Education :
Bachelor in Commerce, University of Mumbai, India, 2005
Achievements :
Achieved the Performer of the Month from Oct till Dec’2009 for achieving collection targets in Citi Financial.
Achieved the Performer of the Quarter by Spanco – Nov’09 to Jan’10.
Achieved the Performer of the month of Dec 2011, Best Team rewards, In Month of Feb 2012 Best Team awards & Incentives. First source BPO Pvt.Ltd.
Achieved the Performer of the Quarter by First Source BPO Pvt. Ltd – Jan to Mar’2012 Best Team awards for 0% Attrition ,Below 10 % Shrinkage & Over all productivity. (Awards & Incentives.)
Job Experience :
First Source BPO : (Currently Working Since Nov 2010 To Till date)
Process Leader :
To generate business, basic needs are people management, developing business strategies, crossing break-even point and heads towards profit earning, client and service level achievement, Quality and on time service, etc
Preparing daily, weekly and monthly reports for the Client and Management.
Managing performance, coaching and energizing Team Members to ensure daily, weekly, monthly achievement of service level and individual team performance.
Meeting client expectations.
Carrying out audits for the team.
Conducting motivational activities.
Co-operation with other departments. – Co-coordinating
Recruiting new hires for the process.
Handling the portfolio for Airtel Telemedia SME customers.
Spanco BPO Services Pvt. Ltd. : Mumbai ( 14th Apr, 2008 – Nov 2010)
Team Leader :
Lead and coordinate the day-to-day activities of the team
Ability to lead/supervise a team, Coordination of all Operational activities
Cultivating environment of trust, teamwork, self-confidence and ownership within the team.
Archive all necessary information for audit purposes according to quality and security requirements, to ensure reliable and timely retrieval of documentation and information.
Perform the assigned activities so as to yield timely and achieving targets laid by client from time to time.
Analyzing the agent productivity, laying action plans to optimally utilize the resources for enhancement of productivity.
Reliance DAKC in Koparkhairne : (4th Apr, 2007 to 12th Apr, 2008)
Customer care Executive :
Answer phones and respond to customer requests.
Provide customers with product and service information.
Transfer customer calls to appropriate staff.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquires not immediately resolved.
Complete call logs and reports.
Research billing issues and research misapplied payments.
Recognize, document and alert the supervisor of trends in customer calls.
Handling Supervisory escalations.
Adventity BPO India Pvt Ltd.
:Thane (1st Feb, 2006 to 20th Mar, 2007)
Customer Relationship Officer :
Handling collection for ICICI retail asset holders.
Highly service-oriented and an effective team player.
Able to handle customer disputes and offer appropriate solution.
Demonstrates effective problem-solving skills.
Grooming new hired employees on systems and daily activities required as per the process.
Other Qualification :
Computer basics & MSCIT.
Place : Mumbai
Date :