Manager Customer Service

Residential No : ***

*nd Floor, MIG Independent,

Phase 9 Mohali (PB)

Contact # +91-987**-*****

*******.*****@*****.***

Gulshan Sen

Objective:

To use my skills and abilities to excel the organization with which I am associated and give my best shot to uplift the organization with my hard work and innovations.

Skills and Abilities

Good communications skills in dealing with customers, co-workers, employees & Senior Level Managers.

Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organizes, and supervises the work of others.

Knowledgeable and experienced: Possess a strong combination of training, recruitment, educational marketing and Administration handling.

Technical Skills:

Basic Knowledge of Computers.

Good knowledge of PowerPoint and Excel.

Professional Work Experience: 12 years in various industries.

Total of 5 Years experience in Telecom industries and 2.5 year of Recruitment and Campus Placements and 5 Years experience in Administration Management, Counselling & Liasoning and Promotions.

1.Working as Manager – Administration (major) & Marketing with Mohan Institute of Mathematics (MIM) from April’2014 till date

2.Worked as Assistant Manager – HR with Orane International Private Limited from October’2013 to April’2014

3.2 years of experience as a Recruiter with Strategy Career Private Limited.

4.2 Years and 11 months of experience as Lead Process Trainer with IBM Daksh for AIRTEL HPHP n Delhi Prepaid and Postpaid Process (Inbound).

5.10 months of experience as a Trainer with Competent Synergies Pvt. Ltd. in Airtel Punjab Prepaid Retention Process (Outbound).

6.18 months of experience as Specialist Customer Support with IBM Daksh in Airtel Punjab Prepaid Inbound Process.

April’14 till date: Manager Administration & Marketing : Mohan Institute of Mathematics (MIM) (www.onlinemim.com):

Responsible for purchase of various teaching equipments and their installation at lower rates available in market.

Liasoning with Teachers and Principals for the benefit of institute.

Setting up of New Branch infrastructures purchasing materials at lower rates and see end to end setup in coordination with owner of institute.

Managing Classes and batches and counselling in absence of responsible concerned person.

Responsible for organising various activities and trips for students and teachers as per requirement at lower rates.

Responsible for promotions of Courses available in institute.

Responsible for organising Seminars in various School and Colleges for institute and coordinating further.

Oct’2013 to April 2014: Assistant Manager HR: Orane International Private Limited (www.orane.co):

Responsible for lining up and meeting Recruitment Targets in given time frame

Responsible for finding Talent from Franchise Academies of Orane.

Keeping record of Leaves and attendance of the month to close payroll.

Interviewing and shortlisting candidates through Face to Face interaction.

Introduction of New Employee joining company with all departments.

Providing Manpower to all the 16 operating franchise in Punjab and maintaining good relations with them.

Employee Retention

June, 2011 to October 2013: Recruiter: Strategy Career Private Limited: Job Placement Firm

Responsible for lining up of Experienced candidates for Interview (IT/ BPO/ Banking)

Responsible for taking screening round through telephone before sending for F2F round in company.

Responsible for arranging Campuses in professional institutes on PAN India Level.

Responsible for searching and exploring Job Portals like Monster, Naukri, Times jobs, Linked in, Careesma, Indeed.com etc.

Responsible to do tie ups with various Companies available for Campus Placements.

Travelling to organise Campus Drive events in various institutes PAN India.

Responsible for data maintenance and Review preparations.

Responsible for total Training Content Development of the organization.

Recruitment Portfolio:

Worked for IT vacancies (PHP/ Dot Net/ iOS/ Android/ SEO/ Linux/System Admin etc) for various IT companies based in Chandigarh, Delhi, Noida, Mohali.

Worked for BPO vacancies in Team Lead, Sales, Tech Sales, Tech Support for International Inbound processes.

Worked to close Sales vacancies (Loan Dept) of ICICI Bank on the rolls of iProcess (I) Pvt Ltd for North region.

Campus Drive Portfolio:

Arranged 4 Campus Drives of various companies in IET Bhaddal (PB).

Arranged 3 Campus Drives of 3 companies in Pacific University, Udaipur (RJ).

Arranged 2 Campus Drives of 4 companies in Aamrapali Group of Institutions, Dehradun (Uttaranchal).

More than 10 drives in PAN India at different locations including Ashoka Institute-Varanasi, Aryan Institute Ghaziabad, Krishna Institute- Kanpur, Neelkanth Institute- Meerut, Exel Group of Institutions- Mathura etc.

June, 2008 to May, 2011: Process Trainer: Airtel Prepaid and Postpaid :

Responsible for Training Team’s Data maintenance of Refreshers, JKQ and other activities for HPHP, JK and Delhi Prepaid and Postpaid LOB’s.

Responsible for preparing Power Point Presentations (PPT’s) and educational mailers in HPHP, JK and Delhi Prepaid and post-paid LOB’s.

Responsible to prepare the Training content on PPT’s.

Have successfully certified in Train the Trainer (TTT) programme twice.

Have taken more than 15 successful batches for Prepaid and Postpaid with overall 98% pass & 95% Throughput %age.

Responsible for the achievement of the goals as defined in the Operational plans.

Successfully completes the Personal Business Commitments (PBC) every year with good ratings.

Able to motivate/lead groups to accomplish overall goals.

Expedite customer service experience and improvement of the skills in agents.

Regular check on Quality performance of NHT batches.

Audits the type of the calls during a particular day or period.

Telephonic and Business Etiquettes session of NHIP Batches.

May, 2007 to March, 2008: Process Trainer in Airtel Punjab Prepaid Retention.

Updating 60 members, highly motivated and energetic team of associates regarding New Schemes and have taken 3 successful Batches with 100% result.

Providing guidance and direction to maximize Campaign effectiveness, productivity and resolution.

Responsible for the successful achievement of the goals as defined in the Operational plans.

Providing status reporting to the Supervisor Training.

Able to motivate/lead groups to accomplish overall goals.

Developing leadership, management and leadership skills.

Expedite customer service experience and improvement of the skills in agents.

Achieved highest JKQ scores for Punjab Prepaid Campaign.

Regular check on Quality performance of teams

Reporting to Senior Trainer (Client).

Audits the type of the calls during a particular day or period

Handholding of New Batch Agents on Floor.

October, 2005 to April, 2007: SCS in Punjab Prepaid Inbound Process.

Handling Customer’s Queries and Complaints.

To give customers online resolution and raise complaints if any.

Highest Productivity in the entire campaign along with good Call Quality.

On the basis of good productivity, Soft Skills and Call Quality Audits handled the floor.

Have done Basic Quality Training- Phase 1 while in IBM.

Manage and handled the breaks of my team and Barge the Calls of New Agents in the team.

Used to Monitor ICE Calling for Team Agents.

Brief the team in absence of TL regarding New Schemes.

Achievements:

Received increments and a good rating (Appraisal).

Achieved best JKQ’s and ICE / CQ.

Received 100% scores in Call Quality.

Have always performed well in Communication and received appraisal Calls from Customers.

Received Best Induction Batch Result in September, 2007.

Received Best overall Performance as a Trainer in October, 2007.

Certified twice in Train the Trainer (TTT) program by Bharti Resource Learning.

Certified on Product on Train the Trainer Program conducted by Bharti Airtel.

Promoted as Lead Trainer in Oct’11.

Acting as Prime Trainer for Postpaid LOB’s.

Educational Qualification:

Bachelor in Science (B.Sc.) from Himachal Pradesh University in year 2004.

Bachelor of Education (B.Ed.) from Himachal Pradesh University in year 2005.

Areas of Interest:

Interacting with people.

Listening to music.

Surfing Internet.

Personal Information:

Name Gulshan Sen

Fathers Name Sh. Milap Chand Sen

Contact +91-987**-*****

Gender Male

Nationality Indian

Place:

Date: (Gulshan Sen)

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