Sparsh BPO Services Ltd Chennai : Telecom Inbound

[muthukalee]

Assistant Manager- Operations(Telecom Inbound)

Location :Chennai

Desired Candidate Profile :

* Voice process only.
* Must have handled a team of more than 60 Customer Service
* Must be from a ITES/Telecommunication Industry.
* Must have an experience of at least 4 Years.
* Must be good at M S Office tools.
* A candidate from strong Telecom (Prepaid, Postpaid) background is an added advantage.

Job Description :

* Providing leadership that will create and maintain a well-motivated, competent multidisciplinary team.
* Should have 3 to 4 years exp in Tele-com back ground.
* Managing the floor, adherence to schedule.
* Ownership and problem resolution.
* Training and development of Staff.
* Will be responsible for client interaction, process profitability, and ownership of an entire outbound/inbound process.
* Team motivation, team building and team target achievement.
* Recruitment for the process.
* Control of Attrition and shrinkage.

About us :
Sparsh is the leading provider of Business Process Outsourcing (BPO) services in the Indian market. A subsidiary of Intelenet Global Services, we have been ranked # 1 in the Dataquest Domestic Call Centre Survey 2008, the first ever study of the domestic BPO industry in India.

Contact us :
Sparsh BPO Services Ltd
409, Phase-III, Udyog Vihar,
Gurgaon - 122 016.
Tel No : +91 (124) - 3005700
Fax : +91 (124) - 6707021
E-Mail - Sunil Munshi
http://www.sparshindia.com

[Mala1101]

Please find resume :
MALA M.R ADDRESS
email : andal_1101 AT yahoo.com



OBJECTIVE : To serve the company for its development by applying best of my
knowledge and experience. Also undertake various tasks and meet
the challenges to prove myself and to grow along with the company
in every aspect
PROFESSIONAL EXPERIENCE :
Period of work Organisation Role
June 2010 till dateSeptember 2008 to March 2010 March 2008 to August 2008 1996 April to July 2000 freelancerHSBC Electronic Data processing India Pvt Ltd. Hyderabad International Payments French Department (HBFR)GENPACTKarvy Limited Translation of tech web site from French to English Customer Services ExecutiveCustumer Service Executive (French & English Language)Customer Care Executive.
HSBC Bank.
Dep’t. HBFR FRANCE– Accounts Payable – Payments COE
Client HSBC Bank ,Paris ,France
Working with HDPI (HSBC Electronic Data Processing India Pvt., Ltd.) since 4 September 2008 to March 12th 2010v WORK EXPERIENCEv Process deals with inbound Fax Instructions sent by Bank Customers, Processing of those instructions as per procedures set by business area.v Dealing with Outward Remittances, Standing Instructions and Charge Claims with special emphasis on Service Level Agreements.v As part of the process have very good exposure on various screens of HUB (HSBC Universal Banking Account) & HFE (HUB Front End).Handle priority payments by coordinating /Teleconversation with the Business Area.v Responsible for processing High value and Premier client payments and to make sure payments transmitted well before time.v Providing high quality service to achieve maximum Customer Satisfaction.Other Responsibilities Include v In addition to the above mentioned tasks, time to time assist the manager with other activities within v To resolve client queries.v Make recommendations for process improvementv Assist the manager in providing regular reports. v Build relationships with key points of contact within the Business Service Center across the processes and other functions in order to maintain an understanding of the process context.v Identify problem areas in the process and work with the team to generate solutions.v Provide information to the manager relating to the status of the queuev Adhere to the compliance policies of HSBC
GENPACT
Dep’t. Ebay France – Accounts Payable – Payments COE
Client Ebay - France
Processing of cheques and wire requests. - Follow up with vendor for any if any refunds. - Coding of refund cheque received. - Analyzing and taking appropriate action on Vendors with debit balance- Required minimal supervision to manage daily activities and is able to meet published deadlines for payment activities. z- Escalate system related issues to client’s technical support group.. - Perform regular standard tasks but with the opportunity to vary work sequencing. - Escalate issues and seeks advice when faced with non-standard issues/problems.- Share knowledge and experience with other members of team and assist staff where appropriate
KARVY LIMITED
Deptt Share Transfers
Client Shareholders.
· Receive / Call branches for queries / requests· Resolving the issues· Escalating the un-resolved queries to the reporting authority· Coordinating with various depts.· Periodic MIS reports
ASSIGMENTS & ACHIEVEMENT
French Interpreter at FIRST AFRO-ASIAN GAMES at HyderabadAwarded the best interpreter at First Afro Asian Games by Shri Chandrababu Naidu –Ex Chief Minister of Andhra Pradesh Translated documents from French to English for Oshada Therapeutics.Conducted French classes (Crash Course) at NISIET.Translated documents for ECIL, Hyderabad and also was appointed for a periodof two months as a translator and language trainer from 05/09/05 to 05/11/05. A Freelance Translator. Written a Book in French for travelers to France
Summary of qualification
Advance Diploma in French from R.K. MathAdvance Diploma in French from CIEFL, HyderabadLevel 300 (French) from Alliance francaise, Hyderabad Bachelor of Arts : sub : Political Science , Public Administration, Sociology Typewriting (English) lower. Diploma in Computers.
SKILLS
Writing Articles in French for e-magazine L’aube and was appreciated by the Business Area and my Manager. Good Knowledge of Computers : Ms.Office, Excel, Word, Lotus Notes etc. Typewriting English Lower.
TEACHING EXPERIENCE (French Language)


01 Teacher Faculty for French
School Oakridge International School
Description : Teach students at Middle School – PYP Training
Duration From : May 2006 to April 2007
02 Part time Lecturer Faculty of French Lanuage
College Shri Shakti College of Hotel Management
Description : Teach the students at graduate level
Duration From : August 2000 to April 2006
03 Teacher Faculty of French – Part time
School DRS International School – IBDP
Duration June 2007 to Feb 2008
04 Part time Lecturer Faculty of French language
Institute Vivekananda Institute of Languages – R.K.Math
June 2007-Dec 2007
ACADEMIC QUALIFICATIONS :
Qualification Institute/College/School Specialisation
Advanced Diploma French CIEFL, Hyderabad Literature and Syntax
B.A Osmania University Public Administration, Sociology
M.A French Persuing Bangalore University French Literature
PERSONAL DETAILS
Date of birth 11th June, 1966
Marital Status Married
Native of Pondicherry
Languages known to 1.speak2. write3. read French, English, Tamil,Hindi, Telugu, Kannada ,MalayalamFrench, English, Tamil,Hindi, Telugu, Kannada ,MalayalamFrench, English, Tamil,Hindi, Telugu, Kannada ,Malayalam
Passport No H7483290