Subject Matter Expert
BLS International
Total years of experience :16 years, 8 Months
Achievements:
• Actively took initiative in all work.
• Achieved Appreciation Certificate twice for Best Customer Service.
• Got promoted as SME (Subject Matter Expert) (Training and Quality Department) as Trainer and Quality analyst under Country Manager.
• Acting Assistant Manager
Key Responsibilities:
• Trainer
• Quality Analyst
• Supervisor
As Trainer
• Conduct customer service training.
• Develop, implement, and monitor training programs within an organization.
• Supervise technical training for staff.
• Conduct orientation sessions.
• Create brochures and training materials.
• Develop multimedia visual aids and presentations.
• Create testing and evaluation processes.
• Prepare and implement training module
• Evaluate needs of company and plan training programs accordingly.
• Conduct performance evaluations.
• Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.
• Manage staff of classroom facilitators.
• Provide performance feedback.
• Conduct continuing education training.
• Provide leadership development education.
• Assist with the development of strategic plans.
As Quality Analyst
• Maintaining Quality by giving regular coaching and refreshers.
• Preparing MIS Report
• Analysing the report
• Conducting weekly tests.
As Supervisor
• Managing the crowd of customers
• Managing the staff
• Delegating tasks
• Monitoring the team’s performance
• Assisting the team by performing the tasks with them
• Helping with training and development
• Completing paperwork (yes, there’s always admin to do)
• Handling complaints (from both staff and customers)
• Helping to hire new staff
• Reporting to senior management / personnel when required
Outsourcing, Administrative services Document Controller (Customer Service)
• Providing office services for Implementing Administrative Functions, procedures, and policies, and monitoring administrative projects.
• Promoting Value Added Services: Providing the online Visa and Passport Form filling services to people.
• Screening visa/passport applications and documents, conducting quality controls, preparing Security Advisory Opinions (SAOs).
• Recommending service classification according to changing set of immigration laws, regulations, and procedures.
• Ensuring that the legal requirements of the application have been met.
• Exercising good judgment in referring sensitive cases to supervisor.
• Handling daily activities (administrative & functional) at the centre.
• Meeting with Manager to discuss possible improvements to customer service.
• Review & document existing quality standards that affect the service, efficiency and productivity.
• Answer the calls for various queries relating to Indian Visas and Passports.
Other Responsibilities:
• Sending an emails to concerned department to educate other functional departments through proper channel regarding the specific requirements of clients.
• Answering calls at call centre.
• Sending reports to concerned department at the end of the day.
Achievements
• Achieved high number of leads.
• Consistence growth of installing the software in number of cafes.
• Highest Rated Executive on Client Service in 2011-12.
Responsibilities
• Handling inbound calls and making outbound calls.
• Generating Leads.
• Handling inbound calls and making outbound calls.
• Solving customer’s queries with proper guidance.
• Assisting customers with installation of software, and providing training to the customers related to the software
Other Responsibilities:
Preparing Job Records.
Preparing Power point Presentation.
Maintaining Excel
Managing accounts of cafes with consistence growth.
14 July 2008 to 09 Sep 2010-
Mphasis an HP company for Australian Finance Back end process.
Job Responsibilities: -
• Administering petty cash.
• Experience of MS Word and MS Excel.
• Able to efficiently carry out general administrative duties.
• Experience of month-end duties and pulling together management accounts.
• Strong ledger skills.
24-Oct 2006 to 14-Aug 2007
IBM DAKSH (India) for Telecom Inbound process.
www.IBM Daksh.com
Job Responsibilities: -
. Working cohesively with a financial team
• Providing an analysis of integral business decisions
• Supporting and helping to reach long and short term financial goals
• Implementing procedures to improve on various financial and business processes
Training courses attended
Ms Office.
Achivements: Star of Quality (Certificate)
Business Administration
B Com 2005-2006 Pune University (India)
S.S.C 2000-2001 Maharashtra (India)