Customer Service Quality
Resume:
Gundur, M.I.E.T
Trichy *****
: acf968@r.postjobfree.com
: in.linkedin.com/pub/dinesh-babu/93/335/314/
DINESH BABU M (DINESH)
Summary:
7+ years of overall experience,
1+ Years of experience in Technical recruiting,
3+ Years of experience in BPO industry,
2+ Years of experience as (Tech Support) Hardware Service engineer,
Having work experience as a (Management Information System) MIS Backup,
Extensive experience in MS-Excel with Macro coding.
Expertise in Sourcing.
Education:
Pursuing Bachelor of Computer Application, Trichy.
Diploma in Computer Engineering (DCE), Sri Adhishankara Polytechnic, Irrungalur, Trichy
(2007)
S.S.C.L, St James Higher Secondary School, Palakkurichy, Trichy.
Work History:
Jun 2014 – Till Date
E-Business International, Trichy (www.ebintl.com)
Direct Client Recruiter
Roles and responsibilities:
Working as a Direct Client IT Recruiter for an US based Company.
I'm working here for end to end recruitment process and work across all IT technologies.
Contract placements, Contract-to-Hire, Direct-Hire Placements
Having knowledge and experience on US Tax terms (1099/W2) and Visa types.
Working on the client requirements and Sourcing, screening and short listing candidates
profile from database, references and from Job Boards like 'Monster', 'Dice', 'Career
Builders', etc.
Arranging interview schedules for the shortlisted candidates with the clients.
The requirement is provided to the recruiters and according to the requirement the resumes
are searched from the Job Boards.
Then the candidates are recruited over phone and then their resumes are submitted to the
Client with all the details.
Coordinating the interviews between client and candidates effectively to make the event
successful.
Responsible for full cycle of recruitment including direct sourcing activities, interviewing and
negotiating the compensation packages.
The daily report is maintained in a database format and then sent to the managers for their
review.
There is software named 'Send outs' to maintain the database of all the candidates which is
been send to clients for their review.
Apart from recruitment I work on Lead Generation for Business Development & maintain the
leads generated per day in a separate data base.
Environments: Outlook, Portals (Dice, Monster, Techfetch, and Career Builder, Theladders,
Linkedin)
Vdartinc, Trichy (www.vdartinc.com) April 2013 to Jun 2014
US IT (Technical) Sr. Recruiter
Hiring candidates for various IT/Software positions with various clients on contract, contract-to-hire
and permanent requirements across the USA. Hiring candidates from different technology basis.
Participated in all phases of the entire life cycle of Recruitment from understanding Job
Requirement, posting jobs on-line on jobsites and screening them technically.
Having knowledge and experience on US Tax terms (C2C/W2) and Visa types.
Responsible for short listing candidates through sources like job portals, databanks and
networking,
conducting preliminary interviews, sending quality profiles that match the requirements and
obtaining
accurate feedback from the clients regarding short listed and/ or interviewed candidates and
all related
Activities till joining of the candidate.
Communicating with candidates at all the stages (building relationships) -pre interview, post
interview and Post offer.
Roles and responsibilities:
Sourcing
Screening
Salary Negotiation
Recruiting
Selling candidates to the client
Environment: Outlook, Portals (Dice, Monster, Techfetch, and Career Builder, theladders)
Sun Business Solution, Trichy (sun.gloriatech.in/about.aspx) Jun 2011 to March 2013
Sr.Quality Analyst, Aug 2012 to March 2013
Jr - Quality Analyst, Feb 2012 to Jul 2012
Listening calls in three ways: recorded, live and side by side while communicating feedback to
encourage good ones and discourage the bad ones. Quality analyst works in a continuous process of
evaluating calls and providing feedbacks enhancing the quality of the calls. Monitoring isn't all about
spotting problems and dealing with them. It’s also about identifying and implying important positive
messages. Call quality monitoring is very vital for any contact center. Its main purpose is to identify
the calls failing to meet predefined standards and get the root cause of why. QA can make informed
decisions to make the process better, faster and quicker, implement or refine agent training and
coaching initiatives to bridge skills gaps, correct broken internal process, improve workforce,
scheduling or perhaps alert other areas of organization that are having an impact.
Job Description
Call Monitoring & Rating Scores
Giving Feedback to the associates
Report Publishing
o Quality Dashboard Report
o ICT Report
o Fatal Error Analysis Report
o Defects Analysis Report
o Short Call and Long Call Analysis
o Feedback Effectiveness Report
And worked as MIS Backup
Achievements:
(Part of member in Six Sigma Yellow belt Project)
Project Name: Easy DA - Escort Using Ms-Excel with macros
Environment: Outlook, Ms-Excel & macros, Calabrio, Cisco, Siebel, OEA, OBRM
CSE [Customer service Executive] Jun 2011 to Jan 2012
Responsibilities:
Receiving inbound calls from participants with regards Sun Direct service Queries
Answer participant questions, as well as question participants to obtain full understanding of
what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking
System.
Monitor Call Tracking for responses from administrative team so call returns are done in a
timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even
if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
Listen to and critique recorded conversations for purposes of improving customer skills.
Organize and prioritizes duties.
First Source, Trichy (www.firstsource.com) Mar 2010 to Feb 2011
CSE [Customer service Executive]
Responsibilities:
Receiving inbound calls from participants with regards Vodafone service related queries
Answer participant questions, as well as question participants to obtain full understanding of
what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking
System.
Monitor Call Tracking for responses from administrative team so call returns are done in a
timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even
if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
Listen to and critique recorded conversations for purposes of improving customer skills.
Organize and prioritizes duties.
Environment: CRM, Comverse, Awaya,
Warman Computerz, Oddanchathram, Dindugal May 2008 to Dec 2009
Hardware Service Eng and as faculty
Dazzle Systemz (HCL Show Room) KK Nagar Trichy, Oct 2007 to Apr 2008
Worked as Hardware Service Eng in
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