Work Experience
Sr. Customer Service Executive & Acting Team Leader for UK based Firm-British Telecom
HCL-Technologies – BPO Division, NOIDA March’09 – Feb’13
My Organization was founded in 2001, pioneered third party BPO (Business Process Outsourcing) industry in India by launching HCL Business Services (formerly HCL BPO Services).HCL Business Services provides 24X7, multi-channel and multi-lingual support in 8 European languages. Over 11,500 professionals operate out of 26 delivery centers across US, UK, APAC, Europe and South America.
Highlights
• Handled the accounts of BT clients, cancellation, renewal of their contracts with BT, customer service etc .
• Handled customer inquiries, complaints, billing questions and payment/service requests. Calmed angry callers, repaired trust, located resources for problem resolution and designed best-option solutions.
• Verification of customer service information and recommendations of the products which would reduce the bills accordingly.
• Prepared daily workloads for staff & coordinated the daily allocation of work.
• BT brand promotion via email.
• Worked with the sales and marketing team to drive sales forward.
• Provided email,soft skills and process training to new team members.
• Monitored & reported on standards & performance targets.
• Arranged & chaired weekly team meetings, focused on targets & achievements.
• Implemented new initiatives.
• Praised team members and created a positive working environment .
• Provided prompt and accurate information on individual performance.
Project – Unlimited Call package :-
Collected data of 500 BT Business Tycoons who had huge call charges. I initiated a project which was named as “Unlimited call package. In this project, we offered a call package to the customers who had high call volume. When it was introduced , many customers got attracted towards this package and within one week 10,000 BT customers bought this package.
I was awarded with £200.00 by BT for this remarkable piece of work
Professional Achievements:-
• Received 26 times “star of the month” award.
• Ranked Outstanding” in every half yearly Appraisal Cycle.
Team Leader – Tech Sales for UK based IT firm – Iqon Technologies
DIGITAL HUB, New Delhi JAN’06 – October’08
My Organisation was founded in 2001; it was a small BPO,having the capacity of around 150 seater . Our Mission : “To provide the highest level of world class services to our clients and to ensure customer delight, building loyalty and creating opportunities”. Our Goal : “To built-up a strong, successful and long-lasting relationship with our customers. The emphasis is on deliverance of quality services before schedule”.
In 2008,Company shut down their BPO operations due to cash crunch situation.
Highlights
• Sold Desktops, Laptops and other peripherals to UK customers.
• Knowledge of Macintosh, windows, Microsoft Office.
• Developed impressive sales plan through effective sales methodology.
• Identified opportunities for development of new sales area through extensive research of IT field.
• Updated customers regarding constantly changing software, hardware, and peripherals.
• Enabled customers to maximize use of software by providing proper user training.
• Delivery of team sales, service level components, quality and productivity targets & indicators.
• Operational Management: Managing the floor, adherence to schedule.
• Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Training and development of staff.
• Motivation, leadership for a team of 20 and developing future leaders.
ACADEMIA
Political Science (Hons.) :- 2001 – 2004
Delhi College of Arts and Commerce (University of Delhi)
Diploma in web designing and software engineering :- 2003 -2004
F-TEC
M.A. in Economics :- 2006-2008
MBA in Operations & International Business (Dual Specialization) :- 2011-2013
IMT Ghaziabad. – (Distance Learning)
