Manager Customer Service

Seema Menon________________________________________

Flat No 6, 11-4-636/A, Aashi Manzil, AC Guards,

Hyderabad – 500004 ***********@*****.***

OBJECTIVE________________________________________

To be a valuable and innovative team member, being worthy and profitable in return by contributing the best of my creativity, knowledge and intellect to the company.

HIGHLIGHTS OF QUALIFICATIONS________________________________________

• Known for approachability, diplomacy and calm demeanor

• Demonstrated ability to quickly diffuse heated customer situations

• Supported other team members and facilitated in creating a stress reduced atmosphere

• Excellent troubleshooting and logical problem solving skills

• High level of written and oral communication skills

• Creative ability to solve unusual or difficult problems when logical methods have failed

• Demonstrated ability to meet deadlines, and set priorities

PROFESSIONIAL STRENGTH:________________________________________

• Possess five years of professional experience as Customer service specialist

• Comprehensive written and verbal communication skills

• Possess sound judgment with excellent problem solving skills

• Highly organized and ability to balance multiple tasks simultaneously

• Ability to work independently as well as part of a team

• Good motivator with excellent customer service skills

• Ability to solve customer queries as well as set goals and meet objectives efficiently

• Possess exceptional administrative and organizational skills

TECHNICAL SKILLS:________________________________________

• Excellent knowledge of Microsoft Office Suite and Internet Information Services

• Highly proficient in Microsoft Office, Word, Excel, PowerPoint, Outlook, Access.

PROFESSIONAL EXPERIENCE________________________________________

Avaya India Pvt Ltd.

2008 - 2012

Client Service Specialist

• Taking care of account queries.

• Attending to account Move add and change

• Reporting to clients the daily activities

• Training team members on taking calls or doing MACs

• Ensure that the SLA is met

• Prepare SLA report on quarterly basis

• Doing Quality Analysis on the work done by team members

• Providing updates about the client to the team members

2)Worked at Webex communication Pvt ltd, Bangalore as Customer Success Manager from Aug 8th, 2007 to Feb 1st 2008

ROLES UNDERTAKEN

As Customer Success Manager

Training and Adoption of the new accounts.

Consistently monitoring the accounts to make sure usage are adequate.

Taking care of account queries.

Onsite visits.

3)Worked at HP Invent , Bangalore as Manager on Duty for Desktops since 1st Feb, 2006 to June 30th 2007.

ROLES UNDERTAKEN

As a Manager on Duty

• Maintain Service Level above target of 80% on all days.

• Maintain AHT for all intervals below or equal to 23.5 minutes.

• Manage breaks and ensure adherence.

• Ensure that the right number of people come in.

• Ensure that all people report to duty on time.

Goals and Responsibilities

• Maintain Service Level equal to or greater than 80%

• AHT for the floor: 23.5 mins

• Schedule Adherence for the floor should be >= 90%

1.Ensured login adherence by following up with the pick status of agents with the transport dept and the agent.

2.Ensure agents are logged in their telsets and ready to accept the call with all crm tools open at the stipulated login time.

3.Liaise with the ASG’s , team leaders and managers in ensuring login adherence and escalate and late logins

4.Monitor the queue on a real time basis to check for ATT , Aux usage, hold time, ACW, break adherence and flag off team leads in case of any lapses.

5.Ensure calls offered are handle with the stipulated SLA..

6.Manage break schedules based on queue status and login time.

7.Floor walk to check on any incorrect actions or proceedings on the part of the agents and flag off the team leads if required.

8.Prepare, maintain and publish reports such as Half hourly service level report, login-logout report, break adherence report, weekly and monthly PL performance snapshots etc.

9.Educate new joinees on avaya tool usage login and break adherence procedures.

10.Handle transportation related issues in liaison with the transport dept. so as to ensure smooth flow of operations.

11.Analyze and flag off any abnormal trends of call arrival so that staffing may be adjusted accordingly.

12.Maintain the floor attendance on a daily basis and verify the accuracy with the team leads at regular intervals.

13.Update tool relate issues such as reset of icare ids, avaya down time, call bunching, windows login related issues.

14.Assist the management in report generation, conducting analysis and miscellaneous activities like fun activities.

4)Worked at HP, Bangalore as Sr. Technical Support Engineer for Desktops from May 23rd, 2005 to 1st Feb, 2006.

ROLES UNDERTAKEN

As Sr. Technical Support Engineer

• Answering customer queries with 100% accuracy.

• Due to the excellent process knowledge gained with in a short span of time, also walked the floor in the absence of my floor in charge.

• Responsible of collating the data regarding the customers feed back for the whole team on daily basis, as a result of excellent knowledge of MS Excel.

• Give constructive feedback to my colleagues as and when necessary.

• Responsible for training the new inductees in the team.

Achievements:

• As part of the dispatch analysis team performed a detail analysis on valid and invalid dispatches. As a result ASG’s approval was made compulsory for any type of dispatches.

• At the moment handling a team of forty agents with direct reporting to unit manager.

• Consistently monitored, mentored and trained team members resulting in average of 85% csat, 90% resolution at 22 min aht for a period of three months.

• Team stands first with 18,000$ of revenue generation for the month of July across Pavilion Desktops.

5)Worked at Accenture, Bangalore as Customer Support Representative in DSL project since Feb9th, 2004 – May 4th, 2005.

ROLES UNDERTAKEN

As a Customer Support Representative

• Answering customer queries with 100% accuracy.

• Due to the excellent process knowledge gained with in a short span of time, I also walked the floor in the absence of my floor in charge.

• Responsible of collating the data regarding the customers feed back for the whole team on daily basis, as a result of excellent knowledge of MS Excel.

• Give constructive feedback to my colleagues as and when necessary.

• Responsible for training the new inductees in the team.

6)Worked at KTC HYUNDAI Thrissur, Guruvayoor as Customer Care Executive cum Showroom Executive.

OCT 2001 – JAN 2004

ROLES UNDERTAKEN

As a Customer Care Executive cum Showroom Executive

• Attending showroom walk ins.

• To form a proper bridge between the Customer and the Management

• To look after the Financial as well as Marketing activities of the office.

• Overall co-ordination with the Head Office and Branch.

• Delivery in charge.

• Financial Assistance

7)Worked at Aptech Computer Education, Guruvayoor as Centre Manager

OCT 2000 – OCT 2001

ROLES UNDERTAKEN

As a Centre Manager

• Guiding the students through the world of Information Technology

• To form a proper bridge between the Student and the Management

• To look after the Financial as well as Marketing activities of the office.

• Overall co-ordination with the Head Office and Franchisee.

8)Worked at Aptech Computer Education. Thrissur as a Counselor cum P.R.O

1998-2000

ROLES UNDERTAKEN

As a student Advisor

Guiding the students through the world of Information Technology

As a Public Relation Officer

To form a proper bridge between the Student and the Management

Education Details:

Schooling : Studied at Indian Community School Libya till High School. Completed

Matriculation at St. Paul's C.E.M.G.H.S.Kuriachira

Personal Details:

Nationality: Indian

Gender: Female

Age/Date of Birth: 33 yrs

Languages Known: English, Hindi, Tamil, Malayalam and Kannada.

Strengths: Excellent Oral and written communication skills.

Leadership and organizing qualities.

Work well in a team or individually.

Creative and adventurous.

Interests and activities: Reading, Listening to Music.

I HEREBY CERTIFY THAT ALL THE ABOVE STATEMENTS ARE TRUE TO THE BEST OF MY KNOWLEDGE.

SEEMA

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