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[QUOTE=anjaneyulumeesa;51387]Anjaneyulu Meesa [b][u]E-mail [/u][/b]: anjaneyulu.meesa001 AT gmail.com [b][u]Objective [/u][/b]: Seeking a responsible post with an opportunity for professional challenge and growth to support and enhance co-operative objectives of the company. [b][u]Professional Summary [/u][/b]: - Around 5+ years of experience in BPO. - Have primarily worked in Banking, Healthcare, Tech. Support and Emergency services as a Team Lead handling floor and managing operations and escalations. - Completed online Harvard Business School Certification Course in Deloitte in Year 2007 - Has been awarded as Helping Hand award by Deloitte for handling additional responsibilities in the workspace in year 2007 - Has been awarded the Top Performer award by Deloitte for the month of June 2007 and December 2007 - Received merit scholarship and awards for co-curricular activities during my academics. [b][u]Experience [/u][/b]: [b][u]Organization Designation Duration [/u][/b]: GVK Emergency Management and Research Institute Team Lead - ERC (Emergency Response Center). August 2008 to February 2010 IBM Pvt. Ltd. Senior Tech. Support Associate – IGA (International Global Account) November 2007 to July 2008 Deloitte Consulting Pvt. Ltd Associate - EBOS (Extended Business Outsourcing Services) January 2006 to November 2007 ICICI Bank Pvt. Ltd Credit Officer - Personal Loans – Loan On Phone January 2005 to January 2006 [b][u]Technology [/u][/b]: Operating Systems- Windows XP/98/2000 Email Clients Lotus Notes, Sametime Languages- C, C++ Database- MDBMS, SQL/PLSQL Web Technology- HTML, Java Script, XML Microsoft Microsoft Office 2000, 2003, 2007 Networking- AT&T Network Client [b][u]Qualification [/u][/b]: [b][u]Degree Year of passing Institute Percentage [/u][/b]: BSc 2004 Bhavan’s Vivekananda Degree College, Hyderabad 62 Intermediate 2001 Bhavan’s Sri Aurobindo Junior College, Hyderabad 61 SSC 1999 Loyola High School, Secunderabad 72 [b][u]Career Profile [/u][/b]: [b][u]1. Organization [/u][/b]: GVK Emergency Management and Research Institute [b][u]Period [/u][/b]:August 07th, 2008 to February 10th, 2010 [b][u]Role [/u][/b]: Team Lead - ERC (Emergency Response Center). [b][u]Responsibilities [/u][/b]: Managing a team of 20 associates - Resolving escalations pertaining to Emergencies and resolving them on a situational basis - Managing productivity reports for the entire work group of 5 team leaders. - Represent the team in the MRM (monthly review meeting) on a weekly and monthly basis to analyze the performance in terms of both Quality and Productivity - Representation on the Con-Call with the national team to discuss the productivity on a fortnightly basis. - Managing MIS for Business Reporting using Ms Office - Generating MIS Reports on a daily, weekly and monthly basis & productivity of the entire floor thereby Monitoring Quality - Continuous improvements and monitoring SLA accuracy of 99% and productivity of the floor along with the team - Monitoring the performance for the team members - Conducting one to ones with the team members to improve the productivity, Quality and morale - Assigning day to day targets to the team members based on their respective skill set - Discussing new scenarios and solutions with the higher ups and delegate the same to the team in the huddles on a regular basis - Ensuring 100% compliance Highlights - Maintained zero UAC (Un-attended Calls) - Good Team management. - Trained new associate about the process and management SLA. - Stood in first place in Internal score card consistently throughout the last quarter. [b][u]2. Organization [/u][/b]: IBM Pvt. Ltd. [b][u]Period [/u][/b]:November 14th, 2007 to July 03rd, 2008 [b][u]Role [/u][/b]: Senior Tech. Support Associate – IGA (International Global Account) [b][u]Responsibilities [/u][/b]: Job consists of receiving calls from US and Canada users of IBM applications and troubleshooting the problem and resolving them. - Troubleshooting the errors occurred in an email client called Lotus Notes and sametime, products of IBM. - Creating Id file and resetting passwords. - Resolving the issues pertaining to connectivity of produt AT&T network client placed online by the users of the IBM, by sending them appropriate troubleshooting steps in an email. - Generating MIS on a daily basis and achieving targets as per floor requirement. Highlights - Maintained 100% quality in process. [b][u]3. Organization [/u][/b]: Deloitte Consulting Pvt. Ltd. [b][u]Period [/u][/b]: January 16th, 2006 to November 05th, 2007 [b][u]Role [/u][/b]: Associate - EBOS (Extended Business Outsourcing Services) [b][u]Responsibilities [/u][/b]: - Generating calls to US Health insurance companies and following up the claims on behalf of patients - Working on AR reports related to various payer groups - Responsible for client reporting with 100% accuracy. - Ensure timely submission of productivity, quality & downtime reports. - Do reconciliation of all the reports on a weekly basis. (Reports include the daily AR received from client, downtime, productivity & quality reports). - Escalate discrepancy in data & other data related issues accordingly to bring to Logical closure. - Ensure proper validation of data received from CMS IT team before it gets uploaded into the CMS (Claims management System) data base. - Approval of data loads received from client on a daily basis. Highlights - Managed team by dividing the claims to the team on regular basis and use to manage team in absence of Team Lead. [b][u]4. Organization [/u][/b]: ICICI Bank Pvt. Ltd. [b][u]Period [/u][/b]:January 2005 to January 13th, 2006 [b][u]Role [/u][/b]:Credit Officer - Personal Loans – Loan On Phone [b][u]Responsibilities [/u][/b]: - Responsible for a specialized cross selling product called Loan on Phone. - Assessment of credit performance of customers, capture mitigates and deviations for a given customer as per existing policy and credit norms. - Preparation of MIS with respect to daily cases disbursed, approved and total team logins. Highlights - Preparation of training activities to phone banking officers. [b][u]Trainings Attended [/u][/b]: Program or Course Coverage Dates ISTRIVE – Green Belt - Six Sigma Certification Program June 2009 [b][u]Personal Details [/u][/b]: Date of Birth -19-06-1982 Nationality- Indian Languages known- English, Hindi, Telugu[/QUOTE]
