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Objectives

Career Objective

To create niche for myself in remote processing (preferably customer care services) by maximizing key learning opportunities, thereby, facilitating personal growth and all round development.

Skills

  • Team Leader,Mentor,SME

    Advanced
    Years of Experience: 3 years

Work Experience

  • Sr. Customer care officer

    2006 January - Present
    Company Name Hidden
    Mumbai, Maharashtra, India

    Assignments

    •Give solution to the customer queries related to mobile services.

    •Handle Team in absences of Team leader and also helping the Team Leader in analyzing and reporting various business metrics such as “Headcount”, “Scheduling as per roistering”, “Schedule adherence”, “Productivity” etc.

    •Conducting audits, identifying training needs & assisting with classroom, refresher and on-the-job training within the group.

    •Preparing Monthly Performance Review of the team members and sharing Plan of Action for the next month with the team leader.

    •Participating in Calibration sessions with the Quality Team and the Client.

    •Analyzing data and conducting Developmental and Motivational feedback sessions across the teams.

    •Grooming junior agents for next level- SME Role, Mentors etc.

    •Outsourcing responsibilities to junior agents, which help them, understand process better.

    •Developed CSAT improvement plan, which helped Program to achieve CSAT from 75% to 80% consistently.

    •Helping team leader in creating, compiling and presenting process performance levels to senior management monthly on MS PowerPoint.

    Achievements:

    • 1.I was appreciated by client for a call in which I scored 10 in CSI and 10 in quality for the first time in the company.
      2.The Client for successfully achieving SLA targets for consecutive 6months appreciated me.(Outstanding Performance)
      3.Got awarded by client as name got shortlisted in "Top 16 Advisor" with the headcount of 2500 employees.

Academic Background

  • Master's Degree

    Ajmer University
    Mumbai, Maharashtra, India
    Major: Commerce
    / B.com

Professional Awards

  • Sr.Cutomer care officer

    Convergys Pvt.Ltd.

Security Clearance

  • Confidential

Reference

Available upon request