Customer Care Manager

Resume

Rochak Singh

Local Address

Flat # **2, E-Block,

Green City, Satav Nagar,

Handewadi Road,

Hadapsar, Pune

Maharashtra – 411028

E-mail ID: ************@*****.***

Mo # +91-992*******

Objective:-

To be one in achieving the goals of a highly motivated organization and to further aid in its growth, by being one with its mission and vision.

Professional Summary: -

An enthusiastic and motivated professional with Bachelor in Computer Application and overall 7+ years of work experience with MphasiS & TCS, Pune.

Professional Experience: Present Employer - TATA CONSULTANCY SERVICE

Responsibilities and Initiatives Undertaken

Current Role: MIS & Dialer Team Lead

Duration: Oct’15 till date.

Ensure all required parameters for achievement of Service Levels are complied

Ensuring maximum productivity

Client interaction as & when required and incorporate feedbacks into the system

Motivating the team and driving towards a high sense of satisfaction

Periodically reviewing the Operations and Schedule & Capacity Planning processes

Give timely feedback with a view towards improving Operations/Schedule & Capacity Planning and individual efficiency

Ensure implementation of quality system and maintain quality/system procedures

Preparing and maintaining the high quality MIS

Maintaining customer satisfaction index as per SLA

Taking care of Billing & Invoice.

Previous Role: MIS & WFM Manager

Duration: Mar’09 till Oct’15 (MphasiS Indore, Bangalore & Pune)

Ensure all required parameters for achievement of Service Levels are complied

Ensuring maximum productivity

Client interaction as & when required and incorporate feedbacks into the system

Motivating the team and driving towards a high sense of satisfaction

Preparing and maintaining the high quality MIS

Maintaining customer satisfaction index as per SLA

Performance appraisal of team member and counseling for performance and capability building in conformance with goals

To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively

Organizational agility – Understanding how the organization works and getting things done through formal and informal channels

Goal setting for team, Ensure subordinates KRAs are met by providing guidance and support

Ensuring zero defects for PCI ( Process compliance Index) audits conducted internally

Previous Role: Asst. Unit Manager

Ensuring we meet all SLA’s and KPI’s as per process

Ensuring zero defects for PCI ( Process compliance Index) audits conducted internally

Controlling attrition & absenteeism for my span

Creating and maintaining roster inputs based on historical call volume trending

Conducting one on one sessions with Team Members

Ensuring timely completion of E-learning targets for self and team

Conducting Mid- Year and annual appraisals for Team Members

Previous Role: MIS & WFM

Established Centralized Management Team for all reporting requirements

Ensure complete preparation, maintenance/tracking of all types of reports pertaining to:

oIndividual Performance – all levels

oProcess Performance – all circles ( MP, UPE, UPW, Delhi, Haryana & Rajasthan)

Preparing all reviews related to “Performance, Manpower Scheduling & Planning, Probability – Trending & Planning”

Preparing, maintaining & validating reports related to complete Billing for all accounts based out Indore & Raipur location

Significantly involved in preparation of reports pertaining to P&L – Trending, Planning & Projections

Job Responsibilities:

Function: Customer care

Taking incoming calls landing at the customer care number and resolving the complaints and problems of subscribers calling within the least given time

Giving online resolution to the customers for their problems

Dealing with various problems related to mobile instruments. Resolutions of the technical problems as well, for all the zones

Maintaining the daily call report for the maximum calls for different categories. Dealing with the billing problems of the calling customers and providing on line resolutions for the same.

Providing product awareness to the customers

Trainings/Workshops Attended:-

Verint – Used for call monitoring to ensure that we deliver the expected quality and also track and rectify errors.

Time management – for optimum utilization of time.

Stress Management – Keys and tips to manage stress during work hours.

Leadership skills – for enhancing leadership skills and motivating team members.

Education:-

B.C.A – ICFAI University.

Key Strengths:-

Strong people management skills with relevant experience in the role.

An efficient Professional with a natural flair for building relations and achieving optimum levels of customer satisfaction.

Strong MIS skills, significantly involved in scheduling & capacity planning.

Hobbies / Other Interests:-

Music, Reading and Traveling.

Personal Details:-

Date of Birth : 26th Aug 1985

Marital Status : Married

E-mail : ************@*****.***

Nationality : Indian

Religion : Hindu

Languages known : English, Hindi.

(Rochak Singh)

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