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Objectives

To synchronize my career objectives along with organizational goals through my hard work and dedication

Skills

  • Team Manager

    Advanced
    Years of Experience: 2 years
    • More than 6 years’ successful experience in Customer Service
    • Sales
    • & Training with recognized strengths in problem-solving and trouble-shooting
    • designing & publishing Performance Dashboards
    • sales staff support
    • and planning/implementing proactive procedures and systems to avoid problems in the first place. P
    • Microsoft Word
    • Microsoft PowerPoint
    • Lotus 1-2-3 etc. Ability to train
    • motivate
    • and supervise customer service/sales teams. Develop plan
    • conduct audits and variance analyses
    • and maintain/update accurate inventories. SPOC for Complaints Handling/Breaches & two major Cross
    • helping them drive performance.

Work Experience

  • Assistant Manager

    2003 May - Present
    Exl services.com(I) ltd.
    Noida, Uttar Pradesh, India

    Handling a Customer Service cum Sales Team, responsible for Sales & C-SAT Target achievement.

    Supporting sales reps in selling new Insurance Policies and upgrading existing policies & services.

    Quickly and effectively solve customer challenges/complaints.

    Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.Training, Coaching & Mentoring the team.Work on Process Improvement Initiatives.

    Projects:

    • Improving AHT
      The project was aimed at reducing average handling time by the advisors.It was a huge success as it brought the AHT from 8.5 to 7.5 mins
    • Project Blaze
      This project was launched to improve the CSAT scores of the center. It was also a huge success as the CSAT scores went upto 85% from 69%.I played a pivotal role in the success of this project.

    Achievements:

    • Won the annual townhall award for performance three times in a row
    • My team was the top performing team for the year 2006

Academic Background

  • Bachelor of Arts Degree

    St Fidelis Inter College
    Noida, Uttar Pradesh, India
    Major: English

Reference

Ambrish Ranjan

Assistant Manager
Exlservcie.com(I) Ltd.
mobile Phone (0)9910269041
Email hanu_amby2002@yahoo.co.in
B-99, Kendriya Vihar  Sector 51
Noida
201301