Sales Customer Care

Curriculum Vitae

Pavan Ganatra

Mobile: 809-***-****,

Email ID: ************@*****.***

CAREER OBJECTIVE

To work in the organization as a Professional to upgrade my knowledge and be a part of a team that dynamically works towards the growth of the organization.

Experience: Working as a Sr. Team Leader from last 3 years for Airtel Process.

Company: Magus Customer dialog Pvt Ltd Total Work Experience 5 Years 6Months.

Education:

●Bachelor of Commerce (B-com) from Pragathi Maha Vidyalaya Degree College.

●Intermediate MEC from Pragathi Maha Vidyalaya Junior.

●SSC from Shree Gujarati Vidya mandir High School.

Technical Skills:

●Client Operating System: Windows 98, XP, VISTA, Win7, Win8

●Hardware & Software: (MIS) Information Management System, Troubleshooting of Desktops and Laptops.

●Applications: CRM, C-Dentrix, Avaya, Max IT, Easy Access, I-Voice, Sprinklr, Seibel and Velocity.

WORK EXPERIENCE:

Presently working with MAGUS CUSTOMER DIALOG PVT LTD as “ SR Team lead”. Since 9th June ’15 till date.

Magus Customer Dialog Pvt. Limited (Mobility Process).

Company : Magus Customer Dialog Pvt. Limited.(Hyderabad).

Designation : Sr. Team Leader

Tenure : 4 years, 6 months.

Process : RHD and Sales

Currently working has a team lead in teleperformance

Worked hard as Team leader and maintained good leadership skills, met all KPI's with the team and focus on hard work to reach the targets as well as Quality scores (RHD/Sales).

●Assigned as a SPOC for Sales Process for Whole South Circle (Includes all 4 Circles) and also Handling reports for Hyderabad Branch.

●Looking after Online New Customers Acquisition Process for Airtel DTH Services.

●Maintained the team tempo with good quality in Sales.

●Whether there is any will or skill issue and guide them as per the process.

●Done the call calibration and rate the scores of the agent whether the scores are equal when compare to the quality team and operation teams.

●Updating the reports of the agents in terms of their Login hours and Targets on daily basis and forward to the managers.

●Actively participate in all phases of the development related initiatives, trainings and team Support.

●Maintained consistent performance levels by exceeding the up to date targets.

Magus Customer dialog PVT Ltd (June-2015 to Till Date) – Sr Team Leader:

Operational Management:-

●I have leaded a Team Of “37 Members” Under My Supervision. I have Taken Care of Service Department Escalations & Customer Objections while Handling RHD process. (DTH Dealer/Customer Care)

●Presently leading a Team Of “89 member with 2 Team Leader’s” Under My Supervision - Sales Process.

●Leading a backend team of “10 Members” for Following up with customer and sharing the data (Orders to be delivered) to Clint and Field Team.

●Sharing the list of Order’s to be completed on daily bases with Field team Looping with Clint.

●Interacting directly with Clint and Field department on Daily bases to close the as many tasks as Possible.

●Develop, maintain, and produce all required reporting for the contact center at the enterprise, site, team, and individual associate level on a daily, weekly, monthly basis. (RHD/Sales)

●Supervise workforce analysts - Duties include training, planning, assigning and directing workload, performance appraisals, coaching, disciplinary and Providing Feedback on timely basis to Assure Quality Service/Sales Delivered to Customer’s.

●Motivate & Inspire team members whenever required.

●Maintaining Daily, Weekly & Monthly Reports & Attending Conference Call Branch Head Once in Fortnight, strategizing targets & creating (POA).

Strong Points:

●Highly organised - can prioritise work schedules, manage time effectively and meet deadlines.

●Experience of working round the clock with Team.

●Self-motivated person willing to go the extra mile.

●Quick learner and hardworking, good listener.

●Self-Motivated.

●My Strength is I don’t relax until the work is not completed.

Achievements at Magus Customer dialog PVT Ltd:

● I got Recognition as “Best Team leader in RNR for Two Quarters”. I Have Set an Example for leading Team with less attrition in Magus Customer dialog PVT Ltd.

HOBBIES:

●Listening Music

●Going on long drives.

●Playing games

Personal Profile:

Name : Pavan Ganatra

DOB : 19th Dec 1989

Gender : Male

Marital status : Married

Nationality : Indian

Languages : English, Hindi, Gujrati & Telugu

DECLARATION:

I hereby declare that all the particulars given above are true and correct to the best of my knowledge.

Date:

Place: Hyderabad (Pavan Ganatra)

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