Mohamedzuber Dalwadi

Mobile No: +919*********

Email: ac68me@r.postjobfree.com

CAREER OBJECTIVE

To contribute my education and learning’s for my personal growth along with organizational growth, gaining knowledge in my field and thereby enhancing my skill and capacity to work.

EDUCATIONAL QUALIFICATIONS

Qualifications

Name of University/ College/ Institute/ Board

Year of

Passing

Percentage/ CGPA

MBA

( Finance/Marketing )

IIIM, CHARUSAT

2013

6.03

B.Com

VNSGU

2011

59.22%

HSC (Commerce)

GSHSEB

2008

71%

SSC

GSEB

2006

76%

OTHER QUALIFICATIONS

Completed the course in TALLY 9.0

Diploma in Equity Market.

PROFESSIONAL EXPERIENCE

1. Working as RPA Developer in Vodafone Shared Services Pvt. Ltd from May 2018 till date.

Key Contribution:

Automating the manual work of process ad hereby increasing the efficiency and quality of the process.

The process which require manual intervention is automated to some extent hence reducing the manual efforts.

Assisting in process re-engineering in order to provide best customer service experience.

Using automation software ''V-task Studio'', assisting the team to create automation script that reduce manual efforts and improving the overall performance of the process.

2. Worked as Customer Service Representative in Vodafone India Services Private Ltd from October 2016 to April 2018.

Key Contribution:

Re-engineered the process with automation software and exce which resulted in time saving and helped in processing bulk cases faster.

Handling the assigned team and allocating the work amongst the team to ensure that work received is completed within the time limit.

Training the new hires in the team and providing in-depth knowledge about the process.

Resolving the queries of stake holders amd clients via email and chat support.

Completing any ad-hoc worked receive from the managers.

Taking ownership and completing the task of any new issue or situation that comes.

3. Worked as eBay Sr. CUSTOMER SUPPORT REPRESENTATIVE (Data Analyst and Policy Expert) in TTEC (Previously known as Motif India InfoTech Pvt. Ltd.) from 13/02/2015 to 30/09/2016.

Key Contribution:

Solve the queries of members regarding the eBay policies.

Ensuring to meet the daily targets and productivity counts.

Provide chat/email support.

Educating the members about eBay policies.

Providing Floor Support for New Team.

Working on ad-hoc projects assigned by team leaders as per the requirement.

4. Worked as TEAM LEADER and ADMINISTRATION OFFICER in RMS BPO from 01/05/2013 to 09/05/2014 (1 year)

Key Contribution:

Managing Inbound and Outbound Calls.

Handling Administration Work.

Training of New Employees.

Maintaining files of Employees.

Managing a team to achieve the daily targets.

ACHIEVEMENTS AND AWARDS

Received nomination for “Agent of the Year” for the period of 2015-2016.

Achieved ''Top Performer'' award for the month of APRIL 2015 ''Nesting Period''.

Received “PRAISE” twice for providing excellent customer satisfaction, exceeding the quality matrix and achieving the productivity target.

Achieved “Quarterly Top Performer” award for the 3rd Quarter 2015 for providing excellent customer service, exceeding the target and quality matrix.

Achieved “Joint Top Performer” award for the month of February 2016 for exceeding the productivity targets, quality matrix and increasing the overall team performance.

Achieved “Quarterly Top Performer” award for the 1rd Quarter 2016 for exceeding the target and quality matrix.

Achieved “Joint Top Performer” award for the month of March 2016 for exceeding the productivity targets, quality matrix and increasing the overall team performance.

PERSONALITY TRAITS /SKILLS[i]

Value people’s feelings

Loyal and Honest

Get personal satisfaction in helping others

Need approval from others to feel good about themselves

Value harmony, and good at creating it

PERSONAL DETAILS

Date of Birth

06th February 1990

Gender

Male

Blood Group

O+

Marital Status

Unmarried

Nationality

Indian

Languages known

Can read, write and speak English, Hindi and Gujarati

Residential Address :

Hidayat Nagar, Near Tata School Road,

Navsari- 396445

Address for communication :

Maadalpur Gam, Darjiwas, Near Ellis bridge, Opp. V. S Hospital, Ahmedabad-380001

KEY SKILLS

Microsoft Office

Flexibility

Confidentiality

Maintaining Employee Files

Team Work

REFERENCES

Mr. Rakesh Nair

Supervisor

Motif India Infotech Pvt. Ltd.

1A, Wall Street-2,

Nr. Gujarat College,

Ahmedabad - 380006

Mobile: +91-814*******

Mr. Rajesh Gorwani

Deputy Manager

Vodafone India Services Private Ltd.

Ahmedabad

Mobile. No: +91-942**-*****

[i] Personality Traits/ Skills set is developed based on MBTI Test

Analysis conducted in workshop by I2IM, FMS, CHARUSAT

held on September 2012.

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