Customer Service Sales

Anup Kotur

***/*,*** **** **** block

*nd stage, Nagarbhavi,

Bangalore - 560072

Mobile - 098********

****.*******@*****.***

Objective:

Highly motivated and team spirited individual with passion for learning and

has the capability to meet deadlines in a fast paced environment. Work

skillfully for the excellence of my employing firm and to develop

knowledge, experience in my field of work.

Career Profile:

In total I have 11 + years of experience (Six Sigma Green Belt Certified)

Projects Involved in:-

CSAT (Email Survey) Improvement

First Call Resolution

Average Handling Time Reduction

Transfer Reduction

Hold Time Reduction

Repeat Call Reduction

Competencies:

Core Competencies: Customer Service Orientation, Teamwork & Collaboration,

Initiative, Adaptability, Integrity, Individual Accountability, Operational

Knowledge, Six Sigma, Reporting, Analyzing, Problem Solving, Advance Excel,

Macros, Customer Focus & Innovation, Listening Understanding & Responding.

Work philosophy:

In today's competitive world, the best way to ensure organizational success

is to delight the customer. Today's customers want responsiveness, low cost

and high quality. If a company does not meet and exceed the customers'

needs, their competition will.

It's no longer enough for employees to simply 'embrace' change: continuous

improvement is now a way of doing business, where people actively seek

change, systems & processes support and drive initiative. It is not just

about delivering the SLAs set forward by the clients but it is about

constantly challenge the status quo so that the work environment is one

that inculcates a culture which encourages pride in both personal and

organizational accomplishments.

Professional Experience:

December 2012 - November 2014

Senior Quality Analysis Specialist (Neustar Inc - Turning Point Software

Solutions)

Neustar Inc. is a company which provides real-time information and

analytics for the Internet, telecommunications, entertainment, and

marketing industries, and a provider of clearinghouse and directory

services to the global communications and Internet industries.

As a Quality Analysis Specialist, my key role involves auditing customer

contacts and providing feedback to associates, thereby enhancing customer

experience.

My key contributions/wins in this role:

> Developed a framework on all areas where we could Audit/Monitor customer

contact and laid out parameters for the same, using this gave shape to a

monitoring form which is now used as a standard tool both by onshore and

offshore teams

> Led a special project on ageing analysis to reduce the customer effort

to have an issue resolved. The findings and observations of this project

led to operational changes on the overall SLA's and SOP's resulting in

the MTTR(Mean Time To Resolve) coming down drastically

> Conducted mentoring sessions for managers based in US via video and Tele

conferencing on auditing customer contacts and coaching associates

> Designed Knowledge Bank for the frontline analysts that is easy to

understand with high level process maps and QRG's (Quick Reference

Guide) with an intention to reduce the hold time and ensure swift

response to the customer queries.

Roles & Responsibilities:-

> Monitor and evaluate the level of policy/process compliance our

internal/external specialists deliver to our customers for the following

lifecycles: Customer Service, Screen Scrape and Email.

> Analyze line of business Call Compliance data, highlight strengths and

weaknesses, and recommend solutions for any training and process gaps

identified.

> Identify emerging trends in process, skills or tools gaps

> Chair and facilitate calibration sessions with Customer Care Leadership

Team (Team Supervisors, Managers the LOBs and Third Party Vendor

representation) bi-monthly to ensure consistency within the entire line

of business.

> Compile, summarize and communicate monthly reports and results to the

leadership team.

> Promote and support compliance efficiency and issue resolution with the

goal of increasing customer satisfaction and improving the customer

experience

> Analyzing data to use comparative trends to hi-light focus points for

coaching is required.

> Automate the daily /weekly/Monthly reports across all LOB's to speed up

the process.

> Identify the Trends & Prepare the Trend Analysis Report (TAR) which will

be circulated across all LOB's including the Directors.

> Created & proposed the flexible Quality Score Card which helped to

capture FCR Not - Met calls/cases in turn helped in process Improvement.

March 2007 till December 2012

Senior Officer - Quality Assurance (Mphasis, an HP company)

> Implementation of quality initiatives and driving quality as key issue.

> Ensure consistent and accurate communication with the customers on a

daily, shift-wise basis. Report any discrepancies in communication

immediately.

> Adherence to all reporting requirements and ensure there are no delays

on any reporting aspect.

> Monitor induction/buddy plan of new recruits.

> Management aspects include coordinating with other areas of the company

and defining procedures.

> Work with the In-Team Training Team to develop and roll out the

Individual Testing, Evaluation and Grading Programs.

> Interface with the Manager (Customer Services & Operations) on all

issues related to operations and customer services.

> Handling of all escalated grievances by frontline associates

> Ensuring adherence to standard customer satisfaction levels.

> Conduct call observations and evaluate the associate on various

parameters.

> Identify weak areas of the team and conduct re-fresher training as well

as expert level training.

Achievements:

> Selected by clients to represent the India team at the Capital One UK

Vision, Mission and Values week at Nottingham, United Kingdom

Customer Service Executive & Nesting supervisor:

> Adherence to set customer satisfaction levels, monitoring of all factors

that affect satisfaction levels.

> Monitor, identify and resolve performance/behavior/attendance issues

using the prescribed performance management techniques of new team

members, resolve escalated customer issues

> To service incoming customer calls and action / respond to customer

correspondence

> Answer incoming calls and provide an accurate and concise response to

the cardholder enquires.

> Closing all calls received within defined time frame.

> Ensuring adherence to standard customer satisfaction levels.

> Cross-selling of various products of the credit card segment.

> Working in conjunction with the various areas of the company and

providing feedback on promotions

> Achieve business service quality standards

Achievements:

> Best performer in sales for Q4 2008

> Best performer of Capital One - Customer Relations for Q4 2008

> 2nd best performer in sales for Q2 2009

> 2nd best performer of unit for Q2 2009

> 2nd best performer of sales and overall performance for July2009

> Best nesting supervisor for the year 2010

April 2003 -February 2007 - Deepu Batteries (Family Business)

Administrative officer:

> Responsible for advertising & sales to clients and agencies to increase

revenue on the network from south region

> Working closely with the agencies and understanding their product and

customer profiling and then proposing advertising plans based on the

same

> Working and proposing new and innovative advertising options on the

medium to get more advertisers and maximizing revenue

> Revenue generation through marketing initiatives. Promotion

effectiveness analysis, competition tracking

> Marketing expense management. Vendor management and development of new

vendors

> Customer feedback management - generate feedback by administering

questionnaire through promoters and feedback kiosks in store

> Responsible for print & production needs of all the stores

> Implementation of marketing activities for the entire south region.

> Doing Marketing & sales promotion

> Tracking the sales of the dealers and accordingly carrying out the

promotional activities for the particular dealers

Academics

Graduation: B.Com

> Karnataka State Open University, Mysore

High School Certificate (STD X)

> Basel Mission English Medium High school

Extra-Curricular Activities:

> Played football at district level for Kittles College, Dharwad.

> Represented state level (runner up) snooker tournament conducted by the

Country Club.

Personal Information

Name : Mr. Anup p Kotur

Date of Birth : 21/03/1979

Father's Name : Prakash Kotur

Sex : Male

Marital status : Married

Languages : English, Kannada and Hindi

Hobbies : Playing cricket, Travelling,

Snookers

Notice Period : -

References can be provided on request.

Contact this candidate