Customer Care Back Office

RESUME

Shaik. Naimuddin Mobile no -- +91-960*******, 917*********

OPP: - KOMMAREDDY FINANCE, Mail id – *********@*****.***

Bandar road,

Bantumilli,

PIN: 521324.

Andhra Pradesh.

Career Objective:

To be a part of the fast growing industry and creating a ‘Niche’ identity by harnessing the professional ability through hard work and determination in all aspects

Work Experience:-

Worked as a Computer faculty GSV Computers in Bantumilli, from 2008 to 2010.

Worked as Training MIS in First Source solutions LTD from –Dec 2010 to Nov 2011.

Worked as Quality MIS in First source solutions LTD (Vodafone Process) from Dec 2011 to Nov 2012.

Worked as a back office associate(MIS) in Mahindra home finance from Dec 2012 to Jun 2013

Worked as a back office associate(MIS) in SKK Imitation Jewellery for 2 years. (2013-2015)

Working as a credit officer at Mahindra home finance (RO) in Vijayawada from 3 year.

Experience details

AS a faculty:

As a faculty explain Computer basics, operating system usage to the students.

Teaching MS-office application, C, C++ languages.

Take care on those who are low in skills, and sharing observations to the students to learn the subject in an easy and soft way.

Explaining the shortcuts to complete the work in a short period.

Teach time management and multi tasking skills to grownup in their career.

Conducting practical session to test their level of knowledge.

As training MIS:

Preparing training calendar for new batches, align new batches to trainers, daily attrition tracker for training batches, daily attendance of the trainees, calculating the batch yield, throughput, certification details., maintain weekly, monthly training HC for the centre.

Preparing TNI for the month, Align refreshers for the associates by category(A,B,C,D,E) wise who are low in their performance, Analysis on refreshers conducted for associates by TL’s, QA’s, and Trainer’s on the parameters to improve their scores on quality parameters.

Helping PS(people soft) central team by sending DMP report, PS data, circle MIS hub report in training on weekly, Monthly basis.

Analysis on trainer performance based on their training after certification 0-30 days on quality parameters, AHT, ATT and refresher improvement for their monthly PMS, preparing trainer utilization, training room’s utilization on daily basis, maintaining team details, Feedback shared to Trainer by trainee reactionary reports to improve the trainer knowledge on which parameter they have to improve.

Preparing training HC(head count) data to help WFM team to plan the monthly WFM HC accordingly, Preparing weekly HC to help Genie team, trainees to get their incentives on time.

Conducting test to trainers, QA’s, TL’s on their product knowledge levels.

Preparing Payroll data for entire team on month ending.

Preparing quarterly reports for the QBR with clients, and sharing with the entire OPS, Training, and Quality teams.

FIRSTSOURCE SOLUTIONS LTD, INDIA

Firstsource is a leading global provider of business process outsourcing (BPO) services offering a wide range of services across banking and financial services, telecommunications and media and the healthcare industry. Firstsource provides services throughout the customer lifecycle, including customer acquisition, customer care, billing and collections, transaction processing and business research and analytics.

Firstsource leverages its Right shoring approach that is best suited to clients’ business. We offer the benefit of our global delivery model across 42 world class centers and over 24,000 employees across India, US, UK and the Philippines. This model allows us to meet the needs of our clients in a timely, efficient and cost effective way

As Quality MIS: -

Responsible for client deliverable like – C-SAT, Internal Quality, External Quality, repeats.

Analysis reports to improve central performance to reach number one position in all parameters.

To manage Quality activities and challenges of allocated process.

To help my team to achieve requisite quality and productivity standards.

C-SAT, Quality, FCR & Interactions (Tagging).

Responsible for knowledge sharing among the agents.

Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

Identifying root cause for DSAT & call errors.

Helping WFM, OPS, Training by providing the appropriate data.

Ensure compliance on all HR Policies.

Grooming subordinates to get promoted to the next level hierarchy.

Review reports and provide coaching as appropriate for individual and team productivity statistics.

Critical Success Factors/Strength’s

Strong interpersonal skills at both an individual and team level

Written and verbal communication skills

Able to adapt to change while maintaining a positive attitude

Exemplary coaching/motivational skills at both an individual and team level

Business focus, which demonstrates an understanding of the company’s and client’s vision, mission and strategy

Values diversity by fostering and showing appreciation for each individual regardless of his/her gender, race, age; and promotes diversity within the team/organization

Strong problem solving and decision making skills

Initiating and administrating rewards and recognition program within the team.

Taking agents through their performance at the end of the shift and ensure that they understand their areas of improvement and excel their metrics

Additional Responsibilities:

Preparing QA Rooster & Pay roll

Help QA’s to finish their Call audits by end of the month with supportive data.

Job Profile at Mahindra home finance:-

Maintaining the data of collection and recovery for overall AP branches.

Intimate the Collection executives and management where is the lack to improve the business.

Helping the management in their daily, weekly and monthly reports.

Helping the team in their work and generating the business codes in software applications.

Job Profile at SKK Imitation jewelery:-

Maintaining the data of collection and recovery for overall AP branches.

Intimate the marketing executives and management where is the lack to improve the business.

Helping the management in their daily, weekly and monthly reports.

Job Profile at Mahindra home finance:-

First cases files checking.

CERSAI entry.

Part cases data approval process.

First cases approval process.

MIS preparation of collections.

NPA checking and other reports.

Education

B.com (comp)

1 year diploma course in NIIT institute of Hyderabad.

Achievements:

Best MIS across all south centers for the month of Mar’11 to Nov’2011 in training.

Received good compliment from ISO certification auditors for maintain the data perfectly in training.

Maintaining accurate data.

Career Objective: -

To seek a challenging and bright career in service industry, and maintains teamwork for the growth of company as well as myself.

Positive Points: -

a)Working hard with team spirit

b)Willingness to learn new things

c)Quick learner, Innovative

Summary: -

Motivated and result oriented person, with good communication skills

Good Analytical abilities, quick grasping power, and zeal for learning new things.

Willingness and ability to adopt and learn new technology.

PERSONAL PROFILE:-

Name : NAIMUDDIN.SHAIK

Father’s Name : SIRAJUDDIN.SHAIK (LATE)

Date of Birth : 16- APRIL -1980

Sex : Male

Nationality : INDIAN.

Languages Known : English, Telugu.Hindi

Permanent Address : SHAIK.NAIMUDDIN

OPP: - KOMMAREDDY FINANCE,

Bandar road,

Bantumilli,

PIN: 521324.

Andhra Pradesh.

Hobbies

Playing volley ball, caroms & Listening Music

Declaration:

I the undersigned Naimuddin hereby declare that whatever stated above is true to the best of my knowledge.

Date:

Yours faithfully,

Place:

(Naimuddin. Shaik)

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