CV Profile No.28777

Experience in the following industries :

• Call centers, hotlines
• Education, training
• Services other
• Social, public and human services
• Telecom

Professional experience

• Customer service Representative
• Aditya Birla Minacs
• 11.2008 - 05.2011
• • Customer communication [voice] • Taking Call of idea Prepaid customer and resolving their Query, Complain & Request • Provide Correct & Complete information with good Quality and Less AHT • Ensuring the customer is satisfied with all the queries that they had.  Have to achieve given KRAs (Quality, AHT, ICF, Login hours) • Attending briefings, refreshers and meetings for any process related updates.

• Process Trainer
• Aditya Birla Minacs
• 05.2011 - 12.2011
•  Conduct to NHT batches about Product, Process & System of idea prepaid Gujarat.  Try to full fill all the perimeters as company & client requirement.  Also maintain daily reports like Training Utilization reports, Attendance reports, Attrition forecast, TAT, Timesheet, Master attendance etc.  Send the data of daily training reports to authorized person as well as client.  Conducting Refresher training.  Motivate and inspire team members to achieve goals.

• Quality Analyst
• Aditya Birla Minacs
• 12.2011 - 01.2014
•  Audit daily 50 calls given by the client on daily basis  Recorded feedback to let the customer service rep know about his/hers areas of improvements.  Bring in necessary change to the process and constant updating of call center core process.  TO check whether the CSR has incorporated knowledge and followed appropriate process to serve the customer.  ICF call monitoring for improve team and process ICF scores (instant customer’s feedback)  SBS (side by side) monitoring for bottom performer.  Taking TNA (Training need analysis) refreshers for process bottom performer  Pool out the report of Daily performance of team and send it to Team leader.

• BPO, Retail and Computer Trainer
• IL & FS Skill development institute
• 01.2014 - 10.2014
•  Worked for PMKVY project (Formerly known as STAR)  Taking BPO training for fresher and experienced candidates  Manage trainees details like attendance, Daily training photographs in MS excel and hard copies.  Manage assessment of BPO for entire Gujarat  Making presentation for meetings with clients  Responsible person for computer LAB.

• Senior Process Trainer
• ESMS India service Pvt Ltd
• 10.2014 - 09.2015
•  Taking NHT batches for reliance inbound process.  Taking customer service / soft skill session for NHT and up skilling batches.  Making external and internal reports for training  Responsible person training team in absence of training manager. Conducting refresher training for tenured bottom performer associates.

• Senior BPO Trainer
• Rural shores skill academy PVT LTD
• 09.2015 - 12.2016
• Taking BPO training for fresher and experienced candidates  Responsible person for whole center in absence of center manager  Manage center reports.  Mange center activities like training, mobilization, placement, end to end throughput.  Working on government project DDUGKY & PMKVY  Manage trainees details like attendance, Daily training photographs in MS excel and hard copies.  Manage assessment of BPO course.

• Sr. Quality Associate
• Tech Mahindra LTD
• 12.2016 - 06.2018
•  Daily call monitoring as per client targets  Coaching and feedback on the basis of audited calls  External & Internal Call calibration  Internal & External reports management  Escalation handling from client  Extra call monitoring for bottom performers  Content preparation for TNI  Daily Service request Audit which is closed by Prepaid-Postpaid associates  Coaching and feedback on the basis of audited Service request  External & Internal Call calibration  Internal & External reports management in MS excel  Escalation handling from client  Content preparation for TNI

• Quality cum MIS Head
• Orion Secure Solution Pvt LTD
• Since 07.2018
•  Master Trainer certified under E-SOP of DDU-GKY  Training centre inspection  Centre and Batch management of 4 districts (Mahisagar, Mehsana, Patan and Junagadh)  MPR (Monthly progress report) Portal updation  Aadhar enabled Biometric attendance portal updation  Kaushal Panjee Portal updation  Invoices preparation of partners  Provide the solution or suggestions to achieve all non-conformances obtain during the TSA and SRLM.  Maintain all reports and share with Govt. Department (SRLM, NIRD) & Management.  Provide training on the policies and procedures and communicate awareness on regular basis.  Document verification of all enrolled candidates  Responsible person of MIS data for entire Gujarat  DDR Preparation, Validation and Monitoring of all compliances  To ensure smooth running of all operations related with projects as per SOP guidelines.  Co-Ordinate with government officials for batch creation, batch verification and batch completion  Coordinate with District Livelihood Manager for village wise mobilization  Center Setup help as per DDU-GKY SOP.  Verify and certify that the course content is uploaded at the web site for all domains  OJT verification  Desk verification of placement documents