Backend Processing Officer : Resume

[Guest]

RAM NARESH YADAV
ram.yadav51 AT yahoo.co.in

MISSION AND VISION :-
To perform to my best, add value to my organisation, and excel in my career in field of customer service financial services.

CAREER OBJECTIVES :-
Seeking a challenging job, which will offer more opportunity, which will help in my professional and Self development and would be mutually beneficial to the organization and myself.

WORK EXPERIENCE :-
Working with WNS Global services Pvt.Ltd.as a Sr. Associate from 23rd of April 2012 till date.
Responsibilities :-
Card Operations, deal transfers, deal cancellation and rebooking of deal, waiving off card funds, Card renewal and balance transfer.

Worked with ADFC Pvt.Ltd. as a Processing Officer from 22nd of December 2009 till 21st of April 2012.
Responsibilities :-
Cash Management Services (Work for Corporate and Public Sectors for providing payment services, and disbursements of operational flows, as well as specialized cash streams such as tax payments etc.)

ACADEMIC QUALIFICATION :-
2003- 2006 :- Completed B.Com from Awadh University. (Score 52%)
2001- 2003 :- Completed 10+2 (Intermediate) in Commerce from U.P. Board.(Score 50%)
1999- 2001:- Completed High school CBSE Board. (Score 55%)

TECHNICAL QUALIFICATION :-
DIPLOMA IN GNIIT 3 YEARS PROGRAMME
Tools : Microsoft Office (Word, Excel), C, C++,SQL,ASP.NET
All in house banking software used in HDFC BANK
Typing Speed – 30 wpm.

STRENGTH :-
- Achiever in coordination and convincing in challenging situations.
- Quick and effective decision making ability by evaluating the circumstances.
- Always a learner from other mistakes.

Declaration :
The above mentioned data is true to the best of my knowledge.

[Guest]

NEHA N. SACHULA
Email : neha_pinks AT yahoo.com

EDUCATION :
B.Com from Gujarat University, Ahmedabad in 2002
LLB from Gujarat University, Ahmedabad in 2005
Diploma in Softeware Engg. From MIIT ( by NACT)

COMPUTER SKILLS :
Operating Systems : Windows 2003 / 2000 / XP, Windows 7
Operating Tools :
(1) Microsoft Office (i.e. Word, Excel, Power Point, etc.
(2) C, C++, HTML, DHTML.

EXPERIENCE :
VODAFONE ESSAR GUJARAT LTD
Exicutive -Team Leader-Customer Service, Ahmedabad Dec’06- Sep’11

KEY RESPONSIBILITY :
- Handling post-paid customer base of around 10lacs in Gujarat Region.
- Guide, coach & mentor team members for implementation of processes
- Responsible for product development, customer management and relationship management
- Review all change request for impact on data structures
- Drive operations excellence, process improvements & utilizations
- Review MIS analysis periodically and arrive at an improvement plan
- Manage end to end customer service delivery operations for the region
- Develop and document suggestions for new and improved processes including ideas
- Ensure suggestions provided by customers are escalated to superiors immediately for corrective measures
- Handle customer escalation and ensure timely closure
- Providing leadership and setting benchmarks in customer service standard
- Motivating the team and developing their full potential by creating example
- Establish a sense of quality & teamwork within the group to deal with volume variations & new assignments
- Assist customers to their satisfaction in resolving their queries related to use of their network & services
- Prepare alternative action plan based technical & financial reviews to arrive at the best feasible solution.
- Conduct briefing & team meeting for team status updates, new product information, policy & procedures change, etc.
- Maintaining different types of MIS reports on daily, weekly & monthly basis.
- Processing customer request for STD promo, Deposit adjustment, MCI, GPRS service & etc.
- Analyze market requirements, competition moves, new products and technology and provide inputs to product management.

ACHIEVEMENT :
- Won the STARR award for saving Revenue
- Achieved 100% target for accuracy & TAT in scheme change, Billing & Refunds.

TATA INDICOM LTD, AHMADABAD :
Customer Service Executive Oct’05 – Dec’06
A leading company in Telecom sector worldwide, also No.1 Company in Telecom sector in India.

KEY RESPONSIBILITY :
- Worked as an inbound call dealer desk agent.
- Received calls from Dealers and resolve their queries.
- Solve queries about product, information, handset information,
- New scheme,problem in activation of SIM cards, recharge problems.
- Handled queries for prepaid and postpaid.
- Use to resolve the queries with help of Backend and IT Dept.
- Handled login and Dispatch of numbers.
- Activations to be done as per requests.
- Received calls from Field and engineers and resolved queries.
- Helped the filed in achieving their targets in month end through activations.
- Processed request for Scheme changes or Promo benefits.
- Trained new colleagues.

ACHIEVEMENTS :
- Promoted as a back office executive
- Achieved 120%+ target in system process & execution

LANGUAGES KNOWN :
Marathi,English, Hindi & Gujarati.