After contributing to the growth and success 2 different organizations in the past 7 years, I am seeking new challenges with a company in need of someone with exceptional planning, leadership, and management abilities. Taking command of an operation or project, then guiding it to new performance levels, is my greatest strength.I have done MA in Economics, MBA in Operations & International Business with over 7 years of experience working in International Markets.
Sr. Customer Service Executive & Acting Team Leader for UK based Firm-British Telecom
HCL-Technologies – BPO Division, NOIDA March’09 – Feb’13
My Organization was founded in 2001, pioneered third party BPO (Business Process Outsourcing) industry in India by launching HCL Business Services (formerly HCL BPO Services).HCL Business Services provides 24X7, multi-channel and multi-lingual support in 8 European languages. Over 11,500 professionals operate out of 26 delivery centers across US, UK, APAC, Europe and South America.
• Handled the accounts of BT clients, cancellation, renewal of their contracts with BT, customer service etc .
• Handled customer inquiries, complaints, billing questions and payment/service requests. Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions.
• Verification of customer service information and recommendations of the products which would reduce the bills accordingly.
• Prepared daily workloads for staff & coordinated the daily allocation of work.
• BT brand promotion via email.
• Worked with the sales and marketing team to drive sales forward.
• Provided email,soft skills and process training to new team members.
• Monitored & reported on standards & performance targets.
• Arranged & chaired weekly team meetings, focused on targets & achievements.
• Implemented new initiatives.
• Praised team members and created a positive working environment .
• Provided prompt and accurate information on individual performance.
Project – Unlimited Call package :-
Collected data of 500 BT Business Tycoons who had huge call charges. I initiated a project which was named as “Unlimited call package. In this project, we offered a call package to the customers who had high call volume. When it was introduced , many customers got attracted towards this package and within one week 10,000 BT customers bought this package.
I was awarded with £200.00 by BT for this remarkable piece of work
• Received 26 times “star of the month” award.
• Ranked Outstanding” in every half yearly Appraisal Cycle.
Team Leader – Tech Sales for UK based IT firm – Iqon Technologies
DIGITAL HUB, New Delhi JAN’06 – October’08
My Organisation was founded in 2001; it was a small BPO,having the capacity of around 150 seater . Our Mission : “To provide the highest level of world class services to our clients and to ensure customer delight, building loyalty and creating opportunities”. Our Goal : “To built-up a strong, successful and long-lasting relationship with our customers. The emphasis is on deliverance of quality services before schedule”.
In 2008,Company shut down their BPO operations due to cash crunch situation.
• Sold Desktops, Laptops and other peripherals to UK customers.
• Knowledge of Macintosh, windows, Microsoft Office.
• Developed impressive sales plan through effective sales methodology.
• Identified opportunities for development of new sales area through extensive research of IT field.
• Updated customers regarding constantly changing software, hardware, and peripherals.
• Enabled customers to maximize use of software by providing proper user training.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• Operational Management: Managing the floor, adherence to schedule.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Training and development of staff.
• Motivation, leadership for a team of 20 and developing future leaders.
Political Science (Hons.) :- 2001 – 2004
Delhi College of Arts and Commerce (University of Delhi)
Diploma in web designing and software engineering :- 2003 -2004
M.A. in Economics :- 2006-2008
MBA in Operations & International Business (Dual Specialization) :- 2011-2013
IMT Ghaziabad. – (Distance Learning)
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