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[QUOTE=Guest-IJT;151168][b]Name [/b]: alister dsouza
[b]Email [/b]: alister.anish AT gmail.com
[b]Designation / Skillset[/b] : Team lead
Resume

[u][b]Resume[/b][/u] :
 
[b]CAREER OBJECTIVE [/b]:
To perform in the field of occupation to the best meaning of effectiveness and pursue the same further so as to utilize acquired skills and creativity to the optimum extent and offer me potential for future growth.
 
[b]Qualification [/b]:
Course Board/University Name of the institution Year of Passing
S.S.L.C Karnataka St.Antony’s High School 2002
Pre University Course Karnataka Maharaja’s College, Mysore 2008
Diploma in Computer Hardware & Networking Bombay Jetking Infotrain, Mysore 2005
BA Mysore Karnataka State Open University Final Year
[b]Currently pursuing [/b]:
BA - Karnataka State Open University, Mysore
Final year (correspondence)
[b]Technical Qualification [/b]:
Working knowledge of MS – Word, MS – Excel and MS – Power Point
 
 WORK EXPERIENCE AND WORK PROFILE
[b]Name of the Firm  [/b]: Aditya Birla Minacs
 
[b]Company Profile  [/b]: Inbound Call Center
[b]Designation  [/b]: Team Lead
[b]Process  [/b]: Capital One (Credit Card), Cricket (Telecommunication)
[b]Duration  [/b]: 5th Jan 2009 to Till Date
Role and Responsibility
1 Responsible for meeting process targets through motivating and developing staff, consistently achieving and surpassing Key Performance Indicators
2 Reporting to the Asst. Manager – Operations with responsibility for operational and people management within the campaign
3 Monitoring and Controlling team compliance in all areas, including customer care, effective planning, staff training and development, organization and time management
4 Supporting the team members and the peers to create their own successful and productive team and become effective team leaders
5 Conducting regular team meetings and buzz sessions to ensure that two-way communication is maintained between team members and management
6 Monitoring calls either by listening in to the recorded calls or to live calls and subsequently coach team as applicable
7 Maximizing learning opportunity by promoting the highest standards of customer care and recognizing potential development and training opportunities 
8 Ensuring that the standard operating procedures from the quality management system are adhered to, so that the department objectives are met and both internal and external customers are serviced appropriately, there by promoting a culture of quality and customer satisfaction
9 Identifying areas for service improvements and make recommendations to the management team
10 Attend to any high level customer complaints received by the team members and spend an agreed proportion of time answering queue calls
11 Attend calibrations calls jointly with clients on a weekly basis and also, participate in conference with clients and other sites regarding new updates and on upgrades
12 Year-end performance management for associates (Appraisals)
[b]Achievements [/b]:
1 Successfully met the targets for productivity on a daily basis (no. Of calls monitored for Batches handled)
2 Scored Accuracy of more than 95% each quarter (minimum accuracy reqd. 92%)
3 Conducted Cross Queues Training between the Operations and Support departments.
4 Worked on Project to implement Personal Best Principles among the consultants applying for IJPs.
[b]Name of the Firm  [/b]: Nalapad InfoTech Pvt Ltd
 
[b]Company Profile  [/b]: Outbound Call Center
[b]Designation  [/b]: Tele Marketing Executive
[b]Duration  [/b]: 2nd April 2007 to 31st March 2008
Role and Responsibility
1 Making outbound calls for customers having broadband
2 Qualifying the prospect
3 Collecting the personal and bank details
4 Processing the product for qualified customers
[b]Additional Responsibilities [/b]:
1 Preparation of weekly and monthly reports for the tem leader
2 Helping new agents on the floor
3 Maintaining data for the team leader
4 Lending support to the operations floor
5 Monitor team performance on regular basis
6 Coach new agents in the areas where they need improvement
[b]Name of the Firm  [/b]: Riddhi I.T solutions
 
[b]Company Profile  [/b]: Outbound Call Center
[b]Designation  [/b]: Customer Service Representative
[b]Duration  [/b]: 1st June 2006 to 28th February 2007
Role and Responsibility
1 Making outbound calls
2 Qualifying the prospect
3 Collecting the personal and bank details
 4 Processing the product for qualified customers
[b]PERSONAL ATTRIBUTES [/b]:
1) Goal oriented, hard working, good analytical skills, Self Motivated, Confident, Quality conscious, Practical
[b]INTERESTS AND ACTIVITIES [/b]:
Music, Cricket, Like to go for Long Drive/Ride on my own, with my family or friends.
DECLARATION:
I hereby declare that the information provided above is true to the best of my knowledge.
Date: Signature 
Place: Bangalore 
 (Alister Anish D’souza) 
-------------------------------------------------------
More Information about this submission and submitter:-
___________________________________________________
Submission ID : 4456200
Date & Time : 7th Aug 2011 11:38 PM (UTC)
IP Address : 203.32.4.16
Browser Info : Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 2.0.50727)
Predicted Country : India[/QUOTE]

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