My  RESUME                             (Resume Code no. 035)

B. HIMALATHA  

 Email    :     (hidden) Only For Admin & Employers. (Contact to admin)

 Phone    :    (hidden) Only For Admin & Employers. (Contact to admin)

Seeking a challenging environment in an esteemed Organization that encourages continuous learning and provides exposure to new ideas. To excel in the field of Customer Support, and to become a successful Asst Manager and to do my best in any given challenge.

Educational Qualification:

Computer Knowledge:

Languages                    :                   C , FoxPro

Packages                     :                   MS-Office

Operating Systems       :                   Windows 95 & 98, MS-DOS

DBMS                        :                    MS-Access

Critical Competencies:

Ø      Possess  good leadership qualities

Ø      Ability to deal with people diplomatically, willingness to learn.

      Excellent Communication skills with exceeding productivity and

              trade creative mind. Having good Consulting skills too.

Summary:-

              Having 3 years of high profile experience in Call Centers for Customer Support .

Having experience in both INBOUND & OUTBOUND callcentres.

Area of Interests:-

              To explore the maximum knowledge and growth in the field of

              Customer Service, Customer Satisfaction and Services Technologies.

Work Experience:

Company                          : SERWIZSOL (TATA BPO)

Designation                      : Team Leader (June 2004 to till date)

Job Profile: 

Ø      Achieving overall productivity and service level targets of the team

Ø      Improving overall quality of service and increasing customer delight levels

Ø      Monitoring and maintaining quality of interaction with customers

Ø      Monitoring Service Levels - Periodic collection and analysis of data received.

Ø      Preparation and submission of periodic reports to client.

Ø      Ensuring complete satisfaction of the customers / clients.

Ø      Daily planning and delegation of tasks and duties to the team to ensure that all metrics and service levels are achieved on a daily basis.

Ø      Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.

Ø      Conduct monthly 1-2-1 reviews, setting goals & objectives for agents.

Ø      Identifying the training requirements of each Team Member and providing for the same in the appraisal sheets.

Company                          :     Protonweb BPO Pvt. Ltd.

Designation                      :     Team Leader (June 2002 to May 2004)

Job Profile: 

Ø      Responsible for production and 100% quality of the team

Ø      Preparing process flow reports for new projects.

Ø      To monitor team’s performance on hourly basis.

Ø      Monitoring calls for quality and rejection calls

Ø      Handling software, Compliance related problems.

Ø      Training the new members of the team and conducting mock calls for new trainees.

Ø      To help increase performance level of poor performers.

Ø      Preparing daily and weekly reports of the team.

Ø      Assist the team managers in planning and monitoring the agents of the team.

Ø      To ensure that team maintains discipline and all rules set by the company are followed

Ø      Sending the reports of performance, call audit and quality on a regular basis.

Ø      Interacting with the client and updating them on the progress of the project

Ø      Also updating the team as per client specification.

Extra Responsibilities:

Ø      Setting the call monitoring process and benchmarks for new projects.

Ø      In charge of smooth execution of the project.

Company                          : Support Direct India Pvt. Ltd.

Designation                      : Trainee Manager (Dec 2001 to May 2002)

Job Profile: 

Leading a team:

Ø      Preparing the goal sheet

Ø      Setting goals for the team members and ensuring that they are achieving the goals.

Ø      Being a leader, by setting an example of myself and leading them from the front.

Ø      Motivating and supporting the team members. 
                                        

Hobbies                        :                        Listening to Music.

Languages Know          :    Speak    :   Telugu, English, Hindi & Tamil Write :     Telugu, English, Hindi 

Personal Profile:

Name                    :                        B.Himalatha

Date of Birth        :                        15-06-1979

Gender                 :                        Female

Communication Address                        :       (hidden) Only For Admin & Employers. (Contact to admin)

                                                                        Hyderabad-500016.

Apply Immediately for an interview call ::::

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