Customer Service Social Media

Vishesh Bhatia

K-*.*, PLOT NO. **, GROUND FLOOR, SECTOR 83,

Vatika Prime Rose, Gurgaon, Haryana Mobile (H) - 971-***-**** Email: *******.*@**********.***

Educational Qualifications

Exam

School

Board

Subjects

Marks

Class X (2001)

Don Bosco School, Nainital

CBSE

Science, Mathematic s, English

80%

Class XII (2003)

L.M.S, Noida

CBSE

Science (Non- Medical Stream)

78%

BBA (2006)

Amity Business School,

Noida

Business Administration

Specialization

- Finance

CGPA 6.67

Higher Education

IILM Institute For Higher Education, Gurgaon

Executive Diploma in Management

Foundation Management

70%

Work Experience

Concentrix BPO LTD. (Amazon Process) 2014 – 2019

Promoted Assistant Manager (Backend Process) 2016 – 2019

While being promoted as Assistant Manager (AM) have been a part of Top Talent within the Organization i.e. ACE & have even been selected for the Diploma Management Program from IILM for which the result has been published & the degree has been given.

Handling a Team of 25 Associates

Preparing of Dashboards on daily bases

Working on Seller’s responses i.e. PRR

Maintaining Basic Hygiene i.e. Late logins & Shrinkage

Client handling along with Project Management

Working on BQ Associates

One O One session with the Associates on Monthly Basis

Maintaining Attrition within the Team via EWS process

Scheduling of Call Listening session with the Client

Working on Social Media Escalations & preparing CAPA i.e. Corrective & Preventive Actions

Sharing the CAPA along with PTG on Client Calls

Conducting Audits for the entire team & sharing feedback on real-time basis

Preparing PPTs for WRM & MRM

Maintaining IDP i.e. Intervals for the volume received from the Captive Site

Maintaining Resolve Rate, transfers

Meeting the Clients SLA

Quality Team Leader 2014 – 2016

Handling a Team of 12 Quality Analysts

Preparing of Dashboards on daily bases

Working on Seller’s responses i.e. PRR

Preparing Write Ups for Client i.e. Quality Report

Data Analysis on Compliance Audits (Compliance audits are met)

Preparing VMP (Shared by Client) & distributing the same to the QA Team

Consolidating of Audits & sharing the analysis with the Client

Scheduling of Call Listening session with the Client

Raising Incident Reported for the Associates (Internal & External Escalations)

Training & Grooming the Quality Team

Scheduling of Calibration Sessions for different LOBs (Internal & External)

Preparing Time & Motion Analysis for different Audit Types

Conducting RTR for Quality Team

Provide Quality Floor Support (Dipsticks, Updates are shared on time & Chalk Talk Session)

NIIT 2013 – 2014

Senior Quality Controller

Preparing of Dashboards on daily bases (31 Dashboards)

Preparing of Defect Analysis Dashboards Team Wise on Weekly and Monthly basis

Preparing of WOR and MOR data for Operations for Client viewing

Preparing of RCA Incident Analysis

Preparing of Deck Data

Preparing of Pareto Analysis for viewing of Repetitive and Top 10 Defects

Preparing Quality Analysis Data for Trainers for Process Training

Calculating Team Quality Score Parameter Wise and not by Weightage

Uploading of MFI Data on Monthly Basis for Team and Quality Team

Calibration Session for Quality Team and Operations

Regular Audits and Delivering Feedback on time

Regular Audits include Single Booking, Multi Booking, CBT, Managed Event, Invoice, Roster, Certificates, PO and Assignment

Audit on Adjustments and >2000 Adjustments on Monthly Basis.

Handling Two Processes Shell – UIO and Shell DS – Retail and Aviation (Team Members 12)

Maintaining Consequence Management Tracker

Training New Joinees (Process Training) on Software i.e. Salesforce.com

Lean Certified

EZIRS (Egon Zehnder International)

Technology Trainer & Operations 2011 - 2012

As a Technology Trainer I have trained more than 500+ team members in the Organization (EZIRS). The following things done during NJT

Involved in hiring and conducting interviews of new candidates.

Collaborated with organizational executives and global clients in the development and execution of customized on-site trainings.

Addressed client requirements, devised effective training solutions, authored proposals, and outlined solutions based on business needs in advancement of training services

Providing an overview of the Firm

Logistics maintenance

HR, Accounts & Transport Department Session

Created workshops on the whole training programs and firm-wide softwares

Delegated suggestions and duties to other team members regarding opportunities for improvement in work- related tasks and processes

Creation of documentation for implemented processes and maintenance of feedback forms

Conducting training on a Global Front

Project management of technical and non-technical projects

CUSTOMER SERVICE SKILLS

Delivered excellent customer service while working with clients on a daily basis for various new and on-going technical projects

Interacted with clients and utilized excellent organizational skills to arrange implementations, upgrades/migrations, and basic maintenance for Oracle databases

Served as a liaison between clients and staff to resolve clients problems and implement long and short term solutions

Conducted Specialized Training for the whole firm –

1.Have trained the whole firm on MS 2010 (Word, Outlook, PowerPoint and Excel) Updates on MS 2010 like –

Ribbon

Back stage view commands

Quick Access Toolbar

Contextual Text Toolbar

2.Trained the whole firm on LinkedIn Profiles, Profiles, MA Reports, and LSS Competencies.

Operations

Handling a team of 200+ team members

Assigning daily work

Client Coordination

Handling of Pilot Offices

SME – Trainer (Training & Audits) 2010 – 2011

As a SME I had trained more than 150+ team members in the Organization (EZIRS). The following things done during NJT

Acquiring Process Knowledge and getting certified by the Client.

Solving Queries on floor

OJT (4 Weeks) keeping Quality as 95% through Audits & Productivity as 60%

OJT continued till 12 Week keeping Quality as 95% & Productivity as 90%

Updating the whole Organization on Update on the software

Winner of Achiever’s Award for the same year for Excellence in Training

Associate – (Training & Mentoring) 2008 – 2010

As an Associate I had trained more than 90+ team members in the Organization (EZIRS). The following things done during NJT

Evaluated efficiency of training program.

Recognized areas of enhancement.

Communicated results with Training and Development Leader.

Administered several corporate training projects.

Designed, developed and managed new training materials and achieved business objectives.

Developed, delivered and measured effectiveness of training programs.

Mentoring

As a Mentor I had trained more than 90+ team members in the Organization (EZIRS). The following things done during Mentoring –

Quality checking new joiners work

Off QC them keeping Quality & Productivity

Handling of big projects on my own

IBM DAKSH GURGAON (BPO) SPECIALIST CUSTOMER SUPPORT (CITI BANK MORTGAGE INCORPORATION (CMI PROCESS) 2007 - 2007

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