AMERICAN LANGUAGE HUB_Level2_Student'sBook_Answerkey.pdf
AEGIS GLOBAL ACADEMY'S BATCH OF 2012 - PLACEMENT BROCHURE
1.
2. WELCOME TO THE WORLD’S FIRST
PGPBM
PGPBM
PLACEMENT BROCHURE
PLACEMENT BROCHURE CLASS OF 2012
CLASS OF 2012
knowledge partners
COPC Inc., USA
Singapore
www.aegisglobalacademy.com
4. why aegis global academy’s students
Aegis Global Academy, an ESSAR Enterprise has Every student has been trained with a great mindset of “Mission First, Me Next” with an unflinching spirit to make a difference.
launched The World's First Institute of Customer And also,
Experience Management, in September 2010. The n have been taught and certified by IIM Indore and SQC Singapore
They
course content, offered with its Academic Partners, n have got extensive exposure to their respective specializations (Retailing, Analytics, ITeS and Banking) through a
They
IIM Indore, SQC Singapore and COPC (USA), rigorous blend of science and art – through lectures, case studies, field studies, mini internships, mentorships, etc
prepares the students to deliver an engaging n run their respective experiential learning initiatives – CueMart (Retailing), QmaP (ITeS) and QminE
They
customer experience. Based out of Coimbatore, the (www.qmine.org) for Analytics students. PFIA a write up on Cuemart in The Hindu
institute's philosophy is to deliver the course content n have been taught at the Academy through HBS case material by industry veterans and seasoned practitioners
They
with 65% practicals and 35% theory. Divided into 4 n carry out their field visits, projects and mini-internships (ICE – In-House Customer Experience Program) in
They
terms with a duration of 15 months, the first 11 months Coimbatore-based companies from their respective specializations
is for academic delivery and the remaining 4 months n have been exposed to several practical, on-field, in-company studies as opposed to visits
They
are for internship . As the Academy largely follows a n projects have been well appreciated and received by the respective companies
Their
case-driven learning pedagogy, all the case studies n ITeS specialization students have been certified with LEP and COPC's HPMT (most of them with distinction)
All the
and the relevant material are sourced from Harvard n have been trained to be better communicators through CLAP (Communicate Like A Professional) Program delivered
They
Business School. PFIA the course structure. by communication skills experts
n have been trained for taking on operational leadership positions, i.e. a operational mindset with a strategic
They
Some of the unique, distinct and exclusive programs orientation
included as a part of this course are: Field Visits, n go through a grueling schedule of almost 14 hours a day for all the 7 days throughout their 11 month stint with the
They
GramDarshan, In-House Customer Experience Academy
Management program, etc. In each of these n have been sufficiently groomed for taking responsible positions with several responsibility-oriented initiatives
They
programs, the students engagement with the delivered through MILAN (Mentorship Interactive Learning and Nourishment) and performing teams
customers is not only a learning experience but also n exposure to wide spectrum of knowledge delivered through several innovative and cutting edge learning platforms,
Their
highly revealing for the companies. The academy including Capstone Course
offers industry-specific specializations – Retailing, n ability to perform both as an individual player, team player as well as team leader
Their
Banking, Analytics and ITeS – as opposed to n proficiency in Business Analysis Tools – MS Excel, MS Access, SPSS, Google Analytics, etc
Their
functional areas specializations – Marketing, n have been groomed adequately for fostering, furthering and sustaining exemplary relationships (both with the
They
Finance, HRM, etc. To that extent, the students would internal customers as well external customers) through an innovative program, PEARL (Personal Effectiveness and
be well-trained and prepared for the respective Relationship Leadership).
industries. Our focus would therefore be to prepare n exposure to respective industry's best practices in the world as well as finest sources of benchmarking through
Their
the students to take on the new and demanding roles guest lectures from industry veterans both from within India as well as abroad (through WebEx)
in the respective industries with a clear focus on n have been given well-grounded training in customer service and customer experience management by SQC
They
improving the customer experience so that customer Singapore at two levels – at individual level (Certified Customer Experience Professional) as well as at leadership level
life time value improves and in the process, prepare (Certified Experience Leader)
the respective organizations to be absolutely n come with an envious combination of competencies and character with a zeal to make difference
They
customer-centric organizations. n whole each one of them get trained for ' Making a Difference' with “Mission First, Me Next” mindset
On the
4 www.aegisglobalacademy.com
8. IIM FACULTY
In-house Faculty, Guest Faculty & Visiting Faculty
Dr. Nagendra V. Chowdary Dr. R. Chandra Sekhar Menon Dr. Sandhya Rani Ms. Mou D. Choudhuri Mr. Arun Prasad G S
Centre Director Head Executive Exucation Faculty Faculty Faculty
Mr. Venkatesh Srinivasan Mr. Divagar Krishnamoorthy Ms. Madhumita Ghosh Mr. Rajesh Mallaiah Mr. Suhas Phadnis
Faculty Faculty Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Manager - Aegis Ltd
Ms. Shika Murali Mr. Avinash Das Dr. C Kandasamy Dr. Ponnammal K Pandian Mr. Chandrasekar
Guest Faculty, Vice President - Aegis Ltd Guest Faculty, Asst. Vice President - Aegis Ltd Visiting Faculty - Statistics & SPSS Visiting Faculty - Business Economics Visiting Faculty - Banking
Director, RVS College
8 www.aegisglobalacademy.com
9. IIM FACULTY
In-house Faculty, Guest Faculty & Visiting Faculty
Dr. R Krishnamurthi Dr. Sangeetha Mr. V Rajesh Mr. Sekhar Mr. Pabitra Dey
Visiting Faculty - HRM Visiting Faculty - Marketing Research Visiting Faculty - Retail Visiting Faculty - ITeS Visiting Faculty - Retail
Founder & CEO of Impact, Coimbatore Consultant & Trainer at Retail Subject Matter Expert Senior Management Professional- Retail & Telecom
Dr. Venkatesh Parthasarathy Mr. Indraneel Peratla Dr. Sanjay Fuloria Mr. Uday Bhate Mr. P K Jayaram
Visiting Faculty - Analytics Visiting Faculty - Analytics Visiting Faculty - Marketing Research Visiting Faculty - Analytics Visiting Faculty - Corporate Finance
Primary Researchat Hewlette Packard DGM at Cognizant Technology Solutions Founder & CEO nmore,Hyderabad
Dr. R Chandrasekaran Mr. Subir Ghosh Mr.Sanjay Rawat
Visiting Faculty - Operations Management President, Aegis Global Academy Vice President, Aegis Global Academy
Director, KPR Business School
9 www.aegisglobalacademy.com
10. IIM FACULTY
Prof.Ashish Sadh Prof. A.Kanagaraj Prof.Patturaja Prof. Ranjeet N.
Prof.Rohit Kapoor Prof. Gaurav S C Prof.Harshal L Prof. Manish D
Prof.Prashant S Prof. Rahul N Prof. Sabita M Prof. S K Pani
Prof. S Gopal Prof. Siddhartha Prof. Srabanti Prof. Srinivas G
Prof. S Gopal Prof. Siddhartha Mr. Sashidharan Ms. Neeta Nagar
10 www.aegisglobalacademy.com
11. SQC FACULTY
Dr. Buck Peng Tang
Group Director & Principal Consultant,
Service Quality Centre, Singapore
Mr. Saifuddin BinYosuf,
Senior Consultant,
Service Quality Centre, Singapore
Mr. Lawrence Lim,
Consultant,
Service Quality Centre, Singapore
Certified Customer Experience Professional Certified Customer Experience Leader
Course outline: Course Outline:
Delivering Signature Experience: Concept of Creating a Formidable Customer Experience Strategy: The basics of service
customer experience; Customer focus-roles strategy; The concept of “Strategy Service Intent (SSI)”; Customer experience
definition; Service chain; Delight customer with DNAs; The implementation of service strategy
GEMS Nurturing a Sustainable Service Culture: The importance of the voice of
employee; The new paradigm in people management; The power of
Customer Interface Skills: Communication skills; empowerment, service reward and recognitions; Key service transformation
Listening skills; Questioning skills; Rapport building; elements: an excellent service mindset
Handling complaints & difficult requests; Customer Managing Signature Experience: The critical dimensions of customers’ need and
profiling technique; Winning replies; Professional expectations; Understand and manage customers’ perception, both physically
service etiquette; The service innovation cycle; and emotionally; Managing customers’ 5 senses; Customer experience standards
Innovation blockers; Service Innovation Techniques Customer Experience Recovery: Customer experience breakdown management;
Teaching Methodology: Mini lectures; Group S E R V E model; Service fail-safing
discussion; Experiential learning activities; Videos Customer Experience Performance Management
Participants: First and second level persons in Teaching Methodology: Mini lectures; Service case discussion and analysis;
customer management roles. Group discussion; Experiential learning activities; Video
Participants: Any person upward from a second level managerial role
11 www.aegisglobalacademy.com
12. FIELD VISITS
1. Brookefield Mall
2. Sabzi Mandi
3, ITeS Field Visit (365 Media)
4. Retail Field Visit
(Max, Spar, Nilgiris, RMKV, Allen Solly)
5. Telecom Field Visit (IDEA, TATA)
6. EOT I (Retail Stores)
7. EOT II (Interviews - Managers, CEOs)
8. ICE
9. Gramdarshans (I & II)
10. Retail Field Visit - Ooty
(Farm Field to Market - Process)
12 www.aegisglobalacademy.com
13. Gramdarshan
Gramdarshan I &
Gramdarshan II are rural
immersion workshops letting
the students spend 3 full days
with rural customers in their
villages understanding their
consumer behavior. The
prime objective of this
experiential learning activity
is to answer a simple, yet
powerful, question: What it
takes to sell rural customers?
This question needs a
thorough understanding of
their life style, their
aspirations, the spending and
saving patterns, etc.
GRAMDARSHAN thus enables
the students to have a first-
hand preview into rural
customers buying behavior.
13 www.aegisglobalacademy.com
18. CUEMART
Cue Mart is a retail venture initiated by
Aegis Global Academy's and The
World's First Institute of Customer
Experience Management's retailing
specialization students. Based on an
unique model of 'Zero Inventory Model'
this venture primarily helps to cater to
the daily needs of all the inmates of
ESSAR House in Coimbatore. It helps to
expand the horizons of retailing
learning for the retailing students.
18 www.aegisglobalacademy.com
20. QMAP
Aegis Global Academy, an ESSAR enterprise has launched quite substantially and more than anything else, the
the World's First Institute of Customer Experience process owners become the business owners. When that
Management in September 2010 with a distinct happens during a students' higher learning pursuit, it is
philosophy of 65% Practicals and 35% Theory. The revolutionary. And this revolution is evolutionary and The
Academy offers a 15 month PGPBM program with IIM Academy wishes to pioneer this initiative. The uniqueness
Indore, SQC Singapore and COPC, USA as its academic of QmAP is:
partners. 11 Months is devoted to training (as opposed to (a) It's a hybrid model – Outbound + Inbound Processes –
teaching) the participants in nuances of managing making outbound calls as well as receiving inbound
businesses in four different industries – Retailing, ITeS, calls restricted only to voice-based format
Analytics and Banking and 4 months are meant for
(b) The Inbound Call Process is based on Peak Process
specialization-based Internship. Accordingly, The Academy
Model, i.e. QmAP students would be attending to
offers 4 industry specializations as opposed to functional
some of the peak time calls of a few the clients, for
specializations.
example, Vodafone, Univercell, etc.
To offer ITeS participants an experiential learning and give
The objectives of QmAP are:
them a headstart in their respective careers, The Academy
has launched a unique platform, QmAP. QmAP is built (i) To be a breeding ground for a few best practices for
around Reverse Migration Model. This model is based on a Indian BPO industry through the power of
simple premise that all the works that had been 'unadulterated' and 'boundaryless' ideating and
outsourced to established companies would have to be executing
sourced to the source itself, i.e. the students / the future (ii) To provide an experiential learning platform for the
employees. As every BPO makes money only through its ITeS students of Aegis Global Academy
frontline employees (while the rest of the employees are to (iii) To make QmAP as a thriving Not-for-Profit venture
ensure the process control and process quality) if the work with all the musings of business principles playing
is outsourced to the source, the overheads can be reduced around
20 www.aegisglobalacademy.com
21. QMINE
Welcome to the happy world of Analytics, QminE. QminE is an initiative of Aegis Global
Academy's Class of 2012's Analytics specialization students'. The next three decades
shall be the age of analytics, as many corporate pundits prophesize and what better
way to embrace this impending change than to delve into it to make a difference.
QminE is a platform to make Analytics simple for everyone who wants to either know
or use. It's not an ivory-tower science after all. It's fun. Playing with data and flying
with analysis. The philosophy of QminE is to, “enable effective decision making
through discernible data sets and data points”
If running any business is all about making decisions, how to make better decisions.
One often-cited way is through data-driven decisions. Data by itself, as everyone would
agree, has no impact on business decisions unless accompanied by insightful analysis.
How do we get insightful analysis? Through analytics. Analytics can therefore be an
important tool for making better decisions.
The objectives of QminE are:
(a) To enunciate Analytics specialization students into the world of Business
Analytics
(b) To provide a platform to Analytics Specialization students' to explore, engage and
execute analytics projects on a turnkey basis
(c) To provide customized analytics solutions to cottage, small and medium scale
enterprises
(d) To bridge the gap between theory and practice through various collaborative
initiatives
21 www.aegisglobalacademy.com
22. MILAN
One of the most often-cited drawbacks of a management graduate is that he is not responsible. When we
tossed this question around, we came up with an interesting initiative, MILAN (Mentorship Interactive
Learning And Nourishment) enabling two of our students to mentor one colleague from the off-campus
(executive hostel) with a mandate to polish their etiquette and service delivery. If you are judged by the way
22 www.aegisglobalacademy.com
23. CLAP Communicate Like A Professional (CLAP) is a rigorous program that enables the students to get
trained in business communication, spoken English, public speaking, etc. Offered across all the three
terms, this course is driven largely by practicals. This is a platform to chisel up students
communication skills for them to be effective communicators.
23 www.aegisglobalacademy.com
25. PEARL
(There are four need based modules appropriately, minimize errors while speaking and 4 Power Presentations
1 Application of Transactional Analysis (TA) writing and spot often mispronounced words. Presentation is fewer slides and more of
Different strokes to different folks 3 Emotional Freedom Technique personality
Learning Objectives “The cause of all negative emotions is a Learning Objective
disruption in the body's energy system" To help the participants design, develop and
? participants analyze and understand
To help the
intrapersonal and interpersonal behaviour. – Gary Craig deliver-by overcoming nerves- presentations that
Learning Objectives will be Informative, Interesting and Inspiring.
To improve the quality of interpersonal
?
communication. To help the participants learn the importance of EI
2 Communicative English for personal and interpersonal competence, to be
aware of destructive emotions, regulate their
Learning Objectives
emotions and to practice Emotional Freedom
To help the participants increase their ability to Techniques.
match verbs to the subjects, learn to use tenses
25 www.aegisglobalacademy.com
27. CAPSTORE COURSES
1. MOL - Making of a Legend
2. Holly Man - Movie-based
Presentations (John Q, Coach
Carter)
3. Industry Presentations
4. Global 100 Brands Presentations
5. Indian Business History
Presentations
6. Business Classics - Books Review
7. Business Quiz
8. Customer Experience
Management
9. Putting Leadership Back into
Strategy
27 www.aegisglobalacademy.com
29. Overview about Retail Shopper behavior & Retail Marketing
RETAILING
= about Retailing
Overview = behavior
Consumer
International Retailing
= Buying behavior
=
The Indian retail industry is divided into Indian Retail
= Retail market research
=
Key drivers
= Retail Marketing
=
organised and unorganised sectors.
= formats
Different What is Retail marketing
4
Organised retailing refers to trading Franchising
= 4the store brand
Building
Retail functions & organization
= 4 of Retail Marketing
Elements
activities undertaken by licensed retailers, Role of customer service in Retail brand building
4
Strategic Retail Management
that is, those who are registered for sales Retail Advertising
=
= elements of Retailing
Strategic
Social media marketing
=
Format
4
tax, income tax, etc. These include the Project – Select any store and critique its merchandising
Location
4 and marketing strategy an plans.
corporate-backed hypermarkets and retail Assortment
4
Service
4 Store Operations
chains, and also the privately owned large Pricing
4 Key deliverables
=
= of store operations
Elements
retail businesses. Unorganised retailing, on SCM
4
Store design & VM
= Key issues
=
the other hand, refers to the traditional Project – Select any store and analyze the various Project – Decide on a store format and prepare a
strategic elements of the store as also areas of comprehensive business plan for the same with regard
formats of low-cost retailing, for example, improvement. to its various strategic elements
the local kirana shops, owner manned Merchandising Management Other Support functions, Retail IT and CRM
Indian supply chain
= =functions and key roles
Support
general stores, paan/beedi shops, Merchandise management
= Retail IT
=
= Retail context
CRM in the
convenience stores, hand cart and pavement Merchandising hierarchy
4
Merchandise and Assortment planning
4 Consumerism and Ethics
=
vendors, etc. Space planning
4
Private label management
=
MRP & Price life cycle management
=
29 www.aegisglobalacademy.com
30. PROFILES (Retail):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Sandeep Dangwal, 24 years Harsh Dalvi, 21 years
BBA from ICFAI University, Deharadun (2008-11) BCA from MIT College, Pune University, (2011)
Professional Experience: Professional Experience:
? with Commercial Hyundai from 1st May- 15th
Internship ? hands on Experience in a Retail Venture named
Having a
June 2009 in my Graduation CUE MART
? a Small Venture CUE MART inside the college as
Running In-house Customer Experience (ICE)-Training in
?
a part of academic Pantaloon Pvt. Ltd. for 5 days
In-house Customer Experience (ICE)-Training in
? GRAMDARSHAN I - Shopping Experience, Cultural
?
Pantaloon Pvt. Ltd. for 5 days Quotient and Consumer Behaviour @ Kolarpatti,
CGPA: 3.01 GRAMDARSHAN I - Shopping Experience, Cultural
? CGPA: 4.20 Panamaratupalayam and Koilnakkenpatti
Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012
Anshuman Pandey, 22 years Aman kumar, 23 years
B.Com from Lucknow University, 2010 BA from University of Delhi, (2010)
Professional Experience: Professional Experience:
? Limited , Bank Officer, From - 20thseptmber
ICICI Bank ? hands on Experience in a Retail Venture named
Having a
2010 – 10thSeptember 2011 CUE MART
? a Small Venture CUE MART inside the college as
Running ? Customer Experience (ICE) - Training in Max for
In-house
a part of academic 5 days
In-house Customer Experience (ICE)-Training in
? GRAMDARSHAN I - Shopping Experience, Cultural
?
Pantaloon Pvt. Ltd. for 5 days Quotient and Consumer Behaviour @ Kolarpatti,
GRAMDARSHAN I - Shopping Experience, Cultural
? Panamaratupalayam and Koilnakkenpatti
CGPA: 3.27 CGPA: 2.71
Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
Panamaratupalayam and Koilnakkenpatti @ Thangadu - 23-012012 to 25-01-2012
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012
30 www.aegisglobalacademy.com
31. PROFILES (Retail):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Satakshi Chauhan, 21 years
BBA from Chaudhary Charan Singh University, Meerut
(2011)
Professional Experience:
? as a sales and marketing Intern with ACC Cement
Worked
for a period of 2 months
? a Small Venture CUE MART inside the college as
Running
a part of academic
? Customer Experience (ICE) - Training in Life Style
In-house
CGPA: 3.46 for 5 days
GRAMDARSHAN I - Shopping Experience, Cultural
?
Quotient and Consumer Behaviour @ Kolarpatti,
Panamaratupalayam and Koilnakkenpatti
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012
31 www.aegisglobalacademy.com
32. ANALYTICS Data Mining and Business Intelligence
st Data Warehousing
?
We are proud to be the 1 Institute to
I. ETL process, II. Various types of Databases and structures
introduce an unique specialization on ? & Metrics, KPIs & MIS
Measures
customer experience, based on a data Introduction to few well-known BI , Reporting Tools
?
driven analytics framework. This Alalytics Foundations
specialization would prepare students in Acquisition
?
Retention/Churn management/Loyalty Management
?
careers in marketing & market research,
Cross sell/Up sell
?
in Industries of any kind; especially those
Risk Assessment
?
that deal with a large mass of consumers, CLTV & profitability increase
?
like FMCG, Banking, Insurance, Telecom ? experience , satisfaction and service
Customer
and specialized market research and Analytics Methods & Applications
consulting firms, that operate in this Analytics Tools and Techniques
space. Market Research and Predictive Analytics
Being extremely data and analytics
oriented, candidates would need to go
through an additional screening process,
to determine their ability & aptitude to do
justice to the course rigor. Eligible
candidates for this program are Engineers
/ MCA / Statistics / Science graduates with
Mathematics.
32 www.aegisglobalacademy.com
33. PROFILES (Analytics):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Ramya S, 21 years Sneha Nimkar, 22 years
BE in Electronics & Communication from Anna University, B.E. in Computer Technology from K.I.T.S. Ramtek,
Tamilnadu (2011) Nagpur University, in the year 2010.
Professional Experience: Professional Experience:
In-house Customer Experience (ICE)-Training in
? ? Customer Experience (ICE)-Training in Max for 5
In-house
Pantaloon Pvt. Ltd. for 5 days days
GRAMDARSHAN I - Shopping Experience, Cultural
? GRAMDARSHAN I - Shopping Experience, Cultural
?
Quotient and Consumer Behaviour @ Kolarpatti, Quotient and Consumer Behaviour @ Kolarpatti,
Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti
Placed @ Placed @
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
? GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012 @ Thangadu - 23-012012 to 25-01-2012
? training: Focuz Infotec, Kochi, Kerala and at
In-plant ? project with small venture mall, i.e., WelTexx
Real time
Nuclear Training Centre, Madras Atomic Power Station, Qmine.org' Website - Team project
?
Chennai Kalpakkam for fifteen days. Mumbai Factors affecting poverty of top 40 countries
?
CGPA: 4.79 CGPA: 3.91
Baibhav Bajpai, 26 years Sourangshu Sarkar, 33 years
B.Sc (Bio) from CSJM University Kanpur, 2011 BE Mechanical from NIT Surat
Professional Experience: Professional Experience:
In-house Customer Experience (ICE)-Training in
? ? Limited (Haldia, West Bengal) Since March 2005.
Essar Oil
Pantaloon Pvt. Ltd. for 5 days ? Customer Experience (ICE)-Training in Life Style
In-house
GRAMDARSHAN I - Shopping Experience, Cultural
? for 5 days
Quotient and Consumer Behaviour @ Kolarpatti, GRAMDARSHAN I - Shopping Experience, Cultural
?
Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti,
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
? Panamaratupalayam and Koilnakkenpatti
Placed @ Placed @
@ Thangadu - 23-012012 to 25-01-2012 GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
? project with WellTexx Retail
End to end @ Thangadu - 23-012012 to 25-01-2012
Team project – Q mine, A venture by Aegis Global
?
Academy and real time application of concepts learnt
Mumbai
CGPA: 4.16 CGPA: 4.47
33 www.aegisglobalacademy.com
34. PROFILES (Analytics):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Rahul Wadhwa, 23 years
BE Mechanical from G.H.Raisoni College of Engg ,Nagpur
University (2009)
Professional Experience:
Since September 2009 – till date with Essar Oil Ltd
?
In-house Customer Experience (ICE)-Training in
?
Pantaloon Pvt. Ltd. for 5 days
GRAMDARSHAN I - Shopping Experience, Cultural
?
Quotient and Consumer Behaviour @ Kolarpatti,
Placed @
Panamaratupalayam and Koilnakkenpatti
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012
CGPA: 3.54
34 www.aegisglobalacademy.com
35. ITES ITeS Business Dynamics
?Insight: Outsourcing, Off-shoring, Near-shoring, Home-
ITeS: An
The Indian information technology (IT) / IT enabled shoring, Information security, Globalization, Business process
outsourcing in India, Business process outsourcing in the Philippines,
Services (ITeS) industry has played a key role in Recruitment, Business process outsourcing (BPO), Human Resource
and Recruitment Process Outsourcing, Finance / Accounting,
putting India on the global map. Over the past Contact Center Services, Captive Services, Knowledge process
decade, the Indian IT-BPO sector has become the outsourcing (KPO), Off-shoring Research Network, Legal Process
outsourcing (LPO), Software testing outsourcing, Website
country’s premier growth engine, crossing Management Outsourcing (WMO), IT Support Outsourcing, Medical
Process Outsourcing
significant milestones in terms of revenue growth,
? Business
Future of the
employment generation and value creation, in Managing a BPO Operation
addition to becoming the global brand ambassador LEP
for India. COPC’s High Performance Management Techniques (HPMT)
Certification Training & Assessment
With a compounded annual growth rate (CAGR) of ? Learning:
Method of
Best Practices, Industry Benchmarks
over 24% in the last decade, the Indian IT/ITeS ?
Inbound phone metrics
industry has emerged as a key growth engine for ?
Cost Efficiency and productivity
the economy, contributing around 5.6% to the ? staffing, scheduling & RTM
Forecasting,
? previous day’s material
Review from
country’s Gross Domestic Product (GDP) in FY 2010
? metrics and measuring variation
managing
and also providing direct employment to about 2.3 ? setting targets
CUIKA and
million people (from just about half a million in ? satisfaction and dissatisfaction
Customer
2001). It remains one of the biggest sectors for ?transaction monitoring
Quality &
? training & skills verification
Recruiting,
wealth generation in the country. As per the
? and Attrition
Absenteeism
industry body, NASSCOM, the sector is estimated ? transactions
Non-phone
to provide direct employment to 10 million and
indirect employment to 20 million by 2020.
35 www.aegisglobalacademy.com
36. PROFILES (ITeS):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Syed Munir Husain, 24 years Mir Zeeshan Ali, 21 years
BA from Manav Bharti University, New Delhi BCA from Kashmir University, 2010
Professional Experience: Professional Experience:
? Initiative started by ITeS Participants, based on
QmAP (An ? Initiative started by ITeS Participants, based on
QmAP (An
Reverse Migration Model) Reverse Migration Model)
LEP (Leadership Essentials Program)
? ? LEP (Leadership Essentials Program)
? Customer Experience (ICE) - Training in 365
In-house ? Customer Experience (ICE) - Training in 365
In-house
Media for 5 days Media for 5 days
GRAMDARSHAN I - Shopping Experience, Cultural
? ? GRAMDARSHAN I - Shopping Experience, Cultural
CGPA: 3.81 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 3.56 Quotient and Consumer Behaviour @ Kolarpatti,
Panamaratupalayam and Koilnakkenpatti Panamaratupalayam and Koilnakkenpatti
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
? ? GRAMDARSHAN II - Rural Survey on Consumer Behaviour
COPC: 100 COPC: 98
@ Thangadu - 23-012012 to 25-01-2012 @ Thangadu - 23-012012 to 25-01-2012
LEP: 93 LEP: 85
Aadina popalzai, 21 years Nikhil Tiwari, 24 years
BCA from Kashmir University, 2010 B.Com from Lucknow University, 2009
Professional Experience: Professional Experience:
? Initiative started by ITeS Participants, based on
QmAP (An Was working with The Eminent, an associate of Vodafone
?
Reverse Migration Model) - Aug'07 – Nov'08
LEP (Leadership Essentials Program)
? ? with Aegis, an enterprise of Essar - Nov'08 till
Working
? Customer Experience (ICE)-Training in 365
In-house date
Media for 5 days ? Initiative started by ITeS Participants, based on
QmAP (An
GRAMDARSHAN I - Shopping Experience, Cultural
? Reverse Migration Model)
CGPA: 4.21 Quotient and Consumer Behaviour @ Kolarpatti, CGPA: 2.85 LEP (Leadership Essentials Program)
?
Panamaratupalayam and Koilnakkenpatti ? Customer Experience (ICE) - Training in 365
In-house
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
? Media for 5 days
COPC: 98 @ Thangadu - 23-012012 to 25-01-2012 COPC: 95 GRAMDARSHAN I - Shopping Experience, Cultural
?
Quotient and Consumer Behaviour @ Kolarpatti,
Panamaratupalayam and Koilnakkenpatti
LEP: 95 LEP: 84
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
@ Thangadu - 23-012012 to 25-01-2012
36 www.aegisglobalacademy.com
37. PROFILES (ITeS):
PGPBM with joint certificate from IIM Indore, Service Quality (SQ) Centre - Singapore & COPC Inc., USA – Pursuing from Aegis Global Academy’s
Institute of Customer Experience Management, an ESSAR enterprise , Coimbatore (2011-12)
Abhishek Ravindra Varma, 31 years M. Dhandabani, 26 years
BBA from Guru Ghasidas University, 2007 MBA from Madras University, 2006-2008
Professional Experience:
Professional Experience:
? Initiative started by ITeS Participants, based on
QmAP (An
? Initiative started by ITeS Participants, based on
QmAP (An
Reverse Migration Model)
Reverse Migration Model)
LEP (Leadership Essentials Program)
?
LEP (Leadership Essentials Program)
?
? Customer Experience (ICE)-Training in 365
In-house
CGPA: 2.95 Media for 5 days CGPA:3.48 ? Customer Experience (ICE) - Training in 365
In-house
Media for 5 days
GRAMDARSHAN I - Shopping Experience, Cultural
?
COPC: 98 Quotient and Consumer Behaviour @ Kolarpatti, COPC: 90 GRAMDARSHAN I - Shopping Experience, Cultural
?
Panamaratupalayam and Koilnakkenpatti Quotient and Consumer Behaviour @ Kolarpatti,
LEP: 82 GRAMDARSHAN II - Rural Survey on Consumer Behaviour
? LEP: 81 Panamaratupalayam and Koilnakkenpatti
@ Thangadu - 23-012012 to 25-01-2012
GRAMDARSHAN II - Rural Survey on Consumer Behaviour
?
?PR OUTSOURCING PVT LTD, Assistant Operations
SOCIAL @ Thangadu - 23-012012 to 25-01-2012
Manager, Dec 2009 to Sep 2010
Quality Analyst, TCS e-serve LTD, October 08 – July 11
?
AB SOFTSOURCE PVT LTD, Accounts Manager/Customer
?
Relations Manager, Oct 2009 to Dec 2009 Senior Officer, H.S.B.C., Feb 06 – April 08
?
BIRLA SUN LIFE INSURANCE, Agency Manager, Sep 2008
? Payor Relationship Officer, Nittany Decision Services, July
?
to Feb 2009 05 – Jan 06
? SERVICES PVT LTD, Customer Senior Advisor/
3 GLOBAL
Subject Matter Expert, Jan 2007 to May 2008
?O R E S P O N D E Z , S r. C u st o m e r S e r v i c e
S PA N C
Representative, Dec 2005 to Oct 2007
TRAC MAIL PVT LTD, Sr. Customer Service Representative
?
and Report Analyst, March 2003 to Oct 2005
37 www.aegisglobalacademy.com