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Customer Service Quality

Location:
Chennai, Tamil Nadu, India
Posted:
March 18, 2020

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Resume:

B. Poornima

Email : adccu5@r.postjobfree.com

Phone : +91-994*******

Objective

Seeking a responsible post with an opportunity for professional challenge and growth to support and enhance co-operative objectives of the company. To utilize my knowledge and skills in the best possible way for the fulfillment of organizational goals.

Professional Summary

Having 10 years of experience in BPO-ITES

Ability to work effectively in a fast-paced, high volume,

deadline-driven environment

Flexible to changes in work environment

Work Experience

Jothimani Enterprises

Designation Relationship Manager

Period Feb 2017 – May 2019 (2.4 years)

Roles and Responsibilities

Handling Sales and Customer service teams to build good customer relations.

Deal with customer enquiries and aim to meet their expectations.

Handling complaints and queries (from customers and staff).

Take ownership of customers issues and follow problems through to resolution

Control resources and utilize assets to achieve qualitative and quantitative targets

Identify key contacts at potential client companies to establish and foster relationships

Participate in one-on-one meetings with clients to explain services to guide their choices

Maintain an orderly workflow according to priorities

To keep accurate records and document customer service actions and discussions

Other duties as assigned

Jitari Solutions

Designation Team Lead

Period Dec 10 – Apr 13 (2.6 years)

Roles and Responsibilities

Estimation of time & allocation of jobs received

Ensure Turnaround times, quality of production

Responsible for generating reports on weekly basis such as job count and feedback status, time tracker and monthly attendance sheet

Interaction with on-site managers & clients in terms of understanding the job, assessment of complexity and time negotiations

Creating professional and quality presentations, charts & graphs, animations in MS Office suite according to client’s requirements assisting in production as necessary

Creation of template layout designs, responsible for creating brochures and delivering as eMailer, creating visiting cards database in MS Outlook

Knowledge in MS Excel working with cells & cell data, creating charts & data validation. Basic knowledge in CorelDraw for creating logos & Photoshop to convert file type & manage image size.

Also handling training, admin & payrolls.

Have used customer database & xlite dialers to connect our customers

UBS Financial Services India (P) Ltd (IBD Presentations)

Designation Document Specialist

Period Feb 08 – Oct 08 (9 months)

Roles and Responsibilities

To consistently maintain the quality, delivering quality corporate presentations within the estimated time, meeting client expectations

Building slides from handwritten scanned PDF sent by the bankers

To create/edit/format the clients request in MS PowerPoint /MS Word in the form of charts and tables

Production QC of the junior operators job

To maintain the standard format as per UBS guidelines

RR Donnelley

Designation Document Specialist

Period Sep 06 – Jan 08 (1.5 yrs)

Roles and Responsibilities

To consistently maintain the quality, delivering quality corporate presentations within the estimated time, meeting client expectations

Building slides from handwritten scanned PDF sent by the bankers

To create/edit/format the clients request in MS PowerPoint /MS Word in the form of charts and tables

Production QC of the junior operators job

To maintain the standard format as per BCG guidelines

To plot the maps via MapInfo software

Smart Software

Designation Shift Coordinator

Period Mar 03 – May 06 (3.3 yrs)

Roles and Responsibilities

Mentoring shifts & buddying new joiners

Quality controlling

Responsible to meet shift production goals, scheduling shift meetings

Experience in training and mentoring the fresher’s

Assist in production as necessary

Other duties as assigned

Achievements

Awarded as Best Performer & Consistent Performer as Document Specialist in RR Donnelley

Educational Details

M.Sc (IT) (73%) – Madras University (2005)

BCA (63%) – Madras University (2002)

Personal Profile

Name : B. Poornima

Marital Status : Married

(B. Poornima)



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