Managerial opportunities in Operations / Customer Service - Sample Resume

Managerial opportunities in Operations / Customer Service - Sample Resume

Dilip Kumar
Mobile: +91 XXXXXXXXX
E-Mail: dilip-kumar@gmail.com

Seeking managerial opportunities in Operations / Customer Service with a growth oriented organisation in the BPO industry.

Location Preference: Hyderabad

PROFESSIONAL SYNOPSIS

-A dynamic professional with 6 years of rich experience in Customer Support, Operations and Team Management in the BPO industry.
-Expertise in handling the process operations with key focus on optimal utilisation of resources.
-Track record of consistently achieving the targets while working with dynamic teams.
-Possess excellent interpersonal, communication and analytical skills with demonstrated abilities in customer relationship management.

CORE COMPETENCIES

Customer Support:

-Interfacing with the clients for timely collections; ensuring rendering of effective solutions to the clients, in-line with the specified guidelines on operations shop floor.
-Identifying improvement areas & implementing measures to maximise customer satisfaction levels; taking escalations for resolving critical issues.

Operations:

-Taking various initiatives for maintaining SLA (Service Level Agreement); coordinating with various support functions viz. Quality, Technology, etc.
-Ensuring CTQ closure: Productivity-Capacity based Turn Around Time (TAT) through time studies & capacity planning and accuracy base-lining.

Team Management:

-Mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
-Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
-Imparting continuous on-job training for accomplishing greater operational effectiveness / efficiency.
-Working on succession planning of the workforce, shift management activities, appraising the member’s performance & providing feedback.

ORGANISATIONAL EXPERIENCE

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Key Deliverables

-Accountable for maintaining confidentially of customer’s details and ensuring safety of information.
-Handling the telephone calls for Credit Card users onshore for various tasks.
-Responsible for processing the payment transactions over the telephone.
-Managing the customer’s accounts, especially the ones that are behind with payments.
-Negotiating with end-users for better payments for healthy account status.
-Functioning as Advisor without any formal qualification.
-Ensuring adherence to all the policies and procedures.
-Liaising with the other departments to resolve the customer’s queries.

Notable Achievements

-Received numerous appreciation mails and phone calls for outstanding performance & contributions.
-Due to excellent customer support skills, the calls were made to listen to the peers during training.
-Successfully increased the customer satisfaction level through effective customer servicing.

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Key Deliverables

-Conducted analysis of the prospectus and other documents like Fact Sheet, Annual Reports of Mutual Funds.
-Liaised with the Traders, Fund Managers and middle office teams to obtain latest AUM / NAV of various funds.
-Coordinated with middle office & technology teams to resolve issues related to data quality and feed management.
-Approached various internationally known Fund Managers for information on Funds.
-Checked the external credit rating on websites like Standard & Poor, Moody’s, Fitch, etc.
-Responsible for setting up the credit limits for various clients while taking foreign exchange into consideration.
-Rendered risk grade to various Mutual & Pension Funds on the basis of country risk and investments made by the Fund Managers.
-Ensured 100% compliance to the process related policies, guidelines and controls.

Notable Achievements

-Received appreciation from the clients for excellent services, involving compliance to TAT and SLA.
-Rendered valuable ideas & suggestions to improve the process which were in the pipeline.

QUALIFICATIONS

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IT SKILLS

-Operating System
-Languages
-Scripting Languages
-Packages

PERSONAL DETAILS

-Date of Birth
-Residential Address
-Languages Known