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CURRICULAM VITAE

MANIKANDAN R

adgizm@r.postjobfree.com

91-784*******

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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