Operation Team Leader
Resume:
Resume
Prem Kumar.M
E-mail: ***********@*****.***
Phone:
CAREER OBJECTIVE
Seeking a position to utilize my skills and abilities in the Software
and BPO that offers professional growth while being resourceful, innovative
and flexible. Also to become a conscientious and result oriented
professional with right balance of engineering and management skills.
PERSONAL SKILLS & STRENGTHS
Enthusiastic, Adaptive, Self Confidence, good inter personal
relationship quality, Leadership quality highly motivated, and Extrovert.
Comprehensive problem solving abilities, excellent speaking ability, verbal
and written communication skills, Ability to deal with people
diplomatically and willingness to learn team facilitator hard worker.
PROFESSIONAL QUALIFICATION
Pursuing B.E (Computer science and Engineering) in Arulmigu Meenakshi Amman
College of Engineering, Vadamavandal.
Aggregate Percentage: 60.36%
EDUCATIONAL QUALIFICATIONS
Course Institution/University Month/ Year Percentage
(Stream)/Examinati of Passing
on
Diploma in Meenakshi Ammal 2008 63.4
Computer Polytechnic College,
Engineering Uthiramerur
X Pachaiyappa's Higher 2002 45.6
Secondary school,
Kanchipuram
KEY SKILLS
Programming Languages : JAVA, C, C++, C#
Development Tools : Visual Basic 6, MS-Office
Operating System : Windows, UNIX, MS-DOS
Backend : ORACLE, SQL SERVER, MS-ACCESS
Web Designing : HTML, XML, PHP
PROFESSIONAL EXPERIENCE (2+ Years)
Company Designation Period
Hinduja Global Operational Team Leader Apr 2014 - till
Solutions date
Roles and Responsibilities:
Providing product & technical oriented training to my team members.
Escalation calls handling related to data and devices connectivity.
Preparation of Team Performance report for my team members on daily
basis.
Attending client meetings on daily basis related to product and
process oriented activities.
Keep on track of team members daily activities.
Resolving issues (related to Operating system, web applications,
third party VAS applications) in case of occurred during calls.
Escalation of all technical issues (related to All Operating
Systems, Network, Voice and Data Connectivity, data card and mobile
applications) and keep of track of all technical issues until get
resolved on same day.
Preparation of Audit report on weekly basis.
Handling Floor Queue Monitoring during calls.
Tools used:
ICRM, Ultra, Unique defined, Open Office, MS Office and Excel.
Hinduja Global Quality Analyst Jan 2014 - Mar
Solutions 2014
Roles and Responsibilities:
1. Performing Y-Jack Auditing as well as Internal and External
Auditing for customer relationship officers to reduce redundancy of
escalation.
2. Preparation of auditing and quality reports on time.
3. Escalation of auditing reports to higher level managers.
4. Providing on time feedback to relevant customer relationship
officers.
5. Attending client meetings and brainstorm meeting to discuss
about ideas and improvement activities.
6. Providing call handling training to the customer relationship
officers.
Tools used:
ICRM tool, Ultra, Microsoft Excel and Open Office.
Company Designation Period
Hinduja Global Knowledge & Escalation Sep 2013 - Dec
Solutions Officer 2013
Roles and Responsibilities:
1. Handling the escalation call in English from Customer
Relationship Officers. (So far handled 70 calls per day)
2. Resolving the critical issues and escalating the same to higher
level managers and other technical departments.
3. Preparation of Resolution report on daily basis on time and send
it across to higher level managers.
4. Analyzing the technical information relevant to product and
process.
5. Preparation of technical information report on daily basis and
escalate across the team members.
6. Resolving all mathematical calculation issues.
Tools used:
ICRM tool, Unique Defined, Microsoft Excel and Open Office.
Hinduja Global Mentor Jul 2013 - Aug
Solutions 2013
Roles and Responsibilities:
1. Monitoring Team Members check in and check out times.
2. Providing daily basis briefing and training sessions to team
members involved related to product and process.
3. Creation of Team members report related to check in and check
out times and update to Team Lead.
4. Guiding the team for problem solving abilities whenever critical
situations occur.
5. Follow up and keep in track of all issues reported by the team
members.
6. Clarifying all doubts to team members which are raised during
the escalation calls.
Tools used:
ICRM tool, Unique Defined, Microsoft Excel and Open Office.
Hinduja Global Customer Relationship Jan 2013 - Jun
Solutions Officer 2013
Roles and Responsibilities:
1. Attending the technical escalation calls.
2. Clarifying the customers related to technical solutions, billing
information, queries, about plans etc., (So far attended 120 calls
per day)
3. Attending Briefing and Technical session and status meetings on
daily basis.
Tools used:
ICRM tool, Unique Defined, Microsoft Excel.
DECLARATION
I hereby declare that the information furnished above is true to the best
of my knowledge.
DATE:
PLACE:
(M.PREMKUMAR)
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