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Executive Back Office

Location:
Mumbai, Maharashtra, India
Posted:
September 23, 2020

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Resume:

JOB OBJECTIVE

Seeking Challenging Assignments that would enable an opportunity for me to showcase my skills and aptitude as well as bring out the best of my abilities.

PROFILE SUMMARY

Dynamic, Competent and Result Oriented Professional with 14yrs of experience, Back Office Operations related to Customer Service.

An Effective Communicator with excellent hold on tools used for data collection, analysis and presentation.

Adept in increasing organization revenue by reducing errors in process executions and creating a delightful customer experience.

CORE COMPETENCIES

PEOPLE MANAGEMENT

CRISIS MANAGEMENT

CONFLICT MANAGEMENT

TEAM MANAGEMENT

PROCESS DEVELOPMENT

EXPERT IN MS OFFICE.

ORGANIZATIONAL EXPERIENCE

FABTECH TECHNOLOGIES INTERNATIONAL LTD. AS AN ASSISTANT SECRETARY (From April 2018 till date)

Responsibility

Maintaining the Directors Calendar.

Fixing appointments.

Reminding the Director on things to be done.

Attending call for the Director

Preparing offers

Maintaining sales data base in excel

Updating Fresh sales app

Coordinating through emails

INTERACTIVE MARKETING: (From June 2017 till April 2018)

Responsibility

Relationship Manger:

Selling Vodafone Lease line, Sim cards, Data cards to customers.

Managing customer accounts resolving billing disputes.

VODAFONE INDIA PVT LTD., MUMBAI, MAHARASHTRA AS SERVICE SR EXECUTIVE (From August 2004 to till May 2017)

Responsibility

Senior Activation Officer:

To maintain the smooth flow and implementation of the activation process for South Zone.

To achieve the goals of TAT (Turn Around Time) for the zone set by Zonal Lead.

Maintain Inter-Departmental (Sales, IT and FA Department) Communication to manage the smooth flow and implementation of the activation process.

Manage External Customers (distributors and dealers) expectations.

Audit, Analysis, Review, and Educate the Agency Personnel involved in the implementation of the process.

Prepare Reports and Analysis related to the process, to support the Zonal Lead.

Prepare and maintain the team roster.

Educate and implement Organisation’s Health Safety and Welfare Standard Operating Procedure at the Agency site.

Provide new ideas to improve the process and in turn reduce TAT.

To manage escalations from both internal and external customer.

CRM Team Executive:

Tested new services to be launched and prepare reports related to success and failure of the new services.

Enterprise Back Office Executive:

Managed Corporate Customer’s along with their Relationship Manager, visited them to resolve escalations, understood service related grievances and provided resolution.

Conducted Audits on emails and reversals made by the Outsourced Agency.

Prepared presentations and case history to help in reducing errors and improve quality.

Complaint Team Executive:

Resolved customers’ grievances, reworked on bills, processed billing reversals.

Corporate Request Executive:

Attended requests of activation/deactivation of services, request of transfer of accounts or market move, etc.

Audit Team Executive:

Audited complimentary services and reversals passed by frontline executives, helped reduce the company’s revenue loss, provided suggestions to decrease the number of frontline request for payments and replaced it by automation.

Retention Executive:

Handled customer service cancellation request through emails or calls. Used retention tools to avoid churn and retained customers.

Managed Outsourced Retention Mailing Team’s performance, reviewed and provided guidance to the team to improve productivity. Implementation of Organization’s Best Practices.

Outbound Team Executive:

Managed Outbound Team of Outsourced Agency, Analyzed, Reviewed, provided Guidance to improve efficiency and Conducted Audits.

Network Complaint Executive:

Took Network Related Complaints from customers and provided them with resolutions.

Call Centre Executive:

Responded to inbound calls from customers related to Billing Complaints, activation/deactivation queries, etc.

Achievements

Played Key-Role in process improvement which contribute to reduction of TAT time.

HSW Award for South Zone 2017.

Best Activation Officer for South Zone for February and June 2017.

Certificate Received for completing the Highest Number of E-Learning Courses in Vodafone-Mumbai Circle for January 2015.

Best Activation Officer for October 2014.

Part of Activation Team which contributed in making Mumbai Circle Number 1 in Activation across the country.

Super Performer during November 2009, Back Office Corporate Assist Request.

Super Performer during Jan-April 2008, Retention.

2) ACTIVE INFOTECH, MUMBAI AS SALES AND SERVICE COORDINATOR (FROM JAN 2004 TO AUG 2004).

3) UNIX ELECTRONICS INDIA PVT LTD, MUMBAI AS COORDINATOR (DECEMBER 2000 TO JANUARY 2004)

4) P.C. TECHNOWLEDGE CENTER, MUMBAI AS DATA ENTRY OPERATOR FROM JUNE 2000 TO DEC 2000)

5) PAMAC FINSERVE PVT LTD AS TELE VERIFICATION EXECUTIVE (FROM MARCH 2000 TO MAY 2000)

EDUCATIONAL QUALIFICATIONS

2002 Diploma Course Freedom2K course from CMS Computers and Diploma in Software Management from CMS Computers.

1999 Bachelors In Commerce (University Of Mumbai Course) From St Andrews College.

OTHER SKILL DEVELOPMENT COURSES:

Completion of Harvard Management Mentorship Course in 2015.

PERSONAL DETAILS

Date of Birth : July 13, 1978

Address : B.D.D. Block No. 38, Room No. 80, 3rd Floor, Worli, Mumbai- 400018.

Marital Status : Married

Kids : One

Interests : Reading, stitching, drawing, listening to music.

Extra-Curricular Activities : Singing in the church choir.



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