Quality Training

RESUME

Career Objective

Seeking a suitable position where my extensive knowledge and experiences

will be utilized and further developed.

Professional Experiences

> Working as a Soft Skill/Process Trainer/Quality Associate in

Firstsource Solution Ltd, Coimbatore from February 2012 onwards

Major Job Responsibilities:

. Conducting Soft Skill Training to New Hire Training

. Conducting cross training on product and process

. Auditing calls and sharing feedback to improve Quality Score

. Conducting activates and engaging the team to maintain the yield

. Giving call taking experiences to trainees

. To maintain the First Pass Accuracy %

. Managing the trainees on OJT period

. Reducing the ACHT and Improving CQ during the OJT period

. Content development to deliver better customer experiences on floor

. Conducting refresher training to floor on every months

. Tracking the improvement, maintaining the reports and sharing on time

line

. Identifying out layers to improve overall performances of Call Quality

. Identifying errors on third level drill down to get exact picture

. To prepare monthly, weekly and daily performance analysis reports.

> Worked as a Customer Support Associates in Firstsource Solution Ltd,

Coimbatore from December 2009 onwards

Major Job Responsibilities:

. Handling postpaid desk calls

. Handling customer Query, Requests and Complaints

. Achieving the given Call Quality and ICF Targets

. Achieving the given ACHT limits

. Escalating the customer issues to clients

. Handling escalation calls

Professional Profile and Initiatives:

. Idea Cellular Ltd certified product and process Quality Annalist

. Idea Cellular Ltd certified product and process trainer in Tamil Nadu

Circle

. Content Developments are Customer Interaction Circle

. Orientation Program for Your Job

. Energizing

. TN-Postpaid Training Modules

Academic Profile

. Currently pursuing Bachelor of Science (In Computer Science) from

Bharathiar University Distance Education

. Diploma in Information Technology from Sree Narayana Gure Polytechnic

College Coimbatore at year of passing 2008.

Professional Skills

. Good experiences in Training Delivery.

. Good experience in Team Leading.

. Good experience in customer care & customer relation.

. Good experience in Quality Associate

Computer Skills

. Operating systems: Windows 95,98,2000, XP & Vista.

. Productivity tool: MS Excel, Power Point Presentation and Word

. Expert in Internet &email

Personal Data

. Date of Birth : 04.10.1989

. Gender : Male

. Marital Status : Single

. Nationality : Indian

. Languages Known : English and Tamil

Declaration

I hereby declare that all the above furnished details are correct to the

best of my knowledge.

Vigneshvaran S[pic]

Vigneshvaran S

Mobile No. +91-887*******

Email: ************.**@*****.***

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