BPO Call Center, Back Office >> Process Associate / Executive 
Process Associate Resume Sample, Experience : 7 years

Mercy Emilet.S
mercy.emilet AT gmail.com

Obejective :
To strive for Excellence in the field of Operations – with dedication, positive attitude and self driven passion to contribute towards the development of organization with impressive performance to the company enabling me to work and achieve for self-orientated goals.

Professional Experience :
Atos IT solutions and Services Pvt Ltd., (Formerly known as Siemens)
For Siemens Metering Services., UK – amanagement division of Siemens Plc
Role - Officer Process (April 2007–March 2013)

Responsibilities :
** Undertake back office processing/ analytical activities.
** Evaluation of jobs/correspondence received and to identify, analyze and do root cause analysis and sent it to settlement.
** Constantly work with the team in work allocation and execution.
** Maintained outstanding customer relationship through e-mails
** Capture, maintain and update data in a timely, complete and accurate manner.
** Participation in ongoing review of procedures and productivity improvement initiatives
** Suggest process improvements and personal initiatives and practices.
** Maintain a utilization report, update daily MIS and report to the manager.
** Ability to follow instructions well and make decisions without supervision
** Resolve issues regarding processes and procedures in a timely and effective manner.
** MIS and administrative support to team members / mentoring the new cellmembers
** Providing mentoring/support to new team members
** Maintained a flexible approach to responsibilities and tasks

Highlights of tenure  :
** Received an award for “Outstanding performance in Productivity and Quality”


from the Operations.
** Received many award from the Operations for the implemented lean initiatives.
** Direct appreciation from the customer for the significant increase in settlement performance.

Aegis BPOServices PvtLtd.,For Hutchison Essar South Ltd., Chennai :
Role – Customer Service Executive(Nov 2005 – Mar 2007)

Responsibilities :
** Resolved customer’s complaints on as-needed basis.
** Interact with other function / department and collate the final response to communicate back to the customers.
** Handled escalated customer issues and queries.
** Maintain the service levels and quality parameters.
** Training new agents on the Oracle CRM applications and product updates.
** Track and monitor,preparedaily Productivity Reports, and update in MIS.

Highlights of tenure  :
I have received “Star of the Month” for the best performance in the team with good quality scores.

Education :
2002-2005 Ethiraj College for Women, Chennai
Bachelor of Science in Zoology – (First Class)
2000-2002 Seventh-DayAdventist Mat Hr Sec School, Chennai
Matriculation Higher Secondary – (First Class)

Technical Skills :
Platforms Worked  : Citrix Metaframe, PuTTY (Telnet)
Microsoft Outlook Web Access.
Operating Systems  : MS Office, Windows 98, 2000, XP
Database  : MS-Access

Personal Profile :
Father’s Name  : Shankar.K
Date of Birth  : 30-05-1985
Nationality  : Indian
Marital Status  : Married

Interests and Activities :
Music, Surfing the Net and reading.

Date :
Place  :