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Administration , Customer Relations , Computers

  • Location: DIC / DMC
  • Listed: August 31, 2007 9:40 pm
  • Expires: This ad has expired


Mobile: +971503629544
Email: [email protected]

Seeking assignments in Process Management / Client servicing with an organisation of repute


 A result oriented professional with around 7 years’ experience in the areas of Operations Management, Process Management, Client Servicing and Team Management.
 Currently working with Emirates Bank, Dubai (U.A.E.) as Call Center Representative.
 Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
 Resourceful at maintaining relationship with clients to achieve quality product and service norms by resolving their service related critical issues.
 A thorough professional with a proactive attitude and proven track record in imparting training to Operations & Call Centre team by using learning theories & instructional strategies.
 Possess excellent interpersonal, communication and organisational skills with proven abilities in training & development, customer relationship management and planning.


Process Management
 Mapping global client’s requirements and coordinating in developing and implementing processes in line with pre-set the guidelines.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level.
 Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.

Operations Management
 Ensuring analyzing the expenditure on a monthly basis to proper accounting of and control expenses.
 Coordinating in the preparation and maintenance of P&L Account and Balance Sheet.
 Managing the complete planning and management activities for ensuring completion of internal and statutory audits within time.
 Ensuring optimum & effective utilization of material & human resources in providing congenial work environment
 Improving the productivity by eliminating discomfort and fatigue in the organization.
 Organizing and hosting various events & recreation and adventure activities.

Client Servicing
 Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
 Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements, achieving higher customer satisfaction matrices.

Team Management
 Leading, training & monitoring performance of the team members for maintaining excellence in operations,
 Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organisational goals.


Emirates Bank, Dubai (U.A.E.) Since Apr’06
Call Center Representative
 Managing a team of 35 consumer executives.
 Delegating the work and coordinating within the team to facilitate smooth processing of daily operations.
 Handling the queries and complaints of the corporate clients and resolving their escalated cases.
 Managing the interactions on voice and email regarding Telephone, T.V. & Internet.
 Handling consumer collections & restoring the services.
 Providing support to collection agents to collect the bills.
 Maintaining the database of the customers using SQL and MS Access.
 Handling troubleshooting for MS Outlook , Outlook , Web mail ,
 Closing complains tickets raised by front office, And confirming the satisfaction level of the customers.

 Bagged appreciation from department head for contributing during the launch phase.
 Achieved appreciation from client side for maintaining good and consistent quality.
 Received highest scores in first quarterly appraisal.
 Promoted to a Backend process (Technical )

Progeon (An Infosys Company), Bangalore Jan’05-Apr’06
Assistant Team Leader (Customer Interaction Group)
 Monitoring the daily performance of a team of 15-18 executives and generating the MIS report of their performance to be presented to the top management.
 Counseling and motivating team members.
 Formulating strategies for enhancement of team member’s performance.
 Evaluating performance of the Outsource agencies in the BT process.
 Ensuring full man power deployment as per the schedule.
 Training new recruits on systems and processes; being a mentor to new recruits, as and when assigned.
 Monitoring team performance and productivity and giving review for the same.
 Conducting the 4Q Analysis and reporting to Manager on daily performance.

 Awarded the best team quality performance award for 3 months in a row.
 Bagged the award for Consistent Performer accolade for exceeding overall performance benchmarks.
 Worked for 3 Months in the eCRM project.
 Selected for management of the BT process in the Outsource agencies.
 Got appreciation from client side for maintaining good and consistent quality.

Satyam Infoway Pvt Ltd.(Sify), Bangalore Jun’00-Jul’04
Administration & Account Officer
 Generating daily, weekly, monthly reports of revenue and units.
 Maintaining accounts, CFO, Fund flow, balance sheet and P/L a/c.
 Handling all the process which involves in setting up a new Sify Iway.
 Monitoring the daily exposure limits of all Iway’s.
 Supporting the Franchisees in recruitment of manpower, training and in-house activities.
 Training new recruits on systems and processes.
 Handling Franchisee’s correspondence regarding queries, complaints and ensuring resolution.
 Topping up of accounts of all Franchisee’s and Sify own cafe’s.
 Up keeping the hygiene of the cafes, periodic meeting/training session with the café hosts.
 Coordinating with marketing team for providing customized solutions.
 Providing onsite visits for the customers through service engineers.

 Promoted from customer care executive into administration.
 Awarded for being the Consistent Performer accolade for exceeding overall performance benchmarks.
 Proficiently worked on Broadband technologies for more then 2 year.
 Bagged the award for the Best Customer Support Executive as per the recommendation by the Iway Franchisee.
 Got appreciation from the franchisee side for maintaining good and consistent quality.


 Attended Fifteen Day’s Training Program on Six Sigma Quality Tool.
 Attended 2 months Training on Voice & Accent , And on call center processes conducted by Progeon Bangalore (An Infosys company)
 Summer Training at Godfrey Phillips (I) Ltd., New Delhi for 8 weeks.
 Organized with good analytical abilities.
 Track record for meeting timelines and meeting expectations.
 Proven ability to manage Bigger Volumes of Business with Higher Flexibility.
 Successful in Multi-Tasking and People Management
 Fluency in spoken English and excellent communication skill


Pursuing MBA (HR) from IGNOU
2000 B.Com. from M.E.S College, Bangalore University
1997 12th from AISCE, Kendriya Vidayalaya, Hebbal (Bangalore)
1995 10th from AISCE, Kendriya Vidayalaya, Hebbal (Bangalore)
2000 GNIIT from NIIT


Languages/ Packages: C++, VB 6.0, HTML
Operating Systems: Win 9x, Unix, Win 2000, Win XP
RDBMS : SQL, MS Access, Tally 6.3 Computerized Accounting
Email Clients: LAN Mail, Lotus Notes R5, Outlook Express, Microsoft Outlook


Date of Birth: 13th September 1979
Address: Al Jajeera Building, Al nada, Sharjah (U.A.E.)
Passport No.: E 9243940
Languages Known: English, Hindi, & Kannada, Punjabi
Personality Traits : Good Interpersonal skills, Adaptive, Highly self-motivated, result oriented,
ability to work independently, Willingness to explore and learn, Ability to grab things faster.

Place : Dubai
Date : ( Prashant Kumar )

P.O. Box – 123286,Dubai, UAE.
Phone: +97150-3629544
E-mail: [email protected]

Ad Reference ID: N/A

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