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BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Customer Service Assurance Resume Sample, Experience : 5 years

    

Biodata

Name of the Candidate:[Private]
Name of the Post Applied:Customer Service Assurance
Job related skills / software:Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation, Foster career advancement of the team members within the project or lateral movement, Manage team performance and responsible for the overall development of the team.
Category:BPO Call Center, Back Office
Sub Category:Team Leader / Subject Matter Expert
Years of Experience:5 years
State:Maharashtra
Gender:Male
Salary Expected per Month(Rs):20,000 to 25,000
Highest Qualification attained:12th. : HSC/+2
Major / Specialization:Maths
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 :

    

ProfessionalSynopsis  :
Over 5 years of extensive experience in knowledge maintenance, training & mentoring of new team members, client management, doing quality check for the entire team.

Self-motivated, team player and organised to keep pace with the fast changing environment.

Currently designated as Team Leader (Operations) at Rasient Technohub Pvt. Ltd. (Ghansoli, Navi Mumbai ).

Expertise in Managing teams, Process Training, interacting with clients from diverse cultures and efficient at consistently achieving SLA targets keeping customer satisfaction as the primary objective.

Honor of receiving various awards & recognitions based on Commendable Performance.

OrganizationalExperience  :
Operations Management  :
One Point One Solution, ( Turbhe, Navi Mumbai )
Jan 2015 – Jan 2017  : Customer Service Assurance,

Q connect, ( Thane, Loadha )
Jan 2017 – Mar 2019  : Customer Service Assurance,

Rasient Technohub Pvt. Ltd. ( Ghansoli, Navi Mumbai )
June 2019 – Till Date, As Team Leader, For Kotak ARD process as well Bajaj Finance.

One Point One Solution  :
Worked withOne Point One Solution. Customer Service Assurance Jan 2015 – Jan 2017 Worked on TATA Docomo SME Process, the job profile includes-

Prime job is Talking with the customer, and selling the Tata Docomo SME product.

Like - Leased line, Internet Leased line, PRI, Land line, Toll Free Number, Broad Band, VPN, SIP Trunk Services, The job calls for maintaining a high degree of Quality standards and 100% accuracy in the process, as slated by the client.

Q connect  :
Worked with Q connect. Customer Service Assurance Jan 2017 – March 2019 Worked on Three Different Process,

Bank of India, 2) Axis Bank, 3) Kotak ARD.

In Bank of India Process, handling the Right of bucket customer As well handling the Escalation calls & Achieving the monthly Target.

In Axis Bank Process, Handling the NPA bucket customer for the Personal Loan & Vehicle loan as well Credit card, As well handling the Escalation calls, & Achieving the monthly Target.

In KOTAK ARD Process, handling the 10 Year Old customers (handling the Right of bucket customer) As well handling the Escalation calls & Achieving the monthly Target.

Rasient Technohub Pvt.
Ltd. 
:
** Manage a team of approx. 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded.
** Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateral movement.
** Manage team performance and responsible for the overall development of the team.
** Manage and strengthen Client Relationship.
** Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.
** Excellent knowledge of all collection policies, procedures and processes.
** Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
** Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint.
** Excellent time management and organizational skills.
** Interpersonal Skills – able to work effectively with other employees, patients and external parties.
** Strong understanding of systems utilized in collection process.
** Excellent decision-making and problem-solving skills in routine and non-routine situations.
** Policies and Procedures – demonstrates knowledge and understanding of organizational policies, procedures and systems.

Date  :
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