operation manager Resumes in US-California: bidyutprava

operation manager Resume

Contact Candidate

Name:

bidyutprava

Location:

US-California

Experience:

Willing to Relocate:

Willing to Travel:

Most Recent Job Title:

operation manager

Personal Website:

Objective:

To pursue a challenging and rewarding career with a dynamic and reputed organization, that provides ample opportunities to learn, apply and enhance my knowledge for overall growth of the organization.

Resume Text:

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oles & Responsibilities:
o Constantly monitor to ensure meeting of Critical to Quality parameters
o Solving the problems of the customers that are not resolved by my team.
o Giving timely update to CSRs/Team leaders.
o Monitoring the call quality of the CSRs through regular call barging.
o Managing the daily report system (MIS).
o Team Management, Time Management, Goal Setting, Execution.
o Queue Monitoring ,floor walking ,Team Briefing
o Call Monitoring to ensure Compliance and Authenticity of call.
o Monitor Customer Satisfaction and FTR.
o Single Point of Contact for any Training
o Updating Leave cards and Handling all HR related Issues.
o Providing inputs to Management Team based on customer feedback.
o Analysis and action plan for outliers identified on AHT, quality and productivity metrics
o Maintaining service level and Abandon rate

Organization: Reliance Telecom, Bhubaneswar.
Designation: Senior Customer Care Executive
Duration: July 2004 to January 2005
Roles & Responsibilities:
o Handling inbound calls including queries, complaints & requests.
o Ensure New agents are trained on all Process related aspects
o Call Monitoring to ensure Compliance and Authenticity of call.
o Monitor Customer Satisfaction and FTR.
o Single Point of Contact for any Training

Organization: Xavier School, Bhubaneswar.

Designation: Teacher
Duration: August 2002 to June 2004
Roles & Responsibilities:
o Teaching (English/Computer).

EDUCATIONAL QUALIFICATION:

o Pursuing MBA in Arya school of Mgt and Information Technology under Sikkim Manipal University
o M.A. in Public Administration from Utkal University, Orissa (2004 – 06)
o B.Com from S.C.S College, Puri; Utkal University, Orissa (1998 – 01)
o H.S.E from Ravenshaw College, Cuttack.(1996-1998)
.

COMPUTER PROFICIENCY:

o Diploma in Business Communication from APTECH Computer Education, Bhubaneswar.

SKILLS &ABILITIES

o Excellent customer service/ support skills, ability to work well under pressure.
o Computer Knowledge ,Analytical Skills ,Customer Focus
o Excellent Communication skills, both written , oral & expertise in quality systems
o Strong communication and client management skills
o Create a culture that promotes performance, transparency and participation

PERSONAL PROFILE:

o Date of birth 7th May 1981.
o Sex Female.
o Marital Status Married.
o Mother Tongue Oriya.
o Nationality Indian.
o Languages Known Oriya, Hindi and English.

DECLARATION:

I hereby declared that all the information given above is true to the best of knowledge and belief.

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