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[QUOTE=Guest-IJT;124055]Gunjan Kapil

Email: [EMAIL="gunjan.kapil7@gmail.com"]gunjan.kapil7@gmail.com[/EMAIL]      	
________________________________________
Seeking assignments in Relationship Management with a high growth oriented organization. 
Professional Profile
	A Result-oriented professional with 4.6 years of experience in IT major companies.
	Certified Microsoft Office Specialist- Excel.
	Possess excellent interpersonal, communication and organisational  skills with proven abilities in training & development, customer  relationship management and planning.
	Ensuring that highest service standards are maintained for servicing of clients and maintaining minimum turn-around-time.
	Interfacing with clients for understanding their requirements &  suggesting the most viable solutions / products and cultivating  relations with them for customer retention & securing repeat  business. 
	Leading, training & monitoring the performance of team members to  ensure efficiency in business operations and meeting of individual &  group targets.

Aricent Technologies (Cisco TAC) – May’10 till date

As Quality Executive
Role:
	Service Request Reviews –Open & Closed SR reviews for the  engineers based on GCI (Global Consistency Initiative) parameters.
	Follow up on Reviews on regular basis.
	One on One Feedbacks to engineers based on the reviews done.
	Preparing daily, weekly reports using Microsoft Excel tools like Pivot, Formulas, and Data Validation etc.
	New Hire and Refresher Session of GCI.
	Fortnightly Calibration sessions with Team Managers.
	Daily review sessions for their respective domains. - 
	Track and Analyze overall quality levels of individuals and teams in order prepare the defect analysis report.
	Conducting Interviews and Training.
	Delivered successful trainings to new hires.

Achievements and Projects:
	Streamlined training process by preparing Training Module.
	Contributed in helping the organisation improve the T-Survey score by conducting need base training.

Dell International Service – Aug’06 till Apr’10

As Customer Service Expert
Role:
	Implement the time & scale management technique to reduce time wastage and increase productivity.
	Building Relationships with the management and clients. 
	Developing the analytical approach to solve the problems and organize  customer’s accounts efficiently under pressure of meeting the targets.  
	Take appropriate steps in order to resolve customer issues as per business policy and procedures.
	Mentoring and coaching direct reports, providing them feedbacks on professional and personal up scaling.
	Preparing defect analysis report for the team.
	Deliver feedback to management to assist in the creation of  performance improvement goals and the development of training programs.
	Conduct internal call calibration with Quality/Operations to ensure business operational standards are met.
	Coaching and providing feedback on Communication Skills, Customer  Handling Skills, Call Resolution, Policy and Business Compliance  Parameter.
	Perform quality checks, develop and review performance reports,  identify areas to improve, and implement measures to improve performance  levels and meet business/operational objectives.
	Actively used quality management system to compile, track and trend agent performance.
	Analyze and track overall quality levels by individual, team, and department to identify trends and problems.
	Recognizing and celebrating achievement of quality-related goals.

Achievements:
	Reduced the transaction time by 10% for the whole team.
	Certified for the Best customer satisfaction survey.
	Ranked 1st twice for overall performance.
	Contributed in improving the company policy from business and customers point of view.

Projects:
	Took initiatives for process improvement, which further streamlined the process (SOP) 
	Worked as a trainer on the board for effective process implement to enhance the customer experience 
	Conducted customer’s account audits for the site.
	Worked in process development and implementation team for the site.
	Contributed in coordination with other departments widely located in the country.
	Responsible for conducting Fun Activities for the site.

Academic

	Bachelors of Arts from Punjab University, Chandigarh, India in 2009.

o	Major Subjects: English Compulsory, English Elective, Sociology, Public Administration, History and Culture of Punjab.
o	Overall Score-  67%

	Pursuing MBA in International Business

Extra Curricular Activities
	Worked for international community service organization called Lions  club for generating funds for victims of tsunami in India.
	As a Head Girl and a member of the organizing committee of the school, I had organized several events during the term.
	
IT Skills

	Certified Microsoft Office Specialist – Excel.
	Well versed with MS Office – Expertise in PowerPoint and Publisher.

References: Available on Request.[/QUOTE]

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