Customer Service Process

Ravi Kushwaha

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

Mobile: 968-***-****

Career Summary:

• B.Com with 3 year and 7 month experience as a team leader domestic and international Bpo

inbound and outbound process of relevant experience in BPO Operations and

Management.

• Excellent knowledge Agent awareness on KPI

• Rich knowledge and passionate in achieving Service Level Agreement, Process

Targets by running the process successfully

• Excellent CRM knowledge

• Good strength of handling ASA average aped of answer

• Excellent commands on AHT average handling time

Excellent communication skills with good handling customer problems internal and

external customers for resolving the issues creating during day to day activities such as

transportation material receiving problems in documentation & process.

Bpo Technical skills :

[KRA KPI SLA –AHT CRM ACD ACW CPC OCC CSAT NCO ASA FTR

SHRINKAGE ATTRICATION or CHURN ABN TCP CLI IVR Blending]

Key areas of Expertise

-Operations Management: Executing service standards and guidelines that serve as

benchmark

for excellent service delivery thereby contributing towards ameliorated service revenue

generation. Preparing & presenting various weekly/monthly MIS reports pertaining to

process

and productivity.

-Process Management: Monitoring the overall functioning of processes, identifying

improvement areas and implementing adequate measures to maximize customer

satisfaction

level. Time to time calibration of process methodology.

-Quality Management: Ensuring uniformity in the process understanding at the

organization's

end. Implementing QMS to process development in order to achieve process Excellency

through Quality reviews and Quality Projects (Process improvement & Re-engineering).

-Customer Relationship: Mapping clients, identifying improvement areas & implementing

measures to maximize customer satisfaction levels.

- Knowledge of (KRA, KPI, SHRINKEG, SLA, CTI, CRM, AHT, ATTRECATION, CLI, IVR,ACD)s

-Team Management: Managing team functions viz. manpower planning (Capacity

Management

& Utilization), induction, performance appraisal, training, etc. Leading & monitoring the

performance of team members to ensure efficiency in process operations.

Key Responsibilities Handled

-Handled the migration of closed accounts process successfully.

-Being proactive and systematic to avoid client escalations / issues and promptly resolving

and/or appropriately canalizing any escalations.

-Supporting Operations Manager in preparation for client reviews.

-Maintaining sustainable and trustworthy relations with the clients.

-Being part of management team, supported in the preparation of R&G for the process.

-Developed, reviewed and assisted to improve the performance of MIS.

-Clearly defining and communicating operational targets to direct repartees.

-Participating in the ongoing review of procedures and process changes and ensuring the

same

has been carried out in the day to day process.

-Consulting team members for the further development and improvement of processes and

systems.

-Identify gaps in the process knowledge and take appropriate actions to fill the same.

-Participating in the selection process to ensure the right talent is selected in a timely

manner.

Governance

-Develop groom and coach team members so that they will be able to perform better as per

the

business objectives.

- Excellent commands on AHT average handling time

- Facilitate transfer of talent to other teams and absorb talent from other teams.

- Clearly define and communicate KRO’s and KPI’s for direct repartees.

Area of specialization

-Team management

-Good knowledge of handling the team briefing shirring team quality team productivity.

-Good knowledge of customer service

Key skill

- Ms Office .Good command on excel)

Achievements

-Awarded “Platinum Star

-Appreciated by top management executives and onshore team for the successful migration

Employers

Employers

Over all 43 month experience Bpo sector

Worked as a Team Leader - Batuk processors pvt.ltd in Indore:

January 2010 -January 2012

Worked as a csa International Bpo- Vocal heart pvt ltd in Bhopal:

February - 2012 to January 2013

Current working – as a Team Associate Surevin pvt ltd Bpo Bhopal

Daink Bhaskar inbound process > 3 February 2013 to current

Outsourcing Experience

last 6 month experience processing outsources

Idea out bound. Tata Do Como. International process

voice and non voice add posting. Payday. Data entry.

Education

-B.com final year

Personal Information

Mother Name Smt. Sandhya kushwaha

Father Name Shri. k.c kushwaha

Date of Birth: 19-07-1991

Language Hindi .English

Address C5 gayatri nagar new karariya form Bhopal 462010.

Date:

Place: (Ravi Kushwaha)

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