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Customer Care Manager

Location:
Chandigarh, Chandigarh capital region, India
Posted:
January 02, 2020

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Resume:

Kiran Jyot

House No ****, Sector **/ D Chandigarh

Mobile: 91-798*******,987-***-****

E-mail:ada6za@r.postjobfree.com

CAREER OBJECTIVE

Looking For a Challenging Assignments in the Organisation that will provide an Avenue to Significantly contribute to Organisation’s efficiency,Growth & Profitability.

Professional Synopsis

16 years of experience in Customer Care, Retention, Business analysis & Corporate Relations.

Excellent skills in communication, presentation with demonstrated abilities in motivating teams towards achieving organizational goals.

Demonstrated excellence in setting new segments, completing project within the specified deadline ensuring maximum customer satisfaction.

Summary of Experience

June 19 to till Now

Organization : Fotografik enterprises ltd

Designation : Group Manager

Duration : On going

Key Responsibilities

Managing all Client Timelines

Managing the requirement of Client

Managing and monitoring of productivity of each Team Member

Feedback Sessions with entire Team

Presentations on Profitability & Performance of team

Jan 17 to June 19

Organization : Tech Mahindra

Designation : Team lead

Duration : 2.5 years

Key Responsibilities

Managing Attrition & shrinkage

Managing the SLA

Managing and monitoring of productivity of each associate

Feedback Sessions with Quality & Associates

Nov 13 to Dec 16

Organization : Working with RELIANCE COMMUNICATIONS LTD

Designation : Business Analyst

Duration : Mar’ 15 till date

Key Responsibilities

To Cordinate all VC’s and meetings for CH

To be part of all inter departmental meetings & interlocks

.To maintain all network related issues & follow up for resolution

To follow up with Commercial on all rent related issues

To keep track of entire Network,Commercial & customers issues

To handle all escalations of CH

To keep entire track of primary Collection, follow ups and Flashes to be shared with all team members

All Concalls agenda,MOM to be shared & follow up

Preparing IJP’s for all EC members also to maintain there travel report to control the expenses of Travel

Nov 13– Mar 2015:-

Organization : Working with RELIANCE COMMUNICATIONS LTD

Designation : Service Mkt Experience (retail)

Duration : NOV 13 TILL Mar 15

Key Responsibilities

To handle all team issues related to RMS & RW

To handle operational issues of RMS

Audit of RMS on Quality parameters

JUNE2008– Sep 2012:-

Organization : Working with Bharti Airtel Ltd

Designation : Senior Executive

Duration : June 2008 till date Sep 12

Key Responsibilities:

Corporate Backend Operations:

All Bulk Provisioning for Major corporates of Upper North

Bulk waiver calculations & posting in account assuring no revenue leakages.

MIS Management & broadcasting of all provisioning .

All Bulk VAS Provisioning through Utilities.

Auditing of provisioning e for Corporate to ensure customer satisfaction.

Resolution of provisioning complaints for Corporate

Audit of IT Reports & MIS management .

All major complaints through fax,Whitemail to be resolved in SLA

Backend Cordination for Outsource Agencies

Handling Escalations of Corporate coordinators.

Initiating Delight Activities for Corporate customers such as service &,Delight Camps

Ensuring Team compliance with set targets.

Relationship management with National Accounts

CPC,COPC & SLA also to be tracked on weekly basis

JUNE 2006– JUNE 2008:-

Organization : Bharti Airtel Ltd

Designation : Corporate Relation Executive(CRE)

Duration : June 2006 – June 2008

Key Responsibilities :

Use to Visit All Corporate Customer in Month

Plan a Activity Calender For Corporate Visits

Use to Give End to End Resolution to Corporate Customers

Worked As SPOC for All Corporates in Chandigarh & Patiala Zone

JUNE 2004– JUNE 2006: -

Organization : Bharti Airtel Ltd

Designation : Retention Executive

Duration : June 2004 – June 2006

Key Responsibilities :

Use to receive Calls from Airtel post paid customers regarding Churn

Satisfy the customers and solve their Queries and complaints

Retaining Maximum number of Customers through First Level Enablers

Maintaining talktime & Proper SLA

Calls Analysis, feedbacks and suggestions to the management for improvement.

Given training to new joiners in Organization.

Generation of Monthly agents Quiz and Call quality Reports

MAY 2003– MAY 2004: -

Organization : Bharti Airtel Ltd (OUTSOURCE)

Designation : Customer Care Executive

Duration :May 2003– May 2004

Key Responsibilities :

Use to receive Calls from Airtel post paid customers

Satisfy the customers and solve their Queries and complaints

Maintaining talktime & Proper SLA

Calls Analysis, feedbacks and suggestions to the management for improvement.

Given training to new joiners in Organization.

Generation of Call quality Reports

Core Competencies

Agency Management

Monitoring the performance of Agency with key emphasis on achieving revenue and collection targets

Team Management

Developing, managing and monitoring the performance of multi-skilled work force and conceptualizing need-based training programs for performing maintenance operations.

Evaluating the effectiveness of training programmers by constantly developing & implementing pre and post assessment tools.

EDUCATIONAL QUALIFICATIONS

Done Master’s Diplome in International trade from Symbiosis Institute of Management studies

Done Masters in Finance & Control From PU

Done BA with Hons in Psychology from MCM DAV College,Chandigarh

Done Certificate Course in Entrepreneurship

Done Diploma in Computer Applications from NIIT

HOBBIES AND STRENGTHS

Listening to music.

Ready to learn and grab new things.

Always positive.

Disciplined in all senses.

PERSONAL SKILLS:

Effective communications and social skills.

Passion for excellence and discipline.

Dedicated towards sincere and hard work.

Take responsibilities as challenges and give the best of my capabilities in meeting

them.

Ability to learn quickly and adapt easily to all working environment

Professional Achievements:

Done Yellow Belt in Reactivation Process for Corporate Customers

Appreciation Letters Received from Corporate Customer

Certificate for I Smile customer Smile

Got Excellence Award for Migration to GSM (INP Project)

Got Award for Volunteer To HR

PERSONAL DETAILS

Father’s Name : S Gurdip Singh Puri

Date of Birth : 03rd Feb 1979

Nationality : Indian

Language Known : English, Hindi, Punjabi.

Date:-

(KIRAN JYOT)

Place :-

.



Contact this candidate