Customer Care Office Assistant
Resume:
Tarun Gupta
Contact: +919*********, 701-***-**** Email: *****.*****.***@*****.***
OBJECTIVE:
Seeking career enhancement with a leading organization focusing on personal management skills, creativity, professional development and teamwork. PROFESSIONAL SUMMARY
Having approx 9 years of experience in dealing with the technical and operational aspects of the business and Handling the team of Spot Billing, Metering, CSR and Vendors.
Self motivator taking initiative to learn and take on responsibilities.
Good communication, analytical and problem solving skills in understanding client requirements and providing appropriate solutions.
An effective team leader with abilities in motivating the personnel towards achieving organizational objectives and adhering to Company’s best practices.
Acquired a clear understanding of the business process with focus on the industry trends and practices to achieve business excellence.
Ability to adapt to the new processes in limited time frame with a vision to trigger innovative ideas to augment company’s credibility and profitability. CURRENTLY EMPLOYED AT:
Fluent grid Limited
Working As a Zonal Head - Operations from Sep 18 to till date. JJoobb PPrrooff
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UTTAR PRADESH POWER CORPORATION LIMITED (UPPCL):- Working as a Zonal head from Sep 18 to till date.
Heading the Commercial project including Spot Billing
client interaction and relationship building
Monitoring and improving performance in the fields of Revenue and Billing.
Improving Billing and collection efficiency in rural areas.
Execution and Supervision of metering in Urban and Rural Area of approx. 18.5 lakhs consumers.
New Business Initiative support.
Managing prompt resolution of the grievances & issues of the client. Key Responsibility Areas:
Project Management, Planning, Estimation and implementation
Leading a team of more than 1100+ Manpower.
2
Creation of Standard Operating Process and procedures for execution of accurate Meter Reading and Billing
Managing Day to day MRBD Activities of domestic & High value Consumers and ensuring the accurate and effective reading/billing in order to bring the actual assessment of consumers .
Managing Pre Billing and Post Billing Activities to ensure the higher accuracy of billing and increase revenue of the client.
Responsibility of profit & loss account of the project
Handling the field operation with a proper plan & strategy to maximize the revenue of the company .
Interfacing and co-ordination with various departments .
Dealing with escalated queries of the client and consumers
Observation over quality of work on regular basis
Analyze Escalated Billing issues, written letters and emails on billing issues, and providing the prompt resolution through mails, letters etc.
Identifying improvement areas and triggering various strategies to maximize client & customer Satisfaction together.
Ensure Compliance with rules and regulations laid down by the client and statutory regulations related to the project.
Payment follow up and clearance of invoices from client OTHER EXPERIENCE SNAPSHOT:
QUESS CORP LIMITED
Working As a Project Manager from Dec 17 to sep 18. JJoobb PPrrooff
iillee::
JHARKHAND BIJLI VITRAN NIGAM LIMITED (JBVNL):- Working as a Project manager from Dec 2017 to till date.
Heading the Commercial project including Spot Billing, Metering, O&M manpower handling and collection of 6 Lac consumers through various methods (E-wallet, ezybzl, Bill Desk and POS).
client interaction and relationship building
Monitoring and improving performance in the fields of Revenue and Billing.
Improving Billing and collection efficiency in rural areas.
Execution and Supervision of metering in Urban and Rural Area of approx 5.5 lakhs consumers.
New Business Initiative support.
Managing prompt resolution of the grievances & issues of the client.
Managing 7-8 Vendors for the Execution of metering work.
Execution and Implementation of survey work for billing & metering activities of 5.5 lakhs consumers
3
Key Responsibility Areas:
Leading a team of more than 600+ Manpower.
Execution of metering activities like Replacement/shifting/installation for 5.5 lakhs consumers
Creation of Standard Operating Process and procedures for execution of accurate Meter Reading and Billing
Managing Pre Billing and Post Billing Activities to ensure the higher accuracy of billing and increase revenue of the client.
Responsibility of profit & loss account of the project
Handling the field operation with a proper plan & strategy to maximize the revenue of the company.
Handling the O& M activities related to field
Dealing with escalated queries of the client and consumers
Observation over quality of work on regular basis
Analyze Escalated Billing issues, written letters and emails on billing issues, and providing the prompt resolution through mails, letters etc.
Identifying improvement areas and triggering various strategies to maximize client & customer Satisfaction together.
Ensure Compliance with rules and regulations laid down by the client and statutory regulations related to the project.
Payment follow up and clearance of invoices from client Torrent Power Ltd, AGRA
Working as an Office Assistant from June 2010 to Nov 2017 RRoollee DDeessc
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Administrative activities which includes commercial activities & facilities in order to plan the day to day operations & functioning of the center.
Facilitating customers for energy & non energy payments through various modes of payment
& ensuring transferred of the same to the bank at the day end.
Ensuring maintenance of all facilities at the center which includes queue management system, self-payment kiosks, CCTV cameras etc.
Maintaining a customer friendly environment at customer care center for customers & ensuring customer satisfaction.
Maintaining proper record of all activities at the center i.e. customer footfalls, complaints & average wait time details of consumer's footfalls.
Preparing MIS on daily basis for all activities at the center & analyzing the same in order to continuous improvement & updating the same to superiors.
Implementation of customer friendly services in order to improve service standards that will create customer delightness.
Ensuring shift briefing on daily basis, sharing new processes with team members, taking care of the floor activities etc..
Ensuring responsibility of center, customer interaction, escalations, follow up with zones & productivity of CSRs.
Taking care of all login which includes new connection, Name Change, Meter Shifting, Load Change, Address Correction and Cr/Dr Note of Billing.
Taking care of Kiosk Machine which provides the hard copy of bills to the consumers 4
Handling the Consumers queries through walk-in and taking care of incoming calls on front desk.
Checking and reverting mail regarding head office and regional offices and the departments.
Co-0rdination with Office Staff regarding all MIS and query related.
Taking care all data file, daily basis MIS, shift briefing in soft copy along with the hard copy.
Resolving the public query through CRM (Customer Relation Management) software.
Issuing the Forms of New connections, Name Change, Load Change and various applications.
Escalating the pending complaints and cases to the concern dept. threw mails.
Taking care of Q-Lan Machine to deal the customer in queue and manage the floor quickly.
Handling the irate consumer and get rid of them from the related complaints.
Login at our counters(as per requirements) to provide the service to our consumers through CRM
Taking care of registration the applications i.e. the new connection, name change, load extension, load reduction, service removal, meter shifting and the complaints of billing etc.
Sometimes I use to take care of back office work that includes file MSR, mailing n dispatching in concern zone, address corrections, scanning etc. AEGIS BPO PVT. LIMITED, NOIDA
Working as a Customer care executive for LG process RRoollee DDeessc
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Taking calls related to the query and complaints of LG products for north region which includes Delhi, Haryana, and Uttar Pradesh & Uttaranchal state.
Generating the registration nos. for complaints, demo, amc for the North Region.
Transferring the calls and queries to the concern officers.
Co-ordination with dealers for product Enquiry.
Handling the calls of irate customer and provide the solution to them in the minimum time period.
EROS INTERNATIONAL PVT LIMITED, AGRA
Working as a TEAM LEADER
RRoollee DDeessc
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Working as a team leader for promoting the company’s products in Agra region.
Member of the Promoting Team.
Giving the solutions to team members query and help to guide to the customer about the products.
Making MIS for products on daily and monthly basis
Resolving the public query through pitching to team member.
Providing the relevant details and benefits of company’s products.
Maintaining the database of store products in Excel Format & in Physical filing.
Co-ordination with officers, managers, team members and the customers for Enquiry.
Managing the outsourcing trip in agra region to promote the products
Giving presentation for promoting on the behalf of company in the colleges seminar, various schools and institutes.
Handling the work pressure of the team to achieving their targets.
Office Co-Ordination.
5
Maintaining the cash collection of the team and hand over to the finance department
Giving instant solution of the discussed/faced problems of team.
Responsible for team audits & rectification..
ACADEMICS:
Sno degree board/ university school/college year percentage 1 MBA Subharti University Distance 2018 60%
2 BCA Dr. Bhim Rao
ambedkar university
Aryan institute of
management and technology 2008 69%
3 XIIth UP Board M D jain inter college 2005 59%
4 Xth UP Board S D Jain Inter college 2003 56%
COMPUTER LITERACY:
Operating systems : DOS and Windows 2000, Windows NT Applications : Complete Suite of MS Office and a Net Savvy. Computer Proficiency : Proficiency in MS office and windows applications PERSONAL DETAILS:
Strength Good Team Worker, eye for detail
Father’s Name Mr. Subhash Chand Gupta
Date of birth 02nd December 1989
Languages Known English, Hindi
Marital Status Married
Interests Interacting with people, travelling
Mailing addresses H.no. 641LIG, Sector-14, Avas Vikas Colony, Sikandra Agra - 282007
Declaration:
I hereby declare that the above-mentioned information is correct to my knowledge and I bear the responsibility for the validation of the same
Date:
Place: (Tarun Gupta)
Contact this candidate