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Call Handler Resume Sample, Experience : 7 years

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Name of the Candidate:[Private]
Name of the Post Applied:Call Handler
Job related skills / software:Handling calls from customers and Healthcare professionals, Identification of adverse events, product complaints and medical enquiries, Documentation of adverse events, Documentation of product complaints.
Category:BPO Call Center, Back Office
Sub Category:Telemarketing Executive/ Telecaller
Years of Experience:7 years
State:Maharashtra
Gender:Male
Salary Expected per Month(Rs):90,000 to 1,00,000
Highest Qualification attained:B.Pharm. : Bachelor of Pharmacy
Major / Specialization:Pharmacy
Email Id:[Private]
 
Are you looking for job now?:Yes
Can the recruiter contact you?:Yes
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Resume Format / CV Sample Template / Example / Model :

    

Amol Thamke
Address  :
Flat No-101, EMI Bldg
Plot no. 94A, Sector 14
Koperkhairne, Navi Mumbai,
State- Maharastra - 400709

E-mail  :amol.thamke AT gmail.com
Mobile No  :+919769984993

Objective :
Seeking a long term employment that utilizes my skills in my area of competence and enriches my knowledge, and gives me a chance to be part of a team that contributes towards the growth of the organization, thereby yielding the twin benefits of job satisfaction and convenient professional growth

Profile at Glance :
7+ years of expertise working in the area of Pharmacovigilance, with rewards performance
Possess excellent interpersonal, communication & organizational skills

Cognizant Technologies Solutions :
Role  : Team Manager Operations(Sep 2014 till date)
Discuss/ suggest the way forward, improvement areas to the customer/process
Coordinating, managing, relationship building and becoming a successful interface between the process team and Ops Manager×
Leading operations team and ensuring quality of day to day service delivery.
Ensure the team is aligned to the goals set
Monitor to ensure goals set are met/ exceeded
Conduct internal reviews/ meetings to identify gaps & disseminate updates
Identify & drive opportunities to enhance Customer Experience
Identify cost optimization opportunities
Identify & suggest Business improvement opportunities
Executives should be able to look up to him/her for help, advice and guidance when required
Directs the organization of work within the team including duty roasters and vacations etc
Responsible for motivation level and retention of manpower.
Ensuring team’s performance in terms of compliance with SLAs.
Reporting to the manager on performance, status and any escalations
Managing assessment and development of team members
Setting benchmarks for the team
Handling Business continuity plan (BCP) exercise end to end process and share reports with the client twice a year and considered as BCP leader.
Creating and endorsing sops and its related activities and overall SOP controller.
Supervising training compliance and sharing reports with the client with training related activities
Participate in client and internal Audit
During client audit/ regulatory audit, would be considered as audit preparedness leader

Cognizant Technologies Solutions :
Role  : Team Leader Operations(May 2013 till Aug2014)

Responsibilities  :
Responsible for day to day activities, process flow and to lead the team from front.
Direct the work within team including weekly roster and leaves.
Responsible for motivation and retention of manpower.
Ensuring timelines and deliverables met as per client requirements.
Reporting to the manager on performance status and escalations.
Ensuring team’s performance, managing assessment and development of team members.
Help, advice and guide the team when required.
Ensure the team is aligned to the goals set & provides exemplary support to the customers.
Manage inbound & outbound call center team associates who provide Customer/ Technical Support.
Managing assessment and development of team members.
Identify competencies in the team & assign responsibilities accordingly.
Handling Supervisory calls and escalation.
Act as an interface between
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the operation team and the operations manager.

Cognizant Technologies Solutions :
Role  : Team Leader Quality(Aug 2011 to May 2013)

Responsibilities  :
Responsible for day to day activities, process flow and to lead the team from front.
Direct the work within team including weekly roster and leaves.
Client interaction on products complaints and responding client queries.
Ensuring timelines and deliverables met as per client requirements.
Reporting to the manager on performance status and escalations.
Ensuring team’s performance, managing assessment and development of team members.
Help, advice and guide the team when required.
Retention of manpower.
Updating product knowledge and setting benchmarks for the team.
Team coaching and motivating team for improving performance.
Coordinating with support staff for process improvement.
Handling RCA CAPA.
Handling client escalations for Product complaints and adverse events.
Responsible for monthly client reports and internal report publishing.
Ensure the team is aligned to the goals set & provides exemplary support to the customers.
Identify competencies in the team & assign responsibilities accordingly.

Cognizant Technologies Solutions :
Role  : Process Quality Analyst(Dec 2009 to Jul 2011)

Responsibilities  :
Identification of Adverse events, product complaint or medical enquiries for client’s medications.
Performing quality control of calls and cases to ensure information reported to client is complete and accurate.
Documentation of Product complaints and Adverse events to ensure completeness and accuracy of documented information.
Verify and capture product complaints and adverse events.
Quality Audit of product complaints and Adverse event reporting form.
Providing feedback for accurately documenting Product complaints and adverse events.
Quality Audit of the calls and submission of the completed AEM form within timelines.
Performing audio review of Product complaints and adverse events.

Cognizant Technologies Solutions;
Role  : Call Handler(Oct 2007 to Nov 2009)

Responsibilities  :
Handling calls from customers and Healthcare professionals, Identification of adverse events, product complaints and medical enquiries, Documentation of adverse events, Documentation of product complaints.

Achievements :
Created a robust attrition management plan with the executive leadership which brought the attrition down by 50% for the project
Frontline leadership award for quarter II 2013
May2011 Performer of the month (quality)
Associate of the quarter for quarter IV 2010 (quality)
Oct2010 Opel award for Performance (quality)
Jul2009 Opel award for performance (call handler)
Aug2008 Opel award for performance (call handler)

Professional Skills :
Client Management
Team Management
Coaching and Mentoring
Attrition Management
Process Optimization
Delivery Assurance

Academic Profile :
Bachelor of Pharmacy from Amravati University, India
Diploma in Pharmacyfrom S.K.W Institute of Pharmacy

Personal Details :
Languages known  : English, Hindi & Marathi
Marital Status  : Married
Nationality  : Indian

Declaration :
I hereby declare that all information provided here with are true to the best of my knowledge, information and belief.

Amol K Thamke

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