Sales Quality

RUMAN KHAN

Contact Numbers : 998-***-**** / 982******* (India)

Email : *************@****.*** / ****************@*****.***

Career Objective :

“To have a successful career and strive for Professional excellence in the Corporate Sector, which

allows me to carve a unique place in the industry, providing ample opportunities for learning &

growth”.

Professional Profile :

I) Organization: M/s. Raj Anodizing Works, Mumbai (India).

Tenure : 16th March 1999 – 16th June 2004.

Job Profile :

Worked as an Accounts Assistant.

Responsibilities spanning across Projects included :

• Handling Accounts.

• Operating Customized Financial Accounting Package.

• Handling Purchases, Sales.

• Responding to Clients Emails.

• Creating Quotations for upcoming Clients (Sales).

• Prepare Invoices, Reports, Letters and Financial Statements, tracking expenditures.

• Oversee Payroll system.

• Handling all the property/investment details of the owner.

II) Organization: M/s. Accurate Engineering Contracting, Sharjah (U.A.E.).

Tenure : 20th June 2004 – 29th March 2006.

Job Profile :

Worked as an Administration Officer.

(Contd…2)

(Contd…2)

Responsibilities spanning across Projects included :

• Handling Purchases, Sales.

• Co-ordinating with the Dealers, Suppliers and Vendors.

• Responding to Clients Emails.

• Prepare Invoices, Reports, Letters and Financial Statements, tracking expenditures.

• Oversee Payroll system to ensure smooth running.

• Organize and plan Meetings.

III) Organization: M/s. IBM Daksh Business Process Services Pvt. Ltd., Mumbai (India).

Tenure : 24th Nov 2006 – 8th Aug 2010.

Job Profile :

Worked as a Customer Sales Associate (CSA).

Responsibilities spanning across Projects included :

• Back Office operations.

• Handling Customer queries for eBay.com (USA).

• Customer Support through Emails and Chat for clients queries related to Billing, Stores,

PowerSeller, Top-rated Seller, Trust and Safety related issues.

• Credit Audit Analysis on the basis of credits issued to the members for the eBay fees.

• Creating monthly C-Sat report for the team.

• Co-ordinating among Team members to ensure the smooth functioning of the team.

• Organizing weekly Team meetings.

• Analyzing Chats & Emails to ensure Quality metrics are met.

• Preparing monthly Attendance report of the team for the Payroll department.

IV) Organization : M/s. Stream Global Services Pvt. Ltd., Thane (India).

Tenure : 9th Aug 2010 – 24th Sep 2011.

Job Profile :

Worked as a Support Professional (SP).

(Contd…3)

(Contd…3)

Responsibilities spanning across Projects included :

• Back Office operations.

• Handling Customer Queries for Time Warner Cable (USA).

• Technical Support through Emails and Chat for Digital Cable, Road Runner Internet and

Digital Phone.

• Queries related to Billing, Sales and Services.

• Quality Analysis for the Chats and Emails resolved on a daily basis.

V) Organization : M/s. eClinical Works India Pvt. Ltd., Mumbai (India).

Tenure : 26th Sept, 2011 – 31st January, 2014.

Job Profile :

Worked as an Interactive Case Manager (ICM).

Responsibilities spanning across Projects includes :

• Back Office Operations.

• Handling Customer Queries related to EMR & EHR (Electronic Medical Records & Electronic

Health Records) & PM (Practice Management).

• Queries related to Billing, EMR, EMR Setup, Documents & Settings, Labs, Interface, MAQ

Dashboard, Admin, IT Support, Meaningful Use (MU), eMessenger, Patient Portal etc.

• Quality Analysis for the Chats resolved on a daily basis.

• Conducting Training for various LOB’s (Line of Business).

• Creating C-Sat report.

• Maintaining Break Schedule for the team.

• Creating Operator Utilization and Login Hours report on a daily basis.

• Monitoring the Chat queue.

Academic Credentials :

Course Year University / Board Class

B.Com Oct-2000 Mumbai Pass

H.S.C. Mar-1994 Maharashtra College of Arts, 54.14%

Science & Commerce, Mumbai

S.S.C. Mar-1992 St. Ignatius High School, Mumbai 58.17%

(Contd…4)

(Contd…4)

Achievements :

• Passed the Elementary Grade Drawing Examination, Maharashtra State, India.

• Passed the Intermediate Grade Drawing Examination, Maharashtra State, India.

• Passed the Pune Board Drawing Examination, Maharashtra State, India.

• Passed the Elementary Computer Operating Course with “First Division” from

M/s. Royal Institute of Computers, Mumbai, India.

• Passed the Advance Computer Operating Course with “First Division” from

M/s. Royal Institute of Computers, Mumbai, India.

• Diploma in Computer Software & Database Management with “A Grade” from

M/s. Maharashtra Institute of Computer Technology, Bombay, India.

• Passed the Computerized Accounting with Tally Package with “A Distinction” from

M/s. Maharashtra Institute of Computer Technology, Bombay, India.

• Successfully completed the BQT (Basic Quality Training) from M/s. IBM Daksh Business

Process Services Pvt. Ltd., Mumbai, India.

Awards :

• Employee of the Month in the LOB for highest number of Emails done with maximum

accuracy, maintaining the C-SAT and Quality in the month of March 2011 for M/s. Stream

Global Services Pvt. Ltd., Thane (India).

• Was awarded the Bronze Medal for the Carrom Championship held in the month of

December 2012 for M/s. eClinical Works India Pvt. Ltd., Mumbai, India.

Key Skills :

• Typing above 75 w.p.m.

• Knowledge of MS Office, Tally, Internet & Email.

• Quality Analyst.

Personal Vitae :

Date of Birth : 6th October, 1976.

Nationality : Indian.

Gender : Male.

Passport No : F 1059769

Place & Date of Issue : Dubai, 24th January, 2005.

Interests : Painting & Reading.

Sports : Cricket, Soccer, Tennis, Badminton, Carrom, Chess.

Languages known : English, Hindi & Marathi.

Present Address : Sita Park, J-403, Naya Nagar, Mira Road(E),

Thane – 401107, Maharashtra, India.

Date :

Signature :

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