Customer service Inbound Process : Resume CV

[savita007]

Savita Singh
Email : savita_20 AT indiatimes.com

CUSTOMER SERVICE PROFESSIONAL :
PROFILE & STRENGTHS :
Result oriented Commerce graduate professional with excellent communication, presentation & negotiation skills.
Enriched with valuable customer relationship management skill. Industry experiences – Hospitality & Customer Service
Capable of taking initiative, highly flexible and approachable with the ability to work under pressure and be able to think and act strategically.
Good analytical skills, an in depth understanding of business processes & strong problem solving/ consensus skills.

PROFESSIONAL EXPERIENCE :
Working with Intelenet as a Team Leader(since Apr’08)
Working with PNB – Customer service Inbound Process.
Worked for Barclays Bank as a PRO.
Worked for RPG (Media Venture)

Key Responsibilities :
Process Handling ,Client Interaction & Business Development Management :
Handling a team of 20 members.
Managing target oriented KRA’s through optimum manpower utilization.
Creating & updating reports .
Presentation of weekly achievements to the management.
Interacting with the Clients & the Country-head thereby detailing them with the business as on date.

Worked with Jindals Intellicom Center (May’04-Apr’08)
Job Profile : Worked as a Team Leader-Customer Service (May’04 -Apr’08) handling a team of 18 members.
Key Responsibilities :
Client Interaction & Business Development Management :
Attending videoconference sessions with the foreign clients.
Formal discussions with clients and customers to improve process flow.
Leading gage sessions with client for live calls.
Responsible for gage sessions with the Quality Analysts to confirm that the QC parameters are followed at the same level.
Taking feedback from the client on candidates’ performance.
Assisting the head on Business Development with various clients thus assisting in increasing the number of clients.

Core Job Requirements :
Responsible for updating Client’s Address changes as well as Third Party addition or deletion for the Long Term Care policyholders.
Making changes in the mode of payments for the clients and responsible for cancellation or termination of policies as and when required by the Long Term Care policyholders.
Making mode changes for the policies requested by the customer.
Independently handling entire process cycle.
Responsible to attend calls escalated by agents on floor.

Managerial Role and MIS Management :
Interviewing candidates and making them understand the performance matrix as well as judging the candidates for horizontal/vertical promotions.
Screening the candidates to match the clients’ business necessities and arranging trainings for them.
Updating existing team members’ profile on Internal Job posting schedules.
Maintaining daily status of process updates.
Maintaining leave tracker for the team members.
Scheduling weekly rosters for the team members.
Prepared, implemented and monitored team targets and plans to ensure the goals and objectives are achieved.
Manage smooth and successful launch and completion of projects, tasks assigned by the Production head, ensuring that all critical details are addressed effectively.
Generate and analyze regular operational reports of the group (input for the production MIS report), specifically in the areas of productivity, quality. Institutes measures to achieve optimum performance in efficiency, quality, profitability and utilization of resources in the group.
Recommend the Superiors about appropriate action plans to improve the overall performance of the group.
Ensure that the delivery time for processing quantity, cost, TAT (Turn Around Time).
Coordinate with the Quality Assurance (QA) group to ensure that quality metrics are completely and accurately captured as input to the productivity measure computations.
Coordinate with HR group in productivity monitoring, identifying the high achievers and poor performers.

Training Responsibilities :
Initiate and recommend measures to improve the productivity and quality performance of the team.
Coordinate the execution of regular and special training modules with the training team. Ensure training gaps are met and feedback is given on training evaluation.

Worked with Dr. Batra’s Hospital-Aug’03-May’04
Job Profile : Worked as PRO (Public Relations Officer)
Key Responsibilities :
Front Office Management :
Handling customer queries regarding their medical bills,treatments,and admittance.
Maintaining customer records in terms of their address update and contact.
Renewal of medication contracts of the patients with the clinic.

ACADEMIC QUALIFICATION :
Graduate in B’COM from Kanpur University

Technical Qualification :
Database-MS Word’98,MS Excel’98
Programming-C

AWARDS AND ACHIEVEMENTS (Jindals Intellicom Center) :
Received the Team Extra Miler award many of times for maintaining the highest productivity and accuracy.
Received the Process appreciation award twice for an perfect attendance.

Date :
Savita Singh

[Guest]

Nikhil kumar
nikhilkmr78 AT gmail.com

experience :
3 months worked in ALLSEC TECNOLOGY(inbound)

Education :
persuing B.A (final yr) from C.S.J.M University.
Xth & XIIth Passed from C.B.S.E Delhi in 2007 & 2009