Rohit Rai Mobile:

+918*********

email: abn81b@r.postjobfree.com

(D.O.B 19th January 1982)

(Place of Birth - Shimla)

Objective

To carve a niche for myself within an honest and challenging environment,

in a position that employs my skills and utilizes my talents towards

achieving self & organizational goals with the sense of job satisfaction.

Experience Summary

< Over 8 years of experience providing exceptional Customer Service being

in different role, i.e. Tech Support Executive, Team Leader HR

vertical and Web Developer.

< Assisted the clients in bringing the operational changes to improve

their customer/technical service.

< Been actively involved in process improvement plans, started follow up

mechanism to improve CSAT for the Queue.

< Work in liaison with central work force management team to ensure

adequate staffing for day on day adherence of service level basis

forecast volume.

< Yearly appraisal basis performance on pre defined data points and

overall performance.

< Weekly Performance management through assessment of progress toward

achieving predetermined goals, adding the relevant communication and

action on the progress achieved.

Professional Experience

February 2009 - November 2011 HCL COMNET LTD

Noida

An end to end owner of IT Infrastructure through differentiated value

proposition "Industrialized IT Management".

Associate Project Manager - Operations

< Leading group of Analysts in helping them meet/exceed process and

organizational goals, their career mapping and grooming for growth

opportunities.

< Ensuring there are no slippages in terms of communication, client

deliverables from each of the team members.

< Liaison with various support functions like HR, Transport etc.

< Auditing calls and providing the analysts with the feedback.

< Train new hires towards expectation from the role of a Technical

Service Executive.

< Identifying best practices and process re-engineering opportunities.

April 2005 - November 2008 Wipro BPO Services Delhi

One of the largest outsourcing companies in India providing business

solutions to diverse clients in various countries like USA and U.K. An

independent organization with a focus on quality customer contacts, overall

customer experience and employee satisfaction.

Team Leader

< Worked as frontline support for 20 agents in the team.

< Auditing the calls and providing the agents with the feedback based on

the SLA set by the client to maintain the quality standards.

< Work with clients to develop action plan to achieve desired results.

< Ensured that the daily targets are met for the day as per the client

expectations

< Help in product training for new recruits and guidance them while

evaluating the calls.

< Liaison with various support functions like EFA, HR, Infrastructure,

Transport for handling employee grievances towards achieving 100%

employee satisfaction.

< Assisted in various Process Audits like ISO.

< Arranging Team Dinners and various fun and frolic activities.

Process Initiatives as Team Leader -

< Process Outlier Management Data Collation.

< Created a Technical Document to help TSE's to get in synch with the

technical aspect of the Process with ease.

< Actively Involved in OJT of New Hires helping them in understanding

the basics of the process.

< Data collation for the process

Achievements

< Successfully transitioned 3 teams from OJT to floor with meeting the

floor expectations.

< Successfully managed and helped in creation of a new voice queue, to

help customers in specific issues.

< Top coach for entire Quarter.

WIPRO BPO - Technical Associate

Responsibilities

< Resolving issues regarding broadband services over the phone, for a

leading ISP in UK.

< Acting Supervisor in the absence of my Team leader and carried out all

necessary responsibilities of the team.

< Conducting team huddles with the team and sharing weekly and month to

date performance reports.

< Handling customer escalation in issues beyond the ability for the

frontline support, when necessary.

Achievements

Floor assistant for technical the main responsibilities included:

< Providing assistant to any kind of problem faced by an agent.

Conducting trainings for the new batches.

< Constructing MIS related to the new batches on the floor.

< Attending client meetings, for the process regarding new issues

relating to

broadband.

< Training and Development of support professionals across the floor,

and within the team.

April 2003 - May 2004 Shoghi Communications Ltd. Shimla

(HP)

Web Developer and Search Engine Optimizer

< Signing up with corporate clients for website development.

< Presentation, product positioning and interacting with clients.

< Creation and signing of MOU/contracts.

< Project implementation and execution between various verticals.

< Creating brand awareness through SEO techniques.

Educational Qualification

< Bachelors in Information Technology from Indira Gandhi National Open

University, Delhi.

< Post Graduation Diploma in Business Administration (Human Resource),

Symbiosis, Pune.

Technical Qualification

< E-commerce - SV Technologies (Networking and E-Commerce Framework)

< ITIL V3 Foundation Certified (July'10)

Personal Qualifications

< Excellent communication and project management skills.

< Ability to work under pressure, and to consistently deliver projects

on-time.

< Ability to work independently and in teams.

< Efficient and accurate time management and project estimation.

< Outstanding research skills, including extensive use of technical

manuals and Internet lookup skills.

Interests

< Playing Cricket, chess, listening to music.

< Surfing Internet.

Address

Present Permanent

H-No C 35 H-No C 35

Sector 2, Phase 1 Sector 2, Phase 1

New Shimla, New Shimla,

Shimla (Himachal Pradesh) Shimla (Himachal Pradesh)

Res : (0177) - 2671334 Res : (0177) - 2671334

Date Rohit Rai

Contact this candidate