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BPO Call Center, Back Office >> Customer Care Executive 
Customer Service Agent Resume Sample, Experience : 2 years

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Name of the Candidate:[Private]
Name of the Post Applied:Customer Service Agent
Job related skills / software:Operations/ Client Relations Representative
Category:BPO Call Center, Back Office
Sub Category:Customer Care Executive
Years of Experience:2 years
State:Andhra Pradesh
Salary Expected per Month(Rs):Negotiable
Highest Qualification attained:B.A : Bachelor of Arts
Major / Specialization:History
Email Id:[Private]
Are you looking for job now?:No
Can the recruiter contact you?:No
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Resume Format / CV Sample Template / Example / Model :


Career Objective:
To develop personal skills and grow in an organization which demands excellence and quality. To use acquired skill sets in the growth of the Organization.
Educational Qualification:
University: Sri Venkateswara University
College: J.B.Degree College
Degree: B.A. (Regular) from S.V.University
Board: Board of Intermediate Education, Govt of Andhra Pradesh
College: J.B.Junior College
Group: H.E.C.
Percentage of Marks: 75%
Board: Secondary School of Education
School’s name: Railway mixed high school
Percentage of Marks: 95%
Work Experience:
Worked with ADP from 14th April 2008 till 31st December 2009
Working with C3I as a customer service agent from 8th Aug till date
Role in process Transition
**Leading the team of 3 members in transitioning a process
**Responsible to understand and absorb process downloads of successful Transition.
**Point of contact for the client
**Leading conference calls, preparing dashboards for reporting purpose.
**Pre-Quality checks done for work completed at India.
**Responsible for maintaining turn around time
**Operations included the CTQ’S like:
**Maintaining Average Handle Time of 180 Seconds
**Call Quality was maintained at 100%
**Soft Skill Scores were above 90%
**Ecvoc had no dissatisfies
This is a Clustered Process and was very critical to the client.

The job profile had the following features
**Maintaining direct contact with the Client
**Completing work cases that are given by the client and responding back within the turn around time.
**Preparing reports and providing accurate information to the client as per requirement.
Business Developments Lean Ideas:
Had successfully 4 Lean ideas approved by the Client on Process improvement Measures**
The lean Ideas were implemented which resulted in
**1 Call resolution to the customer
**Reduction in the volume of calls
**ECVOC results reflected more customers satisfies
Escalated Help Desk:
In a short span of time was placed on the escalated help desk to take escalated calls.
Was responsible for conducting Process Huddles on process updates.
Floor Walking and helping the New Hires to come up the learning curve
**Was responsible for creating and assigning case numbers for disputed charges.
**Maintaining Turn around time very effectively for the assigning cases and resolving disputes.
**Had a key role to cover while transitioning process work to India..
**Trained a team of 6 associates in a span of 3 weeks to start production effectively
**Preparing reports on a weekly basis and reporting it to the Client
**Setting up conference calls with clients on operational aspects for the smooth running of the process.


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