Customer Care Executive

Manish Ahuja

Block no- D, Flat no-***

Second Floor, Ozone City,

ITI Road, Naroda Ahmedabad

Phone: 991-***-****,

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

BRIEF OVERVIEW

Sound understanding of Business Administration with a global mindset & strong quantitative and conceptual abilities

Rich corporate experience of over eight years.

Well adaptive towards corporate culture and behavior & ability to work under pressure

Achievement oriented with excellent people management skills and an ability to manage change with ease

Pleasing youthful personality with a zest for life

An individual with good numerical abilities, meticulous and quality-oriented with an eye for detail

Excellent communication, relationship building & interpersonal skills

A fast learner and good at reproducing and applying techniques

PROFESSIONAL EXPERIENCE

Tech Mahindra LTD

CEA (Customer Experience Analyst) Sep-18 –Till Date

Work profile:

Completion of daily audits & feed backs

Giving Real time feed - back for client audits and critical cases

Conducting the shift wise briefings with TLS& advisors to share the D-1 performance

Prepare various reports like Internal& external calibration report, D-Sat Audit Report, call disconnection report, CFA zero out call

Highlighting good and bad calls.

Conducting training batches as an when required

Conducting Refreshers as an when required

Conducting Soft skills sessions,Qa guidelines session

Escalate genuine cases of customer s to senior Management.

Highlighting process gaps

Aegis Bpo Ltd. April2015–Sep-18

Quality Auditor

Work profile:

Transaction monitoring and giving effective feedback.

Prepare various reports like TL-QME calibration, fatal error analysis, c-Sat Report, call disconnection report, hold audit. Quality Health check report, CTP CTQ,

Highlighting good and bad calls.

Giving Training to the New CSRs.

Conducting refreshers and briefings. Escalate genuine cases of customer s to senior Management.

Azure Knowledge Corporation Pvt. Ltd. India June2009–December2014

Quality Auditor cum Trainer

Work Profile:

Transaction monitoring and giving effective feedback.

Hand holding the new agents\ executive in training lab

Manpower Management and maintaining Client Relationship.

Highlighting the mal practices as well as the excellent jobs done by the agents.

Look after the critical cases of customer, CSRs, Process, floor and giving timely resolution.

Co-coordinator to help updates with trainer and Team Leader.

Prepare various reports like TL-QME calibration, fatal error analysis, Gage R n R, QME- QME variation Etc.

Coaching and training for outliers

Hand holding the new team members in quality.

Best practice for MAFI, Communication, and Quality.

Giving Training to the New CSRs.

Achievement:

Have won “Best QA Award” for the month of June- July 2011.

Successfully drove “Green-Card Campaign” & “Wrong Service Request Reduction Campaign”

Always in the league for topping the Score-Card amongst “Top5 QA’s”

Aegis Bpo Ltd Ahmadabad Nov 2006 –May 2009

Carrier Path: Senior customer care executive

Work Profile:

Take Escalation calls.

I have since then gained a lot of experience and knowledge to put me in a position where I can lead the team, during the absence of my TL, and most importantly taking ownership for additional responsibility within the team (Coaching, reports etc).

As a senior agent within the team, my team collogue turn to me for queries related to process and/or product.

Additional duties and responsibilities includes, managing team of 15-20 members, generating reports Like Roaster, Team Audit and feed back to agents.

Reliance Info streams Pvt. Ltd., India

Customer Relation Executive July-2003–Nov 2006

Work Profile:

Answer customer calls and to take complains if required

Work with the team ensuring daily updates is provided to them

Take daily team briefings and audit the daily reports

Also handle the Team and Floor in the absence of TL.

Achievement:

Joined Reliance As A Trainee Customer Care

Executive In July-2003.

Promoted As A Customer Care Executive In

January-2004.

No Absenteeism 2 times Champion

Reason For Leaving : To Achieve Some Thing Called Post

EDUCATION

Bcom. - Passed from Gujarat University. Year – 2002

H.S.C - Passed from GSEB Board. Year – 1999

S.S.C. - Passed from GSEB. Board. Year – 1997

COMPUTER KNOWLEDGE

Proficient with the use of Windows, MS Office and the Internet

STRENGTHS

Diligent and tenacious worker with a deep sense of ethics and integrity

A good team player with an ability to lead a team by example and motivate them to achieve desired objectives

Proven strength in problem solving, coordination with strong analytical skills

Disciplined, dedicated and committed with an ability to easily adapt to changing work environment and technology

PERSONAL DETAILS

Date of birth: 08-05- 1982

Languages known: English, Hindi and Gujarati

REFERENCES

Available on request

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