BPO Call Center, Back Office >> Customer Care Executive 
Customer Service Agent Resume Sample, Experience : 2 years

Career Objective:
To develop personal skills and grow in an organization which demands excellence and quality. To use acquired skill sets in the growth of the Organization.
Educational Qualification:
Graduation
University: Sri Venkateswara University
College: J.B.Degree College
Degree: B.A. (Regular) from S.V.University
Intermediate
Board: Board of Intermediate Education, Govt of Andhra Pradesh
College: J.B.Junior College
Group: H.E.C.
Percentage of Marks: 75%
S.S.C
Board: Secondary School of Education
School’s name: Railway mixed high school
Percentage of Marks: 95%
Work Experience:
Worked with ADP from 14th April 2008 till 31st December 2009
Working with C3I as a customer service agent from 8th Aug till date
Role in process Transition
**Leading the team of 3 members in transitioning a process
**Responsible to understand and absorb process downloads of successful Transition.
**Point of contact for the client
**Leading conference calls, preparing dashboards for reporting purpose.
**Pre-Quality checks done for work completed at India.
**Responsible for maintaining turn around time
OPERATIONS:
**Operations included the CTQ’S like:
**Maintaining Average Handle Time of 180 Seconds
**Call Quality was maintained at 100%
**Soft Skill Scores were above 90%
**Ecvoc had no dissatisfies
CLIENT RELATIONS REPRESENTATIVE:
This is a Clustered Process and was very critical to the client.


The job profile had the following features
**Maintaining direct contact with the Client
**Completing work cases that are given by the client and responding back within the turn around time.
**Preparing reports and providing accurate information to the client as per requirement.
Business Developments Lean Ideas:
Had successfully 4 Lean ideas approved by the Client on Process improvement Measures**
The lean Ideas were implemented which resulted in
**1 Call resolution to the customer
**Reduction in the volume of calls
**ECVOC results reflected more customers satisfies
Escalated Help Desk:
In a short span of time was placed on the escalated help desk to take escalated calls.
Responsibilities:
Was responsible for conducting Process Huddles on process updates.
Floor Walking and helping the New Hires to come up the learning curve
DISPUTES PROCESSING:
**Was responsible for creating and assigning case numbers for disputed charges.
**Maintaining Turn around time very effectively for the assigning cases and resolving disputes.
**Had a key role to cover while transitioning process work to India..
**Trained a team of 6 associates in a span of 3 weeks to start production effectively
**Preparing reports on a weekly basis and reporting it to the Client
**Setting up conference calls with clients on operational aspects for the smooth running of the process.