Customer Quality

Michaeline A Pramila *****************.***@*****.***

************@*****.***

Career Objective

Seeking an Exciting, Challenging and Stimulating work environment conducive to personal and professional development and a satisfying work experience. Looking for an exponential growth in the near future.

Professional Profile

MBA, B.A with around 9+ years of experience in areas of Tele-calling, Administration Support etc., Possess excellent collaborative and interpersonal skills with proven abilities working as a team player.

Work Experience

Sutherland Global Services (P) Ltd, Chennai –Sep ’06 to till date

Standard Chartered Bank (Through Sambandam Associates), Chennai – Jan 03 –Aug ’06.

SRM Group, Chennai – Jun 99 – Dec ’02.

Areas of Exposure & Expertise

Managing Client / Management Reports on a Daily, Weekly, Monthly and QTD Wise.

Generating Reports based on program driver metrics.

Exposure in generating day/Tech/TL/TM Wise Performance Reports which impacts Revenue.

Preparing Revenue data’s like (Billing Report, Site Wise Report, Daily Revenue Report, etc...)

Downtime with corresponding Revenue loss for process.

Maintaining accuracy and timeliness of Reports being sent to Client’s & Management.

Manage call routing process and Email support.

Exposure in end to end management of Credit card verification process.

Evaluate and develop customer relationship process.

Held positions across verticals for preparing and publishing MIS reports.

Expertise in overall administration and support process.

Exposure to client survey.

Expertise in FMEA audits, reports and exposure to develop redundant mechanism.

Hands-on experience with statistical data collection and quality administration.

Strong analytical skills, combined with effective communication, organizational skills and planning ability.

Responded promptly and answered/resolved customer inquiries and complaints.

Investigated and resolved service issues and/or product problems.

Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.

Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.

Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.

Supplied customers with written responses and information and followed up on customer communications.

Intra personal skills

Ability to bring value addition to the organization through objective thinking and positive attitude.

Invest time in building relationship with an attitude of respect.

Effective communication with analytical and problem solving and demonstrating active listening skills

Have the passion for excellence in the field of customer relations

Exposure in data mining and analysis to identify root causes of issues

Organized – Ability to multi-task and prioritize effectively.

Adaptability and ability to work under pressure – Time management.

Effective problem solving abilities.

Knowledge of handling customer issues.

Agile, sharp, able to improvise.

Professional attitude.

Educational Qualification

Masters in Business Administration (Finance) 2006

- SRM Engineering, Chennai

Bachelor of Arts 1994

- Stella Maris College, Chennai

English Typewriting – Higher (First Class Pass out)

Technical Skills

User Level Knowledge with MS-Office, Internet.

High Speed Typing.

Personal Details

Contact Address : No.1/1c, Kasturi Apartments,

Dhandeeswaram Nagar 7th Main Road,

Velachery,

Chennai – 600 042

Father’s Name : Late P. Anthony Swamy

Date of Birth : April 10, 1973

Hand Phone : 893-***-****/790-***-****

Designation : lead quality

Email address : ************@*****.***

*****************.***@*****.***

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