Work Experience

Knoah Solutions Pvt Ltd.– (September, 2010 – To-Date)

Quality Specialist

• Train the new hire quality specialists based on the quality guidelines and the process if required

• Conduct performance review with respect to Productivity, Accuracy on daily basis.

• Coach agents on the identified opportunities from the internal audits

• Prepare the ‘Daily Evaluation Plan’ and modify it as per the requirement.

• Attend weekly review meeting with the client

• Prepare productivity tracker and invoice estimate for special projects on a weekly basis

• Attend External Calibration sessions.

• Update the team on the process updates coming from calibrations and client communication

Sitel India Pvt Ltd – (February, 2007 – September, 2010)

Customer Services Professional

• Trouble shooting internet connection and Email issues.

• Connects customer computer remotely through desktop sharing.

• Creating and updating Sanity reports ( Using Ms Office )

• Maintaining records of employees’ i.e. Individual files related to all KPI's( Key performance Indicators)

• Trouble shooting client problem within the time frame with customer satisfaction.

• Upgrading/Setting up customer computer to connect to the internet .

• Accomplish new and complex tasks without assistance. Identify and prioritizes issues and resolve them in a timely manner.

• Setting outbound dialer as per customer’s need.

Crux consultancy (contract with VSNL) – (February, 2005, – February, 2007)

Retention Executive

• Training new joiners

• Retentions through outbound telecalling, Retentions include dial-up & broadband customers.

• Escalate the Technical Issue of the customer to concern team

• Managing Escalations and driving targets

• Preparing audit reports

Sri Consol Software Pvt Ltd – (November,2002 – December,2004)

Hardware Engineer

• Providing Network connectivity and technical support to clients.

• Day to day management of the network and handling network, hardware and software problems.

Tools Proficiency and Computer Skills

• Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook.

• Diploma in Hardware and Networking from Micro CA.

Education

• HRD degree college, Hyderabad (Osmania University, 2002)

Bachelor of Science

• Tetrahedron intermediary Jn college, Hyderabad (Board of Intermediate, 1999)

M.P.C (Maths, Physics and Chemistry)

• St. Marks High School, Hyderabad (S.S.C from Board of Secondary School, 1997)

Participation and Certificates

• Received Best Performance Certificate from Knoah for the month of September 2012.

• Received Best Performance Support Reward Sitel for two consecutive years 2008 & 2009.

• Moved to Bangalore as a support stay and handled 20 batches on behalf of SITEL - 2009.

Personal Information

Date of Birth: 30th Nov, 1981

Spouse name: Trupti Chandan

Permanent Address: Padma Rao Apartments, H.No:8-3-169, Flat 202,2nd Floor, Second Bazar, Secunderabad-03

Interests

• Spending quality time with family and friends.

Others

• Languages known: English, Hindi, Telugu, Tamil.

Contact this candidate