Team leader

Curriculum vitae

Name: Pulikonda Anil

Mobile: 905-***-****

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

OBJECTIVE:

Quest to work in a professional and competent atmosphere involving my enthusiasm aided with my efforts contributing to growth of the organization and to strive and achieve excellence in the area of work undertaken with honesty, commitment and dedication.

Personality Traits:

Good at managing People, multi-tasking,Adaptability and ability to work under pressure and Professional attitude.

Organization: Aegis Limited

Designation : Act Team Leader Duration: June’14 – till date

To manage the day –to- day planning.

Set and evaluate associates Performance, and create individual action plans.

Monitoring calls taken by associate and provide constructive feedback on

Performance to Individuals on a regular basis.

● Responsible for excellent customer service in every call.

●Responsible for reaching the targets fixed by the management from time to time

●Monitoring calls taken by associate and provide constructive feedback on performance to

Individuals on a regular basis regarding quality and c-sat inputs

●Conducting briefings and team meetings to update the team stats, new product

Information, policy and procedures Changes etc

●Collecting feedback from associates & same is updated to quality coaching team to

Identify associates training needs and coach them

●Manage various trainings process changes, up-skill and refreshers for agent

●Taking initiatives towards process changes, giving suggestions to Other TLs, QA team and Trainingfor process development

●Taking care of the floor Issues relating to product and IT related and escalating same to the client

●Taking Responsibility related to clients such as sending down time tracker of floor, highlighting customer issues and product related gaps

●Taking care of individual KRA’S such as Attrition, shrinkage, Quality, AHT, C-Sat etc

●Taking responsibility of Service & call answer level management and floor AHT as per target shared by clients

●Taking responsibilities of managing floor shrinkage and attendance tracker which effects production

●RCA for daily service and call answer level, AHT, ICF and call abundance.

●Taking care of Team Attendance and Attrition.

Designation: Training (SME)Duration:Jul 2013 – June 2014

I Will be responsible to give training for new Hires and do the activates

After completion of training we will conduct certification phase for new agents and hand over to the production

Taking refreshers for the BQ agents and ensuring that they improve their scores

Conducting briefings for agents along with TL’S and discussing about product related and real time related updates.

Designation: Customer service executive Duration : Feb’2012 – Jul’2013

● Handling Inbound Customer Calls and ensuring the first call resolution and

Working to-wards the customer satisfaction

●Handling the skill set of both GPRS and Normal Calls

●supporting new trainees in the live & certification

Achievements:

● Promoted as Training SME Selected through internal movement

●Promoted as Acting Team Lead Selected through internal movement

● Appreciation for Best Team Management and for Floor Support

CAREER HISTORY

Worked as Costumer Service Agent at FIRST SOURCE Pvt. Ltd., from December 2010 to December 2011.

Duties

I discuss every complicated matter with Team leaders and higher level staff and resolve important issues.

I audit calls & share the feedback to the agent’s everyday.

I have to keep up to date information about the products & services and share it with Agents.

I have to be patient and listen to Agent issues and motivate them to work efficiently.

KEY SKILLS AND COMPETENCIES

Professional

Knowledge of call center management techniques.

Able to type 35 words per minute.

Ability to assess talent, manage people and motivate others.

Managing a team of market research specialists.

Knowledge of disciplinary procedures up to and including employee termination.

Proficient in Microsoft Office, Excel, Word, Power Point & Outlook.

Properly handling confidential information.

AREAS OF EXPERTISE

Managing People

Dialing History

Call Handling

Issue Resolution

Customer Service

ACADEMIC PROFILE

Board/University year of Passing Percentage

S.S.C: Vidhya Convent State Board 2008 55%

Intermediate: Sarada Junior college Intermediate 2010 50%

Degree: Prabhas College Nagarjuna 2015 50%

PERSONAL DETAILS

DOB - 28th –Jan-1990

MARITAL STATUS - Single

LANGUAGES KNOWN - Telugu, English & Hindi

NATIONALITY - Indian

DECLARATION

I hereby declare that the information furnished in the curriculum vitae is true to the best of my knowledge and belief.

Place: Vijayawada. (Anil)

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