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BPO Call Center, Back Office >> BPO Team Lead 
Customer Care Team Lead Resume Sample, Experience : 8 years

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Name of the Candidate:[Private]
Name of the Post Applied:Customer Care Team Lead
Job related skills / software:Process Specialist/Knowledge Champion for Content and Deployment Management and Telecom operations
Category:BPO Call Center, Back Office
Sub Category:BPO Team Lead
Years of Experience:8 years
Salary Expected per Month(Rs):40,000 to 50,000
Highest Qualification attained:B.C.S. / BCS : Bachelor of Computer Science
Major / Specialization:Computer Science
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 :


Career Objective :
Seeking career with tremendous scope for the creation and development of versatility and involving intensive interaction with the clientele and the work force and acquire expertise in the given field of activity

Professional Summary :
** Overall Work Experience - 7 Years and 8 months
** Currently associated with Accenture Technologies - Responsible for creating orders in BMC Remedy and providing L1 support by raising major and critical cases in coordination with L2, Service management group and Client.
** Four years with Infosys BPO in the capacity of Process Specialist/Knowledge Champion for Content and Deployment Management and Telecom operations
** 2.8 Years experience with eClerx Services Limited, Pune – eCommerce Operations (SKU Mgmt, SOW Mgmt, SWOT analysis, Market research)

Skills & Competency :
People Management :
** Handling Team of 4 employees that included associates for Level 1 support
** Training the team on various skills and managing performance metrics and giving monthly score cards
** Motivated, Mentored, and encouraged the team to drive the focus towards the goals/KRAs defined

Client Management  :
** Handling all the escalated calls /tickets and providing support to the team
** Handling STP by scaling the work, designing a reporting methodology including all the end to end activities

Process Development & Re-engineering  :
** Performed FMEA in partnership with Quality Team to identify the loose ends of the process and built appropriate controls to minimize the threats to failure
** Created various SOPs and defined process level checklists as aid-to-perform for the operations team
** Analyze performance results, identify opportunities, plan, correct and implement new process changes

Achievements :
** Rewarded with the extra miler award for the month of Dec -2012 for supporting and helping the team being the knowledge champion
** Best Idea reward received from the Quality team while building macros for the content management tool
** Chosen among 270+ employees and Awarded as the “Analyst of the Year” in December 2010
** Awarded as “Analyst of the Quarter” for best performance with highest quality ratings for Oct-Dec 2009
** Rewarded by the Team manager as the best team member for managing and coordinating among team members and resolving their queries
** 8 Spot rewards received on various occasions for highest productivity /quality and managing the team

Certifications :
** ITIL V3 Foundation certification from Exin Technology
** Management Information System – Symbiosis Centre of Distance Learning, Pune

Others (Soft Skills) :
** Milestone 3.0 – professional workshop
** Telecom 100 Certification
** Client Satisfaction -100 Certification
** Communication and Presentation Skills
** Interpersonal Effectiveness & Influencing Skills
** Problem Solving and Decision Making
** Analytical ability

Educational and Technical Qualifications :
Bachelor of Computer Science (64% from Shivaji University, Kolhapur)

Work Experience Details :
Tech Mahindra Senior Customer Service Associate (Vodafone Hutchinson Australia, ITSM} – Oct 2013 to June 2014

Provide Support (Tier I level) to Vodafone global, Hutchison Clients/L2, L3 Teams for Infrastructure & maintenance support for Microsoft Windows 2003 & Enterprise, Unix Servers & Applications on BSS IT Service Desk with ITIL Terminology understandings.
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Create ticket for incident or request, produce monitoring and Server health check reports, and analyze the Incident and SR assigned in the service desk queue effectively in a timely manner to produce the root cause within SLA.

Single Point of Contact for VHA clients & L2/L3 teams :
** Infrastructure & maintenance support for Microsoft Windows 2003 & Enterprise, Unix Servers & Applications.
** Responding to calls/emails/portal requests. Report technical Incidents/issues to Operation Center.
** Coordination with Internal L2/Incident Managers, External teams (Nokia Siemens Network, TCS, ASG, Dimension Data, 3G Mumbai IT) & Clients regarding update, follow-ups on incident within SLA till the ticket closure.
** Co-ordination with Problem & Change management for Sev1, Sev2 Incidents.
** Handle Escalations from VHA stake holders/Clients in a very precise manner.
** Involve Incident managers and L2/L3 teams for any Sev1, Sev2 issues reported.
** Run Bridges for the High potential issues with L2/L3 & vendors for the expedite resolution.
** HPOV server Alarms/ Console monitoring.
** Managing the service desk queue

Infosys BPO, Process Specialist (Global Marketing Information) :
** Responsible for well-planned release and deployment management – Deploy releases into production and enable effective use of the service in order to deliver value to the customer
** Quality checks for Content to one of the top US clientele – reviewing the content per the style guide and sales manual terms requirements
** Involved in activities like authoring content for online launches, pre go-live audits and post go live audits

Project BT Infonet :
SSP Access : - Worked for BT Infonet for the delivery of DSL Access across the globe. Responsible for placing orders on behalf of BT and supplier for customers like Nestle, Cadbury, Schenker for iworks and Hybrid VPN .The role included creating orders in Siebel and validating them for further processing and ensuring that the order is completed in the defined SLA and timelines. Handing all the escalated calls and resolving queries for customers

eClerxServices Limited - Pune :
** Senior Associate (Pricing, Reporting, Online & Data Management)
** Leading the eCommerce Process for EMEA and APJ regions of the Client
** Involve and Lead the activities like SKU & SOW Management, Competitive Business/Market Analysis, Pricing, Project Management, and Content Management for the client
** Manage Content Development and SOW Management work through SharePoint, which includes creating workflows, approvals, submissions and governance. SharePoint usage also includes hosting meetings, recording minutes, updating trackers and managing documents
** Content management includes activities like drafting and online hosting of the content for services pages on the website, periodical audits, new page creation, modifications and retiring existing pages etc.
** Doing Market Research and performing SWOT Analysis for the Client before some action planningfor the Services Sector

Extra Curricular Activities & Achievements :
** Active member of the Fun Team in eClerx – Organized various games and fun activity sessions for the team
** Participated in the Fancy Dress Competition and T-Shirt Painting competition
** Participated in eClerx Talent Hunt competition

Personal Details :
Gayatri Vijaykumar Patil

Date :
Place  :


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