Engineer Customer

SUSHIL SHARMA

Mobile: 961-***-****

E-Mail: ***********@*****.***

OBJECTIVE

Looking forward to an organization which offers a challenging career and simultaneously offering a learning environment at work and which provides scope for organizational growth along with individual development.

CAREER CONTOUR

Customer Support Representative

Hathway Cable Datacom

May 2008 to Nov 2011

Accountabilities

Need to handle customers enquiry on calls

Troubleshoot the issues related to Internet

Co-ordinate with billing department for payment issue

Escalate the call to site engineer

To call customer and check the status of the complaint

Lead Associate Ops

WNS Global Services: Jan’2012 – Nov 2019

Accountabilities:

Handling and monitoring a team of 15-20 members.

Evaluating and providing constructive feedbacks for observations on coaching sessions and ensure

corrective behaviors are driven.

My functions involved staff Motivation, and counseling for performance and capability building in

conformance with goals.

Attending the meeting, reviews and calibrations to get an overall update at site level.

Interaction with the client on conference calls to validate process related concerns.

Maintain continuous focus on process metrics

Conducting huddles and all type refreshers for the team to highlight areas of improvement

Identifying training needs for outliers and helping them achieve the targets by providing proper

feedback and counseling.

Ensuring job rotation and team bonding as well as timely promotions on basis of merit to control

attrition.

Working with HR and senior management to close EWS activities thereby reducing attrition.

Client Management:

Participate in weekly / Monthly/Quarterly performance reviews.

Understanding client objectives and driving performance.

Identify process gaps and suggest corrective & preventive action.

Continuous Improvement:

Identify and highlight process gaps which lead to poor satisfaction scores.

Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems.

Accomplishing the set quality standards in SLAs.

CORE COMPETENCIES

Process Management:

Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set guidelines.

Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.

Customer Relationship Management:

Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.

Taking ownership of issues and ensuring closure in stipulated time.

Conducting root-cause analysis and taking preventive measures for repeated escalations.

Achievements:

Reduced repeats from 23% to 15% in 4 months through Green Belt project leading to savings to the client and the organization.

Reduced the transportation cost in 2 months by applying lean methodology.

Reduced impact on Site performance during maintenance through creative ideas.

Growth of span members at various levels (Consultant-SME, Consultant-QA) in the Organization.

SCHOLASTICS

B.A 2010

HSC 2004

SSC 2002

PERSONAL DOSSIER

Date of Birth : 04 May 1985

Marital Status : Married

Languages Known : English, Hindi and Marathi

Hobbies : Travelling to new places, Listening to Music( Hindi)

Present Address : Pallava Lakeshore Green casa uno n 1201

Badlapur Taloja Road Dombivli East 421201

Signature:

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