Exp-3

MyAddress Xyz

Mob. No. 00000 00000

MyNameXyz

PROFESSIONAL QUALIFICATION:

Bachelor in Arts from Xyz College in the year

PROFESSIONAL EXPERIENCE:

1. ICICI, Mumbai (From the year- till date)

Joined as Assistant manager – Phone Banking Operations Month Dtae Year onwards

Ensure excellent Customer Handling and delight
Primary responsibility included, handling a team of 4 Team leaders with 60 Agents and coordinating with cross-functional teams to ensure timely escalations and resolutions.
Coordination with backend to support in providing timely data/MIS for collections and retention
Prepare and perform operational reviews and strategic plan in order to implement the best practice and deliver result
Ensure Resolution of non-FTR cases within Xyz
Instrumental in customer acquisition and responsible in handling customer care queries
Ensure program acceptance & value delivery

2. Xyz Company, (From the year – till the year)
Joined as Executive and later Promoted as Team Leader

As Team Leader (From date – Till Date )

Job Profile:
Motivating and Leading a team of 25 agents to enhance Customer Satisfaction.
Handling difficult or time consuming collections and potential skip accounts in a timely manner while notating the system for follow up dates, documents and payments
Review collection calls with manager for continual feedback and training.
Listen and review call quality with each employee and provide feedback and suggestions for improvement.
Achieve goals set by management on a monthly basis while maintaining a satisfactory level of quality assurance on all calls.
May train other collectors and. assist with departmental projects or special assignments as needed for manager
Report Generation/Compilation of agent’s performance and to give them guidance for better performance through daily and weekly reviews.
To meet Training Requirements of agents through identification of their Areas of Development
Information Dissemination – Products and Service related during daily Post and Pre Shift briefings.
Compilation of Xyz Reports,
Conducting Team Meetings and One 2 One sessions.
Responsible for Mentoring and Coaching of team members and conducting Root Cause Analysis for performance improvement areas

As Executive- Call Centre (From the year – till the year)
Job Profile: Minimizing churn of subscribers calling in by providing them with first hand solutions to their problems and queries.

Providing Customer service support to USA and Canada customers using Xyz product

Achievements:

Was awarded with exemplary behavior for 2 consecutive months May /June 04.

3. Xyz Company (From Date – Till Date )

Joined as Executive, Customer Management Services

Job Profile:
Solving all disputes and suggesting the best to the subscriber
Giving the product and account information to subscribers.
Activating various value added services and the numbers of subscribers on the basis of their requests
Maintaining day-to-day call taking report
Providing feedback to subscribers regarding their complaints