Manager Pvt Ltd

C U R R I C U L U M - V I T A E

Shyam Kumar

CARRIER OBJECTIVE

To make a career in the service industry wherein I'm continually

expanding my learning curve and getting adequate

freedom to grow and perform up to the best of my capabilities for the

betterment of the organization.

EXPERIENCE SUMMARY

. Working with RKPL for Airtel Voluntary process from 11th Dec 2009 to

22nd Dec 2010

. Working with Matrix Processing House for Airtel Voluntary from 29th

Dec 2010 to 25 Sept 2012

. Working with Serco BPO Pvt Ltd for NOKIA MONEY Process from 26 Sept to

Till

ACADEMICS

. Done intermediate From Jharkhand Board in 2008

. Done Graduation from Vinova bhave university Hazaribagh Jharkhand in

2011.

OTHER QUALIFICATIONS

Computer TerminologyMS Word, PowerPoint, Excel,

Internet Awareness.

PROFESSIONAL CERTIFICATIONS

WORK HISTORY

|Duration |Organization |Designation |

|Dec 2009 to Dec 2010 |RKPL |Senior TC |

|Dec 2010 to 25 Sept 2011|Matrix Processing House |As a ATL and MIS |

| | |Executive |

|26 Sept 2011 to till |Serco BPO Holding Pvt Ltd. |MIS Executive |

|date | | |

WORK EXPERIENCE(1st)

Work Profile as a CCO - Inbound Process

. Handling calls for across North hub.

. Providing online resolutions on maximum calls.

. Raising Sr in Ecrm related to customer concern.

. Handling escalated calls on floor.

. Coordinating with I&FR team & BQRC team for escalated cases as to

provide resolutions at customer end on priority.

. Maintaining AHT & Call Quality.

. Coordinating with the marketing team for current updates on products

and sharing the same with the team.

. Provide refreshers to OJT batches.

. Maintaining CCR in the absence of TLs on floor.

. Initiating necessary adjustments for bill discrepancy cases.

Knowledge of - ACE (Call Flow), Ecrm, ICRM, Catalyst, Infotuch, Arbor,

OM, OSS, Lotus, CAF Flow, Waiver Module.

WORK EXPERIENCE(2nd)

Work Profile as a MIS Executive & A.T.L (Matrix Processing House) -

Outbound Process

. Handling Voluntary retentions among all clusters across North hub n

making MIS.

. Leading a team of 25 people of TC

. Track record of all telecalling agents send report to our client

. Monitoring the performance of TC and the DRR achieved.

. Handing Floor Management and controlling Breaking system.

. Handling escalated cases from telecalling & field n resolve through

mail and communication.

. Coordinating with different departments for close looping of escalated

cases.

. Daily briefing on call quality & product updates.

. Audit the field & TC reports as to minimize the relogins & rechurn.

. Keeping a track of daily retentions & collections MIS(retained cases).

. Weekly top 10 churn reason report shared with manager and client.

. Provide daily allocation to field teams for retentions & collection

data.

. Flashing the MIS reports on daily, weekly & monthly basis.

. Analysis and monitoring the performance of team identifying the root

cause and problem area.

. Provide solution to reduce errors which leads to process improvement.

. Provide feedback to the Team Leader and Manager for any process gaps

or concern areas

RECOGONITIONS

Promoted as ATL within 6 month of joining.

Rewarded for maximum ROLs in inbound.

Got appreciation card for best ATL

WORK EXPERIENCE(3rd)

Currently working with SERCO INDIA OPERATION PVT. LTD. from 26 Sept

2011 to till Date as MIS Executive for NOKIA MOBILE MONEY PAYMENT

SERVICES.

Currently handing Union Bank Agents and customer forms dispatch..

Currently handing Yes Bank Agents and customer forms dispatch..

Currently handing Nokia Money Agents and customer forms dispatch..

Talk with bank Managersand ASM if any issue of dispatch.

Give instruction to our vendor dispatch all the forms at bank within

TAT .

Making Daily UBI, YBL, Oxigen dispatch Reports both customer and

Agent.

Preparing monthly Dashboards for the client to project complete

process snap shot.

Analyzing Agent and customer Process Efficiency, Utilization on weekly

& monthly basis.

Monthly Staffing projection based on forecasted volume received from

client for upcoming months.

Daily performance desk for Managers.

STRENGTH

Strategic and careful planning in organizing people and team

management

Strong desire to learn continuously.

On time delivery of projects and ability to work effectively and under

pressure.

Thorough and definitive diagnostic ability with excellent analytical

skills.

Committed and enthusiastic team player and excellent leadership

qualities.

PERSONNEL PROFILE

Name Shyam Kumar

Father's Name Shri Sudarshan Kumhar

Date of birth 01Nov 1987

Sex Male

Marital Status Single

Languages Hindi &English

Permanent Address T-15 2nd Floor West Patelnagar

Delhi -08

Mail ID ****.*****@*******.***

Contact no. +918*********

DATE :

(Shyam Kumar)

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