Customer Service Care

Result oriented professional with overall experience of 6.2 years including 3 years extensive experience in BPO industry by rendering delivery of high quality services to support customer's needs and achieving continuous high customer satisfaction

Energetic personnel initiating to prove the savviness at various customer service projects, capable of working in team and self directed settings.

Proactive Individual, talks to candidates naturally and builds rapport by understanding their requirement and motivates them in right direction

Hard working individual, Competent in meeting deadlines and turn-around time without compromising on quality norms and adhering to SLAs, Strongly believes in achieving goals with proper vision and right attitude.

Ensured speedy resolution of queries and grievances, guided and counselled the clients, maintained excellent relations with clients to generate avenues for additional business

Proficient in assessing the customer feedback by evaluating areas of improvements & providing critical feedback to the Associates on improvements and achieving higher customer satisfaction, leveraging skills in customer service to build excellent rapport with clients

Possess exceptional communication, analytical and problem-solving skills to work in multi-cultural environment along with team management

Customer Relationship Management

Process Excellence

Job Trend Analysis

Profile Analysis

Rapport Building

SLA Management

Query and Issue Resolution

1. Sep’19 - Nov’19 JP Infotech Pvt. Ltd., Malaysia as Business Consultant

2. Oct’ 17 – Oct’ 18 Medline Recruitment Ltd., Hyderabad as Recruitment consultant

Key Result Areas:

1. Monitored online applications, added profiles to source database by online search, networking and referrals

Motive:

To Analyze employment applications, set up and conducted personal and group interviews, and determine the suitability of the applicant for employment

Managed the end-to-end recruitment process for Malaysia and Singapore clients

Identified industry trends and job sources to attract more job offers for the clients; helped in improving and strengthening profile on different platforms

Registered profile on various portals and job sites and applied to all relevant job postings on the clients’ behalf

Achievements:

Was able to successfully place 5 candidates

Roles: Medline

2. To fill vacancies for nurses in UK hospitals for candidates from English & non English speaking countries (namely south Africa, Caribbean region, Zimbabwe, Ghana and Nigeria)

Motive:

To provide best service and support to candidates with an opportunity to attend interviews in multiple hospitals until selected.

Provided assistance with required material and motivated them in right direction with an approach to clear CBT test required during this process (with an intent to get the UK Visa).

Responsibilities

Spoke to candidates, explained job profile and sent an email.

Built rapport with candidates by holding friendly conversations, knowing about their hobbies, interests, and about family, explainend benefits which can be beneficial for all.

knowing their career goals helped me to understand their requirement and was able to convince them to get the documents by doing regular follow up.

Provided FAQ one week prior to interview guided them and motivated them to clear the interview.

To facilitate in conducting smooth interview.

Achievements:

12 candidates under my guidance have cleared the interview, few cleared CBT test, few were in the NMC documentation stage.

Managed to get 20 new candidates who have been referred by old ones by maintaining good rapport.

7 Candidates have cleared the IELTS test with band 7.0 in each individual module .

9 Candidates have cleared the CBT test .

Was able to convince candidates, made them realize how important this specific job could play a role in changing their life by pursuing career in advanced country as UK With great work culture, advanced equipment and technology.

Provided assistance to clear the IELTS test for candidates from Non-English speaking countries.

Although this isn’t part of my job, I proactively helped to provide an opportunity to candidates to work in UK along with their family to have a bright future.

3. Sep’13 – May’15 with Genpact India Pvt. Ltd., Hyderabad as Customer Support Representative

4. June ’10 – May ’12 with Convergys India Ltd., Pune as Customer Support Representative

3.Roles ---Go Daddy

Selling products of Go Daddy and resolved customer’s queries through calls.

Provided required support by analyzing query within shorter span and build rapport over call and provided appropriate solutions.

Offered promotional offers and educated about products by maintaining database of customers.

Generate sales by contacting prior to product expiration and offered discounts for renewal.

Achievements

Met sales targets consistently and exceeded in few occasions.

Involved in selling right product to the customer by knowing about their business and provided solutions to improve it.

4.Time Warner Cable

Responsibilities:

To Add and drop specific packages requested by customers.

Send reminders to customers whose bill is due one week prior to the due date to ovoid temporary suspension of services and assisting them in making payment.

Check specific customer’s accounts in good standing, used to pitch for appropriate promotions and then follow up for the same after few days.

Proactively involved in promoting new packages and holding friendly conversation.

Achievements:

Kept track of customers who dropped specific packages. Proactively found the reason for the same. Offered similar packages with additional features at a lower rate, they were glad to get it.

I was successful in resolving the queries by providing appropriate solutions in a simpler way within stipulated time.

I was successful in increasing the business of TWC up to the extent possible, by keeping a record of customers who were in long standing. Spoke to them regularly; build rapport by knowing about their hobbies, interests, business and day to day activities.

Iwas successful in providing this to 30 different candidates; however they were bunch of new customers who were glad to sign up for TWC by their references.

Previous Experience:

Jan’10 – May’10 with Prithvi Consultancies, Pune as Software Consultant

Mar’08– Oct’09 with Avantel Ltd., Hyderabad as Software Testing Engineer

5. Description: it’s a British telecom project, we designed FTTP and FTTC network connectivity through software namely FNT. Design used in planning and building the network was simple, reliable and cost effective.

Technology used in transferring high speed data was through fibre cables which provide high speed internet service at low cost .These cables are strong and are laid underground sealed with cases for protection from rain, snow and wind. Data transfer was two different modes namely Fibre to the premises (FTTP) and Fibre to the cabinet (FTTC).

Fibre technology is the most effective in comparison to others

6. Title: Fun work

Duration: Mar’ 08-May’09

Operating System: Windows XP

Description: Fun work Version-3.0 is an integrated MIS application for small & medium scale enterprises, which integrates the business processes for various modules. It provides tools as query wizard & report builder, which helps employees of a workflow system to enhance their productivity.

The main objective of the project was to

Achieve corporate excellence through customer satisfaction, enhanced operational efficiency ensuring total quality management

ISO 9001 Compliance

Process oriented approach

Multi-view reporting

Automated alerts to notify exceptions & deviations

Pre-defined workflow processes

Key Result Areas:

Interacted with developers to resolve technical issues

Reviewed & updated test cases

Monitored development activities and reported project progress

Managed ETL testing for various interfaces & releases; documented testing status reports

Assisted the software engineering team for manual testing

Suggested technology-based solutions for enhancing functional efficiency and achieving business excellence

Identified, analyzed defects, questionable functions, errors, inconsistencies in software program functions, outputs, online screens, content and metrics analysis

Conducted systems analysis sessions for understanding client business processes as per management standard

Highlights

Played a key role in taking effective measures to enhance software engineering processes to reduce the number of faults and faced challenges during the completion of various project by taking effective measures

Title: Lifeline-Agent Virtual Office

Client: Escorts Group

Period: Jun’08 - Nov’08

Operating System: Windows 2000

Testing: Manual Testing

Description: Lifeline is a product of Escorts Group New Delhi that deals in life insurance policies. Escorts Group is developing a product for LIC agents on behalf of LIC to make agent’s job easy. Through this product, agents can make a proposal & can send presentations to their clients, make different calculations for various plans offered by LIC, send their presentations through mail, sent SMS to their clients & also maintain online/desktop versions of their virtual office with online/offline synchronization. Escorts Group is developing this product for both agents and development officers. The process is divided into 8 modules such as secretary, prospects, clients, commissions, correspondence, reports & targets.

Responsibilities (Across the above stated projects):

Managed testing determining functionality of the system behavior & performance of the application

Monitored testing of products as per the client specification with the intent of rectifying bugs at unit level, integration level as well as system level

Reviewed and executed test cases and reported about various defects

IT Skills

Packages: MS Office

Operating Systems: Windows 7, 8, 9,& 10

Certifications

Was Awarded Certificate of Appreciation for being an outstanding volunteer in Voter registration drive, Avantel Pvt Ltd, Hyderabad

Received certification for completion of Customer Care new hire training from Client the Time Warner cable at convergys Pvt Ltd, Pune

Received certificate for attending Customer Centricity at Genpact India Pvt Ltd, Hyderabad

M.S. (Electrical Electronics & Communications) from University of Colorado, USA, 2007

Completed P.G.D.C.A course from 2002 Oct -2003 Oct

B.E. (Electrical &Electronics) from R.M.K. Engineering College, Tamil Nadu, 2002

Date of Birth: 22nd December 1980

Languages Known: English, Hindi & Telugu

Address: Snehapuri Colony, Nacharam, Hyderabad

PRAMOD VENKATAYOGI

Growth-oriented professional with a zeal to build career, targeting assignments in

Customer Service Operations with an organization of high repute

Location Preference: Hyderabad, Bangalore, Chennai

E-Mail: ***********@*****.*** Phone: +91-770*******

Profile Summary

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