DICKSON

KINNY

Assist Manager

OBJECTIVE

A self-motivated, high-

energy individual who can

confidently take ownership.

With an ability to efficiently

organize and manage

multiple priorities, whilst in a

Multicultural Environment.

Seeking an Innovative and

challenging career in a

reputed organization, which

allows professional growth

while working.

CONTACT

PHONE:

961-***-****

EMAIL:

ad3wlr@r.postjobfree.com

STRENGHTS

• Confidence and good

communication

skills

• Sincere and a quick

Learner

• Positive attitude and

approach

• Ability to multitask

GRADUATE

Degree - Bachelor of Commerce

Year - April 2010

University - Mumbai, University

WORK EXPERIENCE

ZebPay

Assist Manager (Since Oct 2020)

• Manage tickets real time, assign tasks to the entire floor

• Arrange outbound emails for pending deposits, withdrawals, KYC's, service recovery, etc

• Manage breaks, change skillset according to the volumes.

• Manage a team of 6 agents

• Motivating, building teams and ensuring service delivery with quality, meeting SLA’s

• Data analysis, audit, feedbacks, training, coaching, briefings and performance management.

• Oversee day-to-day operation

• Discover training needs and provide coaching

LODHA DEVELOPERS PVT LTD

Relationship Manager (Nov 2018 – Oct 2020)

• Interact with the stakeholders to process Home Loan for the customers

• Accept incoming calls, make calls, reply to email and address Clients

• Worked in Retentions Team to retain clients wherein able to convert 7% monthly

• Weekly reviews with the VP with performance status and get approvals for exceptions.

• Daily updates to be shared with the manager regarding connects, status of Database, maximum stories stuck analysis. ROUTE MOBILE LLC

• Time management

skills

ACHIEVEMENTS

Best Process Leader award for

2014 Capita.

Rewarded as a Star performer

in Tata Consultancy Services.

Rewarded as an exceptional

performer for assisting the

supervisor and team mates in

daily task.

Rewarded as the best team

player

in Tata Consultancy Services.

PERSONAL PROFILE

Date of Birth - 19th May, 1989

Nationality - Indian

Civil Status - Married

Languages Known - English, Hindi,

Marathi

Skype ID - ad3wlr@r.postjobfree.com

Technical Support Engineer (July 2016 – Nov 2018)

• Accept incoming calls, make calls, reply to email and address Clients

• Completing all administrative tasks and updating records. Escalating issues with providers, monitoring traffic, recommending routes, etc

• Managed a high-volume workload within a deadline driven environment and consistently met

performance benchmarks in all areas.

• Participated in team meetings and team activities and Monitor and supervise new or junior staff.

• Managing campaigns, monitoring traffic, sharing daily Updates with the CEO.

• Meeting clients for a Demo, share knowledge of the panel, explain in detail technical task.

TATA Consultancy Services

Process Enabler (June 2015 – July 2016)

• Meeting daily and monthly KPI’s

• Call customers to explain benefits of using NEST website to complete the pension duties.

• Accept calls, reply to emails and chat with the clients to resolve queries.

• Handle complaints and resolve issues within the

timeline.

• Prepare documents, briefing papers, reports and Presentations CAPITA India Pvt Ltd

Process Leader (Aug 2013 – May 2015)

• Manage a team of 15 advisors

• Prepare rosters, manage breaks, change skillset according to the volumes.

• Prepare weekly reports and forward to the Manager.

• Motivating, building teams and ensuring service delivery with quality, meeting SLA’s

• Data analysis, audit, feedbacks, training, coaching, briefings and performance management.

• Weekly, monthly reviews with the clients and with management.

• Oversee day-to-day operation

• Discover training needs and provide coaching

• Recognize high performers and reward accomplishments FIRST SOURCE SOLUTIONS LTD

Senior Customer Service Advisor - Promoted as a Subject Matter Expert Engineer (May 2010 – Aug 2013)

• Assist customers with basic and hardcore technical queries. Arrange to repair handsets.

• To identify, plan and execute implementation of new business streams.

• Explain the benefits of upgrading contracts and retain customers who are planning to leave.

• Preparing daily workloads for staff and coordinate the daily allocation of work

• Handling new client enquires and act as the face of the business

Contact this candidate