Work Experience
Knoah Solutions Pvt Ltd.– (September, 2010 – To-Date)
Quality Specialist
• Train the new hire quality specialists based on the quality guidelines and the process if required
• Conduct performance review with respect to Productivity, Accuracy on daily basis.
• Coach agents on the identified opportunities from the internal audits
• Prepare the ‘Daily Evaluation Plan’ and modify it as per the requirement.
• Attend weekly review meeting with the client
• Prepare productivity tracker and invoice estimate for special projects on a weekly basis
• Attend External Calibration sessions.
• Update the team on the process updates coming from calibrations and client communication
Sitel India Pvt Ltd – (February, 2007 – September, 2010)
Customer Services Professional
• Trouble shooting internet connection and Email issues.
• Connects customer computer remotely through desktop sharing.
• Creating and updating Sanity reports ( Using Ms Office )
• Maintaining records of employees’ i.e. Individual files related to all KPI's( Key performance Indicators)
• Trouble shooting client problem within the time frame with customer satisfaction.
• Upgrading/Setting up customer computer to connect to the internet .
• Accomplish new and complex tasks without assistance. Identify and prioritizes issues and resolve them in a timely manner.
• Setting outbound dialer as per customer’s need.
Crux consultancy (contract with VSNL) – (February, 2005, – February, 2007)
Retention Executive
• Training new joiners
• Retentions through outbound telecalling, Retentions include dial-up & broadband customers.
• Escalate the Technical Issue of the customer to concern team
• Managing Escalations and driving targets
• Preparing audit reports
Sri Consol Software Pvt Ltd – (November,2002 – December,2004)
Hardware Engineer
• Providing Network connectivity and technical support to clients.
• Day to day management of the network and handling network, hardware and software problems.
Tools Proficiency and Computer Skills
• Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook.
• Diploma in Hardware and Networking from Micro CA.
Education
• HRD degree college, Hyderabad (Osmania University, 2002)
Bachelor of Science
• Tetrahedron intermediary Jn college, Hyderabad (Board of Intermediate, 1999)
M.P.C (Maths, Physics and Chemistry)
• St. Marks High School, Hyderabad (S.S.C from Board of Secondary School, 1997)
Participation and Certificates
• Received Best Performance Certificate from Knoah for the month of September 2012.
• Received Best Performance Support Reward Sitel for two consecutive years 2008 & 2009.
• Moved to Bangalore as a support stay and handled 20 batches on behalf of SITEL - 2009.
Personal Information
Date of Birth: 30th Nov, 1981
Spouse name: Trupti Chandan
Permanent Address: Padma Rao Apartments, H.No:8-3-169, Flat 202,2nd Floor, Second Bazar, Secunderabad-03
Interests
• Spending quality time with family and friends.
Others
• Languages known: English, Hindi, Telugu, Tamil.