PAULINE BENNET MURMU [pic]

Mobile: +91-974*******

E-mail: acgjkq@r.postjobfree.com

Seeking middle level assignments in Client Relationship Management with a

growth oriented organisation

Location Preference: Anywhere

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? A result oriented professional with total nearly 9.5 years of experience

in Customer Service.

? Currently designated at Vodafone India, UPE for Partner Managment _CSD.

? An executor with sufficient experience in managing service operations

with an aim to accomplish corporate plans & goals successfully.

? Resourceful at maintaining relationships with clients and vendors to

achieve quality product and service norms by resolving their service

related critical issues.

? Capabilities in coordinating with internal / external customers for

running successful business operations and experience of implementing

procedures and service standards for business excellence.

? Proven skills in developing and providing training end-to-end solutions

for various processes spread across induction, process, behavioural, etc.

? Solutions-driven, customer centric professional with significant

experience in handling all aspects of service functions.

? An effective communicator with good relationship building & interpersonal

skills. Strong analytical, problem solving & organisational abilities.

Possess a flexible & detail oriented attitude.

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Career Highlights

Since Dec'14 till Aug 14 Vodafone India, Lucknow -UPE

Assistant Manager_ Customer Service (Vendor Management)

Key Skills:

. Monitoring End to End Vendor Management of multiple Service Partner

. Taking initiative in Circle Project to enhance Customer Experience.

. Monthly review to be conducted and corrective action to be taken on

concern area to enhance experience.

. Cross Functional VOC arranged with the Partners to enhance experience and

implement the customer requirement.

. Monthly forecasting done for multiple Partners with accuracy.

. Monitor hourly Call volume and take corrective action immediately to

enhance customer experience and achieved to maintain CPS within 0.18.

. Handled Data Center and HNI Desk which has generated high satisfactory

Customer experience.

. Handled Tele verification Center and adhered to the compliance guideline

set by TRAI.

. BQ tracking is done on regular basis and corrective action taken to

improve the potential of the team.

. Monitored Training performance based on TNI,LCA and audit on the batch

coverage on the delivery.

Since May'12 till Sept'13 Dishnet Wireless Ltd. (Aircel), Kolkata

Senior Executive_ Callcenter, Compliance and Prepaid SR Managment (East

Region)

Key Skills:

Operations Management

. Monitoring Compliance and Backoffice Operation for East Region in order

to meet the target and matrix.

. Handled Social Media, Blogs and TRAI related issue and provided end to

end closure.

. Updating the Circle on TRAI Compliance and guideline.

. Identification of top Calls (QRC) reason _Root causes analysis.

. Identify and provide leavers of metric performance related to repeat

call, registration percentage and waste call with action plans.

. Understanding the customer's requirement and highlighting various

departments for implementation.

. Review reports and take corrective action immediately if required.

. Managed multiple Vendors to set the KPI clearly inorder to deliver the

best.

Since July'09 Dishnet Wireless Ltd. (Aircel), Guwahati

Senior Executive_ Customer Service Delivery (Call center)

. Monitoring Inbound and Outbound Process in order to meet the target and

matrix.

. Identify and provide leavers of metric performance related to repeat

call, registration percentage and waste call with action plans.

. Regular check on Revenue Generation of the company by doing Product Up

sell through various Out calling and capturing VOC of Sub base in order

to do complete study of Customer requirement

. Retention's of MNP (Mobile Number Portability) customer base and

capturing of customer issues.

. Generating Leads via cold calling post analyzing Customer usage pattern.

. Understanding the customer's requirement and highlighting various

departments for implementation.

. Develop good working relationships with - Vendor.

. Review reports and take corrective action immediately if required.

. Have clearly set the KRAs for the vendor.

. Have also helped them to meet their respective KRAs.

. Have achieved above 100% in revenue in 2011 for all Quarters via

outcalling and retention and various activities.

Nov'05-May'09 IBM, Calcutta, West Bengal Assistant Manager

Key Skills:

Operations Management

? Managing service operations for rendering and achieving quality services;

providing first line customer support by answering queries & resolving

their issues, ensuring minimum TAT.

? Handling customer service operations inclusive of implementing short /

long term plans; coordinating with team with focus on excelling business

targets & service delivery metrics.

? Monitoring the overall functioning of process, identifying improvement

areas and implementing adequate measures to maximise customer

satisfaction level.

? Managing various service operations of clients pertaining to investment

and tax planning.

? Preparing MIS reports & other statements with a view to apprise

management of process operations and assisting in critical decision-

making process.

? Handling the client escalation and reverting with an action plan within

the timeline.

? Attending the meeting and calibration for better understanding of client

requirement and implementing in order to improve the process.

? Identification of top issue which is impacting the operational

requirement and implementing with an action plan.

? Conducting training whenever required for the bottom quartile and middle

quartile agent to bring up the performance.

? Conducted training for product process in order to meet the operational

requirement.

Performance Management

? Set clear objectives, track and provide feedback on a regular basis, to

the people against the objectives- duly documented and close looped

? Ensure 100% audit compliance and feedback has been done for all employee

by TL and Quality Team Leader.

? Timely update to be given on floor in order to avoid incorrect

information and 100% customer satisfaction.

? Ensure adherence to all the guideline set as per the client.

? Ensure regular RnR, Best Call of the Week/ Month need to be shared

white the client

People Management

? Provide 1X1 feedback with the agents sharing their achievements at the

beginning and then their areas of improvement.

? Resolve the issues of the agents at the earliest to ensure high

satisfaction of the team members.

? Do career path for the agents and show them their road ahead in the

organization so that they feel motivated to work in the organization.

? Encourage team members to share new innovative ideas that might help in

the growth of the team and also allow them share their best practices

with their colleagues so that they feel important in the team and also

give the best to the company.

? Have clearly set the KRA's for the agents

? Have also helped them to meet their respective KRA's and their Stacks

parameters.

? Reviewed on a regular basis on their performance in order to achieve

there target .Have always shared the report of Adherence which has been

given by WFM such as Not Ready, Login Hrs, NR Occurrences

? Review client reports and take corrective action immediately if required

? Set clear objectives, track and provide feedback on a regular basis, to

the people against the objectives- duly documented and close looped

Client Relationship Management

? Identifying and networking with prospective clients, generating business

from existing accounts and achieving profitability and increased sales

growth.

? Building and maintaining healthy business relations with vendor, ensuring

high customer satisfaction matrices by achieving delivery & service

quality norms.

? Enhancing customer satisfaction matrices and ensuring speedy resolution

of queries & grievances.

? Assessing customer feedback, evaluating areas of improvements & providing

critical feedback.

Training & Skill Development

? Spearheading training, learning and development customer care process in

the Call Center; developing process audit at Call Center.

? Conducting training sessions for quality service.

? Involved in imparting training to Supervisor, CCE's and other

professionals in the filed of knowledge management and process

migrations.

? Evaluating the effectiveness of training programmes by developing pre /

post assessment programmes.

? Creating training & resource materials and delivering the same in one-on-

one and group settings.

? Measuring and assessing the identification of training needs for

different( training effectiveness processes thereby implementation of

necessary changes and action plans based on one-one feed back.

? Monitoring the performance of employees to ensure efficiency in

operations and meeting of KRA's.

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Previous Assignments

Tenure Organisation

Designation

March'05-Nov'05 Magus Customer Dialog

Customer Care Executive

Nov'05-May'09 IBM Daksh

Assistant Manager

July09-Sept'13 Aircel

Senior Exective

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Academia

2006 Graduation from Loreto College, Calcutta, WB, Calcutta

University.

2002 Higher Secondary from Assembly of God Church School, Calcutta,

WB, ISC Board.

2000 Class X Examination from Assembly of God Church School,

Calcutta, WB, ICSC Board.

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Achievement

? Best Floor supervision for 2005 to 2006

? Awarded Top Talent for 2006 and 2007.

? Awarded as the Star Performer for 2007.

? Awarded as GEM of the Process for 2007.

? Certified White Belt from Bharti Airtel India Ltd

? Awarded as GEM of the Process for 2008.

? Awarded Bravo for Revenue Generation of 9.3m through an out calling 2009.

? Awarded Pat on the Back due to successful testing for MNP 2010.

? Awarded Bravo for Implementation of Quality & Improvement for Outbound

2010.

? Rewarded for the streamlining TRAI guideline across East Region.

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Personal Vitae

Date of Birth : 16th October 1984

Address : House No. 234, Aparajita Apartment, Mall Road,

Kolkata

Linguistic Abilities : English, Hindi, Assamese, Bengali, Nagameses,

Nepali

Reference:

Available on Request.

Date:

Pauline B. Murmu

Contact this candidate