Management Customer

PRADEEP SIRSAT

OBJECTIVE

To advance in life by hard work and smart work, expanding knowledge by venturing into new fields and to be a part of dedicated, goal oriented team. To obtain a challenging job where I can apply my knowledge, that I have obtain and enhance the practical experience in meeting the challenges of real life projects.

Strengths:

Ability to take a quick decision

Self Motivated and Loyal

Hard work and discipline in my work

Quick adaptation to the new environment

People Management

Time management

Data analysis

Professional Experience.

1.Team Leader-Operations at Aegis (P).Ltd from 25-Feb 2012_To 8-Sep- 2012

•Recruitment and Talent management for SBU handled by me.

•Grievance handling including Identifying the issues and escalate them to concerned superior officer for quick resolution.

•Training to CSA ( on the job/ off the job), including training to Bottom Quartile agents on product and soft skills

•Performance Management including KRA, Goal setting, etc providing qualitative/constructive feedback to the team members from time to time with regards to their performance.

•Maintaining Disciple and Disciplinary action

•Safety at work and designing modas operandi for cross checking of unsafe acts and habits of employees.

•MIS and participation in the Team Meets and communicate all updates. Conduct Quality Meets, dipstick, PKQ /JKQ.

•Motivating team of associates to achieve the given targets.

•To handle the floor and process in the absence of Team Managers and Operation Managers.

2.Team Leader-Operations at Aditya Birla Minacs From 14-Nov-11 To 23-Nov-11

3.Team Leader-Operations at Intelenet global services (P) Ltd From:_22-July -09 To 4-Sep-10

4.Reliance BPO,Mumbai From:26-Feb-07 To 11-july-09

Worked in VIP helpdesk (Voice support for contact centre) as a Customer Interaction Executive

Job Responsibilities

1Handel VIP Post-paid customer of reliance.

2.Handling calls and mails of the customers.

3.Handling inquiries & complaints, booking trouble tickets of high profile call centre customers as well as International carriers.

4.Escalating customer complaint to appropriate department of Reliance National Network Operations Centre

5.Giving service & maintenance to customers to serve Reliance Network.

6.Providing accurate & correct information to customers with the help of Global Business.

7.Giving online resolutions to the customers within given SLA & achieving good C-SAT as well as good quality score.

8.Worked as Customer Interactive Executive in Reliance BPO in VIP Helpdesk

a)Recruitment & Appointment Processes & procedures

b)Performance Appraisal process and procedures

c)Training and Development Sessions

d)Wages and Salary admin. Procedures

e)Statutory compliances ;like PF, ESI, Labour Welfare Fund

Educational Qualification

a)Master of Labour Studies from Regional Labour Institute (Nagpur) Branch of Maharashtra Institute of Labour Studies, Mumbai

b)B.A. from Nagpur University

Computer Knowledge

MS Office, language, C++.

Personal Details

a)Address : Ved-Vihar, Dixit Nagar,341 Nagpur -17

b)Contact Number : 084********/ 909-***-****

c)E Mail Address : ***************@*****.***

d)Nationality : Indian

e)Languages Known: English, Hindi, and Marathi

f)Hobbies : Listening to Music and Playing Cricket

As a resourceful personality, I can assure you that I will live up to the expectations of senior with my qualifications, academics and flair for learning thus able to maintain and enhance my firm s position to the best of my knowledge and ability.

Date: Pradeep Sirsat

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