Customer Service Manager

Amol Subhodh Navalkar

***/*, *. *. *. Bhuvan No.*, 4th Floor, Room No.10,

Dr. Babasaheb Jayakar Marg, Thakurdwar,

Mumbai 400002, India.

Telephone: +91-22-220*****

Mobile: +91-998*-***-***

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

Objective

PMP trained professional with 7 years of IT experience in Software Testing & Service Desk management.

Professional Profile

Knowledge in Software Development Life Cycle (SDLC) and Software Testing Life Cycle (STLC) in

projects associated with Banking, Plant Management & Project Management software packages. Quick

learner and excellent team player. Ability to meet stiff deadlines and work under pressure and be

productive with new technologies, Passion for constant improvement. Excellent presentation,

communication and interpersonal skills. Ability to make decisions in stressful situations. Effective team

manager with strong analytical and problem solving abilities. Proficient with QTP. Involved in reporting

the response time & the uptime of the applications.

March 2003 – January 2005

Career Summary

Cyborg Technological Services

Test Manager. Team Size: 6 Reporting to PCH.

Communicate with Client regarding clarifications, report bugs found during Script development

and update status throughout the Testing Life Cycle.

Developing and maintaining test methodology.

Defining test strategies for projects.

Planning and estimating.

Coordinating the work of test teams and monitoring their performance.

Identify test approaches that optimize the delivery schedule.

Arranging team meetings and workshops.

Following up any outstanding open test risks / issues.

Manage reporting of results to stakeholders.

Compiling test metrics for management.

Report to senior management on progress and issues.

Advising clients on Testing best practice.

Cyborg Technological Services

Sr. Test Engineer/Lead. Team Size: 4 Reporting to Test Manager

Coordination between onsite-offshore testing and development teams.

Helped team members with technical and functional guidance to understand the environment

and business requirements of the project.

Automation script preparation using test harness.

Performing Functional & Usability Testing.

Delivering Training to candidates for Manual & Automated Testing.

Skill of fault finding & increasing performance of the team to achieve desired goal.

Involved in Project reviews and meetings.

Performing functional testing with QTP 9.2 Automation tool.

Interacting with Developers for assisting them in the Identification, Simulation, Resolving and

Tracking of problem events

Cyborg Technological Services

Test Engineer

Understanding the application, identify & define the Test Requirements in the application.

Creating Test Data.

Responsible for Black box testing, Build Verification, Functional, Regression, Installation

Testing and Feature Level Integration Testing.

Performing Functional & Usability Testing.

Test Execution across the builds and releases.

Defect tracking across the test execution.

Test report and Test specification document preparation.

Bank Of America Continuum India Pvt.

Ltd.

Assistant Manager

Managing a team of 85 (including 5 Team Leaders) and completing yearly performance

appraisals.

Conducting skip levels for the agents and reviewing quarterly performance appraisals.

Manage Customer Driven Surveys (CDS) & First Call Resolution (FCR) in addition to the AHT

for in bound calls answered by the call taking associates.

Preparing and analyzing QBR and monthly dashboard reports and presenting to higher

management.

Participating in onsite and offsite conference calls with clients.

Hiring & conducting interviews for Team Lead & FLA Level

Preparing flow charts for the process using MS Visio.

Wipro Spectramind

Technical Support Associate

Provide Customer Service support for AOL Dialup members for Windows & Mac via

phone and chat

Point of Contact (POC)

Manage a team of 11 associates for a period of 6 months.

Monitoring consultants and providing them feedback to improve customer satisfaction

scores.

Motivating the team by conducting Customer Service sessions to improve the quality

of the service provided.

Conducted refresher-training sessions for consultants on floor to improve scores.

Participated in calibration calls.

TracMail India Pvt. January 2002 – March 2003

Ltd.

Customer E-Representative

Provide support via Chat & E-mail for US, UK & Canada Customers for MSN Extra

Storage.

Was also part of credit card collections team for American Express credit cards.

IndiaCoach.Com June 2000 – January 2002

Data Entry Operator

Updating and managing database required for the website.

Updating of Web Pages using Adobe Photoshop & Dreamweaver.

Uploading of web pages & database using MS SQL.

Education and Qualifications

Level Board/University Class Year

2nd

B.Com Mumbai 2000

2nd

HSC Mumbai 1997

1st

SSC Mumbai 1993

Certifications

Name Institute/Governing Class Year

Body

PMP PMI Completed 35 PDUs 2012

ITIL V3 OGC UK 1st 2011

Higher Dip. In Soft. Aptech Ltd. 1st 2000

Engi.

Key I.T. Skills

MS Office 2003, 2007 & 2010

WinRunner 9.2

QTP 9.2

MS Project 2007

Lotus Notes Client 7

Outlook 2003, 2007 & 2010

MS Visio 2010

Database Knowledge - MS-SQL 7.0, Oracle 8

Visual basic 6.0

Developer 2000

Personal Details

Date of Birth: March 31, 1978.

Valid Passport: Yes (Passport # K6735140, Valid up to August 2022).

Languages Known: English, Marathi and Hindi.

Marital Status: Married.

Current CTC: 4.5 LPA.

Expected CTC: 5.1 LPA.

Interests and Activities

Travelling and Long Drive.

References are available on request

Contact this candidate