SUGANTHINI

Mobile: +91-974**-*****

Email address: addn1m@r.postjobfree.com

Career Objective

Love nature. Till now I was working for my pocket.

I am interested to work for my heart now. Love to learn a lot.

I am a work in progress.

Achievements

Maximum number of case accepted August 2011 and October 2011, JAN 2012

Lowest talk time for March 2011.

Toped for most number of calls taken for January 2012.

Quality 100% January 2012.

Appreciation from DDM for work well done July 2012.

Outstanding Performance of the month of October 2012.

Outstanding contributions in FY12-Q4.

Organization – HP Bangalore Dec, 2003. – Present

Designation- SME for Global Customer Access- (Feb 2014- Till Date)

Designation- Worked with MEMA- (May 2013- Jan 2014)

Handled Calls and cases for Rest of Africa and Middle East.

Designation- Mentoring- MAPS (Sep, 2012.-May 2013)

Managing high performing team of 11.

Designation – Call Manager - SP Integrated Support Team.

Role in South Pacific Integrated Support Team (Nov, 2010.-Oct, 2012.)

Quality Analysis for the team.

A primary Call Manager is assigned to each individual account & is responsible for the day to day running of that account.

Reporting to respective Account Support Managers with detailed description of end-to-end call management.

Engage in ongoing open communication between Client Managers and customers to ensure that any service delivery related issues, regarding the progress of their service call, are fully communicated.

Experienced in using (GCSS and Quantum) Web tools for Information collection and analysis.

Takes ownership of all reports on missed SLA’s providing feedback to appropriate Teams.

Escalate call handling and/or procedural issues as required.

Role in CMG APJ – ICC Coredesk (Oct 2008-Oct 2010)

Handled Calls and mails.

Role in CMG SPR and SEA (Nov 2007- Oct 2008)

Handled calls and mails for SPR and SEA

Role in CMG APJ (Jan 2006-Nov 2007)

First point of contact for enterprise customers for HP.

Log cases for customers from APJ region.

Route the logged cases to the Remote Diagnosis Team.

Interact with various in country teams from APJ and also the remote support team to ensure that a case is monitored effectively and the response is met.

Mentor the new team members.

Role in CSR (Dec 2003-Jan 2006)

Joined as a call director in CSR team for NA Consumer (2 years). The role required routing calls & customer queries to concerned teams as per the customer’s requirements. Incident or per year support). I was the first agent to achieve highest sales on the go-live day and continued ‘good sales’ throughout.

Trainings and Workshops

Attended training on Persuading and Influencing Skills.

Finer Aspects of Customer Service, Call Coaching.

Dealing with Difficult Customers, Building Strong Customer Relations.

Power to delight workshop

Art of delight workshop.

Hinduja TMT Ltd., Bangalore, March 2003- Dec 2003

Htmt – Sr. Customer Care Officer Vartec Telecom.

Two years experience as a medical transcriptionist prior to joining HTMT.

Educational Qualification

Bcom.

Computer/Software Expertise

Basic hardware knowledge about computers

Basic knowledge in MS Excel, Word and PowerPoint

Hobbies

Listening to music, dancing, traveling and spreading happiness.

Personal Details

Father's Name R.Palani

Permanent Address C-56, P.N.S. Layout

Kullappa Circle

Kammanahalli

Bangalore- 560033

Phone +91-974**-*****

Email Address addn1m@r.postjobfree.com

Marital Status Single

Languages Known Hindi, Tamil Kannada and English

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