Linda Florentius K.A
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:
• 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
• 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
• 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
pursuing Bharathiyar university-
school of distance
BE Computer Science 2017 Coimbatore Institute of
to anna university –
X11th 2013 Avila Convent
Xth 2011 Avila Convent
• 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
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.
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]