Service Project

Sandeep Upadhyay

* * ***/*, **** #**

Block A *st floor

Saketh Apartments, Domalguda

Hyderabad 500029

Ph. # 917-***-****

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

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

CAREER OBJECTIVES:

To find an exciting and challenging career where my education, experience and interpersonal

abilities can be fully utilized. I would like to explore the possibilities of using my knowledge and

experience for a comprehensive self development along with the organization.

PERSONAL PROFILE:

• Dynamic, agile, flexible and believe in working with an open mind.

• Honest, trustworthy, productive and a Good Listener.

• Adaptability to new work environment

• Independent, reliable, creative and able to show up on time

• Aptitude to work hard and desire to do justice to the assignment

in hand with complete

• Dedication and commitment.

• Good attitude and always willing to help and learn.

• Believe in consistency of performance

• Excellent organizational, interpersonal/communication and

project management skills.

• Participates in team meetings demonstrating active performance

• Shows respect for differences and diversity.

• Clearly conveying information and ideas through a variety of media to individuals or groups.

• Able to demonstrate open, friendly, accepting, and supportive behaviors with team members.

• Making customers and their needs a primary focus of one’s actions

• Ability to handle and prioritize multiple tasks.

• Ability to maintain strict confidentiality and discretion.

• Ability to work effectively in a demanding and fast developing

environment and to resolve most conflicts based on own

initiative

QUALIFICATION:

• B.Com – Pragati Maha Vidyalaya Degree College (O.U.)

• Intermediate – St. Francis Xavier’s Junior College, (BIE, AP)

• I.C.S.E from St. Georges Grammar School, Hyderabad

EXPERIENCE: (Overall 6 yrs. and 6 months)

Worked as a Customer Support Representative with Automatic Data Processing, Inc. for 4

years and 8 months.

Handled a special project for the Health and Welfare phones team to support the India

operations during October to December 2010.

Have been to US for a pilot batch training to initiate a new project called the Service

Configuration Analyst.

Worked as an Implementation specialist for the Health and Welfare Service Engine and

handled all the operations for SLC Service CA team.

Worked as a Functional Consultant with the Health and Welfare Service engine team.

Currently working as a Sr. Test Analyst with the Health and Welfare Integration testing

team.

Various tasks performed:

• Taking inbound calls and answering participant questions. Responding to E mails received

from participants.

• Generating reports (daily, weekly & monthly)

• Investigating incorrect, non refundable claims and correcting them.

• Providing daily & weekly statistics to the management.

• Updating Process documents.

• Resolve escalated customer queries.

• Quality coaching and evaluation.

• Actively participate in conference call with clients on a regular basis for the purpose of

reviews, updates and feedbacks.

• Ensure success of assigned projects.

• Training new associates, assisting them to know the process better.

• Conducting quiz for new hires and making them understand the process better.

• Auditing, Taking care of quality reports.

• Taking huddles to update the team with any new policies and procedures or changes in the

process.

• Process Improvement ideas given for the betterment of the business unit.

• Single point of contact for First Contact Resolutions.

• Managing overtime requirements, performance metrics analysis and ensure smooth flow of

production.

• Motivate, mentor and lead fellow Team members to ensure overall service delivery

effectiveness, good attendance and minimal attrition.

• Handling calls for the Benefits team during the enrollment period.

• Configure all types of high complexity HR, Benefits, Security and Autopay tables.

• Conducting knowledge sharing sessions for team.

• Documentation of all the procedures and updating the SOP's and Flow Charts with new

updates and new Procedures.

• Testing all the clients’ benefits and making sure they are working correctly before the client is

going live.

• Conducting Root Cause Analysis for critical issues and reworks.

• Single point of contact for all the BU related activities and MIS reports.

• Single point of contact to update the BU with the daily workload and the EOD report.

• Also the single point of contact to send the Daily report to the management.

• Conducting training sessions for new recruits before On Job training

• Taking ownership of driving team level initiatives.

• Playing a dual role of a process expert and also responsible for work done within certain group.

• Ensure that SLAs within group are met.

• Responsible for team's core metrics and SLAs.

• Build and maintain performance measurement system

• Conduct frequent reviews with associates; create a road map for career.

• Leading by example by building process expertise to handle process escalations

•

ACHIEVEMENTS:

• Received the best CSAT score for the quarter Jan to March 2010.

• Received several certificates for the “Star of the Month” for consistently featuring in

the top 5 in the team.

• Received the GIFT (Give it a Fresh Thought) award for the quarter for a process

improvement idea.

• Received E recognition from the business unit for the good work done.

• Won the “WOW call” of the month many times for the best call of the month.

• Amongst the first 3 associates to enter the 90’s club for the best CSAT score.

• Received the most coveted award for the best Service Communication called

“Language Laureate”.

• Have been the associate of the day for a few times for the best metrics maintained.

• Only associate to get a customer compliment when working on the Benefits project.

• Received much peer to peer recognition for mentoring new associates and helping

them come up the learning curve.

• Got the best start up EE for the pilot batch and the star of the month for the first

productive month of the new process.

• Won accolades from the business unit for making an SOP for the new process.

• Worked with the I storm team to drive the innovation concept among the

associates.

• Gave an organization wide idea to save power and consume it more effectively.

• Won accolades for a Value add for updating the gender on the ESS text screen for

the testers and making it easy for them to test the scenarios.

• Also won the GIFT award for making a simple testing matrix document across all

the teams to communicate all the test scenarios.

Visa/Passport Details:

Country:Valid B1 VISA for United States of America

Date of issue: 30th June, 2011

Date of expiry: 23rd June, 2021

Passport No: H1399650

Personal Profile:

Father’s Name: Ashok Upadhyay

Date of Birth: 21st August, 1986.

Gender: Male

Nationality: Indian

Marital Status: Married

Languages Known: English, Hindi, Gujarati and Telugu.

Hobbies:

• Reading E books

• Swimming

• Listening to music

• Watching movies

• Playing snookers and bowling

Date:

Place: Hyderabad. (Sandeep

Upadhyay)

Contact this candidate