Customer Care Associate : Resume CV

[Guest-IJT]

MBA in Finance, with 4years of experience as Team Leader-Quality

HONEY C KHITHANI
E-mail : h_khithani AT rediffmail.com

Educational Qualifications :
Post-Graduate Diploma in Management
- PGDM (DUAL) in Finance from BALAJI Institute of Management (Pune) scored 61.1%
Course Year of Passing Board / University/Year Percentage
S.S.C Swami Vivekanand High School Maharashtra Board-Oct 1999 55%
H.S.C National Sarvodya College of Commerce & Science Maharashtra Board-Feb2002 72%
B.Com V.E.S College of Arts, Science and Commerce Mumbai. Mumbai University 62%

Computer Skills :
Basic knowledge of Computers tally 5.4, D.T.P, MS-OFFICE, and OPEN OFFICE.

Experience :
IPROCESS LTD (ICICI BANK LTD)
August 2009- till date
Team Leader - Quality, Training & Development (Collections)
- Training PBO's Phone Banking Officers for DSMG Collections product
- Process Updates
- Handling Project of Genesis and Nice Installations in DSMG Collections process
- Given Training on Dialers /Nice/CC Pulse + on the floor.
- Process mapping of Genesis/Nice
- Generating Reports on CC Pulse +
- Preparing Scripts on various products
- Event management of the floor.
- Capsule training for product.
- Issue of Training MIS every Month.
- Responsible for the VSTS of the New Hires on the floor.
- Responsible for the AOL project on the floor for Training & development.
- Creating AOL quiz on the floor.
- Responsible for the VSTS of the New Hires on the floor.
- Handling 6 Quality Executives and Re auditing their calls and conducting Calibrations on a regular basis.
- Conducting meetings and Calibrations with the operations Team on a regular basis.
- Making various kinds of Reports showing improvement and performance and sending it across to the Top management.
- Ensuring the call targets of the Team are met.
- Checking unethical and unprofessional practices on the floor and take measures to stop it.

Quality Analyst : CART(Customer Acquisitions & Retention Teams
August 2007 to August 2009
- Evaluating calls of the phone banking officers.
- Responsible to ensure quality standards of the phone banking officers.
- Coaching the PBO to increase their productivity.
- Regularly giving feedback to phone banking officers to enhance their product knowledge.
- Responsible for giving correct and updated information of the products to the phone banking officers.
- Doing internal calibration of the phone banking officers.
- Conducting meetings and Calibrations with the operations Team on a regular basis.
- Preparing daily MIS of the team.
- Coordinating with operation department.
- Meeting with clients to ensure quality service.
- Hand holding the new Quality Specialists in the Team and making them aware about all the Quality related processes.
- Making various kinds of Reports showing improvement and performance and sending it across to operations.
- Carrying out various kinds of Contests and initiatives in order to boost productivity along with quality.
- Checking unethical and unprofessional practices on the floor and take measures to stop it.
- Done process mapping for various processes in an outbound call centre to ensure that there is a proper flow of the activities.
- Clarifying product/ process relating discrepancies from the concerned business teams
- Doing analysis of the calls, CC Pulse reports of the officers and inform the concerned managers about the areas of improvement.

Office Assistance : The Saraswat Co-Op Bank Ltd.
August 2006 to May 2007

- MIS MANAGEMENT : Responsible for managing data of import and exports documents.
- To manage day-to-day queries of the customer who comes to the branch.
- Preparing Official letters which the bank sends to the customers.
- Worked with the Retail Banking department.
- Worked with the HR & FOREX department.

Customer Care Associate- :Wipro BPO.
March 2006 to July 2006
- Inbound US Credit Card process.
- Responsible to resolving all customer queries relating to Credit card.
- Responsible for Up-selling value added services
Retention Executive- :BPL PVT LTD.
August 2005 to January 2006
- Retention of the customer by providing better services.
- To manage day-today queries of the customers who comes to the Gallery.
- Marketing and Selling of the new schemes of the Company.
- Providing different Tariff Plan according to the usage of the client.
- Responsible for servicing of the clients who walks in the gallery..
- Contribute to maintain a higher service level by solving the queries within a specified turn around time.

Achievements- : IPROCESS LTD (ICICI BANK LTD)
- Create excitement for the JNJ club in Managing Events for the floor.
- Successfully Achieved Implementation of Dialer's in DSMG Collection the floor.
- Successfully handling the Training and Quality function for the DSMG Collections process.
- Attended Team Leader Development Program in ICICI.

Other Activities :
- Attended White Belt Training in Six Sigma
- Received certificate of summer course in YOGA.
- Received certificate as an active member of the culture activity.
- Received certificate in REIKI.
- Contingent Leader in Mumbai University Youth.
- Contingent Leader in C.B.M.D Swadeshi Mela Mumbai.
- Received certificate in Art of Living.
- Done Branch Auditing

Personal Profile :
Marital Status : Unmarried
Hobbies & Interest :
- Interacting with different people.
- Listening to Music
- Traveling.
- Dancing.

I hereby declare that all the above information furnished by me is true.

Honey Khithani

[Guest]

RAM CHANDER
D.O.B : AUG 1,1985
Email : ramsaini00724 AT gmail.com
Nationality : Indian

Career Objectives :
Looking forward to associate myself with an organization where there is an opportunity to share, contribute and upgrade my knowledge for development of self and the organization.
Strength
- Good communication and interpersonal skills.
- Good analyzing capability.

Academic Profile :
QUALIFICATION INSTITUTION YEAR %
Graduation Punjab university ------ -------
10+2 (Intermediate) Govt.Model.Sr.Sec.School-19.Chandigarh(C.B.S.E. Board) 2005 73%
- Basic knowledge in Communication.
- Basic knowledge in computer with Internet.

EXPERIENCE AND LAST WORKING DETAIL :
1). 1). 1 Year Experience with Competent synergies PVT.LTD.
2). 27 Month Experience with Ibm Daksh PVT.LTD
I am joined IBM DAKSH ON 07 /05/08 Customer care executive in Jk prepaid .it wsa a great experience to work with Ibm Daksh . I am very hard worker .i know how to work in call center and full aware about the policy of ibm .in the year of 2008-2009. I got PBC 1 rating and got many appretiation letter from central head on be half my performance and in the year of 2009-2010 I got PBC 1 rating and I have been promoted as SR .Executive on 1 ,july 2010 on be half of my good performance . I meet all the target which is required for company ,management and business.i resined on 10 august due to my family problem.

PERSONAL DETAIL :
Father’s Name : Sh. Sant ram
Language : Hindi, English, Punjabi
Gender : Male
Hobbies : Reading books & playing cricket
Marital Status : Married

Declaration :
I hereby declare that all statements are true to the best of my knowledge.
Date :
Place : (Ram chander)

[Unregistered]

Contact Address
Name : Priya Sharma
Ajmer (Raj.) 305001
Email Id : Priyasharma.maruti AT gmail.com
Date of Birth 6th Jun. 1982

*Career Objectives :
To realize my potentials in challenging situation and develop my capabilities through this learning process. I am dedicated and devoted professionally seeking a responsive job and develop my capabilities through this process.

*Academic Qualifications :
B.A. From Kota University Raj.

*Professional Qualification :
Basic Operation knowledge of computers, Tally 7.2 , Internet knowledge.

*Professional Experience Summary :
RAJPATH HYUNDAI PVT.LTD. (Workshop)
Jaipur Road, Ajmer-305001
Designation : Customer Care Manager.
Job Profile : Customer care Management
Period : 01 Feb 2005 to 28 Aug. 2007

RAJ AUTO WHEELS PVT. LTD. (Workshop) :
320, Khasra no. ‘KHANKARDA’ Bhoonabay, Jaipur Road, Ajmer-305001
Designation : Customer Care Manager.
Job Profile : Customer care Management
Period : 1-Sep-2007 to 4-Dec-2009

SANGA AUTOMOBILES PVT. LTD (Showroom)
Pratap nagar, pratap plaza, Jaipur. (Raj.)
Designation : Customer Care Manager.
Job Profile : Customer care Management
Period : 15-Dec-2009 to 1-Feb-2011

- Manage the management of the customer vehicle services.
- Regular follow up by valuable customers.
- Also taking Counseling of Enquire.

AJMER AUTO AGENCIES PVT. LTD (Showroom)
Designation : RTO Incharge.
Job Profile : Making Bills on DMS softwere,n make vehicles RC(Ragistrations card) by RTO office Handling customers, n make sure they will satisfied or not.
Period : 10-Feb-2011 to 1-Dec.-31 Jan-2013

- Confident.
- Can Work under Pressure.
- Perfectionist, Cheerful, Cooperative.
- Fully dedicated to my work and Responsible.

Name : Priya Sharma
Husband name : Mr. Praveen Sharma
Gender :
Marital Status : Married
Nationality : Indian
Language known : Hindi, English and Gujarati.

- Will be provided when needed.

Date : - 06-04-2013
Place : - Ajmer (Raj.) (PRIYA SHARMA)