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Customer Service Manager

Location:
Bangalore, Karnataka, India
Salary:
6.5 per year
Posted:
May 15, 2020

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Resume:

#**, ********* ***** ******, ********* Near Durga Paremeshwari temple, Hebbal Bangalore

Phone no: 991-***-****

Mail to: adc8pn@r.postjobfree.com

OBJECTIVE:

Looking forward to receive a challenging position in my area of expertise, in a competitive environment and to serve the organization, with extreme dedication

SUMMARY OF SKILLS:

Preparing the audit matrices and doing the audit, finding the gaps and resolve it

Doing CSAT with our clients about our company service, if any issues from client-side address issue to the respective team, the same will be addressal to management as well.

ESAT for internal employees and resolving their Internal issues to improve the work atmosphere quality in better manner.

Conducting ISO Audit for Internal department as per ISO norms, Auditing the Employee Life Cycle Documents, Internal department Meeting Reports, Managers Performance reports, hard copy filing, Renewal registration.

I Have done OHSAS Certificate, Health and Safety for Ven India.

Conducting the Review Meeting with Managers Every week regarding their performance and work-related issues and Submit MoU to Management.

Statutory audit for internal & External Employees i.c.,, Employees PF, F & F,,Insurance, ESI, Mediclaim cards

Payroll accuracy and TAT and Pay slip Audit.

Doing the Policy amendments for Every year as per company requirement

Conducting SLA, SOP, Policy Training for All the departments,

Goal Setting and KRI updation for all the Departments as per Management instruction.

Good knowledge and hands on experience in Advanced Excel and MS office

Immaculate PPT presentation stance

Proven skills in analytical thinking and problem solving.

Ability to pick new concepts quickly and self-motivated to learn.

Languages known are Tamil, English, Kannada, Hindi

Good team handling skill and creating the good rapport with team members

Attending the review and explain to our team performance to client

Auditing the operation reports & developing the reports as per their sop

Doing the accounts audit like Invoice error, commercial, reconciliation, statutory documents

HR Audit like Payroll portal, wage sheet, bank advisory Employee life cycle documents

Total 8.3 Years of WORK EXPERIENCE

Work experience in detail:

Working for Ven consulting India, Bangalore as Assistant Manager Quality & MIS since Apr-18 to till Date

Job Responsibility as Assistant Manager

Preparing the SLA, SOP for all the Departments

Initiating & Preparing the Goal sheet according to their SOP

Developing the reports as per their goal sheet & doing the audit for the same.

Preparing the new company policy and writing the amendment for old policy

Monthly report auditing for all the internal employees

Monthly & Quarterly Documents Auditing for HR & Accounts Department

Conducting the Internal ISO Audit quarterly Departments wise

I have done the OSHAS Certification, ISO certification for Ven India Counting India pvt Ltd

Preparing Master MIS Report for All the Departments And collecting operation report and console the report and sent to the Managements with review updates

Preparing and publishing Month score card for all the Employees

Conducting Monthly & Quarterly SOP training, Skill Development Training, MIS training for Reports updating, Soft Skill & Quality Training for Internal team

Preparing the DRAFT Agreements, Draft Proposal for Clients

Doing the commercial & Agreement audit every month

Live call barging for internal HR departments

Auditing the sourcing quality as per requirement & Skill set, experience, and confidence level.

Collecting the Employee Grievance calls report from HR for both Internal & External, Auditing the grievance management and solving the compliance.

Working for Serco Global Services, Bangalore as Centralized coordinator of MIS from Jan'14 to Mar 2018

Job Responsibilities as MIS:

●Provide individual feedback on the basis of periodic evaluations

●Preparing Monthly & Quarterly Reports and Presenting in PPT

●Preparing daily and weekly reports

●Map the manpower utilization through Log in and Attendance reports

●Weekly review reports

●Maintenance of Live lists and Attrition reports

●Preparing the Billing & raising the invoice to clients

●Maintaining the balance sheet

●Preparing quality reports and resenting into PTT with clients and Managements

Job Responsibilities as Dialer

●Scraping data with prober phone numbers, names and client address weekly once

●Uploading the data service wise on daily basis

●Assigning the agents to service wise and criteria wise

●Monitoring idle % and wrap % in enterprise monitor

●Rechurning the data as per time requirement

●Monitoring the data coverage and data penetration on daily

Worked in Vertex Customer Service Pvt Ltd., Bangalore as MIS from 11 Mar 2011 to 13th Jan 2014

Job Responsibilities as MIS:

●Doing the customer service for Aviva Insurance policy

●Coordinating the Field personal for collection and customer service

●Preparing the collection report and publishing to the client

●Preparing Monthly & Quarterly Reports and Presenting in PPT

●Preparing the final reports for respective projects.

●Preparing the Audit count Report

●Preparing daily and weekly reports

Achievements in Career:

●In Vertex Group of Company, I have awarded as “Best New Bee” in the month of March, In the month of May I have awarded as “Extra Mile Performer” And in September month my Management promoted me as “Field Coordinator”.

●In month of June 2012 promoted as MIS.

●In Month of Jan 2017 got promoted as Team leader

●Got pan India best MIS performer award in Chennai on Jan’16

●Got Best Support Award In Jan 17 in Chennai for IGS

●Presented by Management as MRF for OSHAS Certification & ISO Audit for Ven consulting India pvt ltd in the year 2018-19

Worked as Field Coordinator In Vertex Group of Company, Since Mar'11 to Jan'12

Worked as MIS in Vertex Group, since Jan'12 to Jan'14.

Worked as Sr. MIS Executive in Internet global service since Jan'14 to Jan’15.

Worked as a Quality & MIS TL in IGS since Feb’15 to Mar’18

Working as Quality Manager Apr-18 to till now.

EDUCATIONAL QUALIFICATIONS

B.C.A (2011) Swamy dayananda arts & science college

PUC (2008), Swamy dayananda higer secondary shcool

SSLC(2006) Swami dayanada higer secondary school

Pursuing the MBA annamailai university…..

PERSONAL PROFILE

Father Name : Mr. Rajendran

Sex : Male

Marital Status : Single

Mother Tongue : Tamil

Date of Birth : 14.01.1988

Hobbies: Cricket, and Learning new concepts, reading books, listing music’s

Declaration:

I hereby declare that the above-mentioned facts are true to best of my knowledge and belief.

Place: Bangalore

Date: [Sanjeevi R]



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