Customer Support Officer : Resume CV

[Guest-IJT]

Customer Support Officer Bangalore : Resume CV
Name : Shailaja.vatepadpu
Email : Shailaja.vatepadapu AT gmail.com
Designation / Name of the Post / Skill Set : Currently wotking as team Leader in Mphasis
The submitted Resume :
Shailaja.Vatepadpu
E-mail : shailaja.vatepadapu AT gmail.com
OBJECTIVE
To join a highly motivated, competent & professional Organization to gain knowledge & achieve excellence, utilizing my experience for the growth of the Organization.
Total Work Experience : 10 Years.
* One year apprenticeship in BHEL
* 2years in Microcom as Technician (Testing and trouble shooting of electronic modules like billing computer for telephone.)
* 6 months in Modicorp LTD (6 months experience, worked as Technical support on telephone for Xerox machines.
* 9 months in DSA of ABN AMRO Bank (Telemarketing for Credit cards)
* 5.7 years till date in Mphasis

- Mphasis, an HP Co : 26th Oct 2005 - till Current date
PRESENT STATUS
Company : Mphasis, an HP Co., Bangalore
Mphasis Corporation is a Call Center and e-Services outsourcing company that enhances customer value by providing high quality e-services to our Clients. Recognizing the opportunity for providing value added customer services over multiple mediums, Mphasis started its operations with headquarters in Santa Monica, CA and remote service operations out of India.
Process : (Inbound Customer Service for India’s leading Telecom Industry)
(AIRTEL Bharthi Pre-paid Paid)

Designation : Unit Manager
Period : July 2007 - till date
Responsibilities :
- Handling team span of 21 agents, Manage manpower availability through out the shift. Manage performance of the team & make sure they achieve their Targets. Assign tasks to Team Members.
- Guide Team members in improvement of individual performance.
- Working as 2nd in Command in absence of my Operations Manager for the Process. Ensure achievement of Client specified parameters of Service Level. Authorized to send external reports to client, AHT base lining.
- Carry out Call monitoring exercises, having one on one coaching sessions - live & remote monitoring on a daily basis with agents and give feedbacks.
- Preparing daily & monthly agent activity & Performance reports,
- Answer Escalated calls. Floor walking to provide assistance, Sending escalation reports & issues on an hourly basis to the clients.
- Monthly Review meetings with Clients with PPT presentations.
- Making sure that all agents follow the rules & regulation of the company as per ISO documents. Conducting ISO audit on a weekly basis.
- Main role - Team Handling, Reports and Meeting Process SL. Also ensure availability of latest knowledge on Products across the Team.
TRAININGS ATTENDED
- How Telecom Works.
- Origination of Mobile phone.
- AIRTEL PRE Paid Products.
Process : Obelix

Designation : Customer Support Officer
Period : August 26th 2005
MANAGEMENT TRAINING’S
- Team Handling
- Stress Management
- Time management
- Handling negative feed back / How to give feedback
- Appraisal systems
- Conference call ethics
- Effective Coaching
- Team Leader Development Program Conducted by Clients.
Process : Obelix

Designation : Unit Manager
Period : July 15th 2007 to till date
Responsibilities :
- Maintain a good relation with all the customers by assisting them as a customer service Executive as well as by collecting on delinquent accounts.
- Also responsible for handling the team in the absence of the Ops manager (took team huddles, explained metrics and also monitored progress of other team members).
- Mentoring new hires on the floor to bring them up the learning curve.
- Created an environment of “Stretch” and “Best Practice Sharing” by inculcating effective collection techniques, account prioritization.
- Excellent listening skills; Ability to quickly access situations and resolution possibilities.

ACHIEVEMENTS
- Member for ISO & Compliance group for the process.
- Rated as one of the top ten VOE scorers in the enterprise wide VOE 2009 scores!
- Consistent Team performance with Ice Scores (Instant Customer Engagement)
- Top five In Up sell
- Received Winning Culture award
EDUCATION
- Diploma in Electronics– WPT Mangalore
- SSC –Govt.High School, Manila

Declaration : I here by declare that all the details given above are true to my knowledge.

Thanking you
Shailaja.V
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More Information about this submission and submitter :-
___________________________________________________
Submission ID : 3897679
Date & Time : 1st Apr 2011 6:11 AM (UTC)
IP Address : 223.177.48.230
Browser Info : Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; InfoPath.2)
Predicted Country : --

[raks1982]

RESUME
- Name : Barot Rakesh Pilavarsinh
- Date of Birth : 24th November 1982
- Marital status : married
- Address : Dist: Vadodra, State: Gujarat

- Educational qualifications :
Sr. No. Name of Examining authority Name of school / Institution Exam passed Year of passing % of marks obtained
1 GSEB Vibhag High school, Dabhoi SSC March’99 58
2 GS & HSEB Vibhag High school, Dabhoi HSC (Science) March’06 46
3 NCVT ITI, Tarsali, Vadodara ITI Wireman July’04 72
4 DOEACC SOCIETY Mtech institute dabhoi Course on computer concepts (CCC) June 10 61

- Computer proficiency
Well versed with computer basics, MS office & Tally software.
- Organizational Experience
- Mphasis & eds company as a customer support executive with 7 month experience in domestic bpo.
From feb 09 to sep 09
- Kochar infotech pvt ltd gizmo support as a technical support executive
- Aegis an essar enterprise as a customer support executive with 3 month experience from april 2012 to jully 2012
- Certificate course on computer concepts
- DOEACC SOCIETY
Examination for DOEACC Course on computer concepts (CCC) conducted during JUNE 2010 EXAM CYCLYE
- Academic achievements
- Won a number of prizes in debate competition at the school level.
- Languages known
- Hindi, English, & Gujarati

[Guest]

Dear Team,
I am sending my CV, I am ready for any project in your company.
Which may include handling office anywhere in India, abroad,since i am hard working and can handle
Technical support card production Personalization/ Operation/ Production/ Service Delivery Manager and HP higher end printer like HP8150dn,HP9050dn and Wipro Epson printers.
Also working on MPR 5800 Datacard machine since September 2010 which is used for laser engraving.
Last year i have also won the award for my contribution towards growth of the company.
I lead a team of Technical which looks after Datacard machines like DC 500,DC 7000,DC 9000,DC9000e,MX 6000
I had handle ICICI and HSBC production plus technical for more than 5 years.
Helping, giving guidance to Card Operations on all India basis assuming overall responsibility for customer service, account management, business development,complaince & profitability.
Ensured service delivery operation in line with service level agreement & by eliminating all operational bottlenecks.
Holding account review meeting with the customers for smoothing the service operations & suggesting customized solutions to maximize the account penetration.
Actively contribute to the growth of the business through actively seeking, identifying and supporting new sales opportunities.
Lead efforts in building the overall client relationship in existing accounts including relevant pre-sales activities, building senior management client/partner relationships, qualifying projects, understanding requirements, delivering presentations and proposals and closing new business.
Manage and execute programme/project work plans, including qualitative and quantitative tasks within the budget.
I have total experience of 23 years plus in this filed.
Thanks & Regards
Bhai Bhide

Resume :-
Bhai E Bhide
(Assistant Manager)
mail AT bhai1_bhide AT yahoo.com
Alt-mail AT bhai_bhide AT yahoo.com

Objective :
To obtain a responsibility and challenging position with a progressive company where my work experience will have valuable application and utilization of my opportunity for advancement.

Experience Summary :
Over 21 years experience in Hardware and Debit and Credit card embossing (USA) Datacard machines.

Technical Skills :
** IBM OS2 4.51ver WARP, Windows 95/98/NT, MS-DOS.
** Networking TCP/IP, LAN.
Hardware Skills :
** Maintaining (USA) Datacard personalization machines.
** Maintaining HP9050dn, HP8150dn Printers.
** Install and configure the software and configure it for a TCP/IP Network.
** Handling Datacard engraving machine MPR 5800.

Academic Education :
** Diploma in Industrial Electronics ( 4 years course 65%, 1989 pass out )
** Underdone Chip-Level training of WIPRO Printers in November, 1993.
** Attended ‘LAN Engineering’ course of CMS Institute in September, 1994.
** Six months training in PAC Computers Pvt. Ltd., training was in testing of Computer cards like MOTHER BOARD, CGA, MULTI I/O, FDC.
** Four months training in PROMPT Computers Pvt. Ltd., training involved Debugging of Computers cards like XT MOTHER BOARDS, CGA, MGP, EGA, FDC, WDC, Multi I/O.

Experience :
Company : CMS Infosystems Pvt. Ltd. May’2001 to till date
Designation : Assistance Manager

Present Responsibities Includes :
** Presently working on MPR5800 Datacard engraving Project since September 2010.
** Handling MPR 5800 all Technical issues personally.
** Easily recognizes system deficiencies and implements effective solutions.
** Suggests alternative technical solutions to meet client requirements more efficiently, and/or with greater reusability, and / or longer life.
** Identifies reusable parts, consumables required for machine and ensures the high quality throughput of machines.
** Assists in sales efforts from a technical perspective.
** Applies significant knowledge of industry trends and developments to improve service to our clients. Consistently delivers high-quality services to our clients.
** Looking after DATACARD machines in Vashi Card Center, since last 2 years with team of 6 Engineers.
** Handling HSBC risk and operation audit.
** Handling VISA and Master Audit.
** Maintaining of (USA) Datacard MPR5800 DC9000, DC7000, DC500, MX6000, with ultraform, CP40,RP90, (German) Bowe PT7000 mailer machines.
** Smart card personalization of non-financial cards like IOCL and HPCL.
** Monitoring of MIS Reports for CMS AND HSBC.
** Monitoring backup of all setup taken by team members weekly.
** Planning of spares for all the above machines.
** Giving technical guidance on Datacard machines to other regions.
** Handling front end client meetings like HSBC, BOB, BOR, etc. to look into their concerns and aspects.
** Handling mock run of SCB, HDFC, CITI bank, etc...

Job Profile :
** Handled HSBC and ICICI card personalization site independently which includes technical and operation part.
** Looked after DATA Preparation of ICICI and IDBI cards, Settings of priority of cards and holds CARDS to be sorted out and sending back to banks.
** Maintaining machines so that TAT (turn around time) should match as per bank requirements.
** Guiding Supervisor for quality control of these cards.
** Looking after HSBC Credit and Debit card Embossing and their dispatch to HSBC Branches and respective courses with team of six operators under my supervision.

Significant Achievements :
** Recovered important data (LAN ENVIRONMENT) for SKF.

Company : ABM Knowledge ware Pvt. Ltd. Jan'1998 to 2001
Designation : Senior Engineer
Job Profile :
** Worked on 286/386/486 - MOTHER BOARDS.
** Looking after Printers and Machines located At BMC, Mantralay, Nabard Bank, Navy, Old Custom House Etc.

Company : Omnitech Computers Jan'1996 to 1998
Designation : Senior Engineer
Job Profile :
** Worked on 286/386/486 - MOTHER BOARDS.
** Looking after at Setup, Printer Setup, following Purchase of Printer's Parts.
** Giving guidance to Sub-Ordinates.

Company : CMS COMPUTER LTD. Feb'1992 to Dec'1995
Designation : Senior Engineer
Job Profile :
** Worked on 286/386/486 - MOTHER BOARDS.
** Printers includes CHIP level repairs of all types of Dot Matrix-LQ2070, FX1050, EX1000, FX1170, FX1050, L-Q107O+, ETC., DESKJET 200, 400, 600, Debugging 600 C, 660 C, 670 C, 690C, 820 CXI, 870, ETC. and LASER PRINTERS of HP like III, II, 3P, 2P,4L, 4ML, 5P, 6P, 6L, ETC. repairs of ACER, COMPAQ, AST, TWINHEAD, IBM THINPAD NOTE-BOOK.
** Co-ordination with stores, filed and depot.
** Technical help to depot and field.
** Overall responsibilities in absence of Manager.

Company : PROMPT Computers Pvt. Ltd. Aug' 1989 to Jan'1992
Designation : Hardware Engineer
JOB Profile :
** CHIP Level Debugging of all above mention cards.

Personal Details :
Date Of Birth : 17th February 1967
Gender : Male
Marital Status : Married
Nationality : Indian (Maharashtra)
Language known : English, Hindi & Marathi
Hobbies : Swimming, Cricket, Music

Bhai E Bhide