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Call Center BPO Resume Sample

Call Center BPO Resume Sample
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Call Center BPO Resume Samples(Text format)

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About Me

Center Head – BPO

Possess natural flair for developing strategies to enhance clients/ customer relations, quality process, process management, audit compliance, call barging, call monitoring and AHT Handling; excellence in overall quality management encompassing testing, usage of tools, making reports and presentations while implementing quality mechanisms to deliver the desired output.

    • Dynamic & result oriented professional with rich cross-functional experience of XX years in handling entire BPO operations ranging from ensuring SLAs, SOP’s, Local work instructions, Process flows, Team Forecasting,

Workforce Analysis, Basic Matrix Reporting and recruitment

  • Gained significant people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, career planning
  • Exposure to Domestic & International business culture thereby having the ability to work in highly diverse environments with people from varied background; mentoring of the team members as well as maintaining TAT, Quality, Productivity and Behavioral aspects of the Team
  • Distinction of steering improvement initiatives with focus on streamlining & managing operations with proactive planning, introducing new concepts, steering change, etc.

EDUCATION

management, Master of Business Administration, Completed, February 2002

ABC School

CBSEMarks 70%

noida, Uttar Pradesh

Work Experience

March 2002 - June 2005

Customer Service

abc pvt ltd

noida, Uttar Pradesh

Key Result Areas:

  • Handle & resolve escalations / customer complaints while in line with SLA and KPI’s in terms of Quality /
  • Productivity / Escalations / Transfers; reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction as agreed with the client
  • Manage Inbound/Outbound & Back office and ensure their SLA/deliverables are in the line of customer requirement
  • Involved in recruitment, training, inductions and on floor training for the agents. Conducting of continuous development training program and refresher training programs
  • Identify and suggest areas of improvement on the process to higher management for review while regularly updating and providing performance related reports
  • Deal with customers to determine requirements and resolve incidents
  • Direct & indirect reporting for all functions and ensures their alignment to center as per the requirement
  • Closely monitor the center profitability, EBIDTA & RPA while working with finance closely
  • Conceptualize and introduce various activities/ programs/ contests to recognize best performers, enhance productivity and boost the morale of team
  • Coordination with relevant departments/Union/Police/Labour office for smooth functioning at work
  • Ensure customer centric operations and identifying areas for improving and enhancing customer service initiatives through implementation of feedback received from them

Key Highlights:

  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????

January 2002 - May 2005

Customer Service

abc pvt ltd

New Ashok ngr, Delhi

Key Result Areas:

  • Supervised calls from different desk and handling customer escalations and coordinate with other departments to resolve issues. Handling call calibrations and conducting training sessions for the team.
  • Provided assistance and overall man management while working with Research and Development team.
  • Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process
  • Determined process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth
  • Created best practice and knowledge sharing database to improve the overall quality & productivity; Raising CRF (Candidate Request Form) and conducting interviews for our team if required
  • Established healthy business relations and developed excellent rapport to retain customers and provide technical guidance to Colleagues & customers
  • Involved in compiling reports & reviewing project performance with Team Manager on weekly and monthly basis
  • Accountable for conducting regular meeting with Team and Management to discuss volumes processed; preparing rosters as per desk utilization and maintaining Timesheets every monthSupervised regularly various MIS log like productivity report Overtime, System down and Transport report with 100% correct data to provide feedback to the top management for effective rendering of services

Key Highlights:

  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????
     

Training Certifications

  • Arvind Yadav abc institute, 2004

Skills

Computer Proficiency

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  • Todo.vu

Languages

  • Hindi
  • English

Personal Interest

Exhibiting a desire to experience new cultures and environments—especially if your role would involve working with foreign colleagues, partners or clients—can really help your resume shine.

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