Objectives

> To secure a challenging and innovative Job.

> Contribute to the growth of the organization with my technical

knowledge, expertise & creativeness.

CAREER SNAPSHOT

> 6 year 8 months Customer service experience in Mphasis An HP company,

leading BPO in INDIA

> Experience as Customer Support Officer, Process Audit Team and Unit

Manager.

WORK EXPERIENCE

As a Unit Manager (July'2011 to Apr'2014)

> Manage performance of the team reports.

> Answering escalation calls.

> Carry out Call monitoring exercises and sharing feedbacks on regular

follow-up.

> Ensure availability of latest knowledge on Products across the Team.

> Ensure Quality of Services provided by their individual teams.

> Ensure Product Knowledge on all Products / services supported by the

Call Centre.

> Have interaction with client on process issue.

> Guide team members on improvement of individual performance.

> Conducting regular refresher training courses.

> Identifying personal eligible for any rewards and recognition

programs.

> Interaction with Customer counterpart on a regular basis for daily

operational activities.

> Escalation of technical problems to the Technical / STS team.

Process Audit Team 2009 to 2011

> Call Monitoring for bottom performing agents in quartile on the floor

and enter the scores along with the comments in the excel sheet and

provide feedback to agents.

> Provide refresher training and coaching for all low performing agents.

> Ensure send on a Daily basis of PI (Process Index) Score to the

respective UM & OM.

> Track and ensure overall effectiveness of agents.

> Mapping % of agents who meet CSAT SLA (soft skills parameters) for

each month/cycle.

> Mapping % of agents who meet Quality SLA (soft skills parameters) for

each month/cycle.

> Share weekly/monthly reports with the Operation Managers respective

UMs.

> Audit on waiver policy.

Customer Support Officer 2007 to 2009

> Answering Customer Calls as per training imparted and Standard Call

Handling Procedures available.

> Answering calls as per client mandated procedures.

> Updating the Account Status on Client Database.

> Responsible for escalating calls to the Unit manager when assistance

required.

> Utilized the skills essential for effective customer service.

Ganapathy Semia Ltd, Marketing Executive,

April'2006 - 2007

> Achieving of Primary & Secondary Sales.

> Achieving distribution objectives.

> Ensuring proper merchandising.

> Launching new products and new brands as per company guidelines.

> Maintaining excellent trade relations distributor, retail, and

wholesale.

> Taking localized initiatives to improve sales & merchandising.

> Annual sales forecasting & budgeting.

> Control of unsalable stocks.

> Motivation and training of distributor sales team.

Damro Furniture Pvt Ltd_Cochin 2005-2006(Technician)

> Assembling Import Furniture's on Customer Place with Customer

Satisfaction

TECHNICAL SKILLS

Operating System: Windows XP & Windows 7

Packages: MS-Office 2003 and 2007

Educational Qualification

Qualification Board / Institute Name Year of

University passing

B.A. History Madurai Arulmigu palani andaver May 2004

Kamarajar Arts & Culture Collage,

University Palani

Higher Secondary State Board Railway Colony municipal April 2001

Higher Secondary School,

Erode

S.S.L.C State Board Railway Colony municipal April 1999

Higher Secondary School,

Erode

Personal Data

Name Babu Rajan

Date of Birth 20.06.1984

Languages Known Tamil, English, Malayalam

Marital Status Married

Permanent Address # 20 Belkis Street, Muthialpet, Puducherry - 605003

Declaration

I hereby declare that the above particulars are really

true to the best of my knowledge and belief.

Place: Pondicherry yours

faithfully,

Date:

Babu R

Babu.R

E-mail: acffzz@r.postjobfree.com

Mobile: +91-989*******

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