Mahima Singh

E Mail: adjdzs@r.postjobfree.com Contact: +918*********

To be a part of a challenging team which strives for my growth and provides me with ample opportunities to excel my skill and ability for the success of the organisation.

ACADEMIA

BE from Sri Venkateshwara College of Engineering, VTU University 2013.

ORGANISATIONAL EXPERIENCE

Since July ’2013 till date

Career Path

Global Trainer/Team Coach with Workplace Options (May’16 – Till date)

-Train the new hires on process and soft skills with relevant training methods.

-Training the employee on updated software and tools.

-Conduct online training sessions for new hire and employee on the services and process designed.

-Develop, maintain and deliver support center process, KPI and client satisfaction improvement.

-Cross training and "Back to basic" training sessions for consultants.

-Providing and assisting with Microsoft Office applications

-Provide regular feedback on the trainee’s progress including achievements; identify and articulate any areas for improvement as early as possible and take appropriate steps to facilitate improvement in performance.

-Train using written and visual forms necessary as per company's training requirement.

-Inspire and relate by telling stories to engage the classroom for effective training session.

-Preparing the training materials and aids in line with Learning and Development team.

-Plan and prepare for assessments and make sure they take place at a reasonable pace that reflects your trainee's progression.

-Monitor and evaluate calls to determine common challenges/errors. Prepare manual for training refresher.

Senior Customer Service executive with PRGI (Focus Services) (Oct’14 – Dec’15)

-Responsible for solving quality issues and training the team with feedback and changes to systems and procedures.

-Monitor Calls for the voice support & customer service to ensure Quality and to drive customer satisfaction and sales.

-Train the team on the performance and behaviour issues and follow up checks to ensure it is being followed.

-An effective communicator with excellent relationship building & interpersonal skills. Strong analytical and problem solving abilities.

-Worked as backened support for updating and generating reports.

Customer service executive with Aegis (Sep’13 – Aug’14)

-Used to handle calls from the customers and convince them to add additional cross sales offered on the call.

-Was given additional responsibility to handle “sales call-backs” for the team.

-Handle client escalations on a day to day basis

-Adhering to Process SLA.

Attainments:

Completed "Train The Trainer" course at WPO.

Achieved the “A” rating every month by adhering to all SLA’s and take away maximum incentives every month.

In recognition of the consistent performance, was given additional responsibilities of monitoring calls to identify issues and train the agents accordingly.

Strengths and Skills:

Ability to work in a dynamic work environment, optimistic, flexible, effective communication skills, ability to build good interpersonal relationships, willingness to learn, sincere and committed.

Conceptually strong person with ability to learn, deliver under aggressive time targets, quick learner.

Has a flair to learn new things and to take up new challenges and versatile enough to get adjusted to all kind of working environment.

Ability to handle multiple tasks and work collaboratively regardless of team.

Confident of dealing with a range of people across different regions.

Computer SKILLS

Sound Knowledge in MS Excel, MS Word, windows.

Good technical knowledge.

PERSONAL DETAILS

Date of Birth : 21st March 1992

Contact : adjdzs@r.postjobfree.com

Cell 1: +918*********

Nationality : Indian

Sex : Female

Marital Status : Single

Languages Known : English and Hindi.

Hobbies : Dancing and Traveling.

Permanent Address : Lotus Residency

16th main

BTM 2nd stage

Bangalore-560076

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

Thanking You,

MAHIMA SINGH

Contact this candidate