Customer Service Professional Experience

SANDEEP ISSAR

Plot no: B-**-**, Flat no:**, Sainik Nagar,

Nawada,Uttam Nagar, New Delhi-110059

Email: ************@*****.***

Contact: +91-92-105-*****

PROFILE

A competent and diligent person offering around 7 years of well-honed domain experience in Learning & Development, BPO, Client Relationship, Business Analysis in the industry with the excellent understanding of business dynamics and updated market knowledge.

Solutions oriented approach with excellent relationship skills.

Successfully delivering Revenue Generation and Customer Satisfaction.

Proven track record of 100% client satisfaction and consistent over achievement of given targets.

PROFESSIONAL EXPERIENCE

Liqvid eLearning Services Pvt. Ltd., Noida 20 Feb 2015 – 12 Dec 2015

Senior Training Coordinator

●To ensure end to end delivery and assessment of training programs in the given portfolio for Hewlett Packard.

●Coordinate the planning, scheduling and deployment of various training programs.

●Preparing the Event Budget inclusive of Destination analysis, External Venue, Catering cost etc.

●Handling course materials and make necessary changes by coordinating with the Program Managers.

●Process payments for external vendors in a timely and transparent fashion

●Multi-tasking is an imperative quality required for this role.

Other Job responsibilities

●Update signature Event Services (SES) tracker on regular basis.

●Create RFP in order to get quotations from different External venues.

●Create Purchase orders (PO) in order to process payments for L&D funded events.

●Update details of existing courses & offerings.

●Suggest new ideas of process improvement.

●Work on Batch Enrollment tool to enroll learners in SABA.

●Extensive knowledge on POST (POST is designed to provide efficient and effective budgeting, planning, ordering, scheduling and tracking of learning delivery plans, offerings, portfolios, activities and resources used for learning delivery success) which is a key component application of Grow@hp, and is used in support of global workforce and customer education business groups.

Concentrix Daksh Services India Pvt. Ltd. 28thNov 2012 – 6thOct 2014

Lead – CRM Operations

●To help the agents in solving technical queries related to Point of Sale (POS) and up-selling support plans,

●Help agents in achieving Net Promoter Scores (NPS).

●Give floor support to the agents and handle escalation calls.

●Case Scrubbing and auditing compliance issues on the calls.

●Handle team in absence of team leader.

●Maintaining team scores and hygiene.

●Make team aware about the product updates.

●Work with bottom quartile in order to improve their scores.

●Work on team overall performance.

●Take agents for one on one sessions, if required.

EXL Service.com (I) Pvt. Ltd., Noida

NASDAQ listed International Business Outsourcing Company Jan 2007 - Jan 2011

Customer Care Executive – British Gas

●Perform BAU & Adhoc activities as per Table of Services

●Investigate discrepancies and work closely with IS/Operations department to solve data quality issues

●Assist the offshore team members in achieving targets

●Handling complaints & escalations.

●SPOC for tracking, reviewing & prioritizing faults

●Suggesting areas for process improvement

●Create ad hoc and production reports

●Gather, document and validate customer & business requirements using standard reporting templates

●Perform daily/weekly validations of production report of data being presented by supervisor.

Process Associate:-

●Worked for Project SAPPHIRE (UK process- British Gas).

●Worked on Most Advanced Online SAP & Siebel system for exception resolutions.

●Used to provide resolutions for End-to-End Exceptions (from acquisition to withdrawal) occurred while British Gas (Our UK based Client) acquires new customers.

Key Skills and Competencies

Excellent telephone manner and customer service skills.

Ability to work shifts and weekends - occasional overtime / overnight.

Having the ability to listen to, understand and defuse difficult situations.

EDUCATIONAL CREDENTIALS

BACHELORS OF ARTS 2006

Punjab University, Chandigarh, India

SENIOR SECONDARY EXAMINATION 1999

Punjab School Education Board, India

HIGH SCHOOL EXAMINATION 1997

Central Board of Secondary Education, India

PROFESSIONAL QUALIFICATION

THREE YEAR COMPUTER SCIENCE & ENGINEERING DIPLOMA 2003

Punjab State Board of technical education & Industrial training.

DATE OF BIRTH: 19th April 1980

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