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CV,IT Manager In Customer Service Targeting Middle East

I am currently available for work
Serial No: 42105
(03/08/1985, male)
List top 5 skills: 
Short Bio:

I am ITIL certified, having 8+ years in the Customer Service Industry.
I have been awarded for various achievements in the past but I consider the best award to be that given by my Vice President HR for best customer service.

Current location: 

Karnataka, India - View on map

Nationality: 

Indian

Preferred Sector of Employment: 

, IT and Technology, General Management

Spoken languages: 

english, Malayalam, Tamil

Locations I am interested in working:

saudi arabia, United Arab Emirates



Strengths

 Total commitment to the assignment, capability to with stand in enormous pressure and ability to produce within deadlines.

 Able to get along well with co-workers and accept supervision.

 Client Relationship Management.

 Strong People management skill.

 Positive thinking towards goal.

 Ready to take new challenges.

 Produce work that is orderly and attractive.

 Satisfying customer needs.

 

Achievements

 Was awarded as Best Idea Lead for the quarter.

 Awarded as the Super Talented Achiever of the year 2013.

 Was awarded for reducing the Attrition level in the team.

 Was awarded for achieving the service level as a sole ownership leading the team.

 Was awarded for Best Customer Service & Practices by the overall Global Process Services Head.

 Nominated as BCP owner for the team.

 

Professional Experience

Apr 2010 – Jun 2015.
IBM India Private Ltd, Bangalore.
Designation: Team Lead – Operations & Management.

Client: Qantas Airlines, Australia

Responsibilities:

 Been under training as a Manager.

 Providing end user customer service to the Qantas Airlines, Australia.

 Handling a team of 40 and providing timely report to the managers on the current Service Level.

 Managing the SLA on monthly/weekly basis.

 Handling conference calls with all the support teams regarding the Flight Delay reports generated.

 Handling Change Review Meeting with the support team & high level management.

 Providing Remote desktop support & Managing Active Directory account for the Qantas Airlines Staffs.

 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.

 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.

 Handling conference calls with Fujitsu, Telstra, Skywire, Silverwater, Amadeus & other resolver groups.

 Nominated as Acting SRM in the absence of actual SRM.

 Work with the manager to develop/implement action plans to achieve desired performance levels.

 Conducted performance feedback session for the team.

 SPOC for open ticket issues, responsible to pull up reports and co-ordinate with other Group Leads to close the open tickets.

 Respond to requests and inquiries from the higher level management within the pre-determined timeframe of our service level agreement.

 Manage attendance & Timely Submission of Operations Review during weekends.

 Identify solutions to work around open issues / problems that are under investigation or pending resolution.

 Avaya CMS queue monitoring and skilling according to the tenure of the Customer service representatives.

 Providing Process training for the new hires.

 Have involved in transition of new applications, and worked till the transition was implemented on the production floor.

 Involved in Campus / off campus recruitment for engineering graduates.

 Knowledge of Airport hardware such as Kiosk, Barcode scanner, RFID device, ABD, FID monitor and Optus mobile.

 Conducting team huddle and briefing new agents on latest process update.

 Assisting team members in installing up to date software that are required for the process.

 

Sept 2008 – Dec 2009.
Miracle Telecom Services Private Ltd, Bangalore.
Designation: Team Lead – Customer Service Team.

Responsibilities:

 Managed a team of 15 Customer service engineers by allocating job to each member and ensured that the target is completed on a daily basis.

 Motivating associates through effective management, career development & implementation of reporting mechanism.

 Conduct audits & share feedback with team members

 Involved with the sales team in promoting products & services.

 Coordinated with US & Canadian originating and terminating carriers in porting.

 Solving technical tickets and assist the team in solving complex technical tickets.

 Handling escalated calls.

 Coordinate with the management and bring into effect newly released policies in the customer support those changes according to business requirements.

 Providing status updates on all service requests being logged each day.

 Ensure transparent communication between team members and their wellness.

 Worked with the web development team for the improvement of website by implementing SEO Techniques.

 Provided resources in implementation of new website and CSS template for ticketing.

 Assure that the team members have the necessary education and training to effectively participate on the team.

 Encourage creativity, risk-taking, and constant improvement.

 Keep the project manager and product committee informed of task accomplishment, issues and status.

 Managed customers expectations, provide timely status updates and ensure an accurate and complete resolution that meets their expectations.

 Assisted in the development of other employees through participation in education and training activities.

 Worked with the Software team for the productivity of the organization.

 

Sep 2007 – Aug 2008.
Zingo BPO Services Private Ltd, Bangalore.
Designation: Senior Technical Support Executive – Telecom.

Responsibilities:

 Researches technical hardware problems in Telecom devices such as Linksys SPA 2100, SPA 3000, SPA 9000, SPA 942, SPA 941 as well as on Call Butler and provide end-user technical solutions.

 Have been promoted as a acting Team Lead.

 Handling training sessions for the new Customer service & Technical support executives.

 Monitoring junior technical support executives.

 Worked with the Software team for the productivity of the organization.

 Remote management i.e. solving technical problems remotely & providing full support for junior engineers.

 

Aug 2006 – Sep 2007.
Zingo BPO Services Private Ltd, Bangalore.
Designation: Technical Support Executive – Telecom.

Responsibilities:

 Troubleshooting customer issues related to Telecom VOIP Hardware, Networking & Operating System. (SPA 2100, 3000, 9000, 941, 942)

 Providing Technical solutions through phone and E-mail support.

 

Qualifications

Qualification/ School/College Board/University Class

B.Tech Information Technology. M.A.M College of engineering, Trichy Anna University First Diploma in Electronics & Communication engineering. Kalaivanar NSK Polytechnic, Nagercoil. Department of Technical education, Chennai,  First

SSLC BHEL Matriculation Higher Secondary School, Trichy. State Board,  First

 

IT Proficiency

Operating Systems : Microsoft Windows 95/98/2000/2003/XP.

Word Processing : Microsoft Word.

Spreadsheet : Microsoft Excel.

Presentation : Microsoft PowerPoint.

 

Training & Certifications

 ITIL Foundation certified.

 Diploma in Airport Management and Customer care, Avalon Aviation Academy.

 Completed Internship at the Chennai International Airport.

 Basic Ticketing training – Kingfisher Aviation College, Mumbai.

 Nominated as a Team Lead for the Internship at the Chennai International Airport.

 Diploma in Electronics Servicing and Maintenance Technology at TREC STEP, Trichy.