Surendra kumar

E-mail: adr0b3@r.postjobfree.com

Mobile: 779*-******

Career Summary

Experienced Spanish language expert, translator, customer service, sales, and operations to stimulate growth and realize organizational objectives and interpreter skilled in Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Time Management, and Microsoft Office.

Capable of building and maintaining professional relationship with clients for business

excellence.

Highly competitive, self-starter, disciplined and goal oriented professional.

Hardworking nature, ready and willing to upgrade and work hard for it.

Excellent communication and interpersonal skills, and ability to motivate peers.

Adaptable and a quick learner, possess skills to work under pressure.

Team player with strong analytical & organizational abilities and customer service skills.

Flexible enough to function under both team management as well as individual role efficiently.

Work Experience

Company: Urban Company, Gurugram, Haryana

Designation: Sr. Executive –Spanish language – Operations

From: March 2022 – Till now

Handled day-to-day US Teleservice process received from service agent and ensure the SLAs are met

Communicated precisely and regularly with customers, potential customers, and account managers on a variety of topics, including sales, the status of projects and cases, and problem-solving.

Served as liaison between client and service team

Prepared and maintained files, correspondence, documents, and other information related to the project in Spanish

Educated the customer where applicable to prevent the need for future contacts and documented interactions through contact tracking app AMEYO

Acknowledged jobs from the clients and assigning to the production team with the time frame.

Spanish to English translation support

Created standard defined reports i.e., weekly reports

Maintained a customer satisfaction score of 88% and Resolution rate of 68%

Documented, resolved, and closed trouble tickets in a timely manner.

Company: Krishna suncity Teakwood exports, Guayaquil, Ecuador

Designation: Exports sales Operations Manager – (Spanish to English Interpreter)

From: Jan 2017 – Feb 2022

Coordinating with clients from LATIN AMERICA (Ecuador, Peru, Colombia, Brazil)

Expertise in Document translation (English-Spanish & Spanish-English)

along with Simultaneous/Consecutive Interpretation for

Corporate/Individual meetings/webinars/seminars etc.

Visiting Teakwood plantation sites

Translated and transcribed Spanish language communications data to

facilitate understanding to the target audience

Dealing with local teakwood vendors and detailing on quality of the wood

Allocation of agents, heavy equipment machineries

Company: VODAFONE SOUTH LIMITED, A.P, INDIA

Designation: In House CRM & Transition Manager, Corporate Trainer

From: SEPTEMBER 2014 to AUGUST 2016

Job responsibilities:

The job involved providing Training to Vodafone Employees.

External employees like Call centres – Trainers, Quality members, Team leaders, Executives, Relationship Managers, Outbound and Inbound Call centre executives who are associated with Company.

Improves training effectiveness by developing new approaches and techniques, making support readily available, integrating support with routine job functions.

Training the induction batches.

Being an active part of sessions & meetings conducted by client, discussing & contributing to training plan for the future.

Responsible for end-to-end seam less transition of processes moving from Stores in various locations to India owning them till 'go-live' status.

Provide Solutions for projects that entail migrations to new platforms.

Understanding and Defining the critical path for the project.

Ownership of methodology & transition governance process. Market benchmarking and also reviews as the regulatory environment around out sourcing evolves.

Manage relationships with various work stream owners locally and across and onshore SBUs and be the point of escalations.

Drive follow up and closure of Risks, Issues and actions for all projects.

Ensure proper escalation to all stakeholders.

Ensure best practices are captured in all transitions

Develop multi-level relationships to ensure project delivery goals are met as planned.

Ensure high levels of customer satisfaction by delivering project cost schedule and quality objectives.

Provided complete training in Evolution of Tele-communication and New products.

Designation: TEAM LEADER Retail (Corporate Sales and Service)

Duration: JANUARY 2014 to AUGUST 2014

Job responsibilities:

Provides daily direction and communication to Team members so that customer services are resolved in a timely, efficient, and knowledgeable manner.

Participate in a variety of special projects as requested, including explorations of system or process improvements, new retention categories, and joint projects with Customer Service.

Develops individual results by maintaining policy and procedure resources, providing coaching, conducting training sessions, developing outcome improvement of sales and in other hand services to customer to my Team members.

Content development for sales presentation for betterment of business rolling in corporate products to increase sales.

Designation: CUSTOMER SERVICE EXECUTIVE (Technical and Product Sales)

From JANUARY 2012 to DECEMBER 2013

Job responsibilities:

Acquired NHIT training in Customer Service Representative and Sales management in HEAD QUARTERS of VODAFONE SOUTH LIMITED at Begum pet, Hyderabad, A.P, India.

Responsible for conceptualizing and managing a diverse range of customer service and retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.

Effectively identify, manage, resolve and mitigate key risks and issues impacting project delivery.

Ensure proper escalation to all my Team leaders and managers for resolving a Problem to particular concerned department as a part of customer service.

Solving network issues faced by customer within the given TAT (Turnaround Time).

Explaining with description to increase sales and know the customer point of view and taking feedback on the newly arrived products.

Academic Qualifications:

Bachelors of Technology in Computer Science & Information Technology from JNTU-K

I hereby declare that the information furnished above is true to the best of my knowledge.

Place: Gurugram

Date: 14-06-2022

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