Quality Training

Mukesh Singh Rathore

Mobile no. 856*******, 988-***-****

E.Mail *************@*****.***

Career Objective

• To perform beyond expectations of the organization and grow within the organization &

to take responsibilities in order to prove my capabilities & potential and to enhance my

personality

Academic Qualification:

• Master of Arts from University of Rajasthan Jaipur

• Bachelor of Arts from University of Rajasthan Jaipur

• Senior secondary from Rajasthan board of secondary education

• Secondary from Rajasthan board of secondary education

Professional Qualification:

• One year Diploma in Office Management (Tally, Basic, D.T.P} from Tally academy

Jaipur.

Work Experience :

Organization –Vkalp Outsourcing Services Private Limited

Process – Idea Tele verification

Department – Operations

Designation – Team Leader

Duration –5th Dec.2012 – May 2013..

Team Size

Responsibilities as Team Leader Operations

:

28

Responsible for the team’s productivity, AHT and quality.

Coaching and mentoring the team to take on higher responsibilities.

Team Attrition, forecasting and Control.

Ensure that the team is motivated to give quality output.

Imparting regular refresher training for new agents hitting the floor.

Generation of daily / weekly and monthly reports of the Team.

Ensure Roster adherence, discipline, productivity and quality within the team.

Calibration with the quality team on the weekly basis.

Arranging the motivational factor programs within the team.

Direct Interaction with the clients with regards to the Product & Process.

Call analysis to find out the root cause of the complaint.

Call Audits to know the training requirement for the agents.

Taking calls for the second level escalation & for managing irate customers.

Teleperformance India Pvt. Ltd.

Organization – Teleperformance India

Process – Airtel 121 & 198

Department – Operations

Designation – AMCC

Duration – Feb 2010 to 31st July 2012

Responsibilities as Team Leader Operations

: Team Size

24

Responsible for the team’s productivity, AHT and quality.

Coaching and mentoring the team to take on higher responsibilities.

Team Attrition, forecasting and Control.

Ensure that the team is motivated to give quality output.

Imparting regular refresher training for new agents hitting the floor.

Generation of daily / weekly and monthly reports of the Team.

Ensure Roster adherence, discipline, productivity and quality within the team.

Calibration with the quality team on the weekly basis.

Arranging the motivational factor programs within the team.

Direct Interaction with the clients with regards to the Product & Process.

Call analysis to find out the root cause of the complaint.

Call Audits to know the training requirement for the agents.

Taking calls for the second level escalation & for managing irate customers

18 Month Work Experience in Reliance Retail ltd. ( Cashier Cum Asst. Store Supervisor)

•

Six Month Work Experience In ICICI Pru. Life Insurance In Jaipur As A Insurance Advisor.

•

Areas of Strength:

• Highly focused and co-operative.

• Positive Attitude, Team Player and Good Analytical Skills

• Ability and Enthusiasm to take Initiatives.

• Good Communication and Presentation skills.

Personal Details:

Father’s Name : Shri.Chittar singh Rathore

Date of Birth : 20th AUG 1985

Marital Status : Singel

Nationality : Indian

Languages known : English & Hindi

Hobbies : Listening music & playing cricket

Address : Plot no. 39 A, R.K Puram,Near

Khirni Phatak,Khatipura,jaipur(RAJ)

Acknowledgement

All the details furnished above are accurate to the best of my knowledge and

understanding

Place:

Date:

(Mukesh Singh Rathore)

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