Customer Service Sales
Resume:
H # **
Kothanur
Hennur Cross
Bangalore
Ph: 998-***-****
E-mail: *******@*****.***
Sapna Nanjunda
Objective:
SAP CRM functional consultant with significant success, delivering specific contribution in the stream of
SAP CRM and carry forward that acquired expertise, creative talent and commitment to excellence with
the principle of continuous learning and innovation.
Professional Summary:
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Functional Knowledge in SAP-CRM Modules (Marketing, Sales and Service)
Knowledge in maintaining Master data – Business partner roles, Territory hierarchy levels,
Products and Product catalog. Have Knowledge in Marketing module – Marketing Planning &
Campaign management, Segmentation, B.P. Segmentation Lead Management and External list
management.
Knowledge in Sales – Opportunities, Sales Methodology (order & quotation) transactions, Basic
Functions.
Have good Knowledge in WEB-UI – Business Roles, Navigation Bar Profiles, Layout Profile, Role
Configuration key.
Have good Knowledge in Middleware – RFC Destination.
Possess good exposure in all kinds of uploads in SAP CRM
Good knowledge in ASAP Methodology.
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My Career – Debrief:
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Capable of handling and Managing a team of 15-20 agents (Inbound and outbound Customer Service) at
CA - HCL
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Attrition Management
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Conflict Management
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Leader in performing audit and conducting calibration session to attain 97% call audit accuracy.
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Key Leader in driving and responsible for achieving targets by the team
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Expert in conducting training sessions and categorized best Team lead within the organization.
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Identifying training needs of the team & assisting new hires through the learning curve.
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Expert in Client and interpersonal skills.
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Advanced professional on interacting with top level management with reports and achieving assigned SLA’s.
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Involved in operational reviews.
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Involved in team building activities like FUNDOO FRIDAY’S.
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Ensure individual targets by the team have been met, which in turn ensures that the overall team target is
met, which would help in meeting organizational goals.
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Built the first QA evaluation sheet for the CA process which included the parameters that the
associate would be gauged on.
Organization: CA-HCL
Period: Jan 23rd 2006 till 7th Feb 2011
Designation: LEAD SUPPORT
Job Description:
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Manage and monitor the queue ( calls, emails and chat )
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Control the AHT to increase the team productivity
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Review the cases and provide feedback for the team.
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Handle escalations from client and Main office
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Process improvement. Provide process training to the team as and when required
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Shift Bid was another innovative thought process from my end which had people strive to the top to get the
shift they required. This helped the organization, as the bucket “A” associates in terms of process, increased
drastically.
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Introduced the “Stack Ranking” module which benefitted the process by reducing AHT and increasing FCR
at an organizational level.
Organization: Computer Associates
Designation: Associate Service Representative
Job Description:
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Review the validity of payment plans offered to various clients.
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Analyze settlement offers for cardholders.
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Handle issues disputed by the cardholders.
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Manage all backend collection operations.
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Monitor and provide individual feedback for the team. Analysis is based on performance trackers and by
barging screens and calls on a daily basis.
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Monitor and update Call Quality, on barged calls for each Associate on a daily basis.
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Designing and implementing methods to improve productivity in terms of quantitative achievements.
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Impart practical knowledge on how to tackle various queries to the team, whilst providing impeccable
customer service & handle escalated calls.
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Documented Knowledge documents for the betterment of the process
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Mentor the new hires.
Accomplishment:
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Awarded Best in class world award for the best customer service provided.
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Taken up AHT project to reduce the team AHT which resulted in increased productivity.
Organization: AMERICA ONLINE
Designation: Senior Executive
Period: 2 Years (Sep 2003 to Sep 2005)
Job Description:
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Customer Support for Members of America Online.
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Handling Billing and Community Action Team (CAT) issues.
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Hands on experience in dealing with complicated issues on terminated accounts involving collection of
outstanding balance.
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Determination of validity of the charges, negotiating for making the payment and writing off the charges if
required in accordance with guidelines of our company
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Handling supervisor calls, Monitoring calls and supervising the Team.
Key Strengths
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Have a Proven record of exceeding the expectations of the company
Leading the team as a point of contact
Effective interaction with the new consultants with in the team with regards to call handling techniques.
Contributing towards the growth of new team members by monitoring calls and providing them constructive
feedbacks.
Review of statistics of the team and communicating the information to the team.
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Achievements
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Achievement of performance targets set by the management by constantly motivating the team members
Roaring tiger for the month of September 2004
Most consistent on lowest call time across the floor for 6 months in succession.
Being a point of contact (POC) for reviewing quality of individuals within the team and also responsible for
providing reports like Call time , Smart Transfer and MSI (Member Satisfaction Index)
Completion of Member connect certification program.
Won the medals for call time in MASOLYMPICS.
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Education:
B.Com. – SBRR Mahajana College, Mysore University
H.S.C – SBRR Mahajana College, Mysore University
S.S.C. – St. Joseph’s Convent, Madikeri
Technical Skills:
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Knowledge in Excel, PowerPoint and all MS Office Applications.
I hereby affirm that the information in this document is accurate and true to the best of my knowledge.
Place:
Date:
(Sapna Nanjunda)
Contact this candidate