Customer service, Process and communication (Voice & Accent) training
Resume:
Sumesh Menon
Villa No. **, Al Shallal Gardens, Building no. 42,
Al Waab, Doha, Qatar
********@*****.***
Customer service, Process and communication (Voice & Accent) training, HR back office, Sales & Marketing professional.
SUMMARY
A dynamic and resourceful customer centric professional with close to a 9 years’ experience in reputed Multi-National Companies in handling Inbound Customer Service processes, Outbound Sales, trouble shooting, HR documentation, Process Training, Voice and accent training for UK and US processes. A proven capacity to interface effectively. An educational background and industrial training experience in Hotel Management.
KEY SKILLS
Customer Service
Sales And Marketing
Communication
Training – Process / Voice & Accent
Team Handling
Client Relationship
Problem Solving
Proficient In MS Office (Word, Excel, Outlook, Quick books, Power point
Have Undergone Process Centric Training In SAP, Seibel, MS Dos Screens And Mainframes.
EDUCATION
Bachelor's in Hotel Management, 2000 (BHM)
Acharya Institute of Management & Sciences, Bangalore - Karnataka, India
Industrial Training in Hotel Management (Part of the 3 years Graduation in Hotel Management)
J W MARRIOTT, DUBAI
WINDSOR MANOR SHERATON & TOWERS, BANGALORE
THE OBEROI, BANGALORE THE PARK, CALCUTTA
RAMANASHREE COMFORTS, BANGALORE
XII, 1995
C.B.S.E., Burnpur Riverside School, Burnpur West Bengal, India
X, 1993
I.C.S.E, Delhi Board, St. Vincent’s High & Technical School, Asansol, West Bengal
Personal Details
Gender : Male
DOB : 11-01-1977
Marital Status : Single
Nationality : Indian
Passport : J7403541
Languages Known
English
Hindi
Bengali
Malayalam
Tamil
EXPERIENCE
Company Name: Barclays Shared Services (Barclays Bank), Chennai Job Title: Team Support Specialist Duration: 6th Jan,2014 to 4th March 2016 Tenure: 26 months.
Responsible for processing new hires / transfers / exits / technical transfers / no shows / contingent to permanent and amendments on SAP.
Ensuring that the team meets the SLA
Work allocation and audits for the team and running reports on Seibel for controls and checks.
Conducting process training for new team members.
Handling the team mailbox.
Company Name: BANK OF AMERICA Job Title: Team Developer Duration: 17th March,2008 to 2nd Aug,2010.Tenure: 2 years 4 months
Entrusted with the responsibility of Conducting Process Training for new joiners and ensure that they are certified to handle calls on behalf of Bank of America.
Assisted the team lead in handling day to day team reports. Mentored the team to ensure that the quality and productivity targets were met.
Company Name: AMERICAN EXPRESS (I) PVT. LTD. (GIO), Gurgaon Job Title: Senior Customer Care Executive Duration: Jan,2003 to Sept,2004, Tenure: 21 months
Shouldered the responsibility of coaching, mentoring and giving Feedback in terms of Process Knowledge and ensure that they are certified by American Express (Ft. Lauderdale, Florida). Handled the profile of an SME.
Accountable for handling inbound calls for American Express Cards for card members in the United States.
Underwent process training, completed on the job training and was certified by American Express to take calls within 3 weeks of being in product training.
Exposed and trained in the finer aspects of customer service and satisfaction.
Certified for 100% customer satisfaction and product knowledge for successive months in May, June and July Express.
Company Name: Convergys India Services Private Limited Job Title: Customer Care Officer Level III • Tenure: 9 months Duration: June 2005 to April, 2006
Handled outbound sales calls for Citibank credit cards
Company Name: IBM DAKSH BUSINESS PROCESS SERVICES PRIVATE LIMITED, Job Title: Lead Voice and Accent Trainer • GURGAON Duration: April,2006 to August,2006Tenure: 5 months
Underwent and successfully completed TTT (Train the Trainer program Level 1).
Conducted V & A Training for new batches joining the organization for both U.K. & U.S. Process and ensured that they were certified in V & A prior to joining their respective processes.
Company Name: Exl Service.com India Private Limited, NOIDA Job Title: Senior Customer Care Executive • Duration: Dec,2001 to Jan,2003.Tenure: 13 months
Managed entire gamut of activities pertaining to Bankers Life & Casualty- a US based Insurance Process (United States of America) and maintained the Team Productivity Report
Involved as a part of the Pilot batch of 8 members who were sent to Chicago for "Process Training & Certification".
Job Title: Customer Care Executive III • Company Name: First Ring India Private Limited, Bangalore Duration: March,2001 to Nov,2001 Tenure: 9 months
Responsible for Handling Inbound Customer Care calls for America Express, Credit Card holders in the U.S.
REFERENCE
[AVAILABLE UPON REQUEST.]
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