www.goldshieldgroup.com Goldshield Group Ltd Mumbai : Client Services Executive

[rohinidevi]

Unit Name: IT MIS
Job title (Designation): Executive - Client Services
Current holder: Vacant
Location: Mumbai
Responsible to (Name of reporting manager): Dept. Head – Client Services
Overall Purpose: To co-ordinate with the support units in IT/MIS and ensure resolutions are given to customer problems within stipulated SLA Time.
KEY RESULT AREAS (Core functional areas required to perform the job):

[LIST][*]Ticket performance > 95%[*]Offer L1 Resolution[*]Knowledge on Product and Process – minimum 90%[*]Ensure all processes & disciplines of CS are followed[*]Initiatives to improve operational efficiency of the team & completion of projects.[/LIST]
ESSENTIAL QUALIFICATION (Relavant qualification required):

[LIST][*]Graduate in any discipline[/LIST]
DESIRED QUALIFICATION(Preferred qualification):
Nil
ESSENTIAL EXPERIENCE (Relevant experience/sector/role):

[LIST][*]Working experience in Call based Service and SLA bound environment.[/LIST]
DESIRABLE EXPERIENCE (Preferred experience/sector/role):

[LIST][*]Experience in Networking/ Hardware domain.[*]Phone & Email etiquettes[*]Working experience in a ERP based Helpdesk[/LIST]
KNOWLEDGE AND SKILLS REQUIRED (e.g. Communication skill, Interpersonal skill):

[LIST][*]Computer Proficiency[*]Team Working Skills[*]Irate Customer Handling Skills[*]Communication Skills[*]Good English (Written & Verbal)[*]User Empathy[*]Interpersonal Skills[/LIST]
ROLES AND ACCOUNTABILITY (Job responsibilities):

[LIST][*]Log and manage all incidents, service requests and access requests and provide an interface for all other Service Operation processes and activities.[*]Categorizing and prioritizing all incidents, request received related to IT / MIS.[*]Provide first-line investigation, diagnosis and solutions to both hardware and software related issues wherever possible.[*]Make recommendations to the team leader on service improvement opportunities[*]Co-ordinate with Support teams to ensure response and resolution as per SLA[*]Keeping users informed of the status of services, incidents and requests.[*]Managing the lifecycle of incidents and requests, escalating as appropriate and closing them when the user is satisfied[/LIST]
Contact: hrrecruitment@goldshieldgroup.com

Mumbai
Akruti Trade Centre, 5th Floor, JVG Industrial Lane, Road No. 7,
MIDC, Andheri East,
Mumbai - 400093. India
Telephone: +91 22 6678 4444 Facsimile: +91 22 6677 1262

Goa
L-44, STP II Building,
Behind Persistant Computer System Pvt. Ltd., Verna Industrial Estate, Verna, Goa - 403722
Tel No.: +91 0832 6690228

Goldshield Group Limited (Goldshield) is a marketing-led British Pharmaceutical and Consumer Health company. The company markets its products in more than 50 countries across the globe with primary focus in UK and EU markets. Goldshield has operational base in the UK, USA and India.

Goldshield sells prescription pharmaceuticals, non-prescription medicines, vitamins, minerals and supplements and a wide range of other healthcare products.

Goldshield was delisted in December 2009 a result of a Management Buy Out by Midas Bidco Limited. Prior to this the group was listed on the London Stock Exchange since 1998. Goldshield has grown to its present size with equity funding of only £1.8 million up to 31 March 1998 having commenced trading in 1991.

www.goldshieldgroup.com

[Guest-IJT]

Name : Mehar Alam
Email : mehar_alam91 AT yahoo.com
Designation / Skillset : H. R. Executive
Mehar Alam Resume for H.R. Executive

Resume :
Mehar Alam
Objective :
Looking forward to work with a reputed organization where I can be resourcefully used to accomplish organizational goals.
I am a result oriented professional with substantial experience in Operations, Training and Quality. Motivated and trained with the ability to work in a fast-paced environment demanding strong analytical and interpersonal skills.
WORK EXPERIENCE
Feb 2009 till Present
- Currently Working with MetLife as a Sr. Insurance Associate with Life Administration.
Core Responsibilities
- Processing of customer requests.
- Required to provide process quality at 95%
- Required to meet productivity targets
Additional Responsibilities
- Acting as Met Pal (H.R. Spoc) for the team.
- Queue Management
- Acting as a floor support
- Preparing Dashboard and Maintaining daily Productivity reports
- Currently the BCP-DRP Spoc for LA Debit Auth Team
- Mentoring the new hires
- Providing help to the QA in doing the RCA of any customer/ client escalations
- Currently having additional responsibility as Met Pal (H.R.Spoc. & Employee Engagement) for the team.
Key Highlights
- Was a part of the pilot batch for LA debit Auth
- Posses strong process knowledge which also the client highlighted
- Trained on all the work types in the process
- Was chosen to be a part of the Phase II
- Successfully stabilized Phase II with 100% throughout 12 weeks.
- Received Customer VOC for Successfully clearing the Phase II tollgate
- Was selected to be a part of the BCP team
Initiatives
- BCP- DRP Spoc for LA Debit Auth
- Prepared the break tracker for LA Debit Auth team which helped the team increase efficiency
- Prepared RCA’s to the AM on all the work types (Phase I and II) whenever required
- Mentored and trained new hire in the process
- Vouched for testing systems at GOSC on weekends and now got the opportunity to test systems at the DR site Jaipur
- Instrumental in reducing internal mail desk errors by closely working with our internal partners Indexing team for incorrect indexing of requests
- Managing updates from the client (States) side and Share with the team
Jan 2007 till Jan 2009
Worked as Customer Support Associate with Tech Mahindra Ltd.
I was associated with the telecommunication process of Bell Canada, where I was responsible for Assignments, activation and deactivation of telephone lines as per customer’s request.
NOTEWORTHY ACHIEVEMENTS
- Was chosen to be a part of Phase II considering my knowledge of the process and accuracy
- Customer VOC received for successfully clearing the Phase II backlog
- I have got the GEM Award for exceptional performance in the May/10
- Rewarded with first prize in NICT annual Seminar for presenting B.P.O. Industry
TRAINING COURSES ATTENDED
Attended following training courses by Learning and Development team
- Customer Centricity
- Understanding Excel
- Principle of Insurance
- Life Cycle of a policy
- Follow the Dollar
- Fish Philosophy
IT SKILLS
- Well versed with Microsoft office
- Good with Excel skills
- HTML, FrontPage
- Tally 7.2/5.4
EDUCATIONAL BACKGROUND
- Completed P.G.D.B.A.(H.R.) course from SCDL Pune.
- Graduation - B.Sc. in 2003 to 2006 from M.J.P. Ruhailkhand University Bareilly
- Passed 12th in 2003 from U.P.Board Allahabad
- Passed 10th in 2001 from U.P. Board Allahabad
ATTRIBUTES
- Extensive experience in servicing internal as well as external customers
- Good Communication Skills
- Excellent Interpersonal Skills
- Excellent at taking feedback and giving feedback
- Can adapt to any environment and have the ability to handle pressure
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More Information about this submission and submitter :-
___________________________________________________
Submission ID : 4391809
Date & Time : 20th Jul 2011 9:53 AM (UTC)
IP Address : 1.23.143.95
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