Customer Service Sales
Resume:
Rajesh Mohanty
C - ***, Kendriya Vihar, Sector – 56, Gurgaon
+919********* , +91-124-*******
*************@*****.***
Objective
To work in a professional organization where I can put my skills to bring about an improvement in the organization, and thereby elevating my own skill set to achieve higher goals
Professional Experience
March 2011 – Till date
SENIOR TEAM LEADER (CITIBANK CREDIT CARDS) WITH ADDITIONAL RESPONSIBILITY AS CO-CHIEF EMPLOYEE ENGAGEMENT OFFICER FOR THE SITE WITH 3000 PLUS EMPLOYEES
Convergys India Services, Gurgaon (India)
Work Profile
• Responsible for leading a team of Customer Care Officers (CCOs) to achieve their targets month after month successfully.
• Responsible for day – to – day achievement of the targets - CSAT, Sales Targets, Compliance and Availability.
• Responsible for coaching new Team Leaders and others who come under the Audit purview from time to time. Also hold refreshers for old Team Leaders to train them on the new audit requirements that are put across by the client from time to time.
• Site focal for Fraud Management and Control for Citibank Program (all 4 Lines of Businesses) for Gurgaon site.
• Am the Co-Chief Employee Engagement Officer for my site of about 3500 employees.
• Am a part of the People Network Team, exclusively nominated by each site leader.
• The main KRA of my Employee Engagement role is to provide an interface between the employees and the Leadership team and to plan and execute major employee engagement programmes directed at higher employee satisfaction and create ways in which to bring down attrition.
• Responsible for planning and executing the following activities for our site with the help of the site HR Team
• Employee Engagement activities every Friday
• Annual Employee opinion survey
• Employee appreciation day
• Team Leader appreciation day
• Annual Family day
• Customer service week
• Annual Sports event – Atria Olympics
• Responsible for writing the Information Hallways and Career Tracks every fortnight. These are publications that highlight what is going on within the site and highlight exceptional employees every fortnight.
• Work with the Global Corporate Communications team with getting articles done for our quarterly magazine – Linked
• Responsible for creating posters of our exceptional employees and sending the data (interview with the employee, feedbacks from supervisor, photo sessions) to the Corporate communications team so that the posters are made and are made available to our site for putting up on the employee recognition boards.
• Lead all Corporate Social Responsibility initiatives for our site including planning and executing the CSR activities.
• Administrator to request and utilize Convergys Foundation funds for the site. I am part of the core team that decides the organization to which the Convergys foundation funds are to be donated every quarter. Once the funds are donated, am responsible for sending a detailed report to our corporate communications team for publication of our story on our Convergys Community Action Network site on Facebook.
• Administrator of the Convergys Community Action Network site on Facebook.
Achievements
• Have had excellent CSAT performance throughout my tenure as Team Leader and exceeded Client targets month after month.
• Have received awards for 100% retention in multiple months.
• Have pointed out potential problems which have benefited the senior management by taking timely steps to correct the problem.
• Took the lead and made my process a totally paperless site within a span of 3 months from starting the project in April 2011.
• Received an award from CEO, Convergys Corporation (Andrea Ayers), which is a global award for my work and contribution to the Employee Engagement and People Network teams during the year 2011.
• Have led the People Network team and the Employee Engagement team in planning and successfully implementing many employee engagement programmes, like the Family day, Annual Song competition (Do Re Me Fa), Team Leader appreciation day, the Annual Employee Opinion Survey 2011 and the Customer service week.
• We planned programmes at Sankalp, Gurgaon, a charity school run for children of Construction workers. We have planned programmes at the school twice during 2011.
• Was part of the core team that planned and executed the 10 year celebrations of Convergys in India, which was a big hit
July 2006 – February 2011
TEAM LEADER – OPERATIONS (CITIBANK CREDIT CARDS) WITH ADDITIONAL RESPONSIBILITY OF SITE LEVEL EMPLOYEE ENGAGEMENT ACTIVITIES AND CORPORATE SOCIAL RESPONSIBILITY
Convergys India Services, Gurgaon (India)
Work Profile
• Responsible for leading a team of Customer Care Officers (CCOs) to achieve their targets month after month successfully.
• Responsible for day – to – day achievement of the targets - CSAT, Sales Targets, Compliance and Availability.
• Recruitment of CCOs for Voice (Sales, Customer Care, and Up selling processes). Was responsible for conducting the Operations round for process fitment.
• Met the new batches in Voice and Accent Training and Process Training and ensured that the passage to the production floor was successful. I was part of a team of Team Leaders who took sessions in PST on topics such as CSAT achievement, Sales Targets, Agent Scorecards.
• Was part of the newly formed Internal Audit team consisting of 4 Team Leaders, whose job once a month was to audit other Team Leaders and to send the report to the Manager, Compliance.
• Was nominated as the Co - Chief Employee Engagement officer for my site by the HR Team in 2010. I continue to hold the position after my promotion.
• Was part of the Convergys People Network since January 2011, which is a team comprising of members across the globe and exclusively nominated by the site leaders. This team works on employee engagement, Corporate Social Responsibility, Best practice sharing processes between sites. I continue to hold the position now.
• Planned and executed the following activities for my site with the help of the site HR Team. I continue with these activities after my promotion.
• Employee Engagement activities every Friday
• Annual Employee opinion survey
• Employee appreciation day
• Team Leader appreciation day
• Annual Family day
• Customer service week
• Annual Sports event – Atria Olympics
• Worked on writing the Information Hallways and Career Tracks every fortnight. These are publications that highlight what is going on within the site and highlight exceptional employees every fortnight. I continue with this activity even today.
• Worked with the Global Corporate Communications team with getting articles done for our quarterly magazine – Linked. I still continue this activity.
• Responsible for creating posters of our exceptional employees and sending the data (interview with the employee, feedbacks from supervisor, photo sessions) to the Corporate communications team so that the posters were printed and made available to our site for putting up on the employee recognition boards. I continue this activity even today after my promotion.
Achievements
• Performance for the year 2007 – 2008, 2008 – 2009 & 2009 - 2010 was appraised at “Exceeds Expectation – Quality Plus Contributor”.
• Was honoured at a function by the VP, Offshore Services, Citibank at a ceremony held in February 2008 for my outstanding services.
• Received an award for my work in the Employee Engagement Team during the period April to June 2009.
• As member of the Employee Engagement Team, I have planned and conducted numerous employee engagement activities like Atria Olympics, Volleyball Championships, Talent hunt shows, rock shows and many other shows. These shows were of durations ranging from 1 day to 2 weeks
Sept 2004 - June 2006
Technical Support Officer (Research Team) & In-team Trainer (Microsoft)
Convergys India Services, Gurgaon (India)
Work Profile
• Supported the UK and the US customers by handling escalation cases, which could not be resolved.
• Trained batches of new hires (Technical Support Officers – Microsoft Desktop Support – Windows XP) whenever I was allowed to take batches. Trained a total of 12 batches within the time period I was in this profile
• Was a floor support to the TSOs in the frontline, and coached them on their problem solving skills based on their cases that were eventually diverted to me for resolution. I offered them my help in making them better troubleshooters, and that is why I was always respected and liked by people around me.
Achievements
• More than 75% of the trainees that I trained are in higher positions today within the company and elsewhere. Many of them are Senior Technicians (Microsoft XP) and others are working as Technical Support Officers (Microsoft Enterprise Support – Corporate Network Support)
• Was an integral part of the Escalation team who supported the escalations of EMEA (Europe, Middle East and Africa). There were 2 escalation engineers for EMEA, out of which I was one, and the most preferred by the management. Because of my ability, I was allowed to take up cases of unsatisfied Microsoft customers and I was instrumental in converting most of them Very Satisfied Customers by resolving their issues.
• Was adjudged the best Research Engineer for UK Technical Support for the period from January to June 2006. Was the quarterly champion for the period Jan to March 2006 and from April to June 2006.
Nov 2003 – Aug 2004
Technical Support (Microsoft)
Convergys India Services, Gurgaon (India)
Work Profile
• Worked in the frontline, troubleshooting issues for US and UK based customers
Achievements
• Was one of the few to be transferred to the coveted Microsoft XP (UK) process within 6 months due to my hard work and excellent customer surveys.
Jan 1995 – Oct 2003
Director, General Administration (Member, Board of Directors)
Computerland Computer Education, Puri (India)
Work Profile
• Started the firm in 1996
• Got the firm registered under the Societies Registration Act, 1860 in 1997
• Started a new branch at Bhubaneswar in 2002
• Was responsible for Training computer students
• Also designed the study materials for the 1 year and 6 month diplomas as well as the computer awareness programs
• Scheduled the courses and was responsible for preparing the time schedule for each new batch that joined the institute.
• Participated in a Computer literacy drive in Puri district for training college students in various places across the district under the banner of Swami Vivekananda Educational Trust, Vishakhapatnam.
• Designed courseware for MS-DOS, Windows, MS-Office and Microsoft GWBASIC.
Achievements
• Was part of a team of authors who wrote and published a Test Series in Computer Science for Std – X (ICSE) students. Wrote 7 chapters of the above book.
April 1992 – Oct 2003
Director (Proprietor - Family Business)
Sri Jagannath Tutorials, Puri (India)
Work Profile
• Started the business in 1992
• Started with just 5 students in the 1st year
• Started a new branch at Bhubaneswar in 2002
• Looked after the day-to-day affairs of the institute including admissions, curriculum, appointments of staff and faculty, advertisements, parent and student interaction, collection of fees, Staff payments.
• Languages taught – English Language and Literature, Geography, Economics and Computer Science to ICSE Students (Class V to X) and English and Social Studies to CBSE Students (Class VI to X)
Achievements
• Achieved 270 plus annual enrollments in 2003
• Published an Oriya Test Series for Std – X students (ICSE)
• Was instrumental in designing and successfully marketing Mock Test Series for ICSE and CBSE students over the internet from 1999 – 2002.
• Increased the turnover many times over since its inception in 1992
• One of our students secured 2nd position (All-India position) in ICSE 1999
• Our students have been provided a strong foundation as a result of which above 70% of our ex-students are Engineers and Doctors and some of them are well settled in USA, New Zealand and Canada.
Professional Qualification
• Completed MBA from Sikkim Manipal University with 71.7% (A Grade) with specialization in Human Resources Management in March, 2010.
• O Level from DOEACC, (Dept. of Electronics, Govt. of India, New Delhi) in 1998.
• Diploma in Systems Management (18 month course) from Computer Point, Puri in 1995.
Educational Qualification
• M.Com from SCS College, Puri under Utkal University in 1992
• B.Com in Management Honours from BJB College, Bhubaneswar under Utkal University in 1990 with First Class Honours.
• ISC (Year 12) from Public School, Sunabeda affiliated to the Council of Indian School Certificate Examinations, New Delhi in 1987 with 69.6% marks
• ICSE (Year 10) from Public School, Sunabeda affiliated to the Council of Indian School Certificate Examinations, New Delhi in 1985 with 70.6% marks
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