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Team Leader

Location:
Bengaluru, Karnataka, 560001, India
Salary:
600000
Posted:
January 10, 2017

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Sadiqullah.N

917******* (M) Email:acx65s@r.postjobfree.com

OBJECTIVE

To pursue a career in an environment that offers me the opportunity to utilize and expose my potential to the fullest and develop my skills to provide excellent support.

PROFESSIONAL SYNOPSIS

Joined as Senior Technical Support Engineer, after a year and based on my performance promoted as Application Engineer (Escalation Lead and Handling 5 to 6 Support Engineer) for International Process (Vonage) from May 2011 till May 2014. Later through an IJP (Internal Job Posting) moved as a Telecom Engineer for ShoreTel (US Based Telecom Company) Process (ETAS) from May 2014 till date.

ORGANISATIONAL EXPERIENCE

CURRENT JOB PROFILE;

Handling enterprise customers from various types of accounts like (Blue, Green, and Orange).

Resolving issues with their accounts and assisting them to change, add or edit any kind of services on their account.

Troubleshooting network issues for both Off-Net and T1, On-net clients with their phone systems.

Troubleshooting inbound and outbound e-Fax issues for the clients. If required, also working with 3rd party vendor Easylink to open a ticket.

Handling call quality issues like inbound calls, outbound calls or both.

Checking call logs, packet loss, bandwidth, latency, performing speed test, looking for open ports and firewall settings.

Checking inbound directory and outbound directory logs, Sansay Logs, SCCP and SIP stats.

Handling the clients queue systems, also creating, editing and making changes to their call flow system like;

1.Auto Attendant

2.Ring Groups

3.Time of Day

4.Hold Music & Recording files

5.Dial by Names

6.All other components

Contact Center (Queue System):

1.Provisioning Queue

2.Agent queue monitoring

3.Hold Treatment

4.Reports

5.Resources

Triaging tickets (cases) to all the email and phone agents based on the account type, they handle.

Handling testing cases and troubleshoot to resolve the issues with the testing cases for all types of account.

Key Performance Areas;

Quality Management:

Ensuring a high-quality customer experience, analyzing (Customer Satisfaction) to enhance customer satisfaction.

Monitoring new agents calls, analyzing performance and providing feedback and charting out plans for improvement in quality and service standards.

Allotting data base to TSO s getting feedbacks and also confirming their sales.

Team Management

Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation among team members.

Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis and excelling in the targets planned.

Accomplishments;

Recognized as one of the Best Performers on the floor as a Team Leader, with a considerably good scores.

PREVIOUS JOB PROFILE;

Handling 15-20 Agents in a team.

Maintaining reports.

Interacting with clinents.

Achieving the targets and making the clients and mangement satisfy

Maintains attrition.

Preparing daily agents APR Reports and sending it to management and

Clients.

Resolving Agents Query and fulfill agents Requirements

Organizing Events.

Team motivation and daily conducting meeting with the team.

Name of the Reports:

1.Pre Shift Report

2.Operations Report

3.Hourly Tracker

4.All Productive Report

5.Attendance Report

6.Quality Report

7.Dialer Report

a) Agent Wise

b) Shift Wise

8.Down Time Tracker

PREVIOUS EXPERIANCE

Worked in STANDARD CHARTERED FINANCE LTD as TEAM LEADER 14 months Jan 2010 to April 2011. I was handling 10 to 15 executive for credit card (Corporate Account).

Worked in INDIA INFOLINE PUBLIC LIMITED, Joined as Team Leader for 16 months and was handling 15 20 executive for Financial Products (ICICI PRUDENCIAL and MAX NEWYORK LIFE INSURANCE).

Worked in OPTIMUS BPO Pvt Ltd (Polaris Group), joined as a Senior Customer care Executive for 6 months then promoted as Mentor handling 6 to 8 executives and worked for 10 months in Airtel Collections. My role involves taking calls, allotting base, analyzing performance, providing feedback, convincing and retaining the customer.

Worked in AEGIS BPO (ESSAR GROUP) for Hutch Prepaid Customer care Process as a customer care officer for 14 months. My role involves taking calls, handling escalations, providing accurate information on their plans.

TECHNICAL SKILLS

Well versed in Microsoft Office Tools (Esp. excel and word)

ACADEMIC CREDENTIALS

EDUCATIONAL QUALIFICATIONS:

B.B.A

University of MADRAS

OTHER SKILLS:

LIFE SKILLS: (One year)

1.Interpersonal Relation & Communication skills

EXTRA CURRICULAR ACTIVITIES

Regular Participant in all cultural events right from school days.

Have won many events in creative Ad zap.

PERSONAL DETAILS

Father s name : R. Noorullah

Addl. Mail ids : acx65s@r.postjobfree.com

Date of Birth : 26-03-1986

Address : #18/23A Satya Narayanan Street,

: Sembium,

: Chennai 600011

AREA OF INTEREST:

Reading books on interpersonal relationship and good business communication

LANGUAGES KNOWN:

English (Read, Write & Speak)

Tamil (Read, Write & Speak)

Hindi (Read, Write & Speak)

Urdhu (Speak)

I am highly self-motivated and my strength is my dynamism, self-belief and ability to influence people positively. I would extend my service with utmost good faith.

N. Sadiqullah



Contact this candidate