Customer Representative Operations Officer
Resume:
NAVID NISAR DAREKHAN
****************@*****.***
Jai society near poona Collage bhawani peth Pune.
Objective
Obtain a job as a customer representative where I can use my exceptional interpersonal and communication skills to resolve customer issues and foster a positive relationship between the customers and the company
Experience
VFS Global Pvt Ltd.
Operations officer
● Manage all day to day activities (administrative and functional) conducted at the Visa Application Centre which involves.
● Conduct regular Audits for all processes & implement all new process rollouts or changes.
● Identify incorrect or incomplete information by regular quality checks thereby ensuring accuracy of the visa application.
● Ensure regular Error Monitoring - To monitor track and reduce the number of errors every month, within acceptable limits.
● Maintain & improve level of customer & mission satisfaction by enhancing procedures and continuously innovating methods to increase productivity and cost effectiveness. Ensure that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.
● Maintain adherence to the Service Level Agreements ’s for all processes and ensure adherence to Standard Operating Procedures, manuals etc. without any deviation. Ensure that the Teams are mentored & work towards adherence of all SOP’s/ processes, required to be complied with, from an Organizational & ISO perspective.
● Ensure compliance with VFS Global defined principles, policies & procedures as applicable to the role.
● Maintain high standards of ethics, integrity and compliance with corporate procedures.
● Ensure that the entire process is completed within the mandated Turn around Time.
2014
2016
● Ensure no penalties are incurred and monitor, track and maintain internal errors.
● Ensures that the Teams are aligned & contribute towards achievement of parameters enlisted in the Team Objective Tracker.
● Ensure personal & professional development for self and team by conducting trainings on regular basis (product & process). Ensure that all staff attends trainings scheduled by HR & ensures effective Process Monitoring, by conducting Internal Process Certifications
(OCL’s), for all staff.
● Provide assistance to staff when needed and handle applicant/customer escalations.
● Liaise with various support functions to handle team related queries.
● Ensure delivery of Value Added Services options and achievement of the VAS targets for the VAC.
● Manage VAC productivity and VAC security (Physical & data).
● Mentor the team on a regular basis, thereby ensuring a successor is created for the position – assist Manager/Unit Manager in Succession planning.
● Ensure judicious use of natural resources.
● Adhere to the environment health and safety policy/objectives and guidelines of the organization. Ensure that the Team works towards adherence of all SOP’s/ processes, required to be complied with, from an SLA, Organizational & ISO perspective (specific responsibilities,As assigned)
Education
Maharashtra State Board of Secondary and Higher Secondary Education
High School
Maharashtra State Board of Secondary and Higher Secondary Education
Higher secondary
Skills
Sales
Decision making
Microsoft knowledge ( Excel, PowerPoint, word, office) Customer relationships
Handling queries
Language
English - Read,Write and Speak
Urdu- Read, Write and Speak
Personal Details
Date of Birth : 11/03/1998
Marital Status : Single
Nationality : Indian
Whats app : 775-***-****
Certifications
Maharashtra State Certificate in Information Technology. Declaration
I, Navid Darekhan hereby declare you that the above information is true best of my knowledge.
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