, Acrobat, IBM, MAS 90, As-400, Oracle, Quicken, Macintosh, MTE/ ACD
 system, Smartcard, CPDI/Metro Call
AWARDS/ PERSONAL PROFILE:
Created individualized successful solutions to maintain high performance level,
holding CSR's accountable for quality.
* Created standard Operating Procedure Manual to ensure consistency, provide eff
ectiveness & efficiency in the Call Center
* Developed an Employee Incentive Program to ensure effectiveness, Created Refre
sher Training workshops.
* Developed and maintained a comprehensive & effective Progressive Development P
rogram for employee