Customer Service Management

Mukesh Kumar Parmar

Nalco Steel & Alloy Industries,

Shriram Bhavan, 66/68 ground floor, room no 6, 4th kumbharwada, Mumbai - 4

+919********* ******.****@*****.***

[pic][pic]

PROFILE

An enthusiastic individual who has a proven track record of achieving

results in highly competitive environment. Having an enthusiastic attitude

and working hard to ensure good practice is demonstrated across all areas

of education, from planning quality activities, to communicating with all

staff members and colleagues. Currently looking for a varied and

challenging role with an organisation where hard work can be recognised and

rewarded financially. Apart from contributing to the processes and

strategies which enhance standards of understanding and learning, My

greatest strengths have always contributed in helping me to understand the

environment around me at work and try to adjust in that environment keeping

in my mind personal goal and the organisation's goal. It had been possible

to maintain consistency in my performance because of my communication

skills.

KEY SKILLS

. Convincing Skills (convert complaint calls into resolutions)

. Time management (prioritizing the assignments and completing on time)

. Planning & Organizing skills (Meeting KPI's)

. Persuading & Negotiating skills (While handlings complain calls, credits

were managed and controlled efficiently)

. Investigating & Analysing data (University project works)

. Tactful (effective solutions for every problem with minimum risk)

. Confident (delivering an outstanding customer delight)

. Proactive (Motivating the team mates for effective use of skills in order

to maximise sales)

. Flexible (easily adaptable to change and willingness to work for any

shift)

KEY ACHIEVEMENTS

. Placed number one in High jump Competition at school

. Placed at number 2 for long jump at school

. Best team for football in school

. Best team for Cricket in school

. Ranked no 1 for 100 meters race at school.

. Several awards for Debates & Professionalism at school

. At Work, Got many Appreciations from customer for delivering outstanding

customer service

. Awards for Best Performer and Best team at work

. Award for Excellence in Quality & Time Management at International School

of Management studies in 2013

WORK EXPERIENCE

> Customer Relationship Advisor Hutchinson Global Services Pvt. Ltd.

Nov 2010 to Jun 2012

A Telecom Industry based in United Kingdom, which is represented as 3 .

Its call centre is based in India and it deals with all kinds of mobile

phone and broadband contracts, Pay As You Go deals and Sim Only deals.

. Received appreciations for delivering outstanding customer service.

. Always managed to convert complain calls into resolutions.

. Best Advisor of the Month for Performance (several times)

. Best Team for Performance

. Always in Top three for Cross-Selling

. Best in providing resolutions to bill related queries and rapport

building.

> Promotional activity work at Domino's Pizza

Feb' 2014

> Promotional activity work at The Fishermen's Wife Caf .

Mar'2014 - Apr' 2014

EDUCATION & QUALIFICATIONS

> Leeds Metropolitan University - MBA

1) Accounting & Finance for Decision Making

2) Business Consultancy Project

3) Contemporary Marketing

4) Organising & Managing for Performance

5) Self-Effectiveness & Leadership Performance

6) Specialisation subjects: Branding, Media strategy and planning.

7) Strategic Management 2014

The course will help in providing in-depth knowledge of various subjects

and will lead to developing various professional skills required to be

successful professionally as well as personally.

> International School of Management Studies - BTEC Level 7 Extended

Diploma

1) Developing Strategic Management & Leadership Skills = Pass

2) Professional Development for Strategic Managers = Pass

3) Strategic Change Management = Pass

4) Strategic Marketing Management = Pass

5) Strategic Human Resource Management = Merit

6) Strategic Quality & Systems Management = Merit

7) Strategic Planning = Merit

8) Managing Financial Principles & Techniques = Merit

9) Research Methods for Strategic Managers = Merit

10) Project Development & Implementation for Strategic Managers = Merit

2013

The course helped in developing a understanding to see all the things from

a strategic point of view because Strategies play an important role in each

and every part of professional and personal world.

> Symbiosis Society's Of Arts & Commerce College - Graduation-Economic

(Hons)

1) Compulsory English = Distinction

2) Hindi = Merit

3) Geography = Merit

4) Economics General Paper = Merit

5) Economics Special Paper 3 = Merit

6) Economics Special Paper 4 = Distinction

7) Environmental Awareness = A+

2012

In depth understanding of the economy and the ways it can be analysed and

improvised by various strategies.

> Sinhgad College of Arts, Science & Commerce - Higher secondary School

Certificate

1) English = Merit

2) Hindi= Distinction

3) Maths & Statistics = Pass

4) Physics = Merit

5) Chemistry = Merit

6) Biology = Pass

7) Environmental Education = A 2008

Classification of Science into three groups Such as Physics, Chemistry &

Biology so that the students can understand each subject in more detail

> Saint Joseph's Higher Secondary School - Secondary School Certificate

1) Hindi = Merit

2) English =Distinction

3) Social Science = Merit

4) Science = Distinction

5) Maths = Distinction

6) Sanskrit = Distinction

7) Computer studies= Distinction

8) Health Science = Distinction

9) Social Useful Productive Work = A

10) Arts = A 2006

Basic understanding of all the various subjects

ADDITIONAL INFORMATION

Other Skills: C Computer Language

Training:

1) Industrial Training in Courtyard by Marriott Hotel

2) Training for National Cadet Cops

INTERESTS

Sports, Branding, Adventures, Shopping, Music and Fashion

REFERENCES

References available on request.

Contact this candidate