Microland Ltd Bangalore : TSR Voice Openings

[deepika]

Microland Limited
http://www.microland.co.in

Keywords: Flawless communication, Troubleshooting Knowledge in Hardware Networking

Designation: TSR (Voice) Openings in Microland ltd.
Experience: 0 - 2 Years
Location: Bengaluru/Bangalore
Education:
UG - Any Graduate - Any Specialization;Graduation Not Required
PG - Post Graduation Not Required
Industry Type:
BPO/ITES /CRM/Transcription
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Posted Date: 24 Oct 2008

Job Description
- Provide First - level Technical Support on basic operational or maintenance of personal computers and /or peripherals using available tools.
- Guide customer troubleshooting efforts to identify products that have Customer Issues and issue service calls in accordance with guidelines.
- Escalate problems when unable to resolve customer issues.
- Log and sufficiently document all contacts with customers in designated tools.
- Identify and provide input on unique or recurring customer problems.
- Be a champion Client specific tools, Customer Care Procedures. Provide Microland Solution Network feedback at all times.

Desired Candidate Profile
Basic technical knowledge, Technical support

Company Profile
Microland's Tech Support Services are designed to address the ever growing needs of IT product companies to provide pre sales and post sales technical support to their end consumers and large enterprise customers.
Microland's Tech Support Services combine the best of BPO practices and complex Infrastructure technology domain expertise to deliver strategic, personalized and superior services. We are a pioneer in IT Services in India and continue to be one of the most respected IT services companies that has a singular focus in providing high end IT Infrastructure Management Services and Technical Support Services to global enterprises.

Executive Name: Girish

Address:
Microland Limited
1B, Ecospace
Outer Ring Road
Bellandur
Bangalore,Karnataka,INDIA 560 103

Telephone: 91-99861-66400

[Guest]

ALWYN J RODRIGUES
Email : alwyn_rodix AT rediffmail.com
Career Focus
Looking for growth oriented assignments in a management role which values creativity and growth in the field of ITES/Banking, Customer Service and Operations.
Professional Synopsis
An effective communicator with good analytical, technical, negotiation and client relationship management skills, with 8 years of hands-on experience in banking domain and expert in the area of global payments/funds transfer/payments/investigation data systems customer service and sales experience. Currently with HSBC, GSC Bangalore in Payments Department and previously associated with Firstsource solutions formerly know as ICICI Onesouce with NRI project of ICICI Bank, as Sr. Process executive. Possess a track record of success in generating revenue, meeting project milestones, and developing long-term relationships with clients. Ability to interact with and handle global customers.
Skill Set
Technical
Operating Systems : Microsoft Windows NT, XP
Work development Tools : Goldmine, Finacle, CRM, HUB, HFE and GPS
Functional
Organisational Experience
HSBC - Global Service Centre
Department – Outward/Inward Remittance
Sr. Payment Processor-Checker (Lead)
22nd October 2007 till date
HBME–ORM. Outward Remittance Department
Process Description : HBME–ORM. Involves electronic transfer of funds between HSBC Middle east branches and other banks. Processing which cannot be collected through local clearing agent will be processed through the remittance message received via Scanned Imaging system that are not credited to the customers account automatically or messages that are to be transferred electronically to other local banks. Creation, deletion and modification of these instructions on HUB (HSBC Universal Banking) system, etc.
Key responsibilities
- Involve in day to day operations with a detailed eye on each processing activities like OFAC check, AML check, position reporting, wire repairs, etc.
- Ability to exploit process knowledge to improve STP ratio.
- Act as a process SME and ensure to be morale booster for the team.
- To provide coaching & support to individuals to develop their skills, acting as a role model for excellent behavior and performance.
- To plan and prioritize the work of the team to ensure targets are met based upon resource available.
- To ensure team members are kept fully informed through a process of two way communication which encourages active participation in the running & ongoing improvement of team performance.
- Build productive teams that works effectively together to achieve or exceed set operational targets & client Service Level Agreements (SLA's)
- To create improvements in business processes by contributing ideas and implementing agreed changes into the team's day-to-day operations.
- To perform all tasks following company policy and procedures, including legal & regulatory requirements, and to prescribed company standards.
- Ability to cater to Corporate & other country regulatory audits along with process documentation.
- Liaise effectively to manage the service delivery in line with the SLA and ADHOC situations.
- Experience in handling the monthly deliverables like Dashboards/Risk Matrix etc.
- Ensure contingency plans / flexibility in staff levels to manage workload in adverse conditions (e.g. sickness, holidays etc).
- Work effectively under the split site facilitating smooth processing at both sites.
- Train the Team on GPS for Middle East & Asia Pacific Regions.
- Taken leadership on process migration and projects to GSC.
- Laterally working for Payments Investigation Department for business Hubs like Qatar, Kuwait and Jordon. This consists of interaction with various departments to release funds from suspense account.
FIRSTSOURCE SOLUTIONS LTD
Designation : Sr. Process Executive
CSE 18th November 2002 to February 28th 2005
Sr. Process Executive – 18th July 2005 to 15th October 2007
Firstsource Solutions Ltd – ICICI BANK NRI Services- Bangalore
First source contact services, delivers to clients a combination of high quality customer interaction expertise. Our clients include Fortune 500 FTSE 100 companies.
Process Description : NRI Services. Banking (Indian and Canadian) Through inbound call from countries like US, UK, Singapore, Canada we create new relationship with the NRI customers and provide them with various products that we offer like Liability products such as NRE/NRO Savings and Fixed, FCNR, RFC and Offshore products with various features and advantages. Through web chat facility we assist (Sales) the other country customers for all their product requirement. (International Business Group of ICICI Bank)
I CANADA : Process involves on authorizing the funds transfer facility from ICICI Bank Canada account to other banks in Canada as per the customer request. Checking and approving the funds transfer is one of the main responsibilities. Training the team on products offered as well as the procedure (screens) on tagging the calls.
Responsible for managing the process of ICICI Bank NRI services. (Finance) Handling a team of 20 CSE and 2 Process executive, operating 24/7 and Web chats across the globe and Inbound Sales.
- Analyze and create data/reports as per MIS and checks on KYC.
- Provide direction and support to team and Executives. Evaluating Individual and Team Performance.
- Proactively training the team on the policies, process as per the direction of the client.
- Have handled process training for the team (2 batches). Size of teams varied from 10-20 associates. Suggest measures to reduce the cycle time in responding to customers through email/voice, web chat calls resulting in cost containment and profitability.
Key Skills
Have extensive knowledge about Asset and Liabilities Banking Products and other products such as Money transfers. Knowledge about consumer behaviour, client service management, latest technology impacting banking, lead and service requests management through software such as Goldmine, Finacle,CRM, HUB and GPS. Knowledge about Six Sigma tools such as DMAIC, Fishbone Analysis. Working on different vertical (CMMI) for GPS project (GLOBAL PAYMENT SYSTEM)
Service Industry – Work experience
SHERIDAN RESORTS PVT LTD
Sheridan Resorts Pvt. Ltd (First Indo –US multinational Joint Venture) Bangalore. Mahindra Holidays and Resorts India Ltd as Team Manager (Sales) – Operations 1998 January to 2002 October
A wholly owned subsidiary of Mahindra & Mahindra, Mahindra Holidays and Resorts is the biggest Timeshare player in the Indian Market, with an existing member base of over 15,000.
Responsibilities : Responsible for complete operations for the branch office for Sales and Customer service. Recruiting and training the new batches. Help them to be target oriented. Take over the customers in case if a consultant requires, in case if he is not able to convince the customer. Take over customer by giving them the right product information and pricing.
Achievements Include. Improved the quality of customer care and sales and won Shining Star Award in 2000 May. Received Best Manager Award from Florida US for reaching the targets consecutively in Sheridan 2000.
Appreciations & Certification.
Best Quality award for the 3rd quarter in Firstsource Ltd – 2006
Payment Punter award for the 1st quarter in HSBC GSC -2009
MFG Team of the Quarter Award – Operations – 4th Quarter -2009 HSBC GSC
Payments Centre of Excellence Academy – Accreditation to work on GPS – HSBC GSC
Education
1 Graduate in Business Management – National Institute of Management – Bangalore
ISO 9001 :2000, ISO 14001:2004 & OHSAS 18001:2007
2 Pre Degree – Commerce -Calicut university
3 DCOM- Diploma in Computerised office management.

[Guest]

Dharmendra Singh
Email : - Thakurdsingh8 AT gmail.com
Objective
To work, learn and improve my skills for the benefit of the organization and the Society.
Strength
Good team player, Hard worker, Quick Learner
Optimistic, Illustrious, Enthusiastic
Good Communication skills & good orator
Personal Skills
Immense urge to acquire new knowledge
Inquisitive and hard working individual looking forward to a challenging job
Leaderships qualities
Very adjustable in new environments Can blend into new working scenarios and very comfortable in working in a team
Work Experience
Lastly, I worked for Access Online Solution ltd as a Associate Consultant for 06 months i.e 15 Dec. 2010 to June 15 2011.
I have worked for ebullient Company as a Jr. Analyst for 01.3 yrs i.e. June 09 to Oct. 2010.
I have worked for Aegis Bpo Services Ltd Co, designated as a Operation Executive for 08 months i.e. July 08 to march 09.
- Here we were Services provided for metro cities customer for credit cards on behalf of SCB bank.
Academic Qualification
High school [M.P. Board][2002][55%]
Higher Secondary [M.P.Board][2004][59.6]
Professional Qualification
B.com Taxation [2007-2008]
Proficiency Skills
Operating System : Windows 98/2000/xp/Vista
Programming Languages
MS Sql server2000, java