Resume

RUPESH YADAV Email: advlcg@r.postjobfree.com

Phone no.: 056*******

• Date of Birth: 24th February, 1986

• Nationality : Indian

• Languages : English and Hindi

• Strengths : - Positive attitude / approach towards life, High Adaptability and Punctual

- Adhering to stringent / time based deadlines & capable of multi – tasking

- Clear and concise written and verbal communication,

- Wholly dedicated and committed towards work,

- Believe in and always give quality output of work.

WNS( World Network services )as SME, Client - British Gas (August 2022 to 5th Feb 2023)

Process Detail:

●British Gas is one of the top Gas Supplier in Uk and my main objective was to help agents understand process related to customers bill, Government grants, smart Meter issues, meter reading disputes, vulnerable customers and reply to customers queries via chat / Email

●Handled Complaint chats,emails and letters.

●Shared Weekly performance in terms of (CSAT) score percentage, Average Chat Length (ACL), Average Responding Time (ART), Away Time (AT), login hours

HNR Tech Private Limited- Catalog Manager (13th May 2020 to 10 May 2022)

Process Detail:

●Researching pet products and building Catalog for e-commerce product for NextPaw retailers, this included research for Pet Food, Pet Toys, Pet Clothing and Pet Supplement.

●Handled a team of 6 members that could customize the catalog search option to help retailers search for specific categories and relevant products easily, based on their preferences.

●Researching the Data online and Preparing Data with Optimized Title, Brand name, Price, SKU, UPC, Description, Features, Ingredients, Guaranteed analysis and Feeding Instruction on a Google Sheet.

●Classifying products under relevant categories and subcategories so that retailer can easily locate products.

●Importing and Exporting of Data using Wordpress

●Currently working on a new Project called OneBark by NEXTPAW which is free to use for any USA Pet Retailer - https://onebark.org/get-started/

●Researching and Preparing Data as per brand Requirement and uploading the same on OneBark System.

Employer: Capita, Client - Telefónica UK Limited (O2) – Mumbai, India

Worked as senior associate for O2 UK from April 2017 to August 2019, which is one of the oldest telecom providers in the UK.

Process details:

●Dealing with customer queries and complaints received from the new joinees which requires special approval and guidance

●Providing training to the new joiners in the team and giving floor support to the team

●Sharing the new joiness performance reports (daily, weekly, fortnightly and monthly reports) with the reporting manager and the higher management.

●Continuously working for process improvements by taking inputs from the new joinees team members and proposing it to the higher management for its implementation as a best practice

●Achieving the client targets based on the parameters of Customer Satisfaction (CSAT) score percentage, Average Chat Length (ACL), Average Responding Time (ART), Away Time (AT), login hours and client satisfaction

●Reviewing individual team member’s performance and giving regular feedbacks (on a quarterly basis) to drive them for better performance

●Interact with the client directly (O2) for specific customer situation, take their approval and get it resolved within the lowest possible time.

FIS- Fidelity National Information Services, Inc (known as Efunds before)

Worked as Team Coach Production for O2 UK which is one of the oldest telecom providers in the UK. Working here since December 2011 till March 2017.

Process details:

●Dealing with customer queries with regards to the services they receive.Handling complaints

●Providing a complete solution basis the situation to the customer.

●Assisting colleagues with their queries and helping new joiners with process related information.

WNS [World Network Services] As a CSA from October 2010 to December 2011

Process Details:

●Worked for British Airways Account

●Analyzing passenger problem through their email and letter.

●Adding appropriate analysis code to the case.

●Transferring case to appropriate queue as per complaint.

●Have been trained for three work pots UK,US And South America

Worked for TCS in ADMINISTRATION as an ASSOCIATE from October 2009 till October 2010

Process Details:

●Working as a associate in admin deartment

●Issuing SEZ cards and other passes to BA(business associate) of various projects.

●Also taking care of dispatch, stationary, client visit and asset tagging.

●Also a RCTO attending calls, making passes in Wiseman, and maintaining records of medicies.

Employer: APAR Industries Ltd. – Mumbai, India

Position: - Inventory and Warehouse Supervisor (May 2008 to Jan 2009)

Job responsibilities: -

●Inventory count to be done on a daily basis, for the despatched oil packed in bottles, drums and trucks to various destinations

●Keep a track of the packaging inventory and fixed assets, used for delivery

●Co-ordinate with the reporting and the logistics manager to get the details of the quantity to be despatched, the despatch destinations and the schedules for the delivery

●Wastage reporting to be done on a weekly basis, in order to identify the normal and the abnormal losses and to trace it to the despatch order

●Assisting in the external audit for providing the inventory reports, inventory count and inventory valuation

Academics

Educational Qualification

Board / University

Class

Year

Bachelors of Commerce

NES Ratnam College Of Arts, Science & Comm.

Second

Mar.2008

H. S. C. (Higher Secondary)

NES Ratnam College Of Arts, Science & Comm.

Second

Mar.2005

S. S. C. (Matriculation)

National Education Society High School

Second

Feb.2003

I.T. Skills

Proficient in the operations of –

- MS Office (Excel, Word, Outlook, Power Point)

- SAP (FI and MM modules), Live Person, E-Gain

- Basic SQL

I hereby declare that all of the information & details mentioned above are true, fair & correct to my utmost knowledge & care.

RUPESH YADAV

Personal Profile

Contact this candidate