Aji George Issac

Objective: Seeking a responsible position dealing with all aspects of customer Relationship Management in a professionally managed organization that can provide me an opportunity for continuous learning, contribution and growth in the service industry.

Skills: Excellent communication skills along with inter personal skills. Works best under pressure and can work in any environment. Confident, dedicated, a good motivator and a team player with the ability to lead and always aiming for excellence.

Professional experience:

June 2004 – August 2007 Accenture Services Pvt. Ltd. Bangalore

Quality Analyst (August 2006 – August 2007)

1) Monitoring Invoice processed/Calls/Transactions on a daily basis for the respective teams assigned.

2) Providing effective feedback on a one on one basis for all the agents monitored.

3) Conducting calibrations with the clients and internally with the team leads and the QAs.

4) Providing help on a real time basis to improvise the Processing/Transaction skills.

5) Conducting training programs and frequent huddles with the teams.

6) Performing analysis on the team’s data with the help of Pareto Chart.

7) Creating reports on weekly and monthly basis regarding the performance of the operations teams.

Sr. Customer Service Representative (June 2004 – July 2006)

1) Providing Technical Support to customers for one of America’s leading Internet Service Provider.

2) Trouble shooting Internet related technical issues on customer’s PC.

3) Technical Support provided for Windows platforms: Versions supported are: Win 98, 2000, ME, XP.

4) Escalating the unresolved technical issues according to the Methods and Procedures charted by the client to Higher Level Technicians for resolution.

5) Logging the incoming line complaints and escalating it to the respective maintenance department for repair.

April 2002 – March 2004 Manipal infocom India Pvt. Ltd. Bangalore

Sr.Quality Analyst

Quality Check of Sales Calls:

1) Evaluate the sales calls assigned, based on the Sales qualifying parameters. (100% of the sale calls to be Quality Checked).

2) Withhold non-qualifying sales.

3) Generate the Agent’s Error Analysis report.

4) Formulate the Agent Feedback and mail it to the QA’s of the Project.

5) Consolidate the qualifying sales and record it and report to MIS.

6) Comply with the defined Quality processes of the project.

7) Ensure that there are no Kickbacks from the Client.

Quality Check of Random Calls:

1) Monitor and evaluate a random sample of calls to ensure that quality standards are met.

2) To assess the calls for parameters mentioned in the Quality Score Card.

3) Provide a daily / weekly / monthly quality score to each agent.

4) Ensure that there is an improvement in the agent’s performance.

5) Develop and implement action plan for non-performing agents in conjunction with Training dept.

6) Provide suggestions to ensure improvement in adherence to quality standards.

June 2000 – March 2002 FirstRing India Pvt. Ltd. Bangalore

Customer Care Associate

1) Handling outbound calls for an American Credit Card Company and a Security Service Company, which are Clients of FirstRing.

2) Did Data-Entry for an American Placement Company, which was a client of FirstRing.

3) Have done Tele-marketing and e-mail marketing for FirstRing to US Companies.

1998 - 1999 worked as a Contract Technician with Hindustan Aeronautics Ltd., Bangalore.

1996 – 1997 Post Institutional Training in Air India, Mumbai.

Education:

1994 - 1996 Nehru College of Aeronautics Coimbatore

Diploma in Aircraft Maintenance Engineering

1998 - 2000 APTECH Computer Education Bangalore

Diploma in Software Engineering

1993 School Of Engineering Kerala

Diploma in Travel And Tourism

1991 – 1993 Marthoma College Kerala

Pre-Degree (University of Calicut)

1990 – 1991 Marian School Kerala

Secondary School (CBSE)

Personal Profile:

Date of Birth: 9th May 1975

Hobbies/Interests: Reading Books, Listening to music and traveling.

Languages: English, Hindi, Malayalam and Tamil.

Reference Available on Request

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