Customer Service Representative

Abhilash D'Souza

Pune, Maharashtra

Mobile :- 855******* Email:- ******@*****.***

PERSONAL INFORMATION

Date of Birth :- September 17th 1979

Martial Status :- Single

Passport No. :- G7068192

Date of Issue :- 11/01/2008

Date of expiry :- 10/01/2018

Languages Known :- English, Hindi, Marathi, Konkani

EDUCATIONAL QUALIFICATION

1994-95 SSC Mumbai Second Class

1996-97 HSC Mumbai Pass Class

COMPUTER PROFICIENCY

1 - Year Computer Diploma from Sukh Sagar Computer Institute

Operating Systems: - DOS, UNIX, Windows NT, and Windows 98/2000

Application Software: - MS Office 2000/XP

Others: - Proficient in Internet and e-mail

KEY SKILLS

Outstanding people skills that produce win-win results which are beneficial

to both the company and the client.

Understanding the task at hand and putting efforts to complete the task

with efficiency and on time.

Ability to perform well in a group.

OBJECTIVES

To use my analytical ability to communicate ideas, commitment to perform

quality work and relevant experience to improve efficiency and make the

most of my professional expertise.

PROFESSIONAL EXPERIENCE

Radius Hospitality Concepts PVT LTD, PUNE. (APRIL 2014 - Till date)

Radius Hospitality Concepts is a leading provider of paid membership

loyalty programs of the hospitality industry. Hotel Brands have an ongoing

need to successfully promote their offerings to the individual high

spenders in a cost effective manner and require the expertise of a

dedicated specialist team to manage the search for such buyers. Radius

builds that bridge and supports more than 6 hotel chains in 8 cities of

India.

Job Profile

Working as Asst. Sales Manager - Sales leading a Sales Team selling hotel

memberships

3 global services pvt ltd, Pune. (April 2011 till date)

Company Profile

3 Global Services is a Contact Center which is one of the leading

telecommunications providers in different countries across the world and

the India Contact Centre deals with various processes for the customers in

the UK, Republic of Ireland and Australia. The Contact Center is based in

Mumbai and Pune

Job Profile

Working as a Customer Finance Advisor and dealing with customers who miss

making the payments on time. Work with them on negotiating and objection

handling. Also handled customer service and billing calls. We also needed

to satisfy queries put forth by the customer and hence we have to be multi-

skilled and have thorough knowledge of the process.

Altisource Business Solutions PVT LTD. (SEptember 2010-march 2011)

Company Profile

Alisource Business Solutions a subsidiary of Ocwen Financial Solutions is

based in Goa apart from Mumbai and Bangalore.

Job Profile

Worked as a Customer Financial Analyst for a 3rd party vendor called NCI

(Nationwide Credit Incorporated) and was collecting on charged off cards

more than 180 days old for American Express. Took escalation calls and

offered settlements on accounts and also handled their skip-tracing for

them.

Emirates Bank International (April 2008-June 2009)

Company Profile

Buzz Contact Center is a part of the Emirates Bank International based in

Dubai and was outsourced to DU Telecom one of the leading telecommunication

providers in the UAE

Job Profile

Worked as a Call Center Representative and was handling customers all over

the UAE in regards to their billing and payment queries.

3 GLOBAL SERVICES pvt ltd, mumbai. (May 2006-march 2008)

Company Profile

3 Global Services is a Contact Center which is one of the leading

telecommunications provider in different countries across the world and the

India Contact Centre deals with various processes for the customers in the

UK, Republic of Ireland and Australia. The Contact Center is based in

Mumbai and Pune

Job Profile

Worked as a Shift Supervisor for the inbound collections process and

handled the RTA, Attendance, Break Schedules, Reports, Service levels on a

hourly basis and targets assigned for each individual team. At times also

walked the floor to provide relevant support and took escalation calls.

Joined as a Customer Finance Advisor and dealt with customers who miss

making the payments on time. Work with them on negotiating payments and

objection handling. Also handled customer service and billing calls. Worked

as a mentor and monitored calls for the new advisors on the floor. We also

needed to satisfy each and every query put forth by the customer and hence

we have to be multi-skilled and have thorough knowledge of the process.

KAIZEN GLOBAL SERVICES. (JULY 2005-APRIL 2006) for 3rd Party Collections

Process

Company Profile

Kaizen Global Services is an upcoming Call Centre with a third party

Collections Process, Sales Process and Customer Service Process located at

C.B.D. Belapur.

Job Profile

Currently working as a Senior Customer Service Representative for a Third

party Collections Process. Accounts that are handled are Fresh, Second's

and Tertiary accounts. Also working on accounts for Skip Tracing.

INTELENET GLOBAL SERVICES (MARCH 2003-JUNE 2005) for 1st Party Collections

Process

Company Profile

Intelenet Global Services is a Call Center that is joint venture of

Barclays bank and H.D.F.C it has grown since the time it was setup in the

year 2000 and is now based in the suburbs at Malad, Mumbai.

Job Profile

Worked for a Customer Service Process solving Customer Queries on the phone

along with taking payments and Up selling.

Worked as a Senior Customer Representative for a Collections project. My

job profile was to collect on accounts that had gone past due which meant I

had to get their accounts current. I also performed the function of a

skipper that means I had to search on accounts that don't have a valid

number to reach them at.

Was given the best collector award while on on-job training.

Also won the best trendsetter award for the month of February 2004 and

January 2005.

TRACMAIL (India) PVT.LTD (December 1999 - February 2003) for 3rd Party

Collections Process

Company Profile

Tracmail is an Internet Communication Management Company. The company is

an Internet Call Center.Tracmail provides an exceptional virtual customer

service department of highly skilled customer E- service Representatives

(CERs)

Job Profile

Worked as the Assistant Team Leader for (hotmail), a B2C project.

Handled customers from all over the world through email and chat

Interacted with the client about project related issues

Prepared daily reports on the Team Performance, Average Handle Time etc.

Maintained Targets and monthly goals

Has also won the best C.E.R for Hotmail for the month of January 2002.

Worked for a collections project called American Express from February 2002

to August 2002 after which was working for an inbound project called Primus

and was one of the top performers in the project. Have handled the floor as

supervisor for the month of December and handled escalation calls on the

floor. Is experienced on handling Emails and chats along with calls on

floor.

Initially worked on a B2B project as a MICROSOFT SUPPORT PROFESSIONAL

servicing online Microsoft clients. Job involved working as an human

interface behind

the MSN product; creating value and embodying superior customer service the

edge

behind human service, finding ways to create value for customer at every

possible

point.

Also worked as a representative for Beenz.com. Job involved working as a

human interface between Beenz users and solving their various issues.

Involved as a Web wizard for Webhelp.com.

Direct interaction with the customers and providing them with answers to

their requests in a live chat. As part of my responsibility I had to

analyze the customers request, investigate and provide with the best

content.

Has won the best C.E.R (Customer E- Service Representative) for the month

of December 2000.

NALANDA TELECOMMUNICATION PVT. LTD (June 99- till Nov 99)

Worked as a computer operator

Job Profile

Handling the day-to day operations

Responsible for daily reporting to the clients. Actively involved in making

the scripts for the various telemarketing campaigns.

Has also done surveys and marketing for various short term projects for

I.M.R.B, Nestle, Pro Computer Institute, H.S.B.C and Cadburys.

ADDITIONAL TRAINING

Attended twenty days training at Tracmail Ltd with regard to American as

well as British English usage. Additional technical training for five days

at Tracmail Ltd to learn the software used and to enhance web surfing

ability.

EXTRA CURRICULARS

Active participation in conducting the college festival called DRISHTI and

also plays and active role in participating youth events at Don Bosco and

the parish events.

Participated in the inter-collegiate festival MALHAR.

Conducted exhibitions in consumer oriented products.

Played basketball at school and district level.

Has won a lot of dance competitions at various levels.

PERSONAL INTERESTS

Listening to music, netsurfing, interacting with people, traveling, making

friends, watching television, playing cricket, football and basketball

Yours sincerely,

Abhilash D'Souza

Contact this candidate