Sample CV for call center jobs - call center CV formats
Sample CV for call center jobs - call center CV formats
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CAREER HISTORY
SR. EXECUTIVE – MIS - 23 December 2012 / till date
ABC TECHNOLOGIES LTD.
The Responsibilities includes:-
-Lead the team of 8 members to initiate all new reporting formats in excel which include generation, testing, automation, reviewed and implementation of all reports.
-Coordination with all 17 countries to collect daily reports and ensure compliance of the same by all countries.
-Analysis and generation of reports in excel using advance excel and VB Scripting viz. Daily Utilisation Reports, Shift Summary Reports from resources working in respective country.
-Preparation & ensure publishing of daily, weekly & monthly Dashboards to clients as per the SLA.
-Preparation of MSR (Monthly Service Report) for all 17 countries which includes analysis of all incidents where service outage happened, review of justification of delayed resolution,
availability & utilisation graphs, monthly meeting updates, service improvement plans etc. Ensure timely delivery of the presentation to client.
-Preparation of Power Point presentations to Higher Management of Comviva & Airtel as per the requirement.
-Automation of reports to save the man hours and minimize the errors due to manual efforts. Few reports automated were :-
--Utilisation Reports (Reports which contains data of 17 countries, Dashboard created where one can easily call any country’s data by click of a single button to get the utilisation and graph
for the desired period)
--Compilation of multiple files in one single sheet with single click of a button.
--Creation of multiple files from one single file based on the criteria viz. state wise, product wise, service wise etc.
--Dashboard creation where analysis can be done on weekly, monthly, quarterly basis along with updated graph with click of a button.
Also undergone various VAS products training as follows:-
USSD (Unstructured Supplementary Service Data) – 3 days training : Overview, message flows, web operations, health checkups of nodes, testing of utilisation of resources, disk space usage,
memory check, troubleshooting, GUI, information on Cdr log files
SMSC (Short Message Service Centre) – 3 days training :- Overview, message flows, message types viz. P2P, A2P, P2A, A2A, web operations, rules generation, health checkups of nodes, testing of
utilisation of resources, disk space usage, memory check, troubleshooting, GUI, information on Cdr log files
DDS (Dynamic Discounts Solution) – 3 days training : Overview, Usage of SQL database in DDS, various rules to predict the call utilisation viz. current day previous hour, previous day same
hour, previous day previous hour, ini config files, discount queries, discount criteria viz. MSIDN series based, MSIDN range based, class of service based.
MANAGER – MIS May 2007 / May 2011
ABC MANAGEMENT SERVICES PVT LTD., New Delhi
The company engaged in providing Security Services, Cash Services and First Level Maintenance Services to the ATM Industry, Banks and Industries having operations all over India.
Catering to the post of Manager-MIS responsible for independently heading and handling Centralized Data Centre (to support the Billing, Wages, HR, Operations & Management).
The responsibilities includes:-
DATABASE & REPORTS HANDLING
-Handling and maintenance of database for over 10,000 ATMs under Cash, FLM & Caretaker Services.
-Generation of Daily Takeovers Report in coordination with respective states by means of tele communication and through mail communication.
-Updation of information to various clients viz. Diebold, FSS, NCR, Euronet.
-Updation of database in SSMS Web Portal as back end support to 24x7 Call Centres operated in Delhi & Mumbai.
-Complete administration of the Web Portal viz. Data Pulling from Portal, Daily backups, Addition/Deletion of Entries, Policies making for authorization, generation of new User IDs.
-Generation of Weekly/Fortnightly/Monthly Call Analysis Reports and submission of the same to Clients and operation departments internally.
-Generation of daily Call Reports to clients.
-Generation of new data formats, reports structure as per the requirement of the reports.
-Liasioning with clients for 100% data accuracy by doing reconciliations from time to time.
-Reconciled/Consolidated Report generation for PAN India to be submitted to Management on Monthly basis.
-Client wise, Service wise bifurcated data submission to billing department on monthly basis.
-Generation of consolidated cash loading reports received from PAN India for generation of bills.
Reports:
Daily Reports
-Daily Call Report of Call Centre which includes pulling of data from server, bifurcation, analyzing and distribution of the same client wise as well as to Internal Operation Team.
-Daily New Takeover reports which includes liasioning with offices PAN India for updated database, updating of the same to Clients, Call Management Portal, Operation Team and to the
Management.
Weekly Reports
-Consolidation report on Manpower status PAN India duly reconciled with states.
-Consolidated report on total business status PAN India duly updated & reconciled with states and bifurcated with service, client & states concerned.
-Consolidated report on Weekly Performance of Call Centre as per SLA and analysis of chronic issues concerning to ATMs during one week, updating of the same to clients and operation team for
rectification of the same.
Monthly Reports
-Consolidated database of PAN India ATMs duly reconciled with client & states to various departments internally :-
-Operation Team
-Call Centre
-Higher Management
-Billing Team
-HR & Audit Team
-Consolidated report to Billing Team on transactions/cash loadings done during the complete month for various Banks and Clients as per SLA by
-coordinating with respective states for timely delivery
-consolidation & analyzing of the same
-generation of queries and resolution of the same
-submission & follow-up the same with billing till the approval from client.
-Manpower status report with new joined, resigned & full and final cases to HR and Higher Management for their review.
-Verification of conveyances, salaries sheets as per norms for all states offices on monthly basis :
-coordination with states for timely delivery of salary sheets to Head Office.
-comparison with previous month’s released salary/conveyance disbursed
-generation of queries and resolution of the same
-escalation of the wrong claims to Regional Head & Management
-deduction of the inflated claims
-submission of the same to Wages department for final disbursement
PERSONAL DETAILS
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A hardcore optimist and results-driven professional with an expertise in managing Customer Service Operations, developing and administering coherent strategies whilst improving internal
processes and procedures within a demanding environment, project deadlines and budgets for domestic & global clients.
Skills Set:
-Contact Centre (Blended)
Complaint Management
IVR & Self care
Retention & Upsell
Zonal CS Delivery
Retail
Vendor Management
Emerging Markets
Training & Development
Project Management & Strategy Planning
Work Expereince
ABC India Pvt. Ltd, Gurgaon
Head – HR Direct- HR Shared Services (Since, Jan‘12)
Oversee HR Direct operations for India servicing 12,000 + employees including Global support. Responsible for accurate and customer inquiries, process HR transactions, and administer
standardized functions.
Operations-
-Responsible for accurate and timely resolution of all queries raised at HR Direct.
-Overall responsible for HR Direct SLA’s including Service Levels, 1st Line Resolution and WIH Quality.
-Liaise with local & Global stakeholders to provide seamless level of service to end users.
-Analyze and publish trends in HR Direct reporting, provide insights and feedback to Management in a structured manner (trends in customer queries/issues, non-standard customer demands,
customer adoption of SSC.)
Learning & Competence Development & Human Capital Management-
-Calendarizing process knowledge trainings and monitoring progress against the same.
-Identification and documentation of agent-wise training needs (processs and behavioral).
-Motivate, manage, and lead team of AM’s managing independent teams
-Competence development of team covering process and behavioral aspect.
Stake Holder and Brand Management-
-Cohesive engagement with stake holders like HR engagement Leads and Unit Heads across BU’s
-Representation in Monthly Governance meetings.
-Reduce escalations and eliminate noise from BU’s.
-Branding- Showcase HR Direct as responsible and effective unit through effective via interactive mailers, road shows, quiz etc.
PQR Limited, Lucknow UP
Contact Experience Inbound & Knowledge Management Manager- (Apr’09 - May’10)
Managed 4 lakh daily Inbound transactions and operations through partners in Gurgaon, Indore, Lucknow Chandigarh and Mumbai
Customer Care Inbound and Outbound:
-Service Opex- Reduction in Calls per customer as per AOP, reduce complaints, increase FTR, through CLCM, Repeat, KCI & process improvements.
-Engage with internal/external stake holders including Shared Services team for robust operations.
-Review partner performance regularly for Contact center KPI through Monthly and Quarterly business reviews. Keep constant vigil on call centre SL, Answering Level, Abandoned, Call Quality,
ICE and Net Satisfaction scores. Communicate with Partner’s Sr Leadership/ Shared services team on daily basis.
-Enhance Customer Satisfaction by driving CSMM/CTA/ICE and Call Quality.
-Upsell-Achieve up-selling targets on VAS (Hello Tune, MOD and MCA)
-Process Adherence- Adherence to laid processes by cohesively engage with Shared Services & BPO.
-Emerging Markets- Reduce EM CPC and constantly identify opportunity areas to enhance self-care and ensure redirection to Airtel Service Centers (ASC). Identify high CPC rural locations
–devise and implement action plans. Coordinate effectively with Zonal Operations team. Share non ASC areas within Emerging Markets having higher CPC and complaints with Marketing to open ASC
on priority
-New Product Development- 100% U&R & VAS testing, reduce product failures and highlight gap.
-Drive and Monitor Self Care & monitor excess cost like credits/waivers and repeat calls.
-Forecasting volumes at partner locations. Provide flash to Finance.
-Coordinate with Mobility and shared services team for operational issues
Knowledge Management:
-Responsible for higher KM utilization across all partner locations.
-Ensure all relevant call handling material is available on KM for call handling.
-Ensure accurate and timely upload of all dynamic documents.
Training & Quality Engagement:
-TNI and oversee Development Action Plan (DAP) through Centum Learning team.
-Working in sync with partner Quality & Training for performance improvement.
Professional Achievements
-Awarded by Corporate CS and Circle COO for improvement in Prepaid CPC-Reduced calls per customer from an all time high of 1.10 in May’09 to 0.62 in Nov’09 within 6 months, since then UPU CPC
is within AOP
-National Complaint Reduction- reduction by 2% (9% from 11%) through process corrections and Marketing and IT integration.
-Conceptualized and implemented CCT projects- Live Call Bargin and Bhojpuri IVR.
Academic Qualifications
-MBA (Marketing)- ABC University – 19XX
-Bachelor in Science- ABC University – 19XX
Additional Abilities and Interests
-Music, swimming, travelling and Wildlife photography.
-Keen enthusiast for all kind of team and thrill sports and adventurous outdoor activities.
Personal Details:
DateOf Birth:
Languages Known:
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Work Experience:
April 20XX-till date:
Heading Call Centre Operations (Sr. Manager) with ABC BPO since April 2011.
Span of control 500+ people, 1 Manager as a direct reportee, 4 AMs, around 20 Team Leaders in the process.
Responsibilities include all the Inbound Call centre metrics, revenue generation through VAS for the client, People Management, Career pathing of down the line staff.
Role:
-Conducting Weekly / Monthly and Quarterly Reviews with the entire Circle team to gauge regular process and performance.
-Facilitate cross departmental interactions for new launches or any strategy changes.
Achievements:
-Increase in ICE (Customer Response to C-Sat SMS, post call) from 50% to 63%.
-Increase in QMC (External third party call audits) from 40% to 65%.
-Continuously met the Service Level which was a seldom phenomenon earlier.
-Increased VAS up selling from 0.59% to 5% within a quarter.
-Reduction in AHT from 135 to 125 by reworking the script and communication refreshers.
-Reduction in Headcount by 20% with a call volume increase by 10% highly affecting the P&L.
-Shrinkage & Attrition key factors to a better P&L and meeting SLAs, brought down much below required benchmarks, through effective engagement processes of the team.
Dec'02 - April’ 08:
PQR BPO, Noida
Assistant Manager-Operations
-Central SPOC for all BT Reporting and analytics Activity for Noida.
-Client was British Telecom Retail Segment.
-Joined HCL BPO as a Team Leader when BT was in the initial process of migrating activities to India and served them for more than 5 years in various roles.
-Promoted to Assistant Manager in January 2005.
-Responsibilities included meeting client’s SLA’s in terms of qualitative and quantitative deliverables. From developing, designing and implementing of the Process MIS, its effective use to
coach agents and meeting SLAs along with Dialer / Switch Management for maximizing productivity. Involved in regular interaction with the Client.
-Moved into the Operational Delivery support function (India Command Centre) from Core Operations for 2 years (Dec 02- Jan 05) to head the MIS /WFM and the System Access Management function
as Asst. Manager, Operational Delivery support for all BT (British Telecom) Retail processes. The movement was favored by the Operational/analytical skills I had proved during my tenure.
-Objective was to design, develop and maintain a Reporting Information Channel between the client and HCL (BT Retail) keeping the highest levels of accuracy and client SLA & quality
requirement.
-Closely associated with any new activity being migrated to Noida from the transition stage in terms of designing SLA reporting formats and the way they would be captured, reported and
monitored on a day, week, month and quarterly basis.
-By closely watching the performance of all processes in the centre (BT retail) on a day on basis & monitoring and presenting their SLA’s to internal management and the Clients. Identifying
gaps in performance and suggesting ways to fix them based on previous trends and forecasts.
-Wide exposure to various Process and Project Management cycles for seamless transitioning of all British Telecom activities from UK to India.
-A team of around 4 Team Leaders and 35 technically skilled executives collated performance results, suggested rosters, for different outsourced processes running for BT Retail on various
applications bring them on a homogenous platform in order to facilitate smooth flow of information to the client and the HCL Senior Management. The same was done by the use and implementation
of most commonly used tools across the Industry.
-Responsibilities also included on managing system access requirements for the entire workforce at Noida working for BT retail. The various CRM’s and web based applications used at the centre
are all maintained and controlled by BT for security reasons. This was done in close coordination with a dedicated team at the client’s side.
-Last but not the least was the analysis part, to identify gaps and advising the delivery team towards fixing of the gap. It is like providing consultancy on internal BPR for deriving maximum
productivity through the best possible utilization of the available resources.
-Before moving into Operational Delivery support served as a Team Leader in core operations (different British Telecom processes) and managed a team of around 20 people in 2 various voice
based inbound/outbound Campaigns. Processes Pathfinder, BT Directory & Event Management.
Education:
- PGDCIM, Computers and Information Management from UP electronics Corporation – 19XX
- Bachelor of Science (B Sc.) 19XX
Personal Details:
Date of Birth:
Languages Known:
Address:
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Professional Summary .
- Over 8 years of experience in Customer Service and Call centre routing handling in the BPO-ITES industry.
- Experience in working directly with the end customer and technical team for process improvements, I come with effective client management and communication skills which contributes in
achieving the organizational goals.
Areas of Expertise
-Customer Service Management.
-Complaint handling and resolution.
-Customer Satisfaction Enhancement.
-Team Building & Training.
-Resource Allocation & Optimization.
-Training & Development.
-Call routing handling.
-BCP – DRP handling.
Professional Experience .
Total work experience: 7 Years
Tactical Operations Centre Analyst (TOC Analyst)
Job Profile:
-Real Time monitoring and reporting of Service Levels of clients to management using applications like Webview, Avaya and CISCO ICM.
-Setting up Service Level review calls for clients which are falling short of the Daily Service Level expectations of management and capturing and communicating the summary in the form of
Minutes.
-Central communication centre for all GE owned BPO sites across the globe during emergencies/issues.
-Coordinating between sites and setting up bridge calls during emergencies such as BCP-DRP situations.
-Maintaining a record of outages and all issues such as, application issues, voice issues, etc., impacting the ability of a site in servicing the customers.
-Setting up real time views of new clients on various applications used by the management such as Webview and ICM.
Achievements:
-Awarded with a special recognition certificate for building rapport with clients with effective communication.
-Consistent EE (Exceeding Expectations) performer every month.
-Cutting Edge award
Phone Banking Agent, Process Developer, Escalated Help Desk (EHD) Specialist and Subject Matter Expert (SME).
Job Profile:
-Answering Inbound customer calls for US based customers on Credit card queries.
-Handling Escalated calls.
-Overall Process monitoring & take corrective steps when required.
-Sending timely Dashboards on the performance of New Hires / process improvement initiatives for customers.
-Training New Hires on process details and assisting them once they are on calls by performing side by side bargins.
Achievements:
-Awarded with a special recognition certificate for outstanding performance within a year of joining.
-Chosen for the role of an SME&EHD specialist with the highest overall score among all associates.
-Spearheaded learning and development process for more than 80 process associates by creating various Power Point presentations which can be used for New Hire trainings.
-Conducted monthly assessments for New Hires to improve process knowledge.
-Contributed in data gathering for managers by working on applications such as CCRP (Customer Call Resolution Process).
-Suggested important points for improvement of applications with the management.
-Voice and Quality SPOC for the team.
Technical Skills
-MS Office (All Applications).
-CISCO ICM certified.
Education
Post Graduation - MBA in HR | XYZ – 20XX
Bcom | ABC University, 20XX
Interests
-Travelling
-Sports
-Music
-Gaming
Personal Details:
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