SumIT Arora

  • Eleganta | F - 106 | Lodha Casabella | Dombivili [East] | Mumbai - 421204
SumIT Arora

Team Leader

OBJECTIVE

Seeking a Leadership position in a Operations with a Reputed Organization to Establish Myself In The Field Of Development, Where I Can Continuously Learn And Contribute
Directly To The Growth Of The Organization.

Work History

Work History
Jul 2011 - Present

Team Leader

Lester Infoservices Pvt. Ltd
  • Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation..
        • Countries served:· United  States ·        United Kingdom ·        Australia ·        Ireland
  • Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.
  • Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.
  • Ensuring team bonding and team interaction as to avoid attrition happening on the grounds of dissatisfaction in the team.
  • MIS reporting as well as optimum utilization of resources & system.
  • Liasoning between different departments for any issue amongst team members which is an area of concern.
  • Working closely with the Manager on a daily basis to ensure a smooth operation within the department.
  • Publish important updates as per the new changes in the market.
  • Controlling Attrition and Shrinkage.
Jan 2009 - Apr 2011

Subject Matter Expert

Sutherland Global Services
  • Managing Inbound Calls and Chats for Technical Troubleshooting for United States largest Telecom Service Provider(AT&T DSL and AT&T U-verse).
  • Resolving complaints on Priority Tracking advisor's performance on daily basis.
  • Monitoring associates' login hours and schedule adherence.
  • Publish Reports for the process 1 Promoted as a Subject Matter Expert in 4 months considering the remarkable service delivered to the customers by means of C-SAT received by them.
  • Posses excellent Retention skills.
Jan 2008 - Jan 2009

Blue Line Collector

TrackMail AR Services
  • Handling Inbound and Outbound calls for American Express(United States).
  • Working and Collecting revenue for the client, on papers older than 7 years.
  • Received $500' s reward and promotion to a ATL level from the client(AMEX) in November 2008, after collecting an overall revenue of $76000 for 2 consecutive month, considered to be the highest collection by any individual for January 2008 - January 2009.
Jan 2007 - Jan 2008

Sr. Customer Care Executive

Spanco Ltd(R-COM)
  • Handling Inbound Informational and Escalation calls Addressing and Resolving complaints on a timely manner.
  • Adhere to the Login hrs & maintain the desired AHT Levels.
  • Develop strong customer relationships and provide paramount service
  • Up-selling of Special Recharges and other Telecom products. 

Education

Education
2008 - 2012

B.Sc

University of Mumbai

Passed

2008

H.S.C

university of mumbai

Passed

2005 - 2006

S.S.C

Maharashtra board

Passed

Current CTC

Current CTC [Excluding Variables or Incentives]:  4.8 Lakhs / Annum

Certifications & Courses

Certifications

MS OFFICE 2003

MS WORD 2003| MS EXCEL 2003| MS POWER POINT | C++ Coding | Java Script

Hobbies

  • Listening Songs
  • Playing Football