Customer Service Training

C. Karthik., B.Com, T.Q.M., */****, Anthony Nagar

Perumbakkam, Pudu Nagar,

Land Mark - Femina Saloon.

Chennai-600100

Mob : 984*******

E-Mail : karthikchandrasekaran @ yahoo.com

OBJECTIVE To be a part and an active member of a growing team of Professionals directed towards

making a positive and qualitative impact in the working of an organization.

EXPERIENCE 12 + years

WORK EXPERIENCE

HCL Technologies BPO (06th September 2018 – Till date )

Team Lead - Operations

Helping the consultants in reaching their productivity targets.

Attending WBRS along with the Manager operations and documenting the MOM

Identifying the associates who needs refresher trainings to improve their performance.

Attending the Joint calibration session and Internal calibration session with the QA team

Providing one on one coaching to the consultants about their performance.

Conducting feedback sessions and mid-shift huddles when required.

Sending the daily reports like WTD Dash board on a daily basis

Preparing the TNA report, and WTD Quality report

Identifying the process gaps and informing the QA team on the same so that they can take it forward to client.

Sending call outs if any process deviations are any attitude issues are found.

Preparing updates and cascading it to the floor.

Prepare agent wise weekly report and daily report and identifying focus group consultants.

I was also involved in maintaining 100% quality in the team nad has been successful in maintaining the same consecutively for 3 months.

Sending Involved in the preparation of training schedule and QA Schedule for focus group consultants .

Sending the daily Shrinkage report to the team so that they know where we stand as a team.

Checking the 6th day and incentive file, checking attendance correction report sent by the MIS team to make sure that everything is in place so that the associates get their incentives on time.

Preparing the ageing report of accounts and cascading it to the team accordingly.

Has been successful in recommending top performing agents from my span to other process internally for their career growth.

Tech Mahindra Private Limited ( Oct 2017 - July31st 2018)

Senior specialist quality

Helping the consultants to lean and install& configure the software.

Training the consultants in resolving the Networking problems.

Training the consultant on Internet troubleshooting and conduct mock sessions to test their knowledge

Attending the Joint calibration session and Internal calibration session with the clients

Providing one on one coaching to the consultants about their performance.

Conducting feedback sessions and mid-shift huddles when required.

Preparing the weekly consolidated report.

Preparing the TNA report.

Identifying the process gap and informing the same to the clients.

Sending call outs if any process deviations are found.

Preparing advisories and cascading it to the floor.

Prepare agent wise weekly report and identifying focus group consultants.

I was also involved in maintaining 100% quality in the team.

Taking training about the product for the new comers.

Involved in the preparation of training schedule and QA Schedule.

Sending the weekly allocation report.

Preparing the DSAT analysis report.

Preparation of call monitoring forms and having the parameters that has a major

impact on customer experience and the business.

Attending the weekly business review and monthly business review along

my immediate manager.

Preparing the minutes of the meeting of the calibration session and keeping

a track of the R & R.

Got appreciations from my immediate reporting authority and client for identifying

an issue with the autobot tool and for doing a complete detailed dip check on the hold management.

Sutherland Global Services Pvt. Ltd., (Aug2010- July 07th 2017)

Lead - Quality

Work summary

I have been working as Lead quality for the past 4 years. I was actively involved in handling client calls in order to close the gaps in the process as and when it is identified. I also send call outs as and when zero tolerance issues were found out, for which I have got appreciations from my immediate boss. I was taking care of Customer service, Retention, and technical support streams. I was also actively involved in finding the consultants behavior to know whether the consultants has a skill issue or a will issue to perform well in the process as well, cascade the same to the service delivery team based on which they take actions.

Helping the consultants to lean and install& configure the software.

Training the consultants in resolving the Networking problems.

Training the consultant on Internet troubleshooting and conduct mock sessions to test their knowledge

Attending the Joint calibration session and Internal calibration session with the clients

Providing one on one coaching to the consultants about their performance.

Conducting feedback sessions and mid-shift huddles when required.

Preparing the weekly consolidated report.

Preparing the TNA report.

Identifying the process gap and informing the same to the clients.

Sending call outs if any process deviations are found.

Preparing advisories and cascading it to the floor.

Prepare agent wise weekly report and identifying focus group consultants.

I was also involved in maintaining 100% quality in the team.

Taking training about the product for the new comers.

Involved in the preparation of training schedule and QA Schedule.

Sending the weekly allocation report.

Preparing the DSAT analysis report.

Preparation of call monitoring forms and having the parameters that has a major

impact on customer experience and the business.

Attending the weekly business review and monthly business review along

my immediate manager.

Preparing the minutes of the meeting of the calibration session and keeping

a track of the R & R

Got appreciations from service delivery team and the client for maintaining the variance of the calibration scores and for maintaining the proper records of updates as well for cascading the information and rolling out the advisories on time to the floor.

Additional experience

High level understanding of business processes

Proficient with MS Office skills.

Strong ability to analyze complex issues

Assisted team in customer service training, Gemba training and quality training workshops.

Provided feedback to management.

First level screening in hiring process.

Managed voice and accent training for new employees.

Managed refresher course trainings.

Customized training according to process.

Nittany Outsourcing Services Pvt. Ltd., ( Aug 2005 - Mar 2007 )

Quality – Audit

Doing file allocation for the voice audit.

Handling voice audit.

Updating the MSR's about the recent updates

Preparing the daily report & sending reports within NDS

Preparing the consolidated audit report.

Attending Supervisory calls.

Training and guiding people in improving their communication skills.

Providing one on one coaching to the consultants about their performance.

Conducting feedback sessions and mid-shift huddles when required.

Make sure that the consultants are updated about the process.

Conducting meetings and huddles for the consultants.

Additional experience

Trained new hire employees the skills and techniques of speaking English clearly

Trained employees on how to speak to customer over the phone.

Prepared communications and grammar module for employees

Conducted continuous education sessions for employees based on feedback and training needs analysis.

Recognized Training requirements and prepared resourceful training programs based on client requirements.

Conducted refresher workshops and training sessions for employees who were slow to come up the learning curve.

Assisted team in customer service training.

Carried out regular call monitoring sessions for agents to identify gaps and incorporate them in the trainings

EDUCATION QUALIFICATION

DEGREE

BRANCH OF STUDY

COLLEGE/SCHOOL

YEAR

B.Com

Accounts

D.B. Jain College

1999

ADAPT

Advanced Diploma in Application Programming & Techniques

BITECH

1999

T.Q.M

Quality Management tools

Submitted papers in association with ISRO and got certified by them.

2009

CERTIFICATION

Certified as COMPUTER PC ESSENTIALS USER by BRAINBENCH on 5th August, 2000

TECHNICAL QUALIFICATION

Operating Systems : DOS, Windows 95, Windows 98, WIN' NT 4.0

DBMS : FoxPro 2.5

RDBMS Package : MS Access '00, Oracle 8.0

GUI : Visual Basic 6.0,Developer 2000

PERSONAL DETAILS

Father's Name : Late. Mr. E.S. Chandrasekaran

Sex : Male

Date of Birth : 13.05.1978

Religion : Hindu

Mother Tongue : Tamil

Languages Known : English, Tamil, Hindi and Telugu

Marital Status : Married

Permanent Address : AE-25, New No.11, Second Street,

10th Main Road, Anna Nagar,

Chennai - 600040.

E-Mail : karthikchandrasekaran @ yahoo.com

The above details are furnished by me are true.

Place : Chennai Yours Truly,

Date :

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