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Customer Support, Operations, MIS

Delhi, India
October 16, 2016

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Phone - 098********

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My commitment is my performance and dedication towards company's growth. I would like to be an asset to the company while working with other employees and colleagues. I seek to join an organization, which will see my abilities to the fullest while providing me wide exposure, sufficient responsibility and independence. QUALIFICATION

1999 Matriculation from CBSE

2001 Intermediate from CBSE in commerce stream

2004 B.COM. (PASS) from Delhi University

2014 NPTT (Nursery Primary Teacher Training)


2013 Passed CTET (Central Teacher Eligibility Test) 2015 Six Sigma Green Belt (from HQS)


MS-Word, MS-Word, MS-PowerPoint, MS-Excel (V-Lookup, H-Lookup, Pivot, Formulas, Conditional Formatting, Pie Chart, Graph)

Basic Knowledge of DTP (Page Maker, Corel Draw & Photo Shop) PROFESSIONAL EXPERIENCE (SUMMARY)

1.8 Years’ experience as Senior Executive (Customer Support, Operation Support & MIS Executive) at Vulcan Express Pvt. Ltd. (from Jan 2015).

2 Years’ experience as Call Center Executive at Duronto Technologies Pvt. Ltd. (Jan 2013 - Dec 2014).

1 month internship (teaching training) in Universal Public School. (Jan 2013)

3 Years’ experience as a nursery teacher in Bal Vikas Public School (2001-2004). JOB DESCRIPTION

Job Profile: Senior Executive (Customer Service) at Vulcan Express Pvt. Ltd. Key Responsibility Area:

Project 1: First Mile (Pickup Process) – Jan’15 to Oct’15

Customer & Client Support

200 Outbound Calls per day

Complaint & Escalation handling

Operation Support

Sharing pre alerts for pickup

Checking post pickup status

Data maintenance & sharing

Training conduction & content preparation

Project 2: Last Mile (Delivery Assurance Team) – Nov’15 to Oct’16

Client & Operation Support

RTO/Reattempt instructions to operation

Monitoring process & dashboard

Verifying undelivered & pendency reasons

Highlight weak areas to management

SOP Implementation

TNA to improve performance

Training conduction & content preparation

Coordination with Tech Team to enhance system

MIS – Customer & Operation Support

Hourly, daily, weekly & monthly Abandoned Report

Daily Agent Productivity Report & Calling Trend (Dialer based)

QRC productivity (CRM based)

Pre Allocation report to operation

Process related pendency, performance & productivity reports

Analysis of performance improvement

Monthly review presentations


Job Profile: Call Center Executive at Duronto Technologies Pvt. Ltd. Key Responsibility Area:

Customer Support

180 - 200 Inbound Calls per day

Complaint & Escalation handling

Vendor coordination

Ensuring deliveries

Training conduction


Appreciation emails received from customers (sellers) & management. STRENGTHS

Hard working, good team member, adaptability & flexibility.

Ability to take up responsibilities and deliver results within time.

Willingness to learn.


Father’s name : Mr. Jagdish Sukhija

Date of Birth : 23 September, 1983

Languages known : English & Hindi

Religion : Hindu

Marital status : Unmarried

Gender : Female

Nationality : Indian

Hobbies : Listening music


I do hereby declare that the above-mentioned information is true to the best of my knowledge.

Date :

Place : Delhi Signature


Contact this candidate