What type of job are you looking for?
Middle level positions in Telecom Services -- Operations
What nationality are you?
Indian
What languages do you speak (and at what level)?
English ,Hindi,Telugu,Tamil i can read, write and understand
What country or area are you looking to work in and why?
INDIA , Hyderabad (Andhra pradesh)as per my Location
What countries have you worked in?
India
What countries do you have a visa to work in?
Not Applicable
What field do you currently work in?
Customer services -- Operations (AIRTEL)
What fields have you worked in before?
Customer Services -- Operations Back end Process -- operations Quality
What qualifications do you hold?
Graduation in B.COMM Diploma in Advance software technology...
Which do you consider more valuable? Formal education or skills and why?
Both Formal education and Skills will definetly help you achieve your set goals with a ease.
Describe the benefits of working with others
communication skills will be developed team work is required to achieve targets unity and team spirit will add high values.
Describe the benefits of working alone
acheiving 100% accuracy towards achieving set goals. high confidence level gaining more knowladge
What was your worst working experience?
Handling customer complaints without aplications.
What is the most important lesson you have learnt throughout your career?
Delighting our customers will give more Business.
What unique skills do you have?
Team Leader Customer Care Airtel Post paid (Nov 2006 Till Date) 22 Months.
Joined as Team Leader for Airtel Post paid Customer Service on Nov 20, 2006 and got promoted as Sole Responsible for 2 new process from Client Dealer Helpdesk and Mailtel (Aug 2007) Direct reporting to Program Manager Operations (PMO) within my tenure in the company.
Handling a Team of 20 Customer Care Representatives. Ensure daily service levels are met including the agents productivity. Quality and Service levels. Monitor the over all team performance which includes AHT, ICE, FTR, FLR, Call Quality along with the Login and Productivity hours. To monitor calls executive wise and lay down training requirements based on the call monitoring. To give effective feedback to the members on a regular basis based on the performance. Co-ordinate with the client for regular product updates and passes it on to entire team. Data to be assimilated for reporting to the client team wise daily. Groom Subject Matter Experts. Handling high level escalations and provide resolution. Floor handling. Ensure adherence to all Work Values laid out by the company. Identify the pain and the gain areas and impart training on the same. Plan process developments and work towards their implementation. Mentoring New hires to scale up with the Business Standards in PNP (Policies & Procedures) Responding to Customers queries thru various mode of contact i.e. out bound Calls/Emails. Handling Refresher Trainings to the team members on daily updates and process changes. Motivating the Team to perform better by constant feedback. Conducting Team Huddles on daily and Weekly basis Discuss, Analysis and strategize with Support functions to improve team metrics
What would you consider as your 'dream job'?
Earning more by delighting my customers on day by day process.
What are the most interesting aspects of your field?
delighting my customers
Wjat are the least interesting aspects of your field?
Handling customers without proper resolutions.
How can potential employers contact you?
Mobile Number : +919866011646 Email:anilraja_leo@yahoo.co.in g.anilraja@gmail.com anil.gurunathan@hindujagsl.com
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