Address: **, ********. *** **** ******* (Near Gas Godown) Kolkata- 700028

Mobile: 083********

Email Id: acfb3i@r.postjobfree.com

Objective :-

Utilization of intellectual competence, working experience and problem

solving expertise in the best possible manner that proves creative &

productive for personal & corporate growth.

Profile :-

A result oriented professional with 6 years of experience in calling and 1

and a half years in training as a trainer. Proficient in managing the

entire range of Customer Care, Training, Transition and Floor functions.

Excellent communication and problem solving skills. Ability to prioritize

and communicate excellently with team while working under pressure.

Experience details :-

> Worked with Convergys India Services Private Limited (Gurgaon) as a

Program Ready Trainer (Orange, UK) as last designated since March

2006 to June 2013.

> Worked with Impressico Business Solutions Pvt Ltd (Noida) as a

Process Trainer June2013 to October 2013.

Company profiles:

Convergys India Services Pvt Ltd - Convergys delivers Customer services

enabled business services which help organizations in the public and

private sectors operate more efficiently and profitably. By combining in

depth understanding of our clients' businesses with expertise in customer

services and business process outsourcing, Convergys works on clients'

challenges and develop innovative solutions to address them.

Impressico Business Solutions Pvt Ltd - Impressico Business Solutions

offers a host of IT, Digital Media, Outbound collections and IT Enabled

services. Impressico enable revenue growth, productivity improvement and

cost reduction by leveraging cutting edge technology to enhance the

quality, context and flow of information between clients and their key

constituents.

Job Profile:

I have worked as a Program Ready Trainer for Orange,UK and The Sheriffs,UK. In Orange we provide customer services for the Postpaid Registrations,

Pay as you go requests and resolve their problems related to sim card

registrations and act as the prime helpdesk for mobile handset support and

reply them through email or call. We deliver our work with a specific

target and quality parameters and responsible for all the action taken to

the case. Where as in The Sheriffs Outbound calls were made for the

collection process, thus I master to train both the profiles very

efficiently as to be polite and empathies for Customer services and to be

assertive when it comes to collections.

Responsibilities

Training the new recruits on process knowledge, soft skills, voice

and accent and handling any grievances

Training profile also included tracking attendance of the new

recruits, arranging transportation and transitioning of the new

recruits from training to the operations.

Supervision of the new recruits and ensuring that the

deliverables are met as targeted as well as

mediating with other departments like administration and

quality and schedule adherence &

rectifying any Time Tracking errors for CCOs.

Assist training manager and resolve all training requirement for

various customer operation

Develop and maintain documents for various processes, assist in

preparing appropriate development plans for same.

Design and maintain training course for all materials and develop

appropriate computer

applications for manuals and handouts.

Facilitate in providing training sessions, develop appropriate

objectives and ensure achievement

for same.

Coordinate with Operations team and ensure regular updates for

process and customer services

deliverables.

Monitor all client issues and provide training to resolve same.

Ensure optimal levels of customer satisfaction and compile all

feedback to analyze work of

employees and the new recruits.

Participate in various team meetings.

Academic:-

> Graduation from EIILM University in 2012

> Passed senior secondary from NOS. in 2000

> Passed XIIth from NOS. in 2002

Trainings and Achievements

> Training in Six Sigma(white belt), Receiving Feedback and Fun at work

from Convergys

> Promoted to Sr. CCO within 1 year of joining Convergys

> Promoted to Program ready trainer in 2012

> Awarded M-Ace in 2010

> Diploma in Computer Applications & Internet

> Typing Speed 30 wpm

Hobbies / Interests:-

Research on internet related to geographic information and history

Meeting & interacting with new people

Strengths:

Work well under stress,

Self-motivation spirit,

Personal integrity and persistent nature

Committed, Trustworthy

Personal Information:-

Date of Birth : 11-11-1982

Father's Name : : Late Joginder Singh

Nationality : Indian

Marital Status : : Married

Languages Known : English, Hindi, Bengali & Punjabi

Date:

Place: (Gagandeep Singh)

[pic][pic][pic]

Contact this candidate