Resume - Operations, coordinations, MIS, Advanced Excel, Customer service

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Resume #66492

CONTACT INFORMATION:
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To secure a position where my existing skills in the areas of administration and customer service can be utilized by a progressive and innovative company.

PERSONAL SKILLS
1. Willingness to learn.
2. Planning and co-ordination.
3. Strong People management & motivation Skills.
4. Analyzing problems and finding better solutions.
5. Crisis management.

Qualitative Skills
1. Six Sigma Yellow Belt. (From HCL Technologies Ltd).

TECHNICAL SKILLS

Tools Known
1. E-CRM v2.0.
2. Nortel supervisor.
3. Avaya CMS Supervisor.
4. Arbor & Kenan Front ends (Telecom Order Management & Billing Platform)

Packages: Ms Office (Excel, Word, PowerPoint, Front page...),
Languages: Visual Basic 6.0 & C++
DBMS: Ms Access, Visual FoxPro

Hardware: System Assembling,

CAREER PROFILE

Company: HCL Technologies BPO Service Limited
Place: Chennai – India.,
Duration: Dec 2005 – Oct 2007.
Designation: Sr. Executive
Job Summary
1. Real Time calls Queue monitoring.
2. Handling/Mentoring 8 SL Executives.
3. Core Analysis on Service Level Slippage and drive necessary corrective actions.
4. Processing additional payments for 800+ Employees – verifying with Agent login data (Coordination with Finance and HR department).
5. Performance reviewing and giving feedbacks and setting new targets.
6. Monitoring Team Metrics and KPA's
7. Auditing Schedule adherence and highlighting key issue's to management.

Company: Airtel - Bharthi Cellular Limited
(Bpo Associates – i2i Enterprise Ltd, Spectra HRD Ltd, Hindhuja TMT Ltd, HCL Tech Ltd )
Place: Chennai – India.
Duration: Nov 2003 to Dec 2005
Designation: Supervisor
Job Summary
1. Handling Escalation's from agents.
2. Close looping high level complaints.
3. Training executive in new concept of GPRS/Blackberry & internet connectivity.
4. Handled a Team of 11 Executives.
5. Performance reviewing and giving feedbacks to agents.
6. Scheduling shifts for team members.
7. Briefing about product and process update.

Company: Malavika Information System pvt ltd.
Place: Calicut – India,
Duration: From Aug 2002 to Sep 2003
Designation: Desktop Support - Trainee
Job Summary:
1. Trouble shooting desktops and Timely upgrading system performance and installing anti virus.
2. Inventory management,

ACADEMIC QUALIFICATION

1. Diploma in Computer Applications, From LBS Institute of Science and Technology in Oct 2002.

2. Multimedia Technical Administration, From Softech solutions in Oct 2002.

3. Bachelors in Business administrations, From University of Madras in Mar 2007

PERSONAL INFORMATION
Date of Birth: 26th Jul 1983.
Nationality: Indian.

COMMUNICATION SKILL
Languages Known Speak Read Write
English Yes Yes Yes
Malayalam Yes Yes Yes
Tamil Yes No No
Hindi Yes Yes Yes

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