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Professional Summary

§ An exposure to ITES industry over 9 years of professional experience.

§ Managed business assignments, of diverse teams and have worked in various markets including the UK, US, Canada & Australia.

§ Customer Oriented Placing and mentoring team.

§ Understands clients’ business issues, using technical background to articulate the value proposition of the solution to C-Level executives to create compelling drivers for adoption of these solutions.

§ Inclined and committed for Quality assurance and related services.

Gender

Male

Nationality

Indian

Years of Experience

9 years

Graduation Year

2002

Work Experience

Unisys India Pvt. Ltd. – Hyderabad

SME - Service Request Management

November 2013 - Now

§ Supervision & monitoring for smooth team function.

§ Generating team Performance, Aux reports on regular intervals.

§ Quality analyzation for the team.

§ Client interactions with weekly, monthly & yearly presentation on work synopsis for the account and team performance.

§ Escalation Management.

§ Hands on with ITSM, AD & other tool options within the account for processing user request.

Additional Responsibilities

§ Orientation & Mentoring new associates** **with process, tools & client requirements.

§ Maintaining team schedules & logs.

§ Training on corporate ethics,a analysispresentationsHands-onthe requestsprocess-relatedknow-howrequests processrelated knowon thehow requestsprocess-relatedknownthe how anrequests processrelated know the requestsprocess-related emailing etiquettes and other process related know how and problems.

24[7] – Hyderabad

Sr. Executive Operations

April 2012 - July 2013

§ Handled operations for the US Inbound process for Dish Network Services**.**

§ Resolved Technical issues with respect to service disruption.

§ Monitored and maintained consistency with the Quality & C-Sat score.

§ Handled outbound calls for the team in regards to escalation & user related queries.

Additional Responsibilities

§ Mentoring new associates** **on process tools & client requirements for the account.

§ Assisting associates with resolutions on call & maintaining the team score for C-Sat & Quality.

§ Taking care of the bottom performers to achieve the individual targets.

§ Responsible for making outbound calls for the team.user-relatedconcerning

Skills

  • Technical Skills

    Proficient in MS Office -Word, Excel & Power Point

  • Core Strengths

    Effective Communication skills. Lateral thinker Multi-tasking Resilience Eye to Detail Flexible & Adaptable Problem Solving Team Building

Education

Maulana Azad College

Arts -  West Bengal Council of Higher Secondary Education (Class XII)

1998 - 1999

Frank Anthony Public School

 Indian Council for Secondary Education (Class X)

1984 - 1997

Languages

Language

English: 

Professional

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