RESUME

BENJAMIN CHAUHAN

obpuxs@r.postjobfree.com

Plot No.583/584

Villa. Kesura, P.O. Bakuala

P.S. Sahid Nagar

Bhubaneswar, Orissa.

Pin.750702

Ph-889-***-****, 889-***-****

SUMMARY OF SKILLS AND EXPERIENCE

Over 9 years of experience in customer care BPO industry. Proficient in resolving customer complaints thereby providing them with optimum satisfaction. And 2 years of experience in Business Development.

WORK EXPERIENCE

April 2002-Feb 2003-Worked as a customer care executive at Bharat Sanchar Nigam Limited (B.S.N.L) process.

Job Profile/ Company Profile:-

Key Result Areas:-

As a call center executive my responsibilities was solving the customer queries regarding BSNL product, solving the queries of customer over phone by making sure that the customer queries & issues are resolved at the initial stage to ensure 100% FTR along with 95% quality level and thereby promoting the company’ product over phone.

March 2003-July 2005- Worked as a floor support in TATA INDICOM process

Job Profile/ Company Profile:-

Key Result Areas:-

As a floor support my responsibilities was solving the customer queries regarding Tata Indicom product, Job Profile/Company Profile:-

The floor with proper discipline, updating hourly performance report, shifts update. solving the queries of customer over phone by making sure that the customer queries & issues are resolved at the initial stage to ensure 100% FTR along with 95% quality level and thereby promoting the company’ product over phone.

Aug 2005-Nov 2005-Worked as a Floor Supervisor at BHARTI TELEVENTURES LIMITED FOR AIRTEL process. Under Mafoi consultancy

Job Profile/ Company Profile:-

Key Result Areas:-

Maintaining the floor with proper discipline taking escalation calls which agents are not able to solve the customer queries ,maintain proper service level, briefing all agent with new product launch, attendance report updating shift after shift’s, taking care the agent problem solving & understanding them, giving them hour after hour update with proper quality

Nov 2005-March 2006-Worked in IBM DAKSH as a Team Leader for the product of AIRTEL.

Job Profile/Company Profile:-

Key Result Areas:-

As a Team Leader my responsibilities was to take care of the team, solving the customer queries regarding product, solving the queries of customer over phone and making sure that the customer queries & issues are resolved at the initial stage to ensure 100% FTR along with 95% quality level.

April 2006-March 2007 Worked as a Team Leader in PEOPLE CONNECT (KOLKATA) for international process for the product of TOUCAN TELECOM for U.K & DISH NETWORK for U.S

Job Profile/Company Profile:-

Key Result Areas:-

As a Team Leader my responsibilities was to take care of the team, solving the customer queries regarding product, Taking care of the sale with proper quality resolved at the initial stage to ensure 100% FTR along with 95% quality level and thereby promoting the company’ product over phone, and ending my day by 2 SPD.

April 2007-Dec 2008 Worked as an Account Receivable Manager in GLOBAL VANTEDGE PVT. LTD. (GURGOAN) for international credit card collection process. For U.S

Job Profile/Company Profile:-

Key Result Areas:-

As a subject matter expert my responsibilities was to handle a team, maintain attendance report, check all login hrs monitoring calls give proper feedback, take escalation calls which agent are not able to collect solving the customer queries regarding product and to collect the dues over the phone, by making sure that the customer queries & issues are resolved at the initial stage to ensure 100% FTR along with 95% quality level and make sure the target is completed for the day and send Eod report.

April 2009-January 2010 Worked as an Assistance Manager in Jindal Intellicom for international 3rd party collection process. For U.S

Job Profile/Company Profile:-

Key Result Areas:-

As an Assistance Manager my responsibilities was to take care of the process, solving the client queries regarding product and generate revenue. And making sure that the customer get there debt releasing letter on time with good settlement. Achieving the process target and by meeting client expectation. Take escalation calls in keeping (F.D.C.P.A) in mind. Enter daily contest as required to achieve team target, maintain the floor with proper discipline, maintaining hourly report and monthly BPS (Best Practices Services), maintain daily disposition audit, check required login hours for the day with proper break timing and send EOS report.

Feb 15th 2010- Aug 2010 worked as an Operation Manager in ISE Global .

Job Profile/Company Profile:-

Key Result Areas:-

As an Operation Manager my responsibilities was to take care of different processes to run smoothly, with proper revenue generation, keeping client expectation in mind with proper quality.

Taking call center training with proper product knowledge, voice and accent training and prior to that giving an idea about US and UK culture. Bringing new processes which result in generating good revenue.

Sep 2010 - Till date working as a Process Manager in SMA E EXPERT PVT LTD

Job Profile/Company Profile:-

As Process Manager my responsibilities is to take care of different process to run smoothly, handling new project like T S Alloys Limited which is 100% subsidiary of TATA STEEL. And also handling CPV (CONTACT POINT VERIFICATION) OF ANDHRA BANK.

Presently working as a Business Development Manager and my responsibility is to bring new project adding new portfolio and dealing with new client day to day wise.

PERSONAL PROFILE:-

Father name : Mr. H. R Chauhan

Date of birth : 05/09/83

Gender : male

Language Proficiency : English, Hindi, Bengali, Oriya.

Educational qualification : Passed STD X from St. Joseph High school (B.B.S.R)

: Passed STD XII from broad of secondary education

: Passed Graduation in Bachelor of Arts.

This is herby to declare that the above information given is true to the best of my knowledge.

Date

Place: BENJAMIN CHAUHAN

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