Customer Service Manager

Ranvir Parmar

Date of birth : ** December ****

Contact

Tel : 240-***-****

email: ****************@*****.***

***** ******* ****** *****

Ashburn, Virginia 20148

Profile

Objective To obtain a senior management position with future career advancement

potential, where I can effectively utilize my expertise in management and

customer relations

Education

1995 to 1999 BSc (Hons) Biochemistry

North London University, London, United Kingdom

2014 Project Management Professional (PMP) Certified June 18 2014

Work Experience

Apr 2003 - Nov 2011

Eurofins Medinet, Chantilly VA

Head of US Investigative Services & Specimen Management

• Planning the workload within Client Support Centre

• Analyzing and improving current processes

• Coach and train employees of Client Support Centre and

perform regular appraisals and interviewing of any new

employees within two departments

• Ensure that the employees of Client Support Centre work

according to the Standard Operating Procedures (SOP’s) and

work instructions

• Contact clients and other Eurofins departments to resolve

queries and Maintain Client Relationships

• Solve questions, issues and/or requests from clients in a

professional manner

• Register all actions in the Client Support databases and

ticketing systems

Contain costs through implementation of efficient work flow

•

processes to meet quarterly targets

Track and Run reporting on quarterly performance

•

Planning workload for Sample Reception team

•

Dealing with all Specimen Logistical work

•

Dealing with any client escalations regarding sample

•

reception

Liaising / coordinating with clients to ensure efficiency and

•

deadlines met

Ensure KPI and production levels monitored and meet targets

•

Coordinating queries and workflow processes with

•

international offices in Europe

Project Planning and Implementation

•

Develop and implement strategy and processes for

•

transition / relocation of lab and client support to new center

out of state

A & O Group, Berkshire, United Kingdom

Sun Tier III Technical Helpdesk Engineer

• Solaris OS knowledge from 2.5.1 through to Solaris 10

• Solaris 10 Zoning, Solaris 10 build and tuning

• HP Hardware and HP-UX OS

• Linux Redhat AS 4.0 & 5.0

• Veritas Clustering v5.0, Knowledge of all components of the

Veritas Foundation Suite

• Knowledge of SAN & NAS & Host connectivity to both

• Shell & Perl Scripting

• V880/V890, V480, V440, V210, and E4500 Servers

• Trained in Unix operating software

• Provide technical level administration, support and

maintenance

• Assist support teams by providing the necessary technical

analysis and troubleshooting of issue tickets (Tier III support)

• Troubleshoot and Diagnose hardware malfunctions including

required parts and create action plans for field engineers

• Update all service calls via a remedy based system

• Compile SLA reports for all accounts

Jan 2002 - Mar 2003

Prudential UK, Reading, United Kingdom

Pension Team Manager

• Manage customer service agents, ensure daily targets reached / exceeded, work

allocation

Deal with outbound and inbound calls regarding Pensions / Pension servicing

•

Liaise with IFA new business contacts and setup initial pensions

•

Manage bereavement spouse allocations

•

Complaint Resolution

•

Sep 2000 - Jan 2002

Royal Mail, Slough, United Kingdom

Customer Service Advisor

• Complaint Resolution

Promotion / Marketing to local companies

•

Activities and Interests

Sports Football, Baseball, Cricket

Traveling Europe, North America

Languages

English (native) Punjabi (fluent) French (basic knowledge)

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