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Caliber Point Business Solutions, Navi Mumbai
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Caliber Point Business Solutions, Navi Mumbai
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[QUOTE=Unregistered;283649]Hidayat Zahid Husain hidayathusain1981 AT gmail.com [b][u]Career Objective [/u][/b]: Aspiring for a challenging profession and to deliver the best of my capabilities towards the benefit of the organization and its goal. [b][u]Summary of Skills and Experience [/u][/b]: Overall Four years and two months of Experience varying from Customer Service, Team In-charge and Team Leader in Reliance Spanco BPO. [b][u]Key Skills [/u][/b]: Good People Management Skill, Fluency in Languages, Good Typing Speed and an Excellent Team Player [b][u]Educational Qualification [/u][/b]: 1. H.S.C Mumbai University.(2000) [b][u]Work Summary [/u][/b]: ** Join as CSA (Customer service associates) in Feb 2009 ** Promoted to CSL(Customer service Leader) in 2010 ** promoted to STA(Short term assigment) in 2011 ** promoted to ATL(Assistance Team leader) in 2012 ** Promoted to Tl(Team Leader) in 2013 Till now [b][u]Work Experience [/u][/b]: 4years and 2 month in spanco BPO last working day was 31st march 13 Stayed tune with a 24-hours contact center supported by Reliance Communication business. Supporting services for Mobile, GSM and Prepaid FWP communications. [b][u]Organization [/u][/b]: Spanco BPO - Mumbai [b][u]Designation [/u][/b]: CSR,CSL ,STA and Team Leader. [b][u]Support [/u][/b]: Inbound [b][u]Duration [/u][/b]: Since 2nd Feb 2009 to till Date [b][u]Responsibilities [/u][/b]: ** Handling a team of around 25 dedicated Customer Support Of leader ** Playing a significant role in team co-ordination and giving support to the Team. ** Constantly organizing a team meet to communicate the Product related Updates. ** Also need to do the analysis on the Performance of the Team and need to maintain the Performance on Top level. ** Calibrate the performance of the Team and need to review with the Quality Associates. ** Constant Coaching and guiding the CSRs keeping in mind the KPIs [Key Performance Indicators]. In order to deliver Quality Service to the customers. ** Analyzing the Fatal Error and AHT Report and formulating the action plan to minimize it. ** Played a significant role in stream lining the process by constantly auditing training & recruitment team. [b][u]Responsibilities [/u][/b]: To give information and solutions to the Reliance Mobile customers of Product- Account information, queries, taking escalated calls. Responsible for making the team to satisfy the customer’s queries ** Has played a significant role in team co-ordination and support to the Team Leader. ** Has been a consistent performer in the Quality and Productivity areas. ** Also need to do the analysis on the Performance of the Team and need to maintain the Performance on Top level. ** Responsible to satisfy the customers queries, complaints on Billing and Networking issues who are the users of Reliance India Mobile and Fixed Wireless Phone/Terminal. ** Identifying Customer need over the phone and assisting them to solve the issues. ** Knowledge transfer to the New Agents of the team. [b][u]Has Working knowledge of [/u][/b]: [b][u]1. CRM Tool [/u][/b]: CLARIFY, UCS [b][u]2. CMS Tool [/u][/b]: AVAYA CMS [b][u]3. Scheduling Tool [/u][/b]: Total View [b][u]4. Call Monitoring Tool [/u][/b]: NICE, QMS [b][u]5. Management operating tool [/u][/b]: ESS [b][u]6. Mail [/u][/b]: Outlook Express [b][u]Computer Knowledge [/u][/b]: MS Excel, Word, Well verse with internet knowledge [b][u]Personal Profile [/u][/b]: [b][u]DOB [/u][/b]: 16th April 1981 [b][u]Sex [/u][/b]: Male [b][u]Nationality [/u][/b]: Indian [b][u]Marital Status [/u][/b]: Single [b][u]Languages [/u][/b]: English, Hindi,Marathi and Urdu I hereby declare that the above information provided by me is true to the best of my knowledge. Date Hidayat Z Husain[/QUOTE]
