Non Voice Process

KAVITHASARGUNAN

EmailID:**************@*****.***

Mobile:+919*********

CAREEROBJECTIVE

Toworkinanenvironmentthatprovidesachancetodevelopmyskillstoreachhighergoalsinmy carrierandalsowhichprovidesmeabetterplatformtolearn,adaptandusemyskillswithan organization.

PROFESSIONALEXPERIENCE

HCLTechnologies,May2014toJuly2015

Designation:BusinessTrainee

Description:

ProcessinNon– Voiceandhandlede– mailsasanENewsletterdeveloperinMediaPublishing Entertainment

Achievements:

AwardedasaStarPerformerforthequarterJFM'15onExcelenciaPremio2015byHCL Technologies

FirstsourceTechnologies,July2015toFeb2017

Designation:SeniorCustomerServicerepresentative

Description:

ProcessinNon– Voiceandhandlede– mailsunderAirtelBackendsupport Achievements:

AwardedasaStarofthequarter– September2016byFirstsourceTechnologies Teleperformance,Dec2020toAug2021

Designation:SeniorCustomerServicerepresentative

Description:

ProcessinNon– Voiceandhandledchatsande– mailsunderVodafoneBackendsupport Achievements:

AwardedasaStarofthequarter

HEXAWARETECHNOLOGIESLTD,Dec2021toPresent

Designation:Specialist

Project:Tele2Backendsupport

Achievements:

AwardedasaStarperformeroftheyearaward

RecentlygotpromotedtoaSpecialistpositionfromSeniorExecutiveposition Description:

Handlingcustomerqueries,requests,concernsfrombackendsupport

Validatethecustomerinformationreceivedfromfrontlinerandemailsandprocessaccordingly

Handlingchangesofhardwarebasedoncustomerneedsandchangepartpaymenttofullpayment ifcustomerrequests

ActivationofautoPaymentandaccountdetailchangescanbedoneasperthedocument validation

HandlingwithCreditandDebitInvoicesofCustomersforbillingprocessbasedoneligibilityandto retaincustomers

Mergingandunmergingofcustomeraccounts,changingofpriceplans,providingdiscounts

HandlingSIMcardchanges,activationofnewSIMcard,blockingofSIMcard

Workedcloselywithmanagementtoanalyzeeffectivenessofcustomerserviceandmake recommendationforchangesonprocesstoresolvequeriesASAPandalsowithinTAT Ordermanagementrelated

• Ourprimaryresponsibilitytofocusingdeliveryfromsalestocustomer.

• Salestocodteampreparethedatatoordermanagementteam.

• Ordermanagementteamwillcheckfeasibilitytothecustomerlocation

• Ordermanagementdoingadministrationandtechnicalentryinbackend.

• Billingsystemalsohandling.

Tools:

Siebel,KANA,SalesSupport,toolbox

Salestool,CBS,Jitbit,ServiceNow,ALO

TECHNICALSKILLS

AdeptwithMicrosoftOffice(Word,Excel,PowerPoint)

Typewritinghigher

ProgrammingLanguage:CoreJava,HTML,MySQL(Basic)

RESPONSIBILITIES&SKILLHIGHLIGHTS

Adheringtoontimedeliveryofthedeliverableswithagoodquality.

Ensuringtimelyandprofessionalresponsestoallrequestsandqueriesreceived.

Proactiveandcapableoftakingresponsibilitiesatalllevels.

Enthusiasticinlearningaswellasadaptingtonewtechnologies. CO-CURICULARACTIVITIES

ParticipatedindifferentsymposiumsconductedinthedomainofComputerIndustry. ACADEMIC

PROFILE

QUALIFICATION

INSTITUTION BOARD/UNIVERSIT

Y

AVERAGE YEAROFPASSING

B.EComputer

Science

SRIRAMANUJAR

ENGINEERING

COLLEGE

AnnaUniversity

Chennai

71% 2009– 2013

HSC CHRISTKING

GIRLSHIGHER

SECONDARY

SCHOOL

StateBoard 76% 2008-2009

SSLC CHRISTKING

GIRLSHIGHER

SECONDARY

SCHOOL

StateBoard 83% 2006-2007

PERSONALDETAILS

PermanentAddress:5,KannagiStreet,Rajakilpakkam,Chennai-600073

DateofBirth:18.01.1992

Nationality:Indian

Gender:Female

MaritalStatus:Married

LanguagesKnown:English,Tamil

DECLARATION

Iherebydeclarethattheinformationfurnishedaboveistruetothebestofmyknowledgeandbelief. PLACE:CHENNAI

DATE:

(KAVITHA

SARGUNAN)

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