Customer Service Quality Assurance

Mr GUNDAPANENI

H.No-***, Duo heights layout,

Devarachikkanahalli road, Bangalore-560068.

Mobile: +918*********

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

Career Objective:

To gain employment with a company requiring a totally committed person in a friendly and diverse

customer service environment which requires exploiting skills in all facets of community and

organization. I would like to introduce myself that I worked in Business Development for the past

TEN years in Telecom/BPO/ITES/Technical sectors with good education back ground history as

mentioned below and would like to join in reputed organization also happy to relocate as I want to

develop my career.

Academic Profile:

Master of Information Systems (MIS) –82% Central Queensland University in

2006, Australia. Majors: Business Management, Digital-Telecommunications, System

Management Overview, E-Commerce, System Development Overview.

Bachelor of Engineering in Computer Science---72% Madras University in 2001,

Chennai – India

Work Experience – INNOVATION Technologies Pvt. Ltd (May 2009 till present)

• Location: Bangalore

• Designation: Manager

• Roles and Responsibilities include:-

• Managing Teams consisting of 4 TL’S, training, Upgrading, Promoting and closing deals

consisting of voice/data networking products like remote access servers, IP telephony equipment, and

optical networking components to domestic & corporate clients thru inbound telecalling.

• Collaborate with team Members to develop service strategies to improve market share

in all product lines.

• Collaborate with team Members to establish and control budgets for product

promotion and trade show expenses.

• Review progress of KRA’S Performance of the teams periodically.

• Holds regular meetings with team Members.

• Perform highly responsible work requiring the exercise of leadership, independent judgment,

and initiative in planning, organizing and managing the organisation and in the development

and delivery of its services to meet individual and customer needs.

• Plan, organize, direct monitor, and coordinate all activities of the organisation to meet

customer information needs

• Responsible for data analysis, preparing reports, giving presentations.

Work Experience – Lyca mobile (Feb 2008 till April 2009)

•

• Location: LONDON, UK

• Designation: Sr. Team Leader.

• Roles and Responsibilities include:-

• Handling teams managing customer service calls with domestic & corporate sector

regarding prepaid, post-paid activations trouble-shooting, problem solving issues

• Achieve kpis, maintaining Adherence personally as well for the profitability of the

organization with excellent communication- both written and spoken, problem-solving skills

(standalone), and excellent inter-personal, team-working skills.

• Product development and market penetration strategy in co-ordination with R&D, sales teams

Impact of the profitability through ensuring the strategic alliance with clients.

• Participating in ongoing promotions and monitoring of company success.

Develop and review business development division’s strategy and operational plans,

Investigate emerging technologies and their application to the organisation's collection &

regularly evaluate how effectively the collection meets client’s requirements.

• Supporting business growth, leadership and development through execution of objectives of

organization. Relationship managing with team members, administration, excellent project

management skills and QA-Quality Assurance environment

Work Experience – Sales Force. (Aug 2003 till Feb 2008)

•

• Location: Melbourne, Australia

• Designation: Sr. Tele Consultant/Team Leader.

• Roles and Responsibilities include:-

• Manage an assigned product line to maximize services and meet corporate

objectives of the organisation.

• Undertaking management as per company requirements and assisting Customer Service

teams to maintain the organisation's market share in the corresponding sector.

•Identification of new business ventures and ensuring its implementation to reach

organizational goal ensuring the effective and efficient customer service, marketing,

advertising and promotional planning through communication (Inbound/outbound).

Received top consultant awards for years 2004 & Q3 2007

Clients: - IPRIMUS, TELSTRA, VODAFONE & AMEX managing teams

.

Main Tasks-Program Administration

Supervise all programs of the organisation and working with account management, Tech support

•

on 24/7 Production Team and set long-term goals for the organisation; communicates those goals

to staff and customers.

• Recognize and encourage employee initiative and creativity.

• Fulfil annual work plan as recommended by the firm’s annual performance assessment.

Awards Achieved : Mathematics Quiz held by Lions Club

International in 1994 – 1995.

: Achieved under16 Badminton

Championship, 1994.

Languages known : English, Hindi, Punjabi, Kannada, Tamil & Telugu.

Strengths I can put in hard and honest work - as an integral part of a team or as an individual. I have

the ability to plan, lead effectively and get things done. Also, my ability to adapt quickly to changes

helps me to face unexpected situations easily. Intelligence, hard work, planning, adjustable, quick

learning and honesty are my main strengths.

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Extra-Curricular Activities Badminton, Cricket, Book Reading and Browsing.

And Interests.

Personal profile

Nationality – Indian

Marital Status – Married

Date of Birth – 03-May-1980

I declare that all the information given above is true to the best of my knowledge and I know that if

any of the above information is found to be incorrect, it may lead to my disqualification from the

interview.

Place : Bangalore Yours faithfully,

Date: 21/04/2013 Mr. Gundapaneni

Please reach out to my contact number mentioned above for a discussion.

Contact this candidate