Bpo Customer

MAKHABOOL JAMADAR

Contact-Mobile: +91-913******* E-Mail: ***************@*****.***

Address: Sarve No. 149A/2, Ghavate Vasti, Garudkar Colony # 1, Manjri Budruk, Pune - 412307

Seeking managerial assignment in Operations Management/ Training with an organisation of high repute, preferably in International BPO (Voice/Non-Voice)

PROFESSIONAL SYNOPSIS

A Commerce Graduate from BSP College Lucknow have 8+ years of experience in BPO Operations Management, Sales Process –Inbound/Outbound, Insurance and Finance & Banking.

Currently associated with Tata Business Support Services Ltd, Pune as Team Leader (Operations) handling Tata Motors EBD Process.

Expertise in CMS Monitoring, Escalation Calls, Sales Processing and IVR Transactions.

Deft in handling client operations, achieving targets, proposing future prospects for the front liners.

Well versed in handling Customer Relationship Management (CRM) Dealer Management System (DMS), Breaks and meeting EOD Targets.

Capable of understanding customer expectations & modifying processes if required.

Hands on knowledge on conducting sessions for refreshers for the awareness of new launch or amendments to the products and getting feedback.

Ability to build strong business relationships with individual and corporate clients; good team leader with excellent analytical, problem solving and result oriented abilities.

CORE SKILLS

-

Escalation mails reversion

Client interaction and retention

Reporting & Documentation

IVR Transactions

Process Enhancement

Product Development

Floor Management

Operations Management

Team performance management

CAREER CONTOUR

Since Dec’10 Tata Business Support Services Ltd, Pune

Growth Path:

Dec’10 – Dec’08 Tata AIG (Personal & Vehicle Insurance Process) Executive

Jan’11 –Feb’09 Tata AIG (Personal & Vehicle Insurance Process) Team Leader (Operations)

Mar’10–Oct’16 Tata Capital (Finance), Ginger Hotels (Reservation Booking) Team Leader

(Operations)

Since Nov’16 Tata Motors (EBD Process) Team leader (Operations)

Tata Motors (EBD Process) Tata AIG (Personal & Vehicle Insurance Process) TL (Operations)

Key Deliverables:

Handling client’s weekly & monthly reviews and reviewing performance of the team.

Responsible for process updates briefing, outage notifications and customer satisfaction results.

Administering improvisation of customer experience and satisfaction level.

Monitoring escalation calls and client interaction which required management intervention.

Client escalation mail reversion with TAT

Complying with all the terms and conditions as per Management requirement.

Maintaining database of IVR transactions, verifications, escalations and credit card information.

Attainment:

Topped in terms of quality, communication skills, customer response and transactional marking.

Recognised for achieving client targets and placed at Rank 2.

Positivity & future prospects for the front liners helped in minimal shrinkage & attrition for the 2nd quarter and two of my team members were elevated to the position of Team Leader and SME.

At Process Tata Capital (Finance), Ginger Hotels (Reservation Booking) TM (Operations)

Monitored Personnel and Home Loans information and helped consumers in terms of online sale and transactions over IVR.

Managed Service for booking reservations and handled customer e-queries in terms of Tata Capital and Ginger Reservation.

Handled all transactions through EDC Machine.

Supported customers on queries related to service, billing, registration, cancellation and retention.

Mentored bottom quartile agents for improved performance on quality and lead generation.

Administered support to new hire agents for smoother transition into production

Initiated time to time team meetings with Performance Management and provided floor support with appropriate feedback and appreciation.

Motivated and recommended team members for promotions in consultation with the seniors.

Attainment:

Awarded:

‘Star of the Month’ and a ‘Top Performer’ all times

‘Best Team leader’ in Processes handled.

BUSINESS ENHANCEMENT CERTIFICTIONS

Completed ONTRAC Team leader Corporate Training in TBSSL, Pune - Jan’14

Team Leaders Training in TATA AIG Process in TBSSL – 2011-2012

Successfully completed “Lead to Succeed Leadership Skill Program” at Corporate Level – 2012-2013

Achievement:

Awarded “Best Team Leader” on the floor for achieving client target in shortest period – 2013-2014.

SCHOLASTIC

1998B.Com. from BSP College, Lucknow

1991 SSC from Gulbarga Government College, Karnataka

TECHNICAL SKILLS AND TRAINING

Completed MSCIT Training from BBI Vadgaon, Sheri, Pune

Well versed with MS Office (Excel &Power Point) and Internet Applications

PERSONAL SNIPPETS

Date of Birth: 25th August 1974

Languages known: English, Hindi, Marathi, Tamil and Kannada

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