Seeking a challenging career and simulative work environment, that encourages continuous learning and provides exposure to new ideas and personal and professional growth.
Professional: Pursuing MBA (Finance) Graduation from Sikkim Manipal University
Formalized: B,sc Degree from National College, Basavanagudi
(Affiliated to Bangalore University)
Areas of Expertise
§ Project Management: Operations management, Staffing, Scheduling, Service level management.
§ Team Management: Mentoring & motivating the team for exceptional performance
Work experience :
From July 2005 to Dec 2006
Ø Worked in Airtel, as an associate customer relation (front end – Lobby).
· Internal Control - preparation of periodic MIS reports, implementation of internal checks & controls, co-ordination with the internal sales team
Ø Jan 2007 to till date Working with Convergys Pvt. Ltd.
Convergys is a global leader in relationship management, with a broad range customer and information management solutions, backed by technology, business analytics and consulting services.
Accountabilities as a Floor Coordinator (Since Nov 2008)
· Manage a headcount of 220 including 13 Team Leaders. Co Ordinate with respect to all the requirement
· Clients and Internal reports made and sent on a daily basis
· Provide essential input to on-site Operations staffing plans based on analysis of recent historical performance for key indicators
· Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring;
· Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved.
· Ensure accurate and timely schedules and focused staffing plans.
· Focus on real time agent productivity, performance and scheduled adherence
· Manage intraday client program metrics to meet or exceed contractual requirements
· Management of Leaves for the complete program. Along with managing E sat
· Co-Ordinate trouble tickets, escalations and security audits
Accountabilities as a Customer care officer (Jan 2007 – Nov 2008)
· Handling calls for DR clients (Direct response).
· Dealing with Credit Cards for HSBC Bank USA.
· Handling customer queries & objections being a major part of job profile
· Multiple products where in customers call through T.V advertisements
· Been a part of Escalation desk which handles calls escalated to supervisors
· Been part of many transition batches to up skill them after initial training
Front End: Visual Basics 6.0
Back End: MS-ACCESS
Office Tools: Proficient at MS Office and have used Excel, PowerPoint, Outlook and Word extensively.
Computer Languages: C, C++, VB 6.0
Operating system: Proficient with all the versions of Windows and MAC
Tools : Lotus notes, Siebel. Avaya CMS, IEX CRDB, etc
Fathers Name: S.K. Ramachandra Rao
Date of Birth: 25-08-1982
Permanent Address: #3 1st cross 9th main 3rd block
Nagerbhavi 1st stage
Languages Known: English, Hindi, Kannada, and Marathi.
Hobbies: Browsing, solving puzzles, cricket, chess and traveling.
Also visit http://goodfundsadvisor.blogspot.com