Käyttäjän carlzuzart profiilikuva
Maan India lippu Vasai, India
Jäsen alkaen 31. tammikuuta 2006
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OBJECTIVE To excel in duties I might undertake, perform them to the best of my ability and always work towards self improvement. EXPERIENCE October 2008 – June 2009 Sutherland Global Services Communication Trainer • Joined the organization at as a Senior technical support executive and provided telephonic support to Dell customers to help them get their issues resolved. • Was promoted to a Communication coach within a period of Two months of joining the organization and provided coaching based on call monitoring to technical support representitives. • Developed training material and conducted programs that would help up skill the employees of the organization. November 2006 – October 2008 Allied services Lead Trainer • Conducted TTT programs dealing with voice and accent (global and US), facilitation skills, presentation skills, • Setup a recruitment team and saw to the day to day activities. Team size 11. • Was responsible solely for interacting with clients and procuring new business on a day to day basis. • Was responsible for the teams performance, and ensuring maximum output with a low TAT. May 2006 – November 2006 Accent and Training Institute of India Voice and Accent Trainer • Underwent an American voice and Accent TTT program • Conducted TTT programs dealing with voice and accent (global and US), facilitation skills, presentation skills, • Have trained for variour clients which include IBM,Wipro BPO, Sujaya Foundation, L’Oreal, KPIT Cummins(Pune). • Training programs conducted include accent neutralization, grammar, presentation skills, soft skills, business communications, e-mail etiquette etc. July 2005 – February 2006 Evolv Management Services Voice and Accent Trainer • Underwent an American voice and Accent TTT program. • Was outsourced to E-serve (now citigroup) to coach agents on the floor and was responsible to increase the quality of calls taken by agents. Administered coaching to agents with regards to Voice and accent, grammar, customer service and telephone etiquette skills. • Was responsible for handling two teams and within the first 25 days ensured that both teams had an average quality score of 95%. Evolv is a human capital consultancy which has strong beliefs in quality of training provided by its trainers to its clients. January 2005 - June 2005 J.P. Morgan Chase - Malad Team Member n Joined the service to sales team which is a specialized team dealing with customers who were not satisfied and who required further clarifications with regards to their accounts. Was responsible to retain the customer by assisting them with their needs and educating them about the product. n Was required to up sell packages that would help benefit the customer while using and transacting with their accounts. n Was pulled out from process training and was walking the floor providing support to existing agents on the floor. July 2004 -January 2005 Countrywide financial services India Pvt ltd Customer Servive Associate n Joined the pilot batch for a process known as “Balboa” n Handling day to day team activities. Briefings and debriefing. Call coaching, mentoring and call monitoring n Coaching team members with regards to process specific information and updates received from clients on a daily basis. n Maintain a record of working and production hours. n Helped in setting up the quality team and parameters for call evaluation in mutual compliance with the clients. n Helped in keeping attrition to a bare minimum. Insurance based process for “Countrywide” Americas leading property mortgagee company providing home loans. Process was an outbound process which required callouts to be made to insurance companies and agents to ascertain weather adequate insurance coverage was available on the property at all times. Included call outs for renewal information on existing policies etc. June 2003– July 2004 Intelnet Global Services Ltd. Mumbai Senior Customer Service Executive n Collections based process for “Household Credit Services” a premier credit card company based in the United States of America. (Process – Collections) n Added responsibilities of Skip tracing and locating customers who are unreachable and difficult to find and obtaining good working contact numbers. n Managing team reports and data required for generation of performance reports, attendance, recording of working hours and roster scheduling, strategizing team performance based on reports. August2000–August 2001 Bpl Mobile Ltd. Panjim Goa Marketing Executive n Sales and Customer Support for Bpl Mobile Cellular Services. Feburary1999–August 2000 Magna Promotions Pvt. Ltd. Panjim Goa Event Coordinator n Organization of events and promotions for companies such as Coke, Pepsi, Bacardi, Passao, Smirnoff, BPL Mobile, Birla AT&T etc. n Events organized included road shows for brand names, cultural events such as the “Goa Food Festival”, Pop and rock concerts featuring international artists like “Shaggy”, “Wighfield”, “Ashanti” etc. & promotional campaigns for various other clients. March1999–March2002 Goa Renaissance Resort Varca,Goa Disc Jockey n Performed daily in the in-house discotheque “Saturday’s” as well as other events like Christmas, Diwali, New Year’s etc n Have also performed in various other discotheques and clubs in Goa, Pune, Mumbai, Bangalore and Delhi. EDUCATION June 2006 Train-the-trainer (Actiindia) April 2001 St. Xaviers College Of Arts, Commerce & Science. Goa n B.A. English Graduated. (Goa University) March 1996 St. Xaviers Higher Secondary School. Goa n H.S.S.C. Science. (Goa State Board) March 1994 Don Bosco’s High School. Lonavala Maharastra. n S.S.C. (Maharastra StateBoard) n Diploma in Computer Applications, NIIT- Goa. n Diploma in Hardware & Networking Technologies, Arte Douro – Goa. ABOUT MYSELF I am a serious, fun loving and extrovert person by nature. I am hardworking and am willing to go the extra mile to get the job done. I take my work and my life very seriously and do whatever is necessary to achieve my targets and goals.
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