RUMESA FIRDOSE

adi565@r.postjobfree.com

Phone: 966-***-****

# *** *** *****

Adithyanagar, Chikkabettahalli

Vidyaranyapura

Bangalore 560097

CAREER OBJECTIVE:

Looking for a challenging career in a leading corporate which would also help me in upgrading my current skills, knowledge and to work towards the progressive growth of the organization, where I can have an ample scope for learning and to achieve proficiency in the field, utilizing my fast learning ability with the benefit of job satisfaction.

MAJOR STRENGTHS:

Can work efficiently in a group as well as an individual and easily adaptable to situations.

Very eager to learn new things and to work in global environment.

Good team member.

Ability to deal with customers diplomatically

Self-motivated

ACADEMIC QUALIFICATIONS:

Course

Name of University/Institution

Year of Passing

Percentage

B.E

(IS)

Visvesvaraya Technological University, Belgaum.

K.N.S Institute of Technology, Bangalore, Karnataka

July 2009

65%

(aggregate)

P.U.C

Pre-University Education Board, Bangalore

M.L.A College,Bangalore., Karnataka.

April 2005

61.66%

S.S.L.C

Karnataka Secondary Education Board, Bangalore.

New Carmel English School, Bangalore, Karnataka

March 2002

74.24%

SOFTWARE EXPOSURE

Operating system: Windows 98, WindowsXP.

Languages: C, C++ and Java

TOTAL WORK EXPERIENCE:

5 years 2 months.

Worked as Quality Advisor for Concentrix (formerly known as Convergys India Pvt Ltd from April 2017 till Dec 2019.

Worked in Infosys Ltd. as Process Executive for British Telecommunications from Feb. 2013 to Dec 2013.

Worked as Desktop L1 engineer in Wipro Limited for 1.8 years (from Oct 2009 to Jun 2011).

Roles and Responsibilities in Concentrix

Provide development analysis and relevant data extraction by utilizing various resources via web-based and existing system.

Perform statistical analysis on data to evaluate and isolate the critical factors influencing trends and relationships of variables to drive improved results.

To audit the number of calls given by the clients on daily basis.

Record feedback and to let the customer service representatives know about his/her areas of improvement.

Bring in necessary changes to the process and constant updating of process.

To check whether the CSR has incorporated knowledge and competence.

Attend call calibrations and provide recommendations.

To work on special projects to find the root cause of the issue and provide suggestions and recommendations to improve the process and increase the customer satisfaction.

Key Responsibilities in Infosys

Managing client communications is the chief responsibility as a process executive by providing quality service.

Being the first point of contact for all problems related to the customers account, Performing administrative functions and Updating client accounts.

Main responsibility involves setting up telephone lines, broadband and the vision for UK based BT customers who had their orders placed/backlogged.

My role is to take their data from a spreadsheet in Microsoft Excel and enter it into a web browser based system known as "One View" - if there were any problems such as a possible charge or an appointment date etc, I am also required to call.

PERSONAL DETAILS:

Name Rumesa Firdose

Date of Birth 10-10-1987

Sex Female

Marital Status Married

Language known English, Kannada, Urdu, Hindi

My Hobbies Listening to music, collecting famous quotes.

DECLARATION:

I hereby declare that the information furnished above is true to the best of my Knowledge.

Place: Bangalore

Rumesa Firdose

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