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[QUOTE=Guest-IJT;112422][b]Name [/b]: Feroz Khan [b]Email [/b]: fjkhan AT hotmail.com [b]Designation / Skillset[/b] : Lead Advisor [u][b]Resume[/b][/u] : [b]Total Work Experience [/b]: 12yrs ( I ) [b]Present Profile [/b]: Working with 3 Global Services Pvt Ltd since November 2005 [b]Designation [/b]: Lead Advisor [b]Objective [/b]: To obtain a responsible and career orientated position in your company wherein I can enhance my knowledge and contribute to the growth of the company. [b]Strengths [/b]: Highly motivated professional and a Team Player. Keen on learning new technologies and possesses excellent communication skills. [b]Skills [/b]: - Good background in computers and basic troubleshooting. - Work independently as well as a team player. - Keen sense of organization. - Adaptable and flexible with the capability to accept change. - Positive, enthusiastic and committed. [b]Description [/b]: - Troubleshooting Technical queries for mobile handsets & modems and Other Service related queries.. - Adhering to client standards and achieving the targets in stipulated time. - Conduct monitoring, share feedback & coach the team members. - Worked in tandem with various departments like TSI,MBB, Fault Management & MNP to develop processes which helps to increase production levels and to provide enhanced customer service to the incoming customers for the team.. - Provide second level technical support to team members and take escalation calls for the team. - A part of Quality Hawks project run for the TSI floor ,wherein my job profile includes doing quality monitoring and improving the performance of the teams by giving them timely feedback and taking sessions with them. - Prior to being shifted to TSI , I was providing responsive and competent Customer support to customers through phone in various areas as a part of the Post – Pay team.. - A part of the MBB pilot batch. - A part of the Repeat Call Project for MBB , where in my profile was to do the analysis of the data for the repeat calls to the contact center & outcall the customers & provide end to end resolution and also provide any product or process feedbacks which would help in reducing the repeat calls to the contact centre & enhance customer experience. - Currently a Part of Pilot Batch for MNP providing end to end resolution to the customers facing issues after porting in their numbers from other Network Providers & also customers porting out. [b]Achievements [/b]: - Always been a consistent performer & ranked among the top 10 advisors on the floor. - Always contributed to the team in achieving the top 5 positions on the floor consistently. - Been part of the team winning the Dream Team Award for TSI twice. - Awarded Best Overall Performer for MBB for the year 2008. ( II) Wipro Spectramind Services Pvt Ltd ( Jan 2004 - Nov 2005 ) [b]Designation [/b]: POC( ACTING TEAM LEADER ) of WINTECH queue [b]Process [/b]: America Online [b]Team Size [/b]: 10-12 [b]Client [/b]: Wipro BPO ( Formerly Wipro Spectramind Ltd.) [b]Role [/b]: Point of Contact( Acting Team Leader ) / level 2Technical Associate [b]Process [/b]: Technical Helpdesk for America Online ISP [b]Environment [/b]: Windows 2000, [b]Description [/b]: - Troubleshooting 24/7 an international ISP America Online on multiple platforms. - Responsible for managing a Team of 10 plus agents providing - Customer Support and followed the reporting procedures. - Adhered to client standards and ensured the team achieves the targets in stipulated time. - Coordination with clients for escalations. - Manage Attendance and attendance incentives for the team. - Conduct monitoring, share feedback & coach the team members. - Worked in tandem with various departments like Quality, Training and develop process in coordination with them for increased production levels and to provide enhanced customer service to the incoming customers. - Provide second level technical support to consultants and take escalation calls. - Prior to handling a team I was a part of quality wherein my job profile included doing quality monitoring and improving the performance of various teams by giving them timely feedback and taking sessions with them. - Prior to being shifted to quality, I was providing responsive and competent technical support to customers through phone in areas of Internet Connection for the AOL process. [b]Achievements [/b]: - Ranked Number 1 consultant in AHT in Nov 2003 in Wipro BPO. - Ranked Top consultant for the year 2004 in Wipro BPO. - My team always ranked in the top 5 list consistently. - I was also consistently ranked amongst the top 25 consultants consistently throughout the time I was taking calls. .. ( III ) [b]CAT Consultancy Services ( Aug 1997- Dec 2003 ) [/b]: - My responsibilities included hardware troubleshooting. - My core competency was into assembly of Personal Computers , right from setting up hardware and also installation of the OS and supporting softwares. - Work profile also included setting up LAN netwoks for small offices and also the necessary peripherals like printers, scanners etc and also setting up subsequent support systems. - I also frequently visited the clients’ site to ensure the smooth functioning of the systems and thereby creating a better client satisfaction index and hence increasing my company’s business [b]Educational Qualifications [/b]: CERTIFICATE/ DEGREE SCHOOL/ COLLEGE BOARD/ UNIVERSITY PERCENTAGE S.S.C ST. THERESA’S HIGH SCHOOL, BANDRA MAHARASHTRA 72% H.S.C National College Maharashtra 64% Diploma In Electrical Engg. M.H.SABOO SIDDIK COLLEGE OF ENGG.BYCULLA BOARD OF TECH. EDUCATION. MUMBAI 64% DIPLOMA IN COMP. H/W ENGG. NALANDA COMPUTER EDUCATION. BANDRA 80% ------------------------------------------------------- [b]More Information about this submission and submitter [/b]:- ___________________________________________________ [b]Submission ID [/b]: 4204723 Date & Time : 2nd Jun 2011 7:27 PM (UTC) IP Address : 115.249.115.244 Browser Info : Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 2.0.50727; .NET CLR 1.1.4322; .NET CLR 3.0.04506.30; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729) Predicted Country : India[/QUOTE]
