Resume

SEBASTIAN LAMA

Unit ****,Cityland Exective tower 3, Cityland Square, Sen Gil Puyat, Makait City.

Mob - 0063-927-***-****

Skype Id: acqmfb@r.postjobfree.com

E-mail: acqmfb@r.postjobfree.com

EXECUTIVE SUMMARY

6 years of experience in Call Center

Done White belt six sigma certification.

Experience in Customer Care, Quality Assurance and Team Leading.

3 years’ experience in team handling.

Creative and tenacious problem-solver, with ability to manage clients.

An effective communicator with good interpersonal and relationship management skills.

A thorough professional with a proactive attitude, capable of thinking in and out of the box.

PROFESSIONAL BACKGROUND

Barclays Shared Service Private Limited July 2007- Oct 2013

Responsibilities:-

Star Caller

Taking Inbound calls for U.K Customers.

Giving Customer good experience for the queries and resolving there problem.

Helping the new joiners on the floor

Helping customer how to manage their account

Manage customers financial account with best benefits available in the market Balance transfer

Started working with Barclays in July 2007 as a Sr.Customer Care Executive, got promoted as a Team Lead in September 2010.

Team Lead :

Responsibilities

Monitoring Service Levels.

Handling team for 21 Agents

Proactively managing performance and enhancing performance of team based on SLA’s.

Identification of soft skills training needs and responsible for process training of employees.

Handled the efficiently the team of 30 Agents as a Team Lead for 3year.

Prepared the TAT report, which is now controlled.

Monthly One to One with the Team Members which were taken as records for annual appraisals.

Weekly client call.

Making Weekly/Monthly Dash Boards/updating the Managers.

Providing Assistance/Training and updates to the agents.

Provided Assistance to the Quality Coaches as well provided the Process knowledge and also barged the Quality of New Quality Coaches.

Prepared an intensive detailed report on retrievals.

Daily Download Extraction and allocating work to the agents.

Auditing Calls of the Team Members.

Maintaining performance Tracker.

Organizing Team events to motivate the agents.

Well versed with all the reporting and data related to process.

Always able to resolve the issues and queries of Agents related to process, and gave floor support.

Shown initiatives to learn new things related to process, reporting, etc.

Taking sup calls.

Milestones Achievements

Best scores in Feedback survey for Supervisors.

Best performer of the year

Awarded best team manager for best team performance

Awarded best team Quality performance

Operation Manager

Quinn Data Facilities, Inc Dec 2014 - May 2015

Responsible for data entry, accounts payable, payroll, grant report entry, managing the organizations HR, helping and creating organizational and program budgets in collaboration with the ED and Program Direct, and other misc. tasks.

Working with the management team, the position also contributes to the development and implementation of organizational strategies, policies and practices and interaction with the Board of Directors.

Responsibilities

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.

Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

Play a significant role in long-term planning, including an initiative geared toward operational excellence.

Oversee overall financial management, planning, systems and controls.

Management of agency budget in coordination with the Executive Director.

Development of individual program budgets

Invoicing to funding sources, including calculation of completed units of service.

Payroll management, including tabulation of accrued employee benefits.

Disbursement of checks for agency expenses.

Organization of fiscal documents.

Regular meetings with Executive Director around fiscal planning.

Supervise and coach office manager on a weekly basis.

Manage functions.

Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions.

Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.

Providing consulting services on matters related to fundraising, tax and insurance questions, and business structure and growth.

EDUCATION

Course/Degree Univ./Board Year

B. A (English Hons) University of Delhi 2011

Higher Secondary (10+2) NIOS 2007

COMPUTER SKILLS

Microsoft Technologies

MS Word, MS Excel, MS Power Point

OTHER INFORMATION:

Father's Name : Mr. Late Deepak Lama

Date of Birth : 16th May 1984

Hobbies : Interacting with the people, listening to music, traveling

Languages Known : English, Hindi, Bengali & Nepali

Nationality : Indian

Sebastian Lama

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