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Customer Care Service

Location:
Coimbatore, Tamil Nadu, India
Posted:
December 19, 2019

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Resume:

R. Yamuna Rani

Email: ada3y9@r.postjobfree.com

**A,Velayutham Servai Layout,

Sakthi Nagar, Pothanur

Coimbatore-641023.

Mob : +91-894*******.

Objective:

●To obtain a challenging job in the Service sector, and to utilize my skills for the

Development of self &organization. Do extremely well in fast paced environments

as well as motivating and supervising staff to maximize productivity and hence

Company’s profitability. Committed to excellence, works well as a part

of team as well as independent.

PROFESSIONAL EXPERIENCE

Vaccine House

(Wholesale Distributor of vaccines & Hormones)

Designation- Specialist MIS Reporting & Accountant)

From Dec’14 to till date

From Dec ’14 (Designation- Specialist MIS Reporting & Accountant)- Complete Backend operations

Overall MIS Related:

Working on PPT with Audit team on monthly Presentations and other analysis reports.

Working in Tally ERP 9, Expert in Journal entries, accounting voucher reports, Bank reconciliation, Contra, payments, expense entries, balance sheet, Ledger account creation, Ledger book Maintenance, Petty Cash account maintenance.

Audit analysis report to all Branch managers on a regular basis

Daily Enquiry mails consolidation & promoting products.

Weekly Report- sundry creditors and debtors.

Collaborated with MIS team members in the development and organization of information systems

Ascertained process bottlenecks and built new solutions accordingly

Designed standards and guidelines for enhancement of ongoing projects and goals

Prepared managed and distributed documentation of security procedures and suggestions for upgrades and improvements

Collaborated with department heads developing personnel training templates

Vodafone Essar Cellular Limited, (Out sourced)

Specialist in Customer Service Department Coimbatore

(From Sep 12 to Nov 14)

From Sep’13 moved as a Hexaware technologies as MIS person especially on overall VRM Outbound Process for Kerala. Preparing all MIS and PPT related to Vodafone process at Coimbatore center.

From Jun’14 Additionally Handling MIS of Mail Room Management process for CHN & ROTN circle.

Overall MIS Related:

Volume and KPI details for Coimbatore centre daily and Monthly basis.

Training the team on new products and tagging on customer disputes

Base allocation to the team with segmented campaign wise as per the client requirement.

Daily Service requests closure within TAT.

Productivity, Request, complaints, Enquiry, upsell & Sales leads report preparation for Kerala VRM process.

Analyzing the churn report for increasing Retention %.

Work experience in Request management team as Auditing person on overall Postpaid request for Chennai.

MIS related pertaining to Request management:

Executing Revenue based reports on Cost savings on a regular basis.

Audit analysis report to all Branch CSG managers on a regular basis.

Monthly trending reports on various Audit parameters.

Monthly TAT report on queries solving.

Supporting Audit team on monthly Presentations and other analysis reports.

Process related :

Responsible for Customer Pre & Post Bill audit.

Responsible for error control within 1% across TN & Chennai.

Analyzing & Identify process gaps & reforming the same accordingly to reduce the errors.

CRM related audit on tagging process.

Responsible for Customer billing issue handling.

Vodafone Essar Cellular Limited, (Out sourced)

BackOffice-Senior Executive in Marketing VAS Department Coimbatore

(From March 07- Jun 11)

BACK-OFFICE RELATED:

Worked as a Marketing VAS Coordinator on Marketing Team.

Base allocation to the vendors for scheduling VAS products promotions for CHN & TN circles.

Uploading customer database through Bulk SMS gateway

Product –wise revenue preparation for the RoTN & CHN circles

Co-ordination with IT team for VAS promotions for the selected customer base (deciding criteria based on the customer usage pattern) leading to revenue generation

Complaints Management with 100% customer satisfaction.

Handling enquiry calls/mails from Vodafone store executives & Customer care

Regular follow-up with telecalling team for conversions & Retentions

Preparing all MIS pertaining VAS.

PRODUCT MONTIORING :

Monitoring threshold limit assigned to the products

Test all the VAS related products and coordinating with vendor end & switch team for any issues

Follow up with RA team and Charging confirmation before product launch

Data maintenance for ready references.

Preparing all MIS pertaining to UAT.

HONORS AND AWARDS

●Got the Raising star award for streamlining the Error value in postpaid billing.

EDUCATIONAL QUALIFICATION

Bharathiyar University

BSC – MATHEMATICS

C B M COLLEGE OF ARTS AND SCIENCE (2003 - 2006).

Bharathiyar University

MBA – HUMAN RESOURCE MANAGEMENT

BHARATHIYAR UNIVERSITY (2009-2010)

INTERESTS

●Web searching, Musical abilities

TECHNICAL QUALIFICATION:

●Windows OS and MS – Office, Special Expertise in Excel & Access

LANGUAGES KNOWN:

To Read and Write : English, Tamil

To speak : English, Tamil and Telugu

STRENGHTS:

●Dedicated Team player with Interpersonal skills.

●Key learner with good commitment to given responsibilities.

●Process oriented & positive person.

●Ability to adapt to changing work cultures and environments with ease.

●Can take initiative and can work independently or as part of team.

●Well organized and easily meets objectives.

●Good human relationships as well as good managing skills.

●Ability to move along with different people.

●Self-motivated and willing to learn.

●Extremely open to new ideas and suggestions.

●Good Communication skill and posses positive attitude.

●Willingness to work for extended hours.

PERSONAL PROFILE

●Age - 33

●Sex - Female

●Nationality - Indian

●Marital status - Married

●Date of birth - 12-Dec-1985

DECLARATION:

I hereby declare that the details furnished above are true to the best of my knowledge.

Date:

Place: Coimbatore (R. Yamuna Rani)



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