Help Desk Quality

Rakesh Dhal

Mail:::************@*****.***

Mobile : +91-888*******

Objective

To obtain a position in an organization where my work-related skills are utilized to their maximum potential, which in turn would also help me to explore myself fully while being resourceful, innovative and flexible.

Summary of Skills

Competent and diligent professional offering over 4 years of experience across Operations, System Implementation, Process Management, Quality Assurance & Process Training; currently spearheading as Sr. Cash analysis /Service delivery Cash at Mphasis Ltd.

Possess natural flair for developing strategies to enhance clients/ customer relations, Quality Process, Process Management, Audit compliance, Training and Development.

Hands on experience in managing Transitions and possess in-depth knowledge of entire operations ranging from ensuring SLA’s, Process flows, Team/Performance, Forecasting, Quality Checking, Root Cause Analysis & meeting the quality standards.

Quick learner and highly adaptable to new methods/procedures.

Core Competencies

Cash Operations Process Improvement Training & Development Relationship Management Help Desk Operations Quality Assurance/ Management Cash Reconciliation.

Professional Experiences

Company – Mphasis Ltd. / TSI India LTD. Nov.2015 to March 2018.

Designation – Service Delivery Cash / Cash Analyst.

Duties / Responsibilities -

Responsible for the entire gamut of ATM Cash operations ranging from New Cash ATM Takeovers follow ups, Centralized Cash Indenting, Loading Schedules, Cash Withdrawal Trackers, Reports Delivery Provision, Daily MIS, Monthly Billing Generation Activity,Cash Reconciliation, Maintain cash balance Report etc.

Preparing the Executive Dashboard for Management, Internal Customers & vendors.

Monitoring the Project Team on their project level performances and guiding them to achieve their Top line and bottom line.

Drive Continuous Improvement in the team along with metrics improvement and conduct thorough analysis of SLA.

Helping Help Desk Team, Support services Teams on Operational Escalations and provided guidelines for better performance.

Act as a Change Agent and work closely with stake holders for new Business/Projects to optimize Quality, Efficiency, Cost and Customer Value.

Company – Hitachi India Ltd. (3rd party payroll) Aug.2013 to Nov.2015.

Designation – Helpdesk Executive

Duties / Responsibilities –

Taking care of new implementations of ATMs & managing first cash loadings.

Managing cash shortage issues with CIT agency. Scheduling ATM verifications / surprise checking with our local representatives all over India.

Preparing Cash Management Reports for the Bank with the details of shortages/overages/ retract/excess cash with the consolidated loading details for the ATMs.

Maintaining cash level for the ATMs to be forecasted on daily basis to help reviewing of cash forecasting.

Coordinating with Bank & CIT agency for smooth collection of cash from currency chest & ensuring the replenishments of the forecasted ATMs without delay.

Company – Consim info Pvt. Ltd March.2012 to july.2013.

Designation – Customer Care Executive

Duties / Responsibilities –

Handle the inbound calls in a professional manner of Bharat matrimony customer.

Resolve the query and handle the escalation of customer through phones and mails.

Cross selling of Bharat matrimony product through phone and mails, chats.

Properly follow ups the verified customer to sell the Bharat matrimony product.

Educational Credentials

B.Com from Karnataka State Open University. (2011-2014)

Diploma in Computer Sc. & Engineering from UCPES, Orissa(2007-2010)

Computer hardware and networking from GIET, BBSR, Orissa.(2005-2007)

+2sc. From Baripada- 2 College, Orissa.(2003-2005)

Matric from Kostha high school. Orissa.(2003)

Technical Skills

Microsoft excel, word, PPT.

Computer Hardware and Networking.

CCNA

PERSONAL DETAILS

Father’s Name : Mr. Ratikanta dhal

Date of birth : 10th June 1988

Sex : Male

Marital Status : Unmarried

Nationality : Indian

Religion : Hindu

Languages known : English, Hindi and Oriya

Permanent Address : Rakesh Dhal

Vill:Andharisole, post: Baddhenkia, Dist.: Mayurbhanj

Odisha -757084

Present Address : OMR Road. Chennai.

Declaration

I here by declare that the above information is true to best of my knowledge.

Place… Thanks & Regards

Date… Rakesh Dhal

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