Service Customer
Resume:
PRAVEEN SHARMA
971-***-****, *********@*****.***
[pic]Seeking assignments in Operations / Client servicing with a growth
oriented organisation
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? A result oriented professional with over 11+ years of experience in
Operations, Admin and Customer Service.
? Currently Associated M/S Hello42 India Pvt.Ltd.
? An executor with sufficient experience in managing service operations
with an aim to accomplish corporate plans & goals successfully.
? Resourceful at maintaining relationships with clients to achieve quality
product and service norms by resolving their service related critical
issues.
? Capabilities in coordinating with customers for running successful
business operations and experience of implementing procedures and service
standards for business excellence.
? Solutions-driven, customer centric professional with significant
experience in handling all aspects of service functions.
? An efficient communicator with good relationship building & interpersonal
skills. Strong analytical, problem solving & organisational abilities.
Possess a flexible & detail oriented attitude.
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Career Highlights
Jan'14-Till the time M/S Hello42 India Private Limited
Current Designation Asst. Operation Manager- Service Sector-
Transport Industry
Current Industry Service Sector-Transport Industry
Mar'12-July31'2013 M/S Aarya Cabs Pvt. Limited.
Current Designation Asst. Manager--Service Sector- Transport
Industry
Current Industry Service Sector-
Transport Industry
Apr'10-Feb'12 M/s WYN CABS - Service Sector- Transport Industry
Last Designation Asst. Manager - Service Sector- Transport Industry
Current Industry Service Sector-Transport Industry
Nov'02-Feb'10 M/s Mega CABS - Service Sector- Transport Industry
Last Designation Operation
Current Industry
Last Designation Transport Operation
Key Deliverables
Operations Management
o Managing service operations for rendering and achieving quality services,
providing first line customer support by answering queries & resolving
their issues, ensuring minimum TAT.
o Handling customer service operations inclusive of implementing short /
long term plans; coordinating with team with focus on excelling business
targets & service delivery metrics.
o Identifying improvement areas and implementing adequate measures to
maximise customer satisfaction level.
o Handled customer complaints & carried out assigned work activities as per
company policies and procedures
o Exercise due diligence in processes related to customer transactions
o Identify improvement areas and propose constructive changes to achieve
operational excellence. Provide suggestions for team development. Be
presentable and pleasant at all times. Maintained integrity,
professionalism and friendly attitude. Contribute positively as a team
player.
Client Relationship Management
o Building and maintaining healthy business relations with clients,
ensuring high customer satisfaction matrices by achieving delivery &
service quality norms.
o Ensuring speedy resolution of queries & grievances.
o Assessing customer feedback, evaluating areas of improvements & providing
critical feedback.
o Taking escalations for resolving critical issues.
o Ensuring continuous interaction with the customer to make sure that area
of concern can be worked upon for improved service levels.
o Tracking interaction between executives and customers to ensure quality
assurance standards.
Training & Development
o Arranging trainings for existing / new recruits for improving their
performance levels; updating them latest developments & modifications and
inspiring individuals to strive for excellence.
o Evaluating the effectiveness of training programmes by constantly
developing & implementing pre and post assessment tools. Determining
training needs & conducting programmes to enhance efficiency in
operations.
o Developing and delivering coaching / group training and instructional
programmes related to technical, operational, management skills and
attitude.
o Monitoring the performance of employees to ensure efficiency in
operations and meeting of KRA's.
o Identifying training needs across levels through mapping of skills
required for particular positions and analysis of the existing level of
competencies.
Quality Compliance
o Ensuring process improvement initiatives leading to increased
productivity and better quality standards.
o Monitoring calls and delivering feedback.
o Maintaining quality scores received from the Quality Department by
rechecking the audit calls which are supposed to be sent to the clients.
o Handling complaints and maintaining reports associated with it.
o Reviewing the performance of team members in coordination with the
Operations & Quality Manager.
o Preparing process documents and maintaining the reports/database.
o Attending conference calls for quality assurance with the Clients.
Process Management
o Mapping business requirements and coordinating in developing and
implementing processes in line with pre-set guidelines.
o Conducting internal process reviews for ensuring strict adherence to the
process parameters/systems as per defined guidelines.
o Setting up targets, maintaining CTQ (Critical to Quality) / CTP (Critical
to Process) targets and involved in planning for the process.
TECHNICAL SKILLS
o Well versed with MS Office and Internet Applications.
[pic]SCHOLASTICS
2005 B.A. pass - Delhi University
2005 ITI Pusa BTC Campus, Trade Wireman
2013 J.B.T - M.P. board
[pic]PERSONAL
DOB 29-12-1980
ADDRESS H.NO.49, VIJAY NAGAR, VILLAGE KIRARI, NANGLOI, NEW DELHI
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I firmly affirm that all the information furnished above are true to the
best of my knowledge
Contact this candidate