Graphic Designer Customer Care
Resume:
CURRICULAM VITAE
MANIKANDAN R
***********@*****.***
SUMMARY
To work in a globally competitive environment and to secure a responsible position on challenging assignments that shall yield the twin benefits of job satisfaction and professional growth. PROFESSIONAL DETAILS
Current Employer : Hexaware BPS Technologies Ltd
Duration : 8 Year and 11 months (Working Since Dec-2010)
Role : Process Trainer (Since Dec’15)
Designation : Team Leader
Location : Coimbatore
Process Trainer:
Coached, motivated and developed representatives for all departments.
NHIT / Refresher training / TNI based training / BA training / Welfare training and maintaining the threshold for training batches
Responsible for maintaining training parameters
Responsible for updating and publishing various training reports/dashboards preferably from Telecom background
Successfully certified a team of 332 representatives in various departments
Responsible for updating and adding all product information to an online help system
Administered the new and ongoing training for all departments
Identified the needs for a best customer service & worked to create a training program for the new role
Held weekly meetings to discuss about the difficult scenarios based on customer VOC and call statistics - devised performance plans if necessary
Conducting multiple tollgates in a month to check the associate’s product knowledge
Taking various kind of initiative to improve the best results
Surprise Trivia was conducted in floor to check whether executives are aware about the recent updates
Monthly Wiki was shared to the entire team which is the single reference point for all products
Handle and resolve critical customers problem using research abilities
Monitoring the LCA for new joiners
Analyzing the TNPS based on customer rating
2
Quality Analysis and Integration:
Assessed QA performance – Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems
Designed quality regulations and evaluations based on monitoring of data flow
Taking various kind of initiative to improve the quality scores
Set and verified standards of quality and testing procedures – Reviewed and modified quality assurance programs and tested performance according to user’s specific requests and data inputs.
Prepare knowledge sharing documents on regular intervals and deliver it to the agents
Work with the Functional Architecture team to understand the scope of the project and understand each of the System Requirements and prepare a Test Plan Roles & Responsibilities:
Reliable quality assurance analyst with 3 years’ experience in the high-tech industry offering the following core competencies
Hands-on experience with statistical data collection and quality administration
Strong analytical skills, combined with effective communication, organizational skills and planning ability
Managerial qualities – Time management, project leadership and team work
Independent and self-directed – Can work with minimum supervision Call Center:
Worked as an inbound call center executive for 1 year in PGC customer care for Vodafone process
Handling escalation and irate calls from Platinum, Gold, and HNI customers.
Analysis request/complaint entries to avoid incorrect and incomplete on daily basis
Worked as an VRM executive for 1 year in Vodafone process
Upselling the latest Products to increase the revenue of the company
Ensuring proper capturing of the customer call history
Coordinating with the lead departments to get exact Solutions Role 2:
Previous Employer : Kite Studios
Duration : 1 Year (From July-2009 to Aug-2010)
Designation : Graphic Designer in Paper Advertising, Cbe Roles & Responsibilities:
Understanding the customer requirements and providing a solution
Creative ideas will be shared to the teammates
Created a various kinds of paper ads for Marketing Agencies TECHNICAL SKILL SET
MS Office
Windows XP
Adobe Photoshop/ Adobe Illustrator/ Coral Draw
3
EDUCATION
Degree/Course University/ Institute Year Score
BE (Computer Science) Karpagam College of Engineering 2009 64% Diploma VLB janakiammal Polytechnic College 2006 77% X (SSLC) Shri G.N SAM Matriculation School 2003 58% AWARDS
“The BEST” Award for being the Best in Service Delivery
“Super star” Award received for being the best in Call calibration
“Certificate of appreciation” Award received for superlative product knowledge
“Raising Star” Award for receiving Client Appreciation on handling a critical issue
“Best Customer Service” Award in P&G induction training program
“TTT” certificate received in Vodafone
Won Nokia C3 Mobile for the best performance
EXTRA-CURRICULAR & CO-CURRICULAR ACTIVITIES
Participated actively in technical symposium held in our college
Participated in varies competitions held at school and have won prizes
Participated in one day workshop on “Networks and Hardware Maintenance” AREA OF INTEREST
PowerPoint
HTML
Computer And Networks
Graphics & Multimedia
PERSONAL DETAILS
Father Name : Ramachandran N
Date of Birth : 05-Mar-1987
Languages Known : Tamil and English (Read, Write & Speak) Address : 82, Sri Mariyamman Kovil Street,
Udayampalayam. Coimbatore- 641028.
DECLARATION
I declare that the information mentioned here in my Curriculum Vitae is correct and complete to the best of my knowledge and nothing has been concealed or distorted. Place: Coimbatore Yours Truly,
Date: (Manikandan R)
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