Quality Process

CURRICULAM VITAE

MANDEEP SINGH

Permanent Address

CAMP GOL GUJRAL JAMMU

Mobile 985-***-****, 979-***-****

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

Objective

To work with an Organization where I can enhance and utilize my managerial skills in the achievement of

organizational goals and objectives, as well as groom myself through dedicated efforts and process of

learning.

CURRENT ORGANISATION

Organization : Dishnet wireless Ltd (AIRCEL)

Designation : EXECUTIVE\ACTIVATION OFFICER

Duration : June 2006 to Till Date

Responsibility : Complaint management for JK Retail/Sales/Call centre/Marketing

Department : CSD-(QRC/ONBOARDING)

Current Job Profile:1) Activation Officer

1)CEF Receving From Different Locations

2)Audit of Prepaid/ Postpaid CEF

3) Activation of Prepaid /Postpadi Number within 4 Hours

4)Traking of DATA & Maintaining MIS

5)Taking care of Simswap Process

6) Handling Customers & soling their Problems

7) Warehouse CEF to the agnecy on Daily Basis

8)Tracking of Rejections for Different Location

9)Handling queries of Distributors/Retailers from Differrent Locations

2)Worked in International Call center

A)Woked in US Pocess for 1 Year in Outbound Callcenter at Gurgoan/Mathura Road

B)Handing US Customers

C)Upselling of Product to the US Customers

3)Worked in Telecom company in scanning Department

A)Taking Care of All the Scanning Activities /Tracking of all the documents

B)Submission of CEFS to the VTM for Audit Purpose

C)Audit of Prepaid & Postpaid CEF

3)worked in Onbarding Department

A)Taking care of Activation og Prepaid/Postpaid CEF

B)Barring & unbarring

C)Uplaoding of RCVS

D)Simswap of Prepaid/Postpaid Numbers

E)Tracking of All activities

F)Receving of CEF form frontend

D)documnetaion of Prepaid/Postpaid CEF

4)Worked as SA Auditor of CNC/Retail & On boarding

A)Auditing of Prepaid /Postpaid Cefs & sharing of Weekly Reports with Onboarding Head

B)Auditing CNC Reports & shairing with CN Head on Forthnightly Basis

C)RCA for doing for Non Compliance cases shring feedback how to Improve the Process

D)Checking Barring/Unbarring/Suspension/PD done as per the Process on motnly basis

E)AV/CV is happening as per Process for new Customers

F)Audit of Stores as per the Preoces

G)Showroom Cleaniness

H)CC Uniform is neat & Clean

F)How CC Is Handling Customers

6) Worked with QRC

1) Handling of all complaints/queries pertaining to Prepaid, Postpaid, data plan, 3G &

Billing/IN/E-RECHARGE..

2) Co-ordination with all departments to resolve all type of customer complaints within set TAT.

3) Monitoring of cases going beyond TAT and getting escalated due to non resolution.

4) Complete analysis of complaints for controllable factors and uncontrollable factors and

advise corrective measures to prevent such complaints.

5) Responsible for providing ideas to enrich and maintain smooth flow of processes across the

facility

6) Collating all complaints from all sources viz., Call Center, Cell Cities (Retail company

outlets), DHL, Mail, on a daily basis.

Validating all complaints and accordingly closing it within TAT

7)

Adherence to QRC process guidelines 2. Keeping all reports ready for all audit purpose

8)

Timely training of Call centre agents regarding the new updates/changes or emphasis on the

9)

quality generation of complaints.

Complaint closure and follow ups.

10)

Provide resolution for all non-billing complaints.

11)

Calculation of waivers and adjustments .Posting of all type of waivers and adjustments.

12)

100% tracking of complaints raised from Cell Cities / Call Centre / Others.

13)

Data Analysis, Report Generation, MIS maintenance both Daily and MTD basis.

14)

Monitoring the accuracy of tagging of complaints and updating front end Call Centre

15)

regarding the same and also identifying agents who are contributing the most.

Quality adherence with defined SLA looping all SA/TRAI audit parameters.

16)

Initiating trainings for call centre/Retail team.

17)

100% attendance of Complaints beings raised within given TAT depending on the nature of

18)

the complaint achieved.

Resolution of complaints within the given TAT & reversion to the source of complaint

19)

within the given in TAT.

7)Working in Call Center & Taking Care of IVR/KB/Website/Quality

A)Audit of IVR & Updation of New product on IVR

B)Making Scripts of Differnt Product in Hindi/English

C)Recording of Scripts

D)Making Flow chart where Recorded Scripts needs to be updated

E)Testing Of IVR before Live

F)KB access given to the Newly Hired Agents

G)Updation of New Products to the Agents & on KB

H)Updatioin of All the Details to our Website & its Audit

I)Daily Sharing of All the Reports related to Call Center

J)Taking Care of Quality Team of 25 Quality Analysist

K)Daily Breifing with agents Related to any new Product

L)Joint Listening with the Quality TEam on Weekly Basis

M)Call Callibiration With Quality Team & Sharing of Its Reports on weekly basis

N)Feedback given to the Quality People in case of Variance on Daily Basis & Also feeback given to the

agents in case of Fatal Call

O)Dipstick/Random Audit of All the Qualty Team of Some agents

EDUCATION QUALIFICATION

HSC (10+2) (with science)

1)

(From Jammu and Kashmir State Board of Education).

BSC IT

2)

TWO YEARS COMPUTER COURSE

3)

HOBBY

1) Playing Cricket

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