CURRICULUM VITAE

ANTO JOHN P J

Perumpilly House, H.No – 48/969A

Thrivarna Road, Elamakkara P O,

Cochin - 682026, Kerala, India

Mobile: +91-903*******, +91-812*******

acxobf@r.postjobfree.com, acxobf@r.postjobfree.com

OBJECTIVE

I am seeking a competitive and challenging environment where I can serve the organization better with my skills & abilities and thereby establishing an enjoyable and long term career for myself.

PERFORMANCE DRIVEN CORPORATE PROFESSIONAL WITH MORE THAN 6 YEARS EXPERIENCE WITH TOP MNC’s

Rich experience in providing customer support & technical support in busy call center environments for UK based telecom and US based anti-virus security clients.

An unwavering commitment to customer service & customer relations with the ability to build productive relationships, resolve complex issues and win customer satisfaction & loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively and achieve win-win outcomes.

EXPERIENCE

1. Senior Process Executive (Customer Service Advisor – 3.5 Years)

5/2007- 10/2010, Infosys BPO Ltd, Bangalore, India

Handle customer enquiries, telephone complaints, billing issues and payment extension/service requests for client British Telecom. Advise customers, gain trust, locate resources for problem resolution and provide best-option solutions. Interact daily with internal departments in field services, new business, operations and customer relations divisions.

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Handled an average call volume of 100 enquiries in any given day and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Trained newcomers in the team regarding call handling and customer satisfaction areas.

Promoted from Process Executive to Senior Executive in 1.5 years of time after joining.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution, quality and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Attended different customer service trainings by client to learn ways to enhance customer satisfaction and improve productivity.

2. Senior Consultant (Customer support & Technical support – 2.5 Years)

12/2010-05/2013, Sutherland Global Services, Cochin, India

Handled incoming and outgoing calls for client McAfee for their anti-virus support in virus removal through remote access. Responding to customer enquiries, resolving problems related to computer viruses and Operating systems. Provided informative advice to customers in using internet and other computer related hardwares or softwares. Used unique call pattern which resulted in high number of customer satisfaction & appreciations which also reduced the number of escalations. Always kept up-to-date with the technology and giving customer the expected resolution in the first call itself.

Key Accomplishments:

Recognized as "#1 Technical Advisor" (out of 20 advisors in division) in Q3 2012. Ranking was based on quality, customer service, duration of calls and availability.

Received $500 as a client appreciation for the best quality and the top performer for the year 2012.

Assisted the management in training programs that reduced training time from six weeks to four.

Contributed to the sales of McAfee products in 2012 by improving lead-generation and sales-tracking techniques. This was for a short period of 3 months as part of the management decision to help the sales team.

Worked closely with the escalations team in reducing the turnaround time and making sure that the issues are resolved in a timely manner.

OTHER EXPERIENCES

3. Associate HR – Operations (Recruitment Coordinator – 5 months)

07/2013 – 12/2013, Williams Lea, Cochin, India

Provided day to day operational and transactional support to the onshore team and business. I was in charge to provide support to the onsite Recruiters and National Recruitment Manager by sourcing the suitable candidates for open positions within the deadline specified and conduct reference verifications on the shortlisted candidates.

Jan 2014 – Present

Self Employed - Doing Real Estate - Working as a part time agent/broker and also doing Freelance works.

EDUCATION

Bachelor’s Degree – B.Com (Marketing), March 2007 – 72% - Aquinas College, Cochin, India.

LANGUAGES KNOWN

English, Hindi & Malayalam – Fluent in all the 3 languages.

SKILLS

Customer Service, Customer Relations, Customer Retention, Complaint Handling/Dispute Resolution, Call Center Service Operations, Data Entry/Records Management, Multiline Phone Use, Team Management, Mentoring, Training, Interactions with customers from NA, EMEA & APAC regions.

Computer Knowledge

Operating Systems – Windows 7 & 8.

Softwares – MS Word, Excel, Outlook, IBM Lotus Notes.

Troubleshooting – Virus Removal, Minor technical issues related to OS, browsers, software updates.

REFERENCES - Professional

Mr. Abijith Parakkot

HR Analyst

Williams Lea, Cochin

Contact No: +91-963*******, E-mail: acxobf@r.postjobfree.com

REFERENCES - Personal

Mr. Anoop Sebastian

Contact No: +91-963*******, E-mail - acxobf@r.postjobfree.com

PERSONAL INFORMATION

AGE & DATE OF BIRTH : 30, 20-11-1986

RELIGION : CHRISTIAN

SEX : MALE

FATHER’S NAME : P. J JOSEPH

NATIONALITY : INDIAN

MARITAL STATUS : MARRIED

PASSPORT NO : G2463192

DECLARATION

I hereby certify that above mentioned details are true and correct to the best of my knowledge and belief.

Date:

Place: COCHIN ANTO JOHN P J

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