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[QUOTE=Guest;158362]Lata Tulsidas Kurup
 latakurup AT ymail.com 
19 years of experience in accounting/Telemarketing/Training/Quality, excellent communications, presentation and Team building qualities. Excellent vocal and written communication skills. 
 
Ability to work independently and with the team. 
Preparing reports, presentation and also sending it to the company head
Good knowledge of marketing techniques
Comprehensive knowledge of the techniques and processes of providing customer care services
Possess exceptional analytical, logical and communication skills
Ability to work effectively and efficiently in a call center team environment
Excellent team player with good leadership skills
Ability to set goals and meet the mission statement and objective of the organization
Remarkable Ability to Analyze and track historical call volume, seasonal variations and trend 
Ability to Create and maintain organizational and individual scorecard system 
Ability to Track and analyze compliance to call center service standards 
Proficient with Excel, Windows - DOS, word processing 
Strong communication and problem solving skills both written and verbal 
Excellent time management and organizational skills 
Self-motivated and able to work independently
Career Highlights
Joined as a Senior Process Associate at Quscient Technologies Pvt. Ltd in the year July 2009 and at present working as Senior Quality Analyst
Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls. 
Participated in internal calibrations with Quality and Operations and ensured consistent scoring. 
Participated in assisting with Quality lessons and improved quality performance. 
Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs. 
Performed contact call center monitoring, evaluated and reported all agents within regional territory. 
Actively used quality management system to compile, track and trend agent performance. 
Communicated with center leadership and Corporate Customer Service Team and socialized call center performance and observed performance gaps. 
Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management. 
Joined as an Agent at Softlogic Systems got promoted as Verifier, Team Process Trainer and Team Leader
(For the period from February 2005 - May 2009)
Worked in the company for almost 4 years and learned the working of call centers and provided support to staff as well. Increased the sales and brought lot of new customers to the company.
Worked in many different positions within the call centre and developed my communication skills to deal with customers that resulted in increased sales and improvement in my ranking.
Responsible for improving the team and facilitating the communication among the members of team
Perform the tasks of monitoring, organizing, and coaching team on a daily basis
Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
Identify new ways to increase the opportunities of sales and service
Handle escalated calls, complaints, questions, and queries, as required
Facilitate cross-functional communication within employees to improve working environment
Draft general reports on performance and targets of team members as well as ensure that they exceed the targets
Perform the tasks of handling customer calls regarding the request of services and products
Perform the tasks of conducting training sessions of new joiners
Handle other essential tasks under the instructions of the team leader
Joined as an Accountant at M/s. Modern Arts & Industries and got promoted as Accounts Manager
(For the period from October 1998 - November2004) ( During this period was also looking after the accounts of five other sister concerns and of Indian Burns Research Society and Burns Association of India)
An accounting manager with 13 years' experience in setting up and directing accounting departments, system reviews and financial reporting 
 Expertise includes tax preparations, automated general ledger accounting systems, audit management and training of staff. Outstanding interpersonal and communications skills.
Billing and Collections
Supervision of Accounting and Administrative Staff
Balance Sheet and Management Status Reports
Able to manage team member efficiently and bring about their co-ordination in various work processes
Have comprehensive knowledge on various accounting practices and procedures
Prepared invoices, sales and revenue reports
Handled payrolls processing for 400 employees and introduced payroll software to speed up payroll work
Handled update tasks to ledgers and carried out journal entries.
Prepared monthly financial statements.
Prepared Chart of Accounts, P&L reports, Balance Sheets, and Excel spreadsheets
Managed vendor accounts, generating weekly on demand cheques.
Managed financial departments with responsibility for Budgets, Forecasting, Payroll, Accounts Payable and Receivable.
Created budgets and forecasts for the management group.
Ensured compliance with accounting deadlines.
Liased with bankers, insurers and solicitors regarding financial transactions.
Performed accounts payable functions for construction expenses.
Prepared company accounts and tax returns for audit.
Joined as an Accounts Assisstant at Mackinnons Abad Shipping Pvt.Ltd.. and got promoted as an Accountant-Cum-Cashier (For the period from May 1993 – September 1998)
Carried out accounting tasks related to A/P, A/R
Managed accounts payable, accounts receivable, and payroll departments.
Generated budgets and forecasts on a quarterly basis and presented to the management team.
Reported on variances in quarterly costing reports.
Prepared annual company accounts and reports.
Reduced credit period from 90 days to 60 days.
Coordinated monthly payroll functions for 200+ employees.
Liased with bankers, insurers and solicitors regarding financial transactions.
Joined and worked as an Accounts Assisstant at M/s.Tharamal Exports ( For the period from May 1991 – April 1993)
Monitored and recorded company expenses.
Performed general office duties and administrative tasks.
Prepared weekly confidential sales reports for presentation to management.
Managed the internal and external mail functions.
Provided telephone support.
Scheduled client appointments and maintained up-to-date confidential client files.
Managed payroll function for 140 employees.
Maintained the books of accounts up to Trial balance[/QUOTE]

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