Customer Care Executive

RESUME

Deepal.Kothari

F-**, Radheya Apartment,

G-1,Laxmi Nagar

Nagpur - 440022

Mobile: 982-***-****

**********@*****.***

CAREER OBJECTIVE

To pursue a challenging career that offers me a professional growth and be part of a progressive organization that gives me an opportunity to use my skills.

WORK EXPERIENCE

1. Company : Dell International Services

Duration : July 2003 – December 2004.

Designation : Senior Technical Support Associate.

2. Company : SerWizSol BPO (Subsidiary of TATA Sons)

Duration : December 2004 – July 2006. (December ’04: Worked with

VSNL as Quality Coach and was later migrated to SerWizSol

BPO)

Designation : Quality Specialist

3 Company : Impetus Placement Consultants

Duration : April 2007 – Feb 2008

Designation : HR Executive

4 Company : IBM Daksh

Duration : Feb 2008- April 2008.

Designation : Sr.HR Executive

5. Company : Merit Trac (Thomson Reuters)

Duration : March2009- May 2009.

Designation : Recruiter

My Role

Senior Technical Support Associate (USCTS)

As a Sr.Technical Support Associate responsibilities involved in providing remote proactive support, creative and practical solutions that ensure customers get the best from the products.

Includes technical assistance, recommendation and advice, fault isolation and product enhancements while working on strategy, process, metrics and plans, based on broad functional knowledge

Handling a team of 35 Customer Care Executives in Tata Indicom

Quality induction and training new recruits into the organization to make sure they have an understanding of the Quality Parameters.

Analyzing and reporting the quality trends amongst the teams on the floor.

Regular feedback sessions with the executives on the floor to maintain call quality.

Team meetings on a regular basis to communicate their standing in the process and their improvement areas.

Calibration within the quality team to make sure all the executives are on the same page with regards to the parameters.

External calibration with the client for effective monitoring and cascading the same to the floor.

Analyzing the Performance of each executive and providing input regarding the Areas of Improvement.

HR Executive (ITES Recruitment)

Recruiting for Top most MNC’s in Hyderabad.

Meeting Clients and understanding the requirement.

Conducting Interviews and screening the candidates.

Conducting campus recruitment

Conducting Induction for new HR’s.

Sourcing the profiles from job portal.

Calling the candidates and scheduling the interviews.

Scheduling the interview with the clients.

Negotiating with the candidates on various issues.

Following up with the candidates from the date of offer to date of joining.

IBM Daksh

Induction

Taking care of ER activities across the centre.

Joining formalities.

Understanding the concerns of employees.

Conducting R&R events.

MeritTrac (Thomson Reuters)

Interviewing LLB & LLM at agent level, senior level and Managers for Westlaw

Clearing online resumes

Contributions (Serwizsol BPO)

Introduced and Implemented PIT (Performance Improvement Team) which helped in increasing the morale & performance of the CCE's.

Was part of the Six-Sigma Project 100% feedback & to improve the methodology.

Training the new hires.

EDUCATIONAL QUALIFICATION

April 2008: Sikkim Manipal University

MBA HR

April 2003 R. G. R Siddhanthi College Hyderabad, AP

B.Com. Bachelors of Commerce with first division.

March 2000 R. G. R Siddhanthi College Hyderabad, AP

BIE., Board Of Intermediate Education (Intermediate) with first division

March 1998 Gujarat High School Hyderabad, AP

Secondary School Certificate with first division

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