*+ years of work experience in the area of process management, customer services. Experience professional whose work has always been recognized and appreciated. A result oriented and disciplined professional with experience in Client Interaction, requirement gathering, Problem Understanding. Strong Analytical and Problem Solving skills, Multi-Tasking abilities, with proven experience in utilizing people and process knowledge to aid enterprises in making critical decisions in ambiguous situations.

SUMMARY

Ramesh Yadav

Dialer & MIS Executive

OBJECTIVE

To be a part of the team working towards the fulfillment of organizational goals through the process of self learning and development.

CONTACT INFO

Contact Number: +91-783*******

Temporary Location: House No.1355 Phase 10 S.A.S Nagar Mohali (Punjab)

Permanent Location: House No.1355 Phase 10 S.A.S Nagar Mohali (Punjab)

Date of Birth: 10-Jun-1991

E-mail- adeukv@r.postjobfree.com

EDUCATION

Graduate: B.A Punjab University

12th: C.B.S.E. Arts

10th: P.S.E.B

CURRENT PROFESSIONAL EXPERIENCE

MIS Coordinator (Teleperformance Reputed Company in BPO, Mohali from Jan-18 to Present)

Key Responsibilities

Preparing daily collection conversion on daily basis.

Share pickup file to agencies (Haryana, Uttar Pradesh & Uttrakhand) on mail.

Share agencies wise conversion on daily and monthly basis.

Maintain all agents’ pickup calling data and also share with clients.

Interaction with clients and maintain data according as per client satisfaction.

Share APR of conversion on daily basis with AM’s, and TL’s.

Ensure deliverables (Daily, Weekly & Monthly MIS Reports & Dashboard) are prepared to satisfy the project requirements cost and schedule.

Coordinate with various agencies like ECOM, Vertex, Shagun Enterprise, etc.

Share penal conversion with HOD daily basis.

MIS Executive (Tata Business Support LTD, from Aug-2011-Jan-2018)

Key Responsibilities

Ensure deliverables (Daily, Weekly & Monthly MIS Reports & Dashboard) are prepared to satisfy the project requirements cost and schedule.

Updating Sale town wise data in System.

Excellent in MS Excel (Hlookup, Vlookup, Pivot Table & PivotTable Chart, Charts, data validation, etc.)

Updating Sales Tracker and MIS Dashboard on Weekly and Monthly.

Receiving and downloading data from different - different sources and all states (Punjab, HP & Jammu), Cleaning and formatting data using by EXCEL.

PAST PROFESSIONAL EXPERIENCE

SKILLS

Proficient in Managing & leading teams

Aptitude for grasping and applying acquired knowledge

Highly skilled at analyzing data and sorting relevant information

Experience of developing service standards for business excellence. Proficient with data management abilities

TECHNICAL SKILLS

Familiar with use of MS office applications.

Sound knowledge of Excel

Familiar with BPO Applications

CHARACTERISTICS

GOOD COMMUNICATOR : I know the skills required to deal with the client to have healthy professional relationship with managers, team members and clients.

WELL ORGANIZED : Highly & extremely organized in terms of organizing the work and deliver projects and given task on time.

ATTENTIVE : Always keep eyes on the given details in order to skip flaws in the work

CREATIVITY : Think out of the box and allow myself to experiment

PASSIONATE : I really like and passionate about my work which is the main reason behind productivity.

Dialer Executive (Tata Business Support LTD, from Aug-2015-Jan-2018)

Key Responsibilities

Monitoring and take to responsibility for data dialing adhere.

Real time management like, Data completion, Connect %, Non-Connect %, idle %, Abandon % etc.

Dialer SPOC for Mohali location

Responsible for Real Time ACD Monitoring and managing process SLAs.

Responsible to provide routine/ Ad hoc reports for MIS to internal and external customers

Analyze the reports and identify the root cause of complaints.

Prepare and submit periodic reports & Updating Dashboards. (with 100% accuracy)

Ensure adherence to ISO/ISMS requirements

Generate and maintain all process and client related reports.

Adhere to all ISO and BS standards.

Keeping confidentiality of reports.

Analysis & Reporting of CSR/department performance statistics at set frequency.

Customer Service Associate (Tata Business Support LTD, from Aug-2011-Jun-2015)

Key Responsibilities

To answer inbound calls and act as a first point of contact for customer’s query, request, complaint.

Worked on my KPI’s Key Performance Indicator)

a)Attaining minimum call quality of 85%

b)Attaining minimum C-SAT of 90%

c)Attaining login hours and also wrong tagging % <2%

Briefing SPOC

a)To conduct shift briefs on latest updates.

b)To conduct dipstick with in team to ensure the effective download.

Call Quality SPOC

a)To give call quality feedback to executives on the basis of their adults scores.

b)To make and discuss call flow of different queries of customer

Mentor to the new joiners, giving them system, product and work culture training.

Handling escalations.

Contact this candidate