Bpo Technical Support
Resume:
Narayan Shrinivas Krishnan
****************@*****.**.**
Profile
Worked with Teleperformance, Indore as a Technical Support Executive handling Global Technical Support and providing end to end solutions to the clients.
Key Skills
Self confident, good communication and intellectual skills, logical approach & innovative ideas, self discipline, ability to stay focused towards set objectives, ability to adapt to changing environment & take challenges.
Interpersonal and people skills with creative & strategic thinking.
An efficient communicator, capable of working independently or contributing to collaborate efforts of team, having throughout work habits, reliability, professionalism and quick learning.
Recent Job Responsibilities
Worked as Technical Support Executive at Teleperformance (2019 – 2020)
Handling calls from customers, Global Technical Support
On call troubleshooting with customers and resolving their issues related to websites and business emails
Addressing customer grievances and providing best possible solutions to them while maintaining call quality and customer satisfaction ratio
Communicating product related updates to customers
Promoting different products and doing up-sell on call
Job Responsibilities Handled Earlier
Worked as a Team Leader at Firstsource Solutions Ltd. (2007 – 2012)
Monitoring team performance on regular basis and providing regular feedbacks to them to achieve predefined targets.
Monitoring calls of team members on daily basis and providing daily feedbacks to them.
Always staying close to team and doing regular meetings with them to understand their problems.
Managing the team in a proper manner to meet the shrinkage and attrition targets.
Taking care of the quality of service and customer satisfaction ratio of team members. Encouraging them to take excellent calls in order to get the best output.
Guiding team members with the best ways to provide customer satisfaction and ways to handle customers concern.
Providing roll outs to team on a timely basis so as to avoid any confusions/communication gap.
Handling team concerns with respect to their leaves, shift timings, problems arising on achieving targets etc.
Planning and implementation of activities to improve team bonding, management of work and process and people concerns.
Also, in absence of Manager have taken care of entire floor and helped the process to grow more.
As a part of Voice of Customer (VOC) team, have provided suggestions to clients on customer’s valid demands so as to improve customer satisfaction ratio and to curve down the gaps and make the process stable.
Have done real time que management and helped in achieving service level targets.
Have taken sessions of team and entire floor on improving customer satisfaction ratio and quality scores.
Also, have provided trainings to OJT (On Job Training) batches, to make them take excellent calls within a short interval of time.
Also, have taken process trainings of batches during high recruitment time.
Worked as an HR, Admin & Finance Executive at Metal Crafts Constructors (2012 – 2013)
Recruited new employees to the organization as per the business requirement through proper interview process.
Forwarding data of new joined employees to the Head Office on a regular basis.
Arranging for appointment letters of joined employees from concerned department.
Helping in completion of all joining formalities.
Taking care of timely completion of Annual Increment Program and proper implementation of the same.
Arranging for all administrative facilities for smooth functioning of organization.
Checking the feasibility and accordingly fulfilling the requirements raised by different departments promptly and within time.
Maintaining the monthly office administrative expenses within the approved funds.
Keeping track record of all the bills, expenditure and other miscellaneous expenses and reporting the same to Head Office.
Arrangement of transport facilities at the time of emergency situations.
Processing the invoices of suppliers (related to local purchase) and local services like vehicle hiring, manpower supply etc. and preparing payment vouchers for the same, preparing the payment cheques etc. and maintaining data base for the payments done.
Handling of site imprest for small scale purchases/site expenses.
Worked as a Sr. Technical Executive at Wipro Ltd (2013 – 2016)
Handling queries and complaints of customers from US and Canada for HP printers.
Installation of softwares on computer
Performing troubleshooting on computer
On call troubleshooting of the issues and providing end to end solution to customer’s concern.
Efficiently communicating with customers to improve quality and customer satisfaction.
Worked as a Team Leader cum Centre In Charge at Ayushakti Ayurved (2016 – 2018)
Handling entire operations and administration activities of one of the centers of Ayushakti Ayurved Pvt. Ltd.
Responsible for the sales and revenue growth of Ayushakti center.
Planning and implementation of different plans to achieve set targets and improving client base.
Strategizing various plans for the marketing of Ayushakti products.
Monitor the inward and outward stock movement at center.
Co-ordinating with different vendors for fulfillment of various requirements at center.
Arranging camps at different locations to spread awareness about Ayushakti and its facilities.
Properly organizing and arrangement of requirements of center.
People management – Managing the entire staff, their rosters, salary, incentives, leaves, attendance and other grievances.
Proper and timely reporting of required data to the senior management.
Processing the invoices of suppliers (related to local purchase) and local services like vehicle hiring, manpower supply etc. and preparing payment vouchers for the same, preparing the payment cheques etc. and maintaining data base for the payments done.
Handling of site imprest for small scale purchases/site expenses.
Work Experience
1) TELEPERFORMANCE, INDORE
Duration: 1 Year 6 Months
Period: June 2019 to December 2020
Profile: Technical Support Executive, Worked as a Technical Support Executive (International – Global Support) for Yahoo Process. Handling calls of customers from all around the globe, mainly US based. Providing technical support to customer for their website related issues and handling other grievances. Also, promoting the products as an Up-selling to the customers.
2) AYUSHAKTI AYURVED PVT. LTD.
Duration: 1 Year 3 Months
Period: September 2016 – January 2018
Profile: Team Leader cum Centre In-charge, Worked as a Team Leader cum Centre In-charge handling the operations, administration, sales and marketing for Ayushakti centre. Maintaining inward and outward stock details and order as per requirements. Planning and strategizing various methods for the growth of Ayushakti centre. Arranging camps at different locations to spread awareness about Ayushakti and its products. Responsible for the income and expenditure of Ayushakti centre.
3) WIPRO BPO LTD.
Duration: 3 Years
Profile: Sr. Technical Support Executive, Worked as a Sr. Technical Support Executive (International - US) for Hewlett Packard Process. Handling calls of customer’s from US and Canada. On call troubleshooting of printer issues and efficiently communicating with customer’s to improve quality of service and customer satisfaction.
4) METAL CRAFTS CONSTRUCTORS PVT. LTD.
Duration: 11 Months
Period: May’ 2012 to April 2013
Profile: HR and Admin Executive, Worked as an HR and Admin Executive and handling entire HR and Admin related concerns in the organization i.e. recruitment of employees, preparing and maintaining salary related data, keeping track of office expense, coordinating with different suppliers for office requirements, proper and accurate utilization of allotted funds and other miscellaneous requirements.
5) FIRSTSOURCE SOLUTIONS LTD. (BPO), Indore, - Firstsource is one of the topmost BPO (call centre) company across India handling customer service helpline of several service providers.
Duration: 4 Years 6 Months
Period: October 2007 to May 2012
Profile: Team Executive
Worked as a Team Executive (Operations) supervising a team of 20 associates; looking after their quality of work, customer satisfaction ratio, supervising their daily job responsibilities, managing their leaves and taking care of proper execution of all job responsibilities. Guiding team to achieve preset targets by effective planning of activities and managing all people and process related issues. Managing the team in a very planned way to achieve shrinkage and attrition target of the team as well as for the floor.
Academic Background
Passed B.Com. (Computers) from D.A.V.V. University in September 2011 with 63.47%.
Computer Proficiency
Good knowledge of MS-Office applications i.e. MS-Excel, MS-Word, MS-PowerPoint, Outlook etc.
Good at internet surfing and e-mail drafting
Good typing speed in English
Personal Information
Date of Birth: April 18, 1988
Languages Known: English and Hindi
Nationality: Indian
Hobbies: Reading and listening to music.
I have a passport, so I am open to any job abroad as well.
Passport Number: T3836314
Valid Till: 22-04-2029
Narayan Shrinivas Krishnan
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