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Karmik Management Services Pvt Ltd : Lucknow
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[QUOTE=Guest;143966]ABHISHEK SRIVASTAVA [b]Email [/b]: abhishek20051109 AT gmail.com , Objectives To be part of a professionally managed organization and to assist it in achieving desires objectives by employing my abilities and professional skills. To constantly strive towards perfection in my field through total dedication and hard work. To be a valuable asset for the organization and prosper along with it. [b]Reliance Communications, Sitapur, Uttar Pradesh [/b]: Since Sept’07 to April’2011 Joined as Cluster Customer Care Executive – Prepaid and rose to the post of Cluster Customer Care Lead Accountabilities 1. Provide a FTR (First Time Resolution) to customer on Time at MRMS & FOFO. 2. Update the current prepaid & postpaid Acquisition plans, Recharge voucher, Handset Scheme, New STV, & many more info, pass to Channel Partners & CRE’s. 3. Analysis of repetitive complaints and working on towards reduction of complaints repetitive in nature. 4. Closed the All SR’s within SLA (Standard Level Adherence). 5. C-Sat, R-Sat and I-Sat maintain the Score for Month on Month. 6. Pre 2Post migration Targets Achieved Month on Month. 7. Take Up Complaints both CDMA & GSM regarding any Issue(such as Network, SIM Related, MDN retain, DT/GT/ER issues, Retailers Complaint etc) 8. Focus on High Speed Data Cards (HSD Broad Band). 9. Focus on MNP (Mobile Number Portability). Channel Care Responsibilities 1. Monitor the performance of RMS & FOFO’s & takes corrective actions. 2. Training to Customer care staff at all Channel FSD’s. 3. Ensuring that Customer is satisfied with resolution provided to him. 4. To ensure that all critical customer policies are disseminated to all the MRMS. 6. Implementation of audit process for upkeep of the Reliance stores. 6. Maintain the C_SAT score in Every Month. Certified Product Trainer 1. To ensure weekly product training done in cluster. 2. To maintain & develop personal skills & knowledge o ensure currency of training & development initiatives 3. To Undertake continuous assessment/evaluation of the training programme, ensuring tha it is appropriate to the needs of FSDs, FOS & Distributors. 4. Full understanding of all the products (post paid tariffs, prepaid tariffs, FWP/Mobile/Data),USB Modem, PCMCIA, Handsets, Calling Cards and PCO) TATA Tele Services Working in a TATA Tele Services as an Asst. Customer Care in Postpaid (BU-HNI) & Prepaid (CMBU) TECH & NON TECH Complaint Dept. (Including Arcatel, Telecordia, PTB, Recharging issues, SMS issues & more function) 22nd April 2006 to 14th May 2007. Accountabilities 1. Taking care of all the Tech complaints of UP (east & west).Resolving complaints as per their complaints nature Dispatching complaints to the JE’s for complaints visit and also resolving issues thru calling up Complaints closer within SLA. Co-ordinating to the cluster and corporate office for different complaints related issue. Also looking after UP-East MIS (SLA-Adherence repot) in substitute of MIS in Under Working in CRM (CUSTOMER RELATIONSHIP MANAGEMENT) 2. Handling different type of non tech complaints and resolving them within SLA time 3. Work in TIPPS. 4. Handle in Dialer. 5. Preparing TRAI MIS Report.(Nodal Officer & Customer Care UPE) 6. Handling Tech, Non Tech, Legal n Illegal Complaints. 7. Activation process in Mata solve Package. 8. Vas related Features,MDN Retain and more function is working related in Mata solve. Other Full Time Assignment Shishir Chemicals Ltd. MIS & Back Office Executive Aug’05 –Apr’06 GE Country Wide (Personal Loan)MIS & Back Office Executive Dec’04 – May’05 Zed Carrier Academy Floor In-charge May’02 - Jun’03 Achievements Awarded to successful completion of TTT Certification of Excellence for Product Trainers in U.P. & Uttarakhand Awarded Certificate of BUSINESS PROFESSIONAL PROGRAMMER by Ministry of communication of Computer Courses under the AICTE-DIT Scheme (DOEACC). Awarded Certificate In Computing by the IGNOU. Awarded Diploma in Advance Level Programmer by the UPTEC Computer Consultancy. Training Attended Attended the Blackberry training under as a Mr. Sarju Bhandari in RCOM at Lucknow. Attended the TTT training under as a Mr. Satish Kumar in RCOM at Lucknow. Attended the Telcordia training under as a Mr. Arun Panigarhi in Tata Indicom at Jaipur. Computer Proficiency Successfully Completed Diploma in Foundation Level Programme in Computer One Year course in UPTEC COMPUTER CONSULTANCY at Lucknow. (DOEACC SOCITY AT NEW DELHI) Successfully Completed Diploma in Advanced Level Programme in Computer One Year course in UPTEC COMPUTER CONSULTANCY at Lucknow. (DOEACC SOCITY AT NEW DELHI) Successfully Completed Certificate in Computing course (25 December 2003) in INDIRA GANDHI NATIONAL OPEN UNIVERSITY. (The Application, the Context, the Technology, the MS-Office with Percentage 62.0 %.) [b]Academic Qualification [/b]: [b]B.Com [/b]: Kanpur University 1999 [b]Intermediate [/b]: U.P.Board 1996 Highschool ;: UP.Board 1994[/QUOTE]
