A competent professional with 7.0 years' experience in Customer Service, Backend Operations in the Telecom sector.
*Deftness in monitoringcompliance with the SLAs & work processes, with effective resolution of escalations within turnaround time.
*Ability to support and sustain a positive work environment that fosters team performance. Possess proactive attitude, capability to think in & out of the box.
*Excellent interpersonal, communication and organizational skills.
Focused on customer satisfaction
Management of remote employees
Training and development
03/2012 to 05/2013
Assistant ManagerSpice Digital
Ensure team leaders are trained and motivated to perform their tasks.
Ensure attrition is within 5% on monthly basis.
Identifies and develops high potential staff as a back up & succession planning at all levels.
Ensure staff is adequately trained to perform the tasks assigned to them.
Monitor individual performance and providing timely /specific feedback to individuals in a constructive manner.
Conduct team meetings for sharing information, reviewing team progress on deliverables/projects etc.
Ensure staff is engaged & motivated-indentify/address concerns.
Encourage staff to have yearly leave planning.
Ensure regular progress/feedback is communicated to TL/QA & team members.
Ensure annual appraisals are conducted as per guidelines & completed within the stipulated deadlines.
Identifying the training gaps & taking corrective actions for its fulfillment.
Implementing Migrations/Organizational Changes.
Work closely with Manager to ensure process migrations/ organization changes are properly planned and communicated to staff.
Ensure successful implementation of migrations / changes as per plan / guidelines/frameworks provided.
12/2004 to 12/2007
Executive, HNITata Teleservices Ltd
Customer Service Backend:.
Routing customer complaints & products features to the respective functions.
Manage client interactions and customer support at higher levels.
Weekly & Monthly review of Service Operations for the Zone.
SLA adherence / complaints per Subs adherence for Agra Zone.
Handling chronic billing issues for the zone.
Retention & Loyalty activity for the zone.
Root cause analysis and implementation of proactive resolution.
Retail Service Operations:.
Motivating and grooming the front office team.
Conducting regular review meetings with team.
Maintaining a track on the Quality of the front office.
Handling, Scheduling and maintaining Service levels of the front office Team.
Responsible for coaching of Team.
Responsible for knowledge sharing among the agents.
Information updates, Customer Education material at retail touch points.
05/2003 to 11/2004
Front Service Desk ExecutiveReliance Web World
A Reliance Infocom Service point), Agra Activation of new subscribers and compilation daily activation report.
Welcome calls to all subscribers for update and reconfirmation of services offered.
Handling walk-in subscribers visiting Web world.
Recording of request / complaints and its resolution to end-users.
Out calling to the subscribers on daily basis after resolution of their complaints.
Co-ordination with district branch for subscriber related activity.
Handling walks in sales and lead generation thru references.
11/2002 to 04/2003
Customer Service ExecutiveEscotel Mobile Communications Ltd
Worked with Franchisee Outlet, Agra) Recording of request/ complaints and its resolution to end users.
Out calling to the subscribers on daily basis after resolution of complaints.
Maintenance of complete back office data for faster resolution.
Handling of collection MIS.
Out calling to High Users (Club Royale) and ensuring complete satisfaction for services.
Achievements & Training.
TATA Town hall "Superstar" award for year 2006-2007.
Adjudged Best Customer service executive for June 06', Aug 06', & Jan 07' (Agra Zone).
Completed Two Six Sigma GB Project on.
Reduction in First Bill Default for Agra Cluster.
This project resulted in cost saving of Rs.
Reduction of Complaint on Payment Not Posted for UPW.
This project resulted in cost saving of Rs.
PROPEL Certification for Six Sigma Team - Part of Agra winning Team for 2005-06'.
Process development for.
E-Mail updation for UP West subscribers.
Implementation of Customer Feedback Forms at touch points.
Telephonic recharge of prepaid accounts.
Six Sigma Green Belt - By Motorola University Singapore, (7 Days Program for Six Sigma).
Trained Customer Service Professional - Tata Teleservices Corporate Training.
Customer Service - By Sales Campus.
Service Plus - by MDF Escotel Mobile Communications Ltd, for developing the service oriented work environment.
Master: Business AdministrationBusiness Administration
MBAAgra University year
Master of Commerce (M.Com)Agra University
Bachelor: Information TechnologyManipal UniversityIndiaInformation Technology
E-Commerce Aptech Certified Computer Professional (E-Accp) from Aptech 3 yr. course
*Personal DetailsMarital Status : Married
billing, coaching, Corporate Training, client, Customer Service, customer support, E-Commerce, E-Mail, features, Forms, front office, meetings, office, MIS, Motorola, Organizational, Process development, progress, Quality, QA, Recording, Retail, Routing, Sales, Scheduling, Six Sigma, SLA, Team Management