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Manager Customer Service

Location:
Hisar, Haryana, India
Salary:
80000
Posted:
September 10, 2019

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Resume:

Amit Kumar

Mobile: 787-***-**** E-Mail: adaa5l@r.postjobfree.com

Leveraging natural leadership and uncompromising commitment to top-quality performance in project completion and customer service delivery to maximize resources, streamline productivity and increase revenue

~ Strategic Planning & Implementation ~ Consistent Revenue Growth ~ Valued Mentor & Leader ~ Customer Services Management ~

Professional Profile

Strategic Business Development — Identifying practical opportunities and implementing strategic plans to secure strong and sustainable streams of revenue. Offering over 10 years of experience across Project Management, ATMs,Transit and Toll. Currently associated with AGS Transact Technology ltd. as Manager (Operations).

Areas of expertise include:

Strategic Planning Key Account Management

Collections Customer Relationship

Training and Development Grievance Handling

Staff Training & Motivation Project Management

Installation and commissioning

Organizational Experience

AGS TRANSACT TECHNOLOGY LTD. Dec 2018 - Till Now

Operations Manager – Amritsar BRTS

Installation & Testing of Telecommunication & AFC

which includes Correspondence tests, Installation Completion Checks,

System Functional Test and Interfacing Tests between different systems and sub systems.

Vendor and client Management

Daily Reports

Billing and payment

Team Management

Problem Solving & Analysis of each failure on site.

Coordinating with offshore teams for critical failures in software.

Spares management.

Troubleshooting of all issues related to central AFC Severs i.e Central Database server, Replication Server, Archiving Server, Middleware Server and Sever cluster..

Work on network and system administration issues.

Independently analyze, solve, and correct issues in real time, providing resolution end-to-end.

Assist developers with complex queries tuning and schema refinement.

Monitoring the AFC Ticket transactions coming from Gates and Toms.

AFC EOD Managements – New EOD version coming from CCHS update in all equipments like Gate, Tom and central system.

Daily AFC report Analyze and develop the new custom report based on SQL Queries.

Co-ordinate with Venders and end user to resolve issues and new equipment installation.

Co-ordinate with Revenue and Finance Team regarding AFC reports, Revenue mismatch and other miscellaneous tasks like weekly reports and datasheet .

Fill the Daily, Weekly, monthly checklist for system backup, data replications, Gate and Toms file creation checklist.

To assist Supervisor S&T, AFC for making the maintenance procedures of the system.

Hands on experience of Telecom Equipments Installation Network Switches & Router (Extreme,Cisco), & AFC Equipments Installation like Gates, TOM & Station Computer (Windows Server).

Reports preparation regarding Installation progress, failure report & analysis.

Analyzing server logs, identifying and troubleshooting the issues.

Symantec Endpoint Protection Installation and Configuration.

AGS TRANSACT TECHNOLOGY LTD. Dec 2016 - Dec 2018

Asst Manager ( ETC FASTAG )

Daily / Weekly / Monthly MIS for transactions, asset inventory

Coordination with Bank personnel for smooth operations at Toll Plaza

Daily sales reconciliation, settlement of account in the application.

Monthly invoicing, follow ups

Management – application forms, TAGs, TAG readers

Operational issue resolution at Toll Plazas

Led a team of 210 members directly & indirectly and managed the Pan India Team with daily collection.

AGS TRANSACT TECHNOLOGY LTD. November 2014 — November 2016

SR. Executive

Handling a monitoring Team -North Zone ( Delhi -Chandigarh - Jaipur - Udaipur - Karnal - Ludhiana - Jalandhar-Dehradun)

Calls Monitoring, Checking Updates in Monitoring Software, Raising Calls on time, Correct Call Conversion and check follow ups done by Region.

·Monthly Uptime should be for their Zone and Region wise should be >96%

·Daily >24 Hours report for Zone and Region wise should be >95%.

·Data and reports asked from Regions should be send on time. Call the Branch officials for resolving the issues of Cash Out, Cash Jams, Power/ UPS, earthing and link issues and escalate to CMC /RO officials in case of requirement.

Ensure FLM should report to the ATM site within prescribed time and take the feedback from FLM.

Weekly report on housekeeping services and any deficiency reported by housekeeper to CMC and RO officials.

Ensure Cash reconciliation reports are submitted weekly to Branches and monthly to Regional offices. He /she should ensure that there should not be any difference with System Cash at ATMs and actual Cash at ATMs.

Submit and claim monthly invoices for Managed Services and Cash Replenishment supported with required reports.

Follow up regarding JP/RP Issues with local FLM vendors

Liaison with CRA and CMC for cash out sourced ATMs. Ensure No cash out sourced ATM is out of Cash.

Follow up and Escalation of SLM calls with ATM service vendors.

Acting as Local help desk, providing remote support.

. Handling Monitum tool for ATM Monitoring .

Diebold System Pvt Ltd . November 2011 — November 2014

Project Executive

Call the Branch officials for resolving the issues of Cash Out, Cash Jams, Power/ UPS, earthing and link issues and escalate to CMC /RO officials in case of requirement.

Ensure FLM should report to the ATM site within prescribed time and take the feedback from FLM.

Weekly report on housekeeping services and any deficiency reported by housekeeper to CMC and RO officials.

Ensure Cash reconciliation reports are submitted weekly to Branches and monthly to Regional offices. He /she should ensure that there should not be any difference with System Cash at ATMs and actual Cash at ATMs.

Submit and claim monthly invoices for Managed Services and Cash Replenishment supported with required reports.

Follow up regarding JP/RP Issues with local FLM vendors

Liaison with CRA and CMC for cash out sourced ATMs. Ensure No cash out sourced ATM is out of Cash.

Follow up and Escalation of SLM calls with ATM service vendors.

Acting as Local help desk, providing remote support.

. Handling EMS online tool for ATM Monitoring .

Union Bank Of India 2009 — November-2011

Support Executive - Regional Computer Department

Data Feeding,correction and reconciliation of data at Every Bank Closings.

.Handling Risk Management software .( Data Acquisition Application )

Remote Support troubleshooting.

Antivirus ( Trand- Micro and Symantec )

Domain, Outlook Express, GUP Server

ATM Reconciliation ( Disputed Txns )

Handling Corporate blackberry enterprise Email and IOS .

Daily troubleshooting of General Banking .

Canara Bank

2008 — 2009

CBS ( Core Banking Services ) Migration

Migrate all Manual Data in Computer .

Education

MBA in Business and Marketing management from Institute of Integrated Management Delhi -2015

BCA/MCA integrated-Computer Application from GJU HARYANA in 2010

12TH from CBSE, DELHI in 2005

10th from HBSE FARIDABAD in 2003

Personal Details

Father Name :- Balwant Singh

Date of Birth :- 19-12-1988

Address :- H.No 642 A Jagdish Colony, Gali No 11 – Hansi -HISAR– 125033

Nationality :- Indian – Hindu

Language Known :- Hindi – English – Punjabi

References available on request



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