Work History

Work History
Aug 2007 - Nov 2010

Sr Advisor

HCL Technologies BPO services Ltd

Education

Education

10th

Laxman Paublic School, Hauz Khas Enclave affiliated to CBSE Board

Scored around 70% aggregate with exceptional marks in Maths & Science

Jul 2005 - Apr 2010

B.A.Pass

Delhi University
Apr 2001 - Mar 2003

10+2

Laxman Paublic School, Hauz Khas Enclave affiliated to CBSE Board

Scored 81% aggregate with CBSE board with distinction in 4 subjects

Topper in Engg. Drawing in the school for the same year

Core Competencies

  • Excellent grasp of the dynamics involved in ‘calling’ atmosphere while dealing with international customers.
  • In depth knowledge and understanding of various reports required for MIS purpose so as to maintain key service deliverance standards. Making Offline Tracker, CTI Adherence, Call Avoidance reports & collating performance data for the span on a daily basis.
  • Expertise in handling offline complaints for customers.
  • Working as a backup to my Team Leader for tracking daily & weekly reports.

Acheivements

*  Won the Customer Service Champion award twice for Quarter 3 & Quarter 4 presented by Mr Nigel Stagg, Managing Director, Customer Service, BT, UK.

*  Also been a Bright Star for the quarter Jan-Mar 09 given by HR, HCL Technologies BPO services limited for giving 100% attendance & login hours.

*  Acheived my targets in a given period of time & been the Star of the Month & Acheiver of the month on regular basis.

*  Appreciation letters & certificates for maintaining an excellent Customer Satisfaction Score from the SDL.

*  Also given a chance to handle the team in the absence of my TL which involved rostering, analysing the reasons for dis-sat calls, taking PSBs, etc.

Objective

Sr Customer Care Executive with a work experience of over 2 years in the areas of Process Management, Operations & Team Management looking for a full-time position & assignments  with a growth oriented organization of repute.

References

References

Akhil Girdhar

I have worked under Mr Girdhar from Dec 2007 to Oct 2010

Jitender Khanna

Worked in Mr Khanna's team for 32 months

Karan Bhardwaj

I was reporting to Mr Bhardwaj from June 2010 to Nov 2010