ADISH DWARKA

I am a dynamic, energetic, and results-driven with thirteen years of work experience in a multi-cultural environment with career defined by progressively responsible and diversified experience in competitive environment, dedicated individual with experience within different industries such as the BPO ( Business Process Outsource ) & LPO ( Legal Process Outsource ).

Instrumental in streamlining and improving processes, enhancing productivity and implementing initiatives to achieve substantial results in accordance within the company business. Collaborative communicator strengthens and empowers cross functional teams to drive performance improvements, and negotiations skills.

Responsibilities: To ensure smooth running and day-to-day business activities and good functioning of Voice and Tracing Operations To attend emails from Attorneys, Clients, Debtors and Management within next business day. To relay to Team Leaders & members planned work as set for the day / week / month To maintain work volumes for all manpower. To assist team members with difficult debtors and calls. To escalate and follow up queries and complaints received from calls. To monitor quality and service levels and team members demeanor, product knowledge and conformity to company and client policies. To train staffs on systems as well as on client requirement and to refer special cases for training. To report any downtime / system problems within Operations. To liaise directly with debtor / client / Book Manager whenever needed To ensure team members maintain professional behaviour in their interaction with debtors, clients, colleagues and senior personnel of the company. To oversee work objectives, performance and development requirements within Operations are met. To ensure effective and effective Voice and Tracing operations procedures and processes are in place. To comply with relevant regulatory and statutory requirements of the company To analyze and provide feedback to Operations Director on a regular basis. To compile Daily Activity / Weekly and Monthly / Production report To produce periodic reports to track performance, productivity, activity and attendance to Operations Manager To compile adhoc business reports as requested by Operations Director. To draft meeting agendas and send Minutes of Proceedings To develop, design and deliver training programs for Voice and Tracing Team members. To adhere to all deadlines being met and delivered To make and facilitate changes in staffing and manpower following drifts in the business and its priorities.

To lead, motivate and develop high-performance Voice Credit Control team and Tracing Officers’ team. To perform people management function To improve the team performance on a monthly basis To manage absenteeism and discipline To deliver leadership coaching on a one to one basis To take full accountability of team In charge of the Call Centre Activity Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

It all started back in 2007 when it was winter at the age of 15 years old when I i took the bus from Curepipe to the village of Brisee Verdiere ( where i grew up ) where it just happen out of nowhere as i was really lost in my mind thinking about everything when i took my pen and my little diary to start writing about my emotions and day to day experienced and this is how my journey of writing poems became my passion.