Customer Service Quality

M.VenkataReddy

Mobile: 893-***-****

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

Objective

Looking forward to associate myself with a progressive organization to

attain a challenging career where there is a scope for contributing and

enriching my knowledge & experience for the development of self and the

organization

Summary

Overall 6yrs experience in customer coordination, I am very competent in

management task cycle especially in understanding client's

content/communication requirements and map requirements to derive

solutions, planning, making decision, problem solving and recognition of

good performance.

Work Experience

> Worked as a customer service executive in Nakshetra real estate

Nellore (A.P)from April 2012 To September2013.(16months.)

> Worked as a Customer service executive (1yr&8Months) & Quality

executive(1yr) in shell transource,Chennai from Feb2009 To

Nov2011.(32months)

> Worked as a Customer service Associate for First Source solutions,

Chennai from March 2007 to June 2008 (15 Months).

> Worked as a Field Verification Executive, for Bajaj Auto Finance,

Chennai from June 2005 to Feb 2007 (20months).

Educational Qualifications

< Bsc @ Pachaiyappas College

Computer Skills:

Operating System : Windows 98 / XP

Packages : Ms-Office & Internet

ORGANISATION EXPERIENCE

SUN DTH, Chennai.

Position: Quality Executive

(In Pay roll of Shell Transource Pvt Ltd - Vertex Group of Company)

Team Responsibilities:-

. Handling a team of 15 CSE's.

. Maintaining quality statistics for my team agents.

. People Management - Setting objectives, Giving Tasks, Identifying and

analyze the problems, recognizing and rewarding.

. Monitoring quality on a daily basis and reviewing of the same on a daily

basis.

. Conducting weekly team meetings to address the individual & team

performance, client updates, management updates, team requirements,

client requirements, etc.,

. Call coaching and managing the performance of the CCE's to meet the

client expectations.

Floor/Operation Responsibilities:-

. Conduct daily briefing according to the shift timing

. Attend internal & client calibration w.r.t to the quality parameters.

. Periodically giving mock calls to ensue the agents are professional in

the calls.

. Suggesting process improvements & Preparation of process flow.

. Providing consistent feedback to the training department towards

producing quality work.

. Ensuring issues that are affecting the employee's productivity are

addressed immediately.

. Presentation to the top management on the initiatives, challenges &

achievements of the team on a quarterly basis.

. Weekly, Fortnight, Monthly review with internal management with regards

to top performance.

PERSONAL DETAILS

Father's Name : M.Koti Reddy

Date of Birth : 05 August 1982

Age : 30yrs

Gender : Male

Nationality : Indian

Religion : Hindu

Marital Status : Married

Languages Known : Tamil, English & Telugu

Address : No 47, Sasthri nagar extn,

Kolathur,Chennai-99.

Declaration

I hereby declare that the above information are true and best of my

knowledge

and belief.

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