Customer Service Project

dhilip - Senior Process Associate

*********@*****.***

Objective

Seeking a management position with leadership responsibilities including problem solving, planning, organizing and managing.

Skills and Accomplishments

Had been on a transition to Oldsmar, Florida (Nov 08 to Dec 08) and successfully transitioned a billing project and reached BAU within 2 months. (Viewers In Profile).

Working in call center received numerous appreciation letter from customers. Ability to understand different accents on call and helped to train people on language and soft skills. (IBM Daksh)

Helped agents learn basic foreign language phrases using online translation tools to tackle foreign language customers (TDO).

Handled both quality and database loading team and helped to increase productivity by incorporating the usage of secondary data to write programs and process them to tables which increased productivity in less number of time utilized (BASES).

Consistently achieved client metrics and moved 70% of the team to Day shift with client approval (BASES).

Prepared a Two Case Studies on knowledge management and the best practices implemented in our process. (Viewers In Profile).

Distributed newsletters across the floor to educate agents on knowledge management which transitioned from single process to multiple processes. (Viewers In Profile).

Herculean Project - Based on Lean Sigma, this two day event comprised of identifying wastes and their costs affected with it. The objective is to reduce the processing time of a daily process, which in-turn reduces the operational costs and/ or reduction in the number of FTEs, which again, in turn reduces operational costs.(Viewers In Profile).

95% which is right now in the contol phase (Viewers In Profile s an integral part of the SPS(structured problem solving) team. Succesfully completed an SPS project in increasing the score of knowledge management fom 63% to >95% which is right now in the contol phase (Viewers In Profile).

Coordinated with Automation team and built testing tools, thus reducing 40% of the manual check process (BASES Tabulation) and working with the automation team to convert Data from Mainframe SAR output to excel format so that the quality checking process can be automated (Viewers In Profile).

Had been on a transition to (Cincinnati, USA) for a period of 3 months (May'07 to July'07) and successfully transitioned a Product Pre-Analysis Market research Project. (BASES).

Experience in different projects helped me gain hands on experience in Mainframe, UNIX etc.

Employment History

01/2006-present

TATA Consultancy Services Limited

Chennai

Senior Process Associate

Project: Viewers in Profile (VIP)

Responsibilities:

1. Managing a team of 6 people who quality check the pre-processing jobs, processing jobs, final reports and other supplemental reports which will form the final product (VIP report) used by the Nielsen clients.

2. Drive highest level of customer service and ensure escalations are quickly resolved with emphasis on fixing root cause to prevent recurrence.

3. Consistently track Process SLA s.

4. Complete documentation of the process during the transition and BAU phase.

5. Initiated SOP, SIPOC, FMEA, Process Manuals, Checklists, Process Maps, Knowledge repository, UPP etc. during Transition phase.

6. Formed groups within team and assigned additional tasks to evaluate skill sets.

7. Maintain weekly/ monthly and ISO reports and forward it to Senior Management for approval.

8. Initiated calls/ live meetings to respond on client clarifications and to discuss on team s performance, queries, and process improvement plans.

9. Approve timesheets and updating leave and attendance of all the associates in the team.

02/2004-08/2005

IBM Daksh

New Delhi

Specialist Technical Support

Project: Quicken

Client: INTUIT

Team Size: 80

Project Description: Intuit develops financial and tax preparation software and related services for small businesses, accountants and individuals. Quicken is a personal finance management tool developed by Intuit.

Responsibilities:

Provided both service call support and technical support for Quicken product customers.

Handled sales, customer information, history of purchases, generating invoices for customers and businesses.

Providing complete technical support ranging from installation of the software, helping in clearing online payments, interactions with financial institutions to clear online transactions, maintain the Ledger book and help with reconciliation.

Monitoring of calls and suggest improvements on language and soft skills.

Provide Floor support on rotational basis.

07/2004-01/2005

HERO ITES

New Delhi

Customer service representative

Project: Capital One Credit Card Verification.

Client: Capital One

Team Size: 25

Project Description: Capital One provides Credit cards and process involves verification of customers details who have applied for credit cards.

Responsibilities:

Primary responsibility was to make outbound calls to the U.S for credit card verification which included a complete verification about the customer s personal details through a series of question and rebuttals and forward the findings to next department.

Education

1999-2003

College of Pharmacy, Delhi University

New Delhi

Bachelors of Pharmacy with a focus in Pharmaceutical science, Pharmacology, Medicinal chemistry etc.

1997-1999

Don Bosco Matriculation Higher secondary School

Pondicherry

10+2

1996-1997

Don Bosco Matriculation Higher secondary School

Pondicherry

10th

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