Jharkhand Warehouse Manager
Resume:
Vikash Kumar Sharma
Address:
Near Jubilee college,Budh Bazar
Bhurkunda, Ramgarh (Jharkhand)
Mobile No.: +91-834*******
Mail. I’d : **************@*****.***
PERSONAL DETAILS
• DOB:13th of March 1988
• Caste: Hindu
• Marital Status : Unmarried
• Languages Known: Hindi, and English
• Hobbies: Searchi new Gadgets, Driving, Meet New
People
EDUCATION
Bachelor in Business Management from Bangalore University Intermediate in commerce from Jubilee college Bhurkunda. Metriculation from KKC high School,Sayal.
COMPUTER
SKILLS
• Hardware
• Computer parts assembling ( Assemble PC )
• Trouble shooting
• Software
• D.O.S., Windows
• Microsoft Office
• Adobe Page maker
• Multi media software
• Internet
• Searching and surfing
• High speed Data Transfer, Email, etc.
EXPERIENCE Currently worked in Quess Corp Ltd as a vocational IT trainer in public High school kuju,Ramgarh,Jharkhand from March 2019 to 30th June 2021. Previous experiences
Ziquitza Health Care Limited
Location : Ranchi ( Jharkhand)
Post : CDC Auditor (from 15th Nov 2017 to 25th April 2018) CDC Team Leader ( from 26th April 2018 to 16th March 2019) Concentrix pvt.ltd.
Location : Ranchi (Jharkhand)
Post : Team Lead– Operations
Joined : 18th June 2010 to 31st May 2017
• Handling team of 25 customer support executives.
• Responsible for their performance as well quality improvement.
• Creating daily MIS data and monthly MIS for Review with GM.
• Analysis of data like repeat calls, Abandon calls, IVR misrouting calls, Avoidable, daily dipstick and etc.
• Handling client escalations and so communicating with client on various operations KPIs.
• Taking training for various products and processes.
• Handling calls escalated from escalation desk to provide FCR to customer.
• Real time management of staffing of 80customer support executives with their login and break schedule to achieve SL (Service Level).
• Suggesting findings for improvement in quality scores, ICF scores, SL, Occupancy, reduce repeat calls, etc to my Manager.
• Giving regular coaching and feedback to CSR to improve their performance.
• Other extra mile activities for Team Motivation.
• Creating weekly schedule forecasting and keep an eye on adherence of it.
• Maintaining floor discipline and INFOSEC policy.
• I have successfully completed a STAR TEAM LEDER
CERTIFICATION COURSE conducted by a very well know training organization ONTRAC.
• Handling team of 35 customer support executives.
• Responsible for their performance as well quality improvement.
• Creating daily MIS data and monthly MIS for Review with GM.
• Analysis of data like repeat calls, Abandon calls.
• Handling client escalations and so communicating with client on various operations KPIs.
• Taking training for various products and processes.
• Handling calls escalated from escalation desk to provide FCR to customer.
• Real time management of staffing of 80customer support executives with their login and break schedule to achieve SL (Service Level).
• Suggesting findings for improvement in quality scores, ICF scores, SL, Occupancy, reduce repeat calls, etc to my Manager.
• Giving regular coaching and feedback to CSR to improve their performance.
• Other extra mile activities for Team Motivation.
• Creating weekly schedule forecasting and keep an eye on adherence of it.
• Maintaining floor discipline and INFOSEC policy. Achievements
• Joined Aditya Birla Minacs Worldwide Limited as a customer Care Executive and got pramoted to Scenior Supervisor within 9 months.
• Got 3 times WOW call certification as customer Care Executive and 3 times as Senior Supervisor.
• Certified as Star team Leader on ONTRAC STAR
CERTIFICATION.
Vikash Kumar Sharma
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