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| Position wanted: |
Customer Service |
| Job category: |
Customer Service |
| Preferred Location: |
Oman |
| Preferred City-State/County: |
Muscat |
| Objective and Resume Summary: |
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Curriculum Vitae
Objective
Intend to structure my growth in pace with the ever-changing corporate environment. Make my learning curve to move in a linear fashion along with the growth of my functional & technical skills coupled with overall personality development in order to face the challenging times ahead.
Educational Qualification
Passed ICSE from St.Germain High School, Fraser Town – Bangalore (year 1996)
Graduated B.Sc in Environmental Science from St. Joseph’s College (year 2002)
Additional Qualification
One year Diploma in Computers from LCC, Fraser Town- Bangalore
Core Competencies
• Time/Relationship Management
• Mentoring, Training & Coaching
• Time & Resource Optimization
• Strategic Thinking
Work Experience
Worked with MSOURCE from 23rd May 2002 till 12th August 2003
Post: Process Executive Accounts Receivable/Customer Support Executive
Job Profile:
• Part of an Accounts Receivable Team
• Responsible for Customer Collections on Citibank Credit Cards
• Responsible for the performance, scores, improvement of the team members
• Scheduling & coordinating team meetings and team activities
• Involved in preparing and presenting weekly dashboards which captures past dues in various buckets and actual cash collected.
Worked for Hewlett Packard from 15th December 2003 till 3rd January 2008
Post: Senior Customer Support Executive (Global Call Management)
Job Profile: I’m a Global Call Management Specialist and my job profile is as listed below:
• Logging cases for Global Value Customers who use HP products (Servers, Workstations, High end Printers) and have a contract with HP for support.
(There are different kinds of contracts according to what the customers have chosen. These contracts have certain criteria as 2 hour fix or 4 hour fix where in once the customer logs the call with us we need to ensure that an Engineer visits and fixes the issue within 2 or 4 hours respectively.)
• To ensure that the service level is met we do end to end Event Management wherein we need to monitor the case from the time it was logged till the time it has been closed. Event management consists of calling the diagnostics team (who are responsible in actioning the case once it is logged and dispatched to them) in case there is a delay in actioning the case. It also involves collecting the Engineer Details once the case is finished so that we can close the call.
• We need to keep a report of each call that has been logged weekly and monthly (with all the necessary information in the call) as we have weekly/monthly conference calls with the Account’s Manager for specific accounts (or customers) to discuss each case and also any areas of improvements to meet the customer needs.
• Currently im responsible for handling 4 Accounts (Customers) which involves case logging and complete Event Management and Conference Calls.
• We also have monthly team reviews where we need to portray the performance of the team you are in, which includes reports, quality and statistics of the calls taken by each agent so that we can recognize the good performances and also improve in certain area which needs improvement.
Currently working for netapp from 10th march’08
Post: Logistics Support Specialist (Global Support)
Job Profile: I’m a Logistics Support Specialist and the job profile is as below-
• 24/7 Global Support for NetApp Customers.
• Co-ordinate with UPS and DHL to deliver to NetApp customers worldwide (US;EMEA and APAC regions)
• Processing cost effective shipments by locating the warehouse closest to the Customer’s Site.
• Processing cost effective shipments by determining the Customer Site working hours and ensuring the parts are not sent to site after Customer Site working hours thereby saving the cost of return to warehouse and re-shipment.
• Parts Inventory management
• Ensuring Part availability and Replenishing at a particular warehouse
• Coordinating with the customer and the driver (of the parts delivery vehicle) to ensure the part is delivered on time and avoiding misses SLA or ‘Lost Part scenarios’
• Providing the Customer with the ETA (Expected Time of Arrival) of the part well in advance to the delivery of the part.
• Updating Customer’s change in address.
• Decision making for Deferred Deliveries and change in shipment SLAs
• Creating reports to ensure status of shipments
• Follow up on undeliverable shipments
• Decision making on canceling a shipment
Languages Known
Fluency in
English
Hindi
Kannada
Tamil
(Pursuing Arabic)
Ability in writing and reading
English
Hindi
Kannada
Hobbies
Listening Music, Playing Basket Ball, Reading Books,
Passport Details
Passport Number: H2155179
Place of Issue: Bangalore
Validity: 18/12/2018
Extra Curricular Activities
Represented St. Joseph’s College in Basketball Tournament.
Active member of PFA (People for Animals)
Reference:
Mr. Sagai Pritish Das
Team Leader – Anz
#5, Coles Road,
Frazer Town,
Bangalore – 560005
INDIA.
Mobile: Sagai Pritish
Place: Bangalore
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| Skills: |
• Time/Relationship Management
• Mentoring, Training & Coaching
• Time & Resource Optimization
• Strategic Thinking
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| Known languages (and levels): |
English-Very GoodArabic-A littleHindi-Very GoodOther: Tamil, Kannada
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| Type of Employment wanted: |
Full Time
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| Minimum Yearly Salary in Numbers: |
1500 USD
|
| Current Location: |
India, Bangalore |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Bachelor
|
Educational Qualification
Passed ICSE from St.Germain High School, Fraser Town – Bangalore (year 1996)
Graduated B.Sc in Environmental Science from St. Joseph’s College (year 2002)
Additional Qualification
One year Diploma in Computers from LCC, Fraser Town- Bangalore
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| Work History & Experience: |
| Years of Work Experience: |
5 to 7 Years |
Work Experience
Worked with MSOURCE from 23rd May 2002 till 12th August 2003
Post: Process Executive Accounts Receivable/Customer Support Executive
Job Profile:
• Part of an Accounts Receivable Team
• Responsible for Customer Collections on Citibank Credit Cards
• Responsible for the performance, scores, improvement of the team members
• Scheduling & coordinating team meetings and team activities
• Involved in preparing and presenting weekly dashboards which captures past dues in various buckets and actual cash collected.
Worked for Hewlett Packard from 15th December 2003 till 3rd January 2008
Post: Senior Customer Support Executive (Global Call Management)
Job Profile: I’m a Global Call Management Specialist and my job profile is as listed below:
• Logging cases for Global Value Customers who use HP products (Servers, Workstations, High end Printers) and have a contract with HP for support.
(There are different kinds of contracts according to what the customers have chosen. These contracts have certain criteria as 2 hour fix or 4 hour fix where in once the customer logs the call with us we need to ensure that an Engineer visits and fixes the issue within 2 or 4 hours respectively.)
• To ensure that the service level is met we do end to end Event Management wherein we need to monitor the case from the time it was logged till the time it has been closed. Event management consists of calling the diagnostics team (who are responsible in actioning the case once it is logged and dispatched to them) in case there is a delay in actioning the case. It also involves collecting the Engineer Details once the case is finished so that we can close the call.
• We need to keep a report of each call that has been logged weekly and monthly (with all the necessary information in the call) as we have weekly/monthly conference calls with the Account’s Manager for specific accounts (or customers) to discuss each case and also any areas of improvements to meet the customer needs.
• Currently im responsible for handling 4 Accounts (Customers) which involves case logging and complete Event Management and Conference Calls.
• We also have monthly team reviews where we need to portray the performance of the team you are in, which includes reports, quality and statistics of the calls taken by each agent so that we can recognize the good performances and also improve in certain area which needs improvement.
Currently working for netapp from 10th march’08
Post: Logistics Support Specialist (Global Support)
Job Profile: I’m a Logistics Support Specialist and the job profile is as below-
• 24/7 Global Support for NetApp Customers.
• Co-ordinate with UPS and DHL to deliver to NetApp customers worldwide (US;EMEA and APAC regions)
• Processing cost effective shipments by locating the warehouse closest to the Customer’s Site.
• Processing cost effective shipments by determining the Customer Site working hours and ensuring the parts are not sent to site after Customer Site working hours thereby saving the cost of return to warehouse and re-shipment.
• Parts Inventory management
• Ensuring Part availability and Replenishing at a particular warehouse
• Coordinating with the customer and the driver (of the parts delivery vehicle) to ensure the part is delivered on time and avoiding misses SLA or ‘Lost Part scenarios’
• Providing the Customer with the ETA (Expected Time of Arrival) of the part well in advance to the delivery of the part.
• Updating Customer’s change in address.
• Decision making for Deferred Deliveries and change in shipment SLAs
• Creating reports to ensure status of shipments
• Follow up on undeliverable shipments
• Decision making on canceling a shipment
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