Customer Care Service

F-**, Jawahar Park, Devli road, Khanpur, New Delhi-110062 Cell: 987-***-****

Teena arora

Objective

To be a Management personnel working hand-in-hand with the colleagues to achieve the company's objective.

To grow with the organization and achieve excellence in the area of my purview.

Educational Qualification

B.A(P) from Delhi University in 2011

12th Passed from C.B.S.E Board in 2006

10th passed from C.B.S.E Board in 2004

Work Experience:-

May 2012 to Till date

Organisation : Digicall teleservices India Pvt. Ltd. (Airtel mobile postpaid services)

Company profile: DigiCall was earlier known as Pagepoint Services (I) Pvt. Ltd. It was formed in 1994, for providing Radio and Paging Services. The company was owned and operated by Motorola Inc USA. Presently the company is owned by Infotel Business Solutions Limited. DigiCall provides full range of inbound and outbound call center service solutions to its clients. Their services cater to a diverse client base across Telecom, BFSI, Retail, Travel, Hospitality and Healthcare.

Designation:

Senior Execuitive [One to one postpaid Process and Customer Service Experience(CSE)]: Jan. 2013 To Till date

Profile:

Maintaining team of 30 agents.

Making motivational tasks and taking process-specific decisions

Meeting clients and discussing about new and existing processes.

Generating daily MIS reports Handling solitaire and platinum customers

Assistant Senior executive [Retention- Productive Churn Management (PCM) Process]: May 2012 to Dec. 2012

Profile:

Sending emails to customers for bill plan-renewal and for sharing information related to new bill plans.

Generating daily MIS reports

Handling product related trainings and new upadtion in plans

Meeting clients and sharing information related to new and existing processes.

July 2010 till April 2012:

Organisation : Page point India Services Pvt. Ltd.(Airtel mobile postpaid services)

Company profile : Pagepoint Services (I) Pvt. Ltd. was formed in 1994, for providing Radio and Paging Services and was allotted license from DOT for four cities namely Mumbai, Bangalore, Hyderabad and Pune.

Designation:

Senior Customer Care Executive[Retention- Productive Churn Management (PCM) Process]: Aug. 2011 to April 2012

Profile :

Handling solitaire and platinum customers

Achieving monthly targets

Direct customer handling

Resolution of disputed cases

Taking supervisory calls

Customer Care Executive[Retention- Mobile Number Portatbility(MNP) Process]: Feb 2011 to July 2011

Profile :

Achieving monthly targets

Direct customer handling

Resolution of disputed cases

Managing pick-ups and paid targets

Customer Care Executive[Retention- Productive Churn Management (PCM) Process]: July 2010 to Jan. 2011

Profile :

Achieving monthly targets

Direct customer handling

Resolution of disputed cases

Managing pick-ups and paid targets

July 2007 to May 2010:

Organisation : Mark One Technocom Pvt. Ltd.(Vendor of Airtel Landline and broadband services)

Company profile :

Designation:

Call's auditor cum process Coordinator(Tariff migration): Nov. 2008 to May 2010

Profile:

Daily calls MIS report generation

Rectifying the mistakes of callers while making the calls

Taking training sessions regarding calls and new updating in plans and top ups

Handling the product related training

Monitoring calls gap issue and resolving the same

Trainer (Vas upselling process): July 2008 to Oct. 2008

Profile:

Training new agents entering the process

Making motivational tasks

Taking supervisory calls

Taking training sessions regarding calls and new updating in plans and top ups

Backend officer and floor supporter (Vas upselling process): Jan. 2008 to June 2008

Profile:

Confirming calls made by agents

Migrating leads generated by agents

Resolution of disputed call issues

Maintaining team of 20 agents

Making motivational tasks and taking process specific decisions.

Taking supervisory calls

Meeting clients to discuss about the process

Achieving monthly target

Taking case of both login and confirmation team

Working and coordinating with quality department on monthly basis, regarding any kind of process changes

Customer Care executive (Vas upselling process): July 2007 to Dec. 2007

Profile:

Achieving monthly targets

Direct customer handling

Resolution of disputed cases

Managing pick-ups and paid targets

Sept. 2006 to May 2007:

Organisation : ICICI Lombard

Company profile :

Customer care Executive (Sales Process of general insurance and utility bill payment services)

Profile:

Achieving monthly targets

Direct customer handling

Personal traits:

Hardworking, persistence, patience & interactive.

Open to learning and accepting new challenges in life.

Can work in Extreme pressure conditions.

Self- Driven, dedicated towards work.

Good Communication skills.

Team player.

Interests

Listening music, reading books and cooking

Personal details

Father's name. : Mr. Parveen Arora

Date of Birth. : 2nd Dec. 1988

Gender. : Female

Marital status. : Unmarried

Languages known. : English, hindi and Punjabi

Date:-

Place:-

(TEENA ARORA)

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