Linda Florentius K.A

Mobile: 636*******

Email: adqjiw@r.postjobfree.com

OBJECTIVE

A highly organized and hard-working individual looking for a responsible position to gain practical experience from people in different walks of life. EXPERIENCE

Genpact India private limited September 2018 - Till date Process Developer

Exp: 3 Years.

Location: Bangalore, India (Pritech Park Sez)

Experience and Roles:

Technical support:

• Worked as a technical analyst, trouble shooting and resolved the issues with FCR (First call resolution) as an L1

• Providing warranty support in Tamil and English

• Worked on the different LOB’s bases on the company requirements. Customer response specialist (Warranty SME):

• Promoted as L2(escalations team) Managing warranty escalation as an L2.

• Co-ordinate with India depot team for courier and replacement related issues.

• Co-ordinate with Level 3 escalation team for resolution on the issue above my access

• Responsible to notify L3 about critical threats against Intel in calls, emails, social media

• Mentored the fresher’s and trained on the process and gave complete downloads to the new team hired.

• Providing resolutions to the query in the cases escalated and de-escalate them within the SLA.

• Processing refunds for the units that are out of stock

• Co-ordinate with planners to ship the unit from overseas depot to India depot

• Conduct mock calls to the new hires to check if they are ready for the live call and providing feedback based on the mock call

• Monitor the calls of new hires and providing feedback on the area of improvement.

• Providing the scores to agents on the cases handled.

• Performing live audits to check the quality.

• Dsat Analysis

• Training the new hires on the tools

TOOLS:

• Salesforce

• Intel Depot Management System (DMS)

• Western Union Business Solutions (WUBS) Global Pay

• Basic Excel

CERTIFICATIONS AND AWARDS

• Promoted as warranty Subject Matter Expert (SME)

• Won rewards and recognition for excellent performance

• Consistent in achieving the best performer every month

• Promoted as Process developer in 2021

• Completed several certifications related to job profile

• Proposed lean ideas for process development, and implemented them

• Consistent performance in quality and exceeded process expectations throughout

• Achieved ‘Green Belt’ certification

College Recognitions:

• 2nd place in chart presentation at CIET

• 3rd place in paper presentation on “3D Password” at CIET EDUCATION:

Course Year of Passing University/School % scored

MBA-Marketing

Management(correspondence)

pursuing Bharathiyar university-

school of distance

education

pursuing

BE Computer Science 2017 Coimbatore Institute of

Engineering and

Technology (affiliated

to anna university –

Chennai)

62%

X11th 2013 Avila Convent

Matriculation Higher

Secondary School

77%

Xth 2011 Avila Convent

Matriculation Higher

Secondary School

87%

PROJECTS:

• Time is brain

Designed and created a game for creating awareness about stroke

• Hotel management

Created a webpage with all the information about the hotels in Coimbatore

• Student timetable

Android app that contains the timetable of all the classes

• My first site

Created my own Heroku app and deployed it in GitHub STRENGTHS

• Good communication skills

• Eagar to learn new things and reliable

• Willingness to learn, positive attitude and confident

• Time management

• Flexibility and adaptability

PERSONAL PROFILE

Father’s Name: K.A. Antony

Date of Birth: 19.06.1995

Place of Birth: Kerala, India

Language Known: English, Malayalam, Tamil.

Interests: Cooking, Playing console games.

DECLARATION

I hereby declare that the information furnished above is true to the best of my knowledge. Date:13/9/2021 Signature

Place: Coimbatore [Linda Florentius K.A]

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