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[QUOTE=Guest;248224]NEHA N. SACHULA [B]Email [/B]: neha_pinks AT yahoo.com [B]EDUCATION [/B]: B.Com from Gujarat University, Ahmedabad in 2002 LLB from Gujarat University, Ahmedabad in 2005 Diploma in Softeware Engg. From MIIT ( by NACT) [B]COMPUTER SKILLS [/B]: Operating Systems : Windows 2003 / 2000 / XP, Windows 7 Operating Tools : (1) Microsoft Office (i.e. Word, Excel, Power Point, etc. (2) C, C++, HTML, DHTML. [B]EXPERIENCE [/B]: VODAFONE ESSAR GUJARAT LTD Exicutive -Team Leader-Customer Service, Ahmedabad Dec’06- Sep’11 [B]KEY RESPONSIBILITY [/B]: - Handling post-paid customer base of around 10lacs in Gujarat Region. - Guide, coach & mentor team members for implementation of processes - Responsible for product development, customer management and relationship management - Review all change request for impact on data structures - Drive operations excellence, process improvements & utilizations - Review MIS analysis periodically and arrive at an improvement plan - Manage end to end customer service delivery operations for the region - Develop and document suggestions for new and improved processes including ideas - Ensure suggestions provided by customers are escalated to superiors immediately for corrective measures - Handle customer escalation and ensure timely closure - Providing leadership and setting benchmarks in customer service standard - Motivating the team and developing their full potential by creating example - Establish a sense of quality & teamwork within the group to deal with volume variations & new assignments - Assist customers to their satisfaction in resolving their queries related to use of their network & services - Prepare alternative action plan based technical & financial reviews to arrive at the best feasible solution. - Conduct briefing & team meeting for team status updates, new product information, policy & procedures change, etc. - Maintaining different types of MIS reports on daily, weekly & monthly basis. - Processing customer request for STD promo, Deposit adjustment, MCI, GPRS service & etc. - Analyze market requirements, competition moves, new products and technology and provide inputs to product management. [B]ACHIEVEMENT :[/B] - Won the STARR award for saving Revenue - Achieved 100% target for accuracy & TAT in scheme change, Billing & Refunds. [B]TATA INDICOM LTD, AHMADABAD [/B]: Customer Service Executive Oct’05 – Dec’06 A leading company in Telecom sector worldwide, also No.1 Company in Telecom sector in India. [B]KEY RESPONSIBILITY [/B]: - Worked as an inbound call dealer desk agent. - Received calls from Dealers and resolve their queries. - Solve queries about product, information, handset information, - New scheme,problem in activation of SIM cards, recharge problems. - Handled queries for prepaid and postpaid. - Use to resolve the queries with help of Backend and IT Dept. - Handled login and Dispatch of numbers. - Activations to be done as per requests. - Received calls from Field and engineers and resolved queries. - Helped the filed in achieving their targets in month end through activations. - Processed request for Scheme changes or Promo benefits. - Trained new colleagues. [B]ACHIEVEMENTS [/B]: - Promoted as a back office executive - Achieved 120%+ target in system process & execution [B]LANGUAGES KNOWN [/B]: Marathi,English, Hindi & Gujarati.[/QUOTE]
