Communication coach
Resume:
INCHARA JS
Communication Coach
Languages
English, Hindi, Kannada
Mobile :
Email:
*******.*********@*****.***
Key Skills and Knowledge
Exceptional ability to work
independently
Client assessment and analysis
Extremely organized
Interpersonal and written
communication
Strong Verbal communication
Self-motivated
Conflict resolution
Team Leadership
Public speaking
Advanced excel skills
Campus hiring
Work under stress
People management
Content Development
Professional Summary
• Customer Support Engineer – 2013 to 2017
• Communication Coach – 2017 to Till Date
• Working at Unisys Global Services India
Responsibilities
Monitor calls on Communication, Soft Skills, Process & Compliance Parameters.
Provide Coaching & Feedback to enhance agent performance.
Analyze Audit data, Compliance, Communication & Process related data. Prepare & Implement action plans.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Helping operations achieve the client targets for CSAT.
Keep the operations updated on new process changes/updates, improvement initiatives.
Analyze the Coaching / Training needs of the agents & support them in delivery.
Working to recruit the crème de la crème recruits for the company.
Develop, maintain, trend and report Key Performance Indicators (KPI).
Serve as Communication Subject Matter Expert (SME) for agents.
Conducting the briefing sessions every fortnight to address the team’s concerns/updates.
Part of the interview panel for Networking team, Campus hiring.
Handle client escalation.
Develop and deliver training modules based on the improvement areas on the floor and hence improving the overall quality of communication on the floor.
Handling On Job Training(OJT) associates/agents for four weeks and measuring their improvements and growth.
Speaking to clients bi – weekly and understanding their requirements.
Conducting on floor training sessions.
Work on content development
Technical Skills
• Hands on Ticketing tools BMC ITSM 8.1, SRMS.
• Operating system: Windows 7, 8, 8.1, 10 & related troubleshooting.
• Complete L1 support on technical and application related issues for the client.
• Configuration of Enterprise email account on iPhone and Handheld devices.
• Account provisioning (Active directory, Email accounts).
• Create/Add/Modify/Move/Delete Active directory accounts and Exchange Mailboxes.
• Microsoft Office (2007, 2010, 2013 & office 365) Outlook related troubleshooting.
• Remote support for clients on VPN.
• Area of expertise includes Supervising, Ability to motivate people, Maintaining Service Levels and Time Management.
• Handle team escalations, train new team members on process we handle, Manage agents.
• Generate reports on the Open ticket dump and handle team when team lead or manager is not around.
• Monitor calls and provide feedback on the same.
• Create training documents on the process updates.
• Work on defect tracker and daily aging report for the process.
• Create RFC’s for any gap found in the Helpfile.
Education Qualifications
• B.E in CSE from RNS INSTITUTE OF ENGINEERING with 58.17%
(2013)
• II PUC Science, RNS COMPOSITE PRE UNIVERSITY COLLEGE with 61.61% of Marks. (2009)
• 10th in VIDYANIKETAN PUBLIC SCHOOL with 69.00%(2007) Project
• iPROB- an Android Application for Monitoring, tracking and Responding Workshops and Certifications
• Attended a 2 day workshop on "Introduction to Advanced Robotics
"during October 2011 conducted in RNS Institute Of Technology Bangalore by AIR (RNSIT Robotics Club).
• Completed “Train The Trainer” Certification during the month of June, 2018.
Achievements
• Performer of the Month (June-15) for dedication towards work and taking initiatives to drive team performance.
• Performer of the Month (April- 16) for taking up the responsibility of improving the FCF misses and maintaining the least defect percentage. In addition, contributions in findings the knowledge gaps and topping the chart of RFC’s raised from Service Desk.
Extra-Curricular Activities
• Completed my junior exam in Carnatic music vocal with First Class.
• Represented college in Dance, Throwball, volleyball and Football.
• Taken part in UIPL 2015 in Football and Throwball and secured 2nd place.
• Taken part in Unisys Talent hunt and secured 1st place in Group dance.
• Active Member of the Unisys Fun Committee team where we organize events for employees.
• Taken part in Pinkathon 5km run in 2014 and 2018.
• Taken part in UIPL 2018 in Football and Volleyball and secured 1st place.
• Taken part in UIPL 2018 in Cricket and Throwball and secured runners up place.
• Took Part in Patriot Run 10km run in August 2018.
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