Resume / CV : Customer Care Expert Team Leader

[nafees_a009]

RESUME :
NAFEES AHMAD

Objective :
To utilize and improve my skills and knowledge which can help to society, our country and self.

Education Qualification :
- Post Graduate Diploma in Rural Development from IGNOU, 2006.
- Bachelor of Arts from Saket Degree College, Dr. R M L Awadh University Faizabad 2001

Technical Qualification :
- ITI in Motor Mechanic Vehicle1997.
- National Council of Vocational Training in Motor Mechanic Vehicle Dec 1999.

Project Work :
A project work district level agriculture problem in India (Faizabad Janpad Ki Samasyaon Ka Eak Adhyyan) under the of supervision Dr. Ram Awadh.

Experience :
- Working with Hindustan Unilever Ltd. Mumbai as a Customer Care Expert Team Leader- August 2008 up to till date

Job Profile of Team Leader :
- Motivate of service channel.
- Tracing to the team member & branch accountant.
- Recruitment of team member t
- Complaint distribute of team member
- Feedback update & complaint close.
- Providing service in five swz (safe water zone) with 12 to 15 team member.
- Visit on field.
- Providing Service Planning.
- Product Training.

Profile :
- Working with Hindustan Unilever Ltd. Mumbai as a VIP Customer Care Expert & Group Leader
Dec 2007 up to August 2008
- Working with Hindustan Unilever Ltd. Mumbai as a VIP Customer Care Expert & Group Leader
Dec 2007 up to August 2008
- Worked with Tata Motor authorized dealer Faizabad as a service supervisor
July 1999 up to July 2000
- Worked with Tata Motor authorized dealer Faizabad as an apprentice technician
July 1998 Up to June 1999

Computer Skill :
Ms office (Microsoft Office- word, excel etc.)

Personal Details :
DOB : 5th Feb, 1979
Marital Status : Single
Language : English & Hindi
National : Indian
Hobbies : Traveling, Reading etc.
Date : July 30, 2009

Place : Mumbai
Signature

(NAFEES AHMAD)

[Guest-IJT]

Assistant Operation Manager

Javeed Pasha
Punjab.
Date of Birth : 15th July 1975
Email : fak1234 AT rediffmail.com

Objective :
I would like to associate myself with an organization, which can provide me with a stimulating & demanding environment, and enable me to deliver better than the best. I would like to integrate management skills & conceptual abilities acquired by me in the organization & also explore further opportunities available.

Summary :
A responsive individual with a passion for creating and building a successful business. Have an ability to build and lead a team that provides high quality, timely deliverables with limited resources. Total work experience of 12 years, with over 5 years of work experience in the CRM industry with hands on experience in Customer Support.

Academics :
- Post Graduate in M.A from KSOU University.
- Completed Diploma from Mysore, F P University College.
- Successfully cleared SSLC held by Karnataka State Board.
- Completed MCSE (A+) Hardware and Networking course from Asset International.

Personality Traits :
- Optimist, Sincere, Responsible and Focused
- Highly responsive and love to take up challenges

Personal Highlights :
- Self – motivated, result oriented individual, having sound interpersonal skills

Languages :
- English
- Hindi
- Kannada
- Arabic

Interests :
- Net Browsing
- Cricket

WORK EXPERIENCE :
Kochar Infotech
Designation : Assistant Operation Manager
Duration : October 2009 – Till Date
- Managing an inbound technical process (GPRS) for Airtel
- Handling 4 circles
o Himachal Pradesh and Haryana Punjab
o Jammu and Kashmir
- Ensuring delivery of Service Level metrics for all the eight circles, analyzing performance and preparing action plans for areas of improvement, follow through and appropriate closure of action plans / commitments discussed with the client and the internal stakeholders.
- Coordinating with various enabling departments to ensure smooth functioning of operations.
- Understand client requirements and design processes to meet them
Achievements
- Promoted to Assistant Operation Manager.
S.K. Computers

Designation : Team Leader
Duration : September 2008 – September 2009
- Service Delivery of a Customer, to achieve the targets of AMC and no of systems, prepare and present performance reports; Review process performance; manage outliers for key deliverables for relevant job roles.
- Process Management – Call management / forecasting, scheduling, rostering; account for the meeting of process’ revenue, pushing process performance.
- Client interaction – Annual Maintenance contract from various schools and college’s
- Co-ordinate with key enabling functions for support
- Set up help to move towards the organizational goal of cost saving, while maintaining and improving the Quality of delivery on systems.
Hinduja Global Solutions (HTMT)
Airtel Voice Process – Customer Care.

Duration : October 2006 – June 2008.
Designation : Team Leader
- Handling a team of 20 CSR’s
- To ensure that the CSR’s achieve their targets set by the company as per COPC standards.
- Updating agents and on process, on a daily, monthly and weekly basis, due to changes occurring in the system daily for the pioneer customers and for future sales stages.
- Motivating the team using company as well as personal finances by giving out daily / weekly /Monthly prizes.
- Part of R & R team.
- Coaching agents and providing feedback, both offline and online, to ensure consistency and good quality customer service/support. Help and ensure consistency in the procedures and information used by agents.
- Agents feedback session, based on above with PMS report also whenever required regarding their performance of any other problems.
- Motivating the team by recognizing good work and working and rewarding the top performers.
- Rostering done for 324 Karnataka Circle representatives as per the requirement given by the operations support.
- Checking on schedule adherence for Karnataka Circle.
- Generating Weekly /Monthly reports to monitor teams performance using CMS (Avaya)
- Call queue monitoring for Karnataka Circle.
- Changing the skill Sets of agents as per the queue

Achievements :
- Awarded the best team leader for the first quarter as per the PMS records.
- Achieved award for the best team with zero fatal errors for a Duration of 2 consecutive months.

Khodays Contact Center
Designation : TSE
Duration : October 2003 - August 2006
- System support on servers, Desktop, Laptops, Windows platform
- Support on Window OS
- Support Narrow Band and Broadband (ADSL Technology) Internet connectivity
- Support email clients and configuration and virus issues.
- Helpdesk activities
M/S Saudi Oger Ltd Co.
King Khaled International Airport
Kingdom of Saudi Arabia

Designation : Computer Technician
Duration : July 1998 – July 2003 (5 years)
- Maintenance of PCs and server on wired and wireless network.
- Providing technical support for Software and Hardware issues.
- Assembling and De-Assembling of Computer.
- Diagnosing and returning failed hardware, working with vendors as necessary on RMAs and fixes
- Setting up and maintaining backup of system data for office desktop and file servers.
F.P. University College

Designation : Computer Programmer
Duration : December 1995 to June 1998
- Maintaining official works of college taking dictation and prepared drafts of inter-office memoranda.
- Organizing and maintaining records of employees and students
- Preparing marks sheets, payroll, Registers and Reports.

Regards,
Javeed Pasha