Cbse Bpo
Resume:
VIBIN
*********@*****.***
Career Summary
• Over 08 years of experience in the areas of BPO/ITES, Domestic and International Inbound and Outbound campaigns, Application Support, Process Management, Operations and Team Management.
• An out-of-the-box thinker with a flair for identifying & adopting emerging trends & addressing industry requirements to achieve organizational objectives and profitability norms.
• Adaptness in providing guidance and leadership to staff in accordance with specified campaigns objectives.
• Exceptional communication, presentations & mentoring skills with distinguished abilities in leading teams for delivery procedures and service standards for business excellence. Key Responsibilities
• Support the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied
• Accurately represent their business units’ needs to the project/program team
• Validate the requirements and deliverables that describe the product(s) or service(s) that the project/program will produce
• Bring information about the project back to the customer community
• Provide input into and/or create and execute user documentation and training material
• Guide other professionals on the project/program to ensure the content is accurate
• Resolve issues relevant to project deliverable(s) within their area of expertise Obtain or provide approval for changes to rules, processes and policies Handling on-boarding calls for enhancing the service delivery.
Key Strengths
Possess Good Communication skills and positive self-motivated always Energetic. Target Oriented and Target Adherence Presentation skills from carrier level. Achievements
• I have been certified as a Top Performer for the client Net Satisfaction Score by our PROCESS CLIENT.
• I have received Multiple Appreciation mails from PROCESS DPE, PROCESS HEAD and CLIENTS.
• I have been rated highest ranking in my stacks for continuous 2 months as 100%.
• Frequent feedback about the process for clients which was appreciated by the technical Management and clients.
• Successfully headed the training program for one of the major BPO service providers. Technical Skills
Networking Skills Wireless Router,WLAN,LAN,MODEM, GPRS, 3G, 4G, Bluetooth Operating Systems Windows 98/2000/2003/XP/2007/2008,Windows7/8 and 10, MAC,LINUX
Others MS Office, System assembly, Re-Routing, Troubleshooting etc. Professional Experience
Cadent info solutions Pvt ltd, Chennai, India Jan 2012 - Sep 2017 Client: Bell Canada Application, Support/Client Support Description
• Contacting Bell Network customers by phone or with written correspondence to resolve their issue.
• Giving technical support according to their queries
• Maintaining departmental service levels and resolving all customer concerns in a timely manner.
• Problem-solving cases and trends in escalations received and generating ideas to help reduce escalations.
• Identifying opportunities within escalations and validating if a process or policy needs to be changed or adjusted.
• Working with internal departments to investigate complaints that are received to ensure we're not only resolving the escalation, but preventing future escalations. Environment: DVR, LAN, WLAN, Net gear, Cisco Routers
Acumen Technologies Private Limited, Bangalore, India Oct 2017 – Present Client: Blue Cross Blue Shield (BCBS), Senior Customer Relationship Officer (CRO) Description
• Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas
• Responsible for improving customer retention through programs and service provided to the customer
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests
• Receive and document customer concerns
• Attend all required meetings
• Adhere to and ensures all company policies and procedures are maintained
• Refer unresolved customer grievances to designated department for further investigation and resolution
• Other duties as assigned
Education
• Vivekananda Kendra Vidyalaya,Lambaline,Andaman And Nicobar Islands 2004
- AISSE X(CBSE)
• Vivekananda Kendra Vidyalaya,Lambaline,Andaman And Nicobar Islands 2006
- AISSCE XII(CBSE)
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