Infronic Solution Chennai : Team Leaders / Process Trainer

[satishke]

Hi

This is Satish from Infronic Solution, we have following requirement with our reputed domestic BPO client.

JOB TITLE: Team Leader

LOCATION: Chennai

DEPARTMENT: Operations

Salary: Best in the Industry

POSITION SUMMARY
** Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
** Ownership and problem resolution.
** Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
** Training and development of staff.
** To manage the day–to day planning, operation and problem solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery.
** Contribute for the initial hiring and selecting process of the front line agents.
** Compiling reports on team’s performance.

EDUCATION: Any Bachelor degree

JOB TITLE: Trainer

LOCATION: Chennai

DEPARTMENT: Training

Salary: Best in the Industry

POSITION SUMMARY
The Trainer is responsible for ensuring client satisfaction through the management and delivery of the Initial Training Program
(ITP). Responsible for development and administering employee-training programs, classroom supervision including coaching and
counseling, up training by project, continually assessing program effectiveness and determining other training needs. Develops and
delivers other operational training courses as required. Responsible for identifying gaps between the training program and
production requirements, recommending and implementing solutions, and delivering and evaluating client specific training to meet
project goals.

QUALIFICATIONS: Years of experience required
Training or Quality Services Management 0 -1

EDUCATION:
** High school diploma or equivalent work experience, college degree preferred

EXPERIENCE:
** Minimum of 3 years experience in a customer service environment or related position, preferably in a teleservices or
telecommunications company
** Technical instructor in an Instructor-led classroom environment experience is required.
** Supervisory experience preferred, preferably in a call center environment.

Interested candidates, Please send your updated resume to satish.recruitments@gmail.com

Head Office
M.K Enclave,
New No.49/3B, Ram Nagar,
North Extn, 6th Main Road,
Velachery, Chennai - 600 042
Tamil Nadu. India

Contact: info@infronic.in
+91-044-22591080
+91-044-22591848

Branch
18\1860 Garden Valley
Grace Cottage
Jai Nagar, Thirumala PO
Trivandrum - 695006
Contact: D.Suresh
+91-9895025350

Plot No.103, Ist floor
Vijaya Mani Sai Arcade
8-1-369 Sivaji Nagar
Secunderabad - 500 003

http://www.infronic.in

[Guest-IJT]

Name : ANUGRAH PRATAP SINGH
Email : er.anugrah AT gmail.com
Designation / Skillset : admin / hr/operations

Resume :
Summary
1 Having 3 months of extensive experience in Industrial Training on projects in PIONERO TECHNOLOGIES NEWDELHI.
2 Having 6 months of extensive experience in Industrial Training on project in HCL INFOSYSTEMS LTD RUDRAPUR (UK).
3 Pursued 54 HOURS Application Development Programme in NIIT at CHANDIGARH and Ability to manage projects, to work within deadlines and tight schedules, motivated person with Team Player spirit.
Professional Experience
1. PIONERO TECHNOLOGIES for 3 months as a team member.
2. HCL INFOSYSTEM LTD for 6 months as developer.
Technical Skills
1 Programming Language – C++, VB, VB.Net(.Net 2005),
2 Database – SQL 2005, My SQL
3 Operating System – Vista/Windows XP, Professional Installation and Maintenance, Dos Fundamentals.
4 Special Tools – Internet, Ms-Office, Photoshop.
Academic Record
1 B.TECH. (Computer Science & Engg) Graduated with 71% from The K.C.College Of Engineering & It (Punjab Technical University) Jallandhar (Punjab).
2 10th from Padmawati Academy (Bareilly), C.B.S.E Board.
3 12th from S.D.H. Inter College Thakurdwara (Moradabad), U.P. Board.
Project Description
The summaries of the projects are as follows :
Projects 1# : Employee Management System June 2008-August 2008 3 months industrial training in Pionero Technologies
Domain : Employee Address Book
Emploee Address Book is a management system designed for maintaining the records , address ,contacts no and details of an employee.
Products and Tool Experience : .net 2005 using Vb.net.
Database : SQL Server 2005.
Projects 2# : Reservation System July 2009 - Dec 2009
6 months industrial training in Hcl Infosystem Ltd.
Domain : Airlines Reservation System
Airlines Reservation system is a sort of reservation system implemented for the enquiry , updates, flight schedules and the passenger reservation status (PNR) for the proper and effectively used by the clients .
Products and Tool Experience : .net 2005 using Vb.net.
Database : Ms Access 2005
Extra Curricular Activities
Sports : - 3rd prize in Rohilkhand Inter School Taekwondo championship .
- 2nd prize in 9th Bareilly District Inter School college Taekwondo
championship
-3rd prize in Inter College Science Exhibition Nawabganj, Bareilly.
Cultural Activity : - Active Participation in various cultural activities in school &
colleges.
Sports interest : - Playing Basketball & Chess.
Hobbies : - Listening Music & Dancing.
Current Job Status
Currently working as an Aministration Officer in India Infoline Ltd At Kashipur (Uttarakhand) Venue With Employee Code C93271 .
Company Profile

India Infoline Ltd
The IIFL (India Infoline) group, comprising the holding company, India Infoline Ltd (NSE : INDIAINFO, BSE: 532636) and its subsidiaries, is one of the leading players in the Indian financial services space. IIFL offers advice and execution platform for the entire range of financial services covering products ranging from Equities and derivatives, Commodities, Wealth management, Asset management, Insurance, Fixed deposits, Loans, Investment Banking, GoI bonds and other small savings instruments. IIFL recently received an in-principle approval for Securities Trading and Clearing memberships from Singapore Exchange (SGX) paving the way for IIFL to become the first Indian brokerage to get a membership of the SGX. IIFL also received membership of the Colombo Stock Exchange becoming the first foreign broker to enter Sri Lanka. IIFL owns and manages the website, www.indiainfoline.com, which is one of India’s leading online destinations for personal finance, stock markets, economy and business. A network of over 2,500 business locations spread over more than 500 cities and towns across India facilitates the smooth acquisition and servicing of a large customer base. All our offices are connected with the corporate office in Mumbai with cutting edge networking technology. The group caters to a customer base of about a million customers, over a variety of mediums viz. online, over the phone and at our branches.
Job Description
Work Timings : 10.00m to 6.00pm
Branch Office Administration.
Coordination with H.O for Admin & Branch related works.
Planning and helping in arrangements of Awareness Programmes.
Petty Cash Handling.
Co-ordinating with branch and back office employees for regular support
Maintaining Employees Records.
Mintaining Leave Record for the Employee’s.
Attendance Updation.
Handling coordination between all the employees and management.
Manage HR operational activities
Liasioning with Government Authorities like P.F., E.S.I., Health and Safety, Pollution, Fire, Police and Transport Etc
Co-ordination with all departments, sub-divisions by maintaining good interpersonal relations .
Preparation & updating of MIS, Billing & periodical reports on regular basis for its submission to the Top Management .

Date
Signature

Place Anugrah Pratap
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More Information about this submission and submitter :-
___________________________________________________
Submission ID : 4303727
Date & Time : 27th Jun 2011 12:39 PM (UTC)
IP Address : 117.205.137.225
Browser Info : Mozilla/5.0 (Windows NT 5.1) AppleWebKit/534.30 (KHTML, like Gecko) Chrome/12.0.742.100 Safari/534.30
Predicted Country : India

[Guest]

Curriculum Vitae
Ambika R
Email : ambikar04 AT gmail.com
________________________________________________________________________
Career Objective :
To work in a creative and challenging environment using cutting edge technologies where I could constantly learn and successfully deliver solutions to problems.
Experience summary :
1) Company : Sparsh BPO Service LTD.
Client Site : BSNL (Broad band)
Designation : Technical support officer, and then promoted as floor support.
Duration : NOV 2008 to Feb 2010
Job Description : Worked as CSA, for online tech support and online trouble shooting for broadband user.
Duration : Nov 2008 to Aug 2009
Responsibilities :
- Online Installations and Trouble shooting of windows Operating system.
- Online Solution for physical connection of Modems.
- Online Solution for modem configuration.
- Online Trouble shooting on internet connection.
- Online Solution for MS Outlook and Outlook.
Job Description : Worked as floor support, team handling, backend data, and Client reports.
Duration : Sep 2009 to Feb 2010.
Job Description :
- Handling a Team.
- Maintaining Floor.
- Preparation of Backend Reports and client reports.
2) Company : IBM Daksh Business process services Pvt Ltd.
Client Site : Airtel (GPRS)
Designation : Technical support officer (Level-2)
Duration : 30-Mar-2010 to 10-Mar-2010
3) Company : Convergys India Pvt Ltd.
Client Site : Microsoft (Networking)
Designation : Technical support officer
Duration : 14-Mar-2011 To Till date
EDUCATIONAL QUALIFICATION :
Qualification School / College Year of Pass
Diploma in Computer science Raman polytechnic,
Bangalore 2008
S.S.L.C Bharathiya samskruthi vidya pita, Bangalore 2004
Certification :
Course Institute
Networking (N+) IIHT
Technical Skills :
- Software tools : MS Office, Windows and dos
- Languages : C, C++, java,HTML
Project (Academic): “Encryption and Decryption”
Team Size : 4
Environment : XP
Application developed by : Java
Description:
This project it presents a shared secret between two ore more parties that can be used to maintain a private information link.

[Guest]

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