Customer Service Management

Resume

Bushra S.Williams

W/O Mr. Vinny K Williams

Date of Birth: 17th April 1980

099********(mobile)

012*-*******(home)

Email- **************@*****.***

Personal Summary

I am a successful and motivated leader with 4 years of experience in managing operational teams. My success lies in recognizing that competent and motivated team members work better and in driving through initiatives which enable them to get there. Along with this, focus and passion on improving customer service and quality make for a highly successful team.I also believe that employee connect plays a vital role in making a dedicated team. I would like to share my skills, experience and abilities to help deliver a world-class service.

Skills and Expertise

Performance Management

Coaching and Feedback

Effective Communication

Resource Management

Employee Satisfaction

Professional Qualifications

BBA degree in Business Management.

Work Experience

Organization: IBM Daksh, Pune

Designation: AM - Operations

Duration - Oct. 15th 2007 – Jan 4th 2010

Job Profile

Handling a team of 25-30 agents with two Team Leads/Supervisors.

Responsible for meeting client metrics.

Conducting WRM (Weekly Review Meetings) with supervisors to monitor performance.

Monitor performance of the agents on a regular basis.

Analyzing and assessing the statistics for the Process.

Audits and Compliance checks on a regular basis.

Taking care of professional development of Leads and Agents.

Planning and implementing various contests as part of Rewards and Recognition for the process.

Achievements

Got the best AM award for two consecutive quarters for best performance.

Team was awarded the “quality champs” award for delivering exemplary customer satisfaction.

Was awarded for Zero percent attrition for the group in the last quarter.

Took up the community service initiative in the process to help the Bihar flood victims.

I was the SPOC for all rewards, recognitions and fun activities in the process.

Organization: H S B C

Designation- AM – Operations (Collections) June 2006 – Feb 2007

CSE - Aug 2004 to May 2006

Job Profile

Handled a team of 15 agents and an SME.

Ensuring collections PLA is met.

Call monitoring and providing feedback to agents to achieve and exceed targets.

Conducting bi-annual and annual appraisals.

Conducting compliance and audit checks for the process.

Planning and Implementing Dialer Strategy for better results.

Attending client calls.

Circulation of process dashboards.

Attrition and attendance management.

Handling escalations.

Achievements

Joined as CCS for Auto Finance collections in Aug 04.

Was selected for the pilot batch of Consumer Lending Mortgage collections in May 05

Got the best CCS award in Jan 06(Quality.)

Promoted to AM- Ops in April ‘06

Won the team of the quarter award in Sept’06

Organization: GE Capital International Services.

Designation: Process Associate. (Collections)

Duration: June 2003 to August 2004

Job Profile

PLCC Collection for JCPenny Stores (USA) – 2/3 Due Stage

PLCC Collection for JCPenny Stores (USA) – High Risk Stage

Bushra S.Williams

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