Customer Service Management

RESUME

Name: K TIKKANNA REDDY

Cell No. 994-***-**** E-Mail:- *********@*****.***

CAREER OBJECTIVE

To grow with the Organization contributing to the best of my abilities surpassing the laid objectives

Thereby creating a symbiotic relationship with the organization all this while conducting myself with in the core standards set by the company.

PROFESSOINAL PROFILE

• A competent professional with 5 yrs experience, like Technical Operations, IT Technologies & Infrastructure, IT Process Operations, Customer Service & Team Management.

• Proficient at managing process operations & experience of enhancing procedures, service standards for business excellence.

• Resourceful at maintaining cordial relations with customers & providing value added customer service, ensuring quality and service norms to achieve customer satisfaction.

• Excellent interpersonal, communication and organizational skills with proven abilities in team management and planning.

ORGANIZATIONAL EXPERIENCE

1...Company Name : Primaccess Technologies Pvt Ltd, Hyderabad

Duration : December, 2007 to till date. (3 years worked as Consultant in Wipro)

Designation : MIS - Executive.

Client 1 : ESIC, Hyderabad

Designation : MIS - Executive.

Job Profile :

• Generating all kind of Reports from entire AP Region in MS-Excel 2007 using Vlook-up, Hlook-up, Pivot Tables and submit to my Senior Management on every EOD.

• Taking care of sending Back-up of Enrolled IP’s to Central Team (New Delhi) on every EOD.

• Maintaining all the Asset Management i.e., Wipro Laptops, Biometric machines, digital cameras, UPS, Printers, Data Cables, Spikes, DVD’s and etc.,

• Independently handle all the activities in the office.

• Regular auditing on enrolled IPs. Ensure that the data captured by the operators are intact without any deviations.

• Provide training and guidance to the team in case of any discrepancy observed

• Responsible for both technical as well as operational escalations on a 24X7 basis in site till closure. 100% adherence to the Escalation management process.

• Verification of health check report provided by the team / spot verification of status of the camps , Ensure to Publish health check up report post cross verification every day to the central team.

• Camp planning scheduling, location, Kits/Operators etc needs to plan as per the review held with ESIC Officials.

• Keep a track of the daily attendance record of the engineers/operators.

• Ensure a smooth handover of activities from the TL's and discuss the same every EOD.

• Regular conduct of customer reviews-Weekly monthly Quarterly reviews with participation from Senior Management.

• Coordinating with the vendor for financial related issues.

2...Company Name : Shriram City Union Finance Pvt Ltd, Hyderabad

Duration : June 2006 to Dec 2007

Designation : Management Trainee.

Job Profile :

• Handling the all SYSTEM ADMINISTRATION WORK, VARIOUS OPERATIONS and GENERATING VARIOUS REPORTS.

• Handling the all ADMINISTRATION in office i.e., STAFF MEMBERS UPTO 50 MEMBERS, BANKING WORK, CHEQUE DISBURSEMENTS and RECRUITING EXECUTIVES etc.,

• Handling all the DOCUMENTATION WORK i.e., CHITS, DEPOSITS, LIC, PERSONNEL LOANS, HIRE PURCHASE, S.M.E., GOLD LOAD, TWO WHEELER, CONSUMER DURABLE businesses, and solving CUSTOMER QUERIES.

3...Company Name : Domain Network Zone, Hyderabad

Duration : Dec 2005 to May 2006

Designation : Desktop engineer-L1.

Job Profile :

• Products Handled Installation and Configuring win 2000, 2003 servers, Troubleshooting Hardware and Networking Problems. Configuration of Internet Information Server, DHCP, DNS.

• User Support, Systems Maintenance, Maintaining win 2000, 2003 domain Environment, Configuration of Network Printers, Hardware and technical problems of networks.

• Protecting the Systems and data from viruses by installing Anti virus Software, Implemented group policies to windows Administration of domain user's accounts & groups.

• Providing appropriate rights to user accounts according to requirements.

• Providing Network solutions, Designing and implementing windows NT/2000 networks.

Educational Profile

• M.Sc., in COMPUTER SCIENCE from Acharya Nagarjuna University.

• B.Sc., in COMPUTER SCIENCE from ACHARYA NAGARJUNA UNIVERSITY.

• INTERMEDIATE in M.P.C from PAVITRA CO-OPERATIVE JUNIOR COLLEGE, MACHILIPATNAM.

INTERPERSONAL AND TEAMWORK SKILLS

• Successfully groomed new engineers & supporting the team when extra management cover was required.

• Have consistently set an example by motivating people with a wide range of aspirations working in a productivity-based environment where deadlines are critical.

• Have constantly developed and maintain a full knowledge of Technologies & updates to pass on to team.

• Built professional relationships with Business Units and other Departments through regular correspondence both written and verbal.

AREAS of EXPERTISE

Process Operations

• Managing processes & leading teams for excelling business targets & service delivery metrics.

• Monitoring Engineers to ensure that transactions are followed as per quality norms, handling escalated calls. Preparing & compiling various reports pertaining to process and productivity.

• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems. (Confirm).

• Ensuring the maintenance of optimum levels of technical expertise, soft skills & phone etiquette.

• Educating and mentoring the team with the latest technical updates and changes related to product build, performance, range, specifications and firmware integrations.

Team Management

• Conducting appraisals & reviews of teams & providing feedback on areas of improvements. Establishing benchmarked practices for elevating performance levels.

• Analyzing the training need and accordingly fine-tuning the training modules for imparting training on Technologies / products / process / soft skills.

• Controlling shrinkage and attrition within the team through motivation and team building activities.

SKILL(s)

Operating System : Windows 95/98, 2000 & XP

Administrative software : MS Office 2007, MS OUTLOOK 2007, MS EXCEL.

Typewriter : English Higher

Computer Course : DSE (Diploma in Software Engineering)

Technical Course : Hardware & Networking in ZOOM Technologies.

ACHIEVEMENTS

• Provided the best performers and promoted most number of technicians to the next level

• Been the star performer for the last four quarters

• Never failed to achieve the organizational targets

Personal Profile

Date of Birth : 04-06-1983

Gender : Male

Fathers Name : K.Dasaradharami reddy

Languages Known : Hindi, English, and Telugu

Present Address : c/o D.Anjali

Sri Peddamma Nilayam,

House No.14-20-677/104, III/B – Floor,

V.V Nagar, Allapur, Borabanda,

Hyderabad – 500 018.

DECLARATION:

I am a quick learner and I work with zeal, which are my asserts. Here by I declare that the above information furnished is true to my knowledge.

Place:

Date: (K.TIKKANNA REDDY)

Contact this candidate