Name: Prashant Kumar
OBJECTIVE
To achieve a rewarding career in the field of Banking, by applying the required skills in a challenging organization which offers a dynamic environment, value for overall growth and gives one scope to contribute towards innovation & ascend the hierarchy ladder.
EDUCATIONAL BACKGROUND :-
Bachelor of Commerce (Specialized in Accounts, Management & statistics )
M.E.S College,
Bangalore University.
April 2000.
All India Senior School Certificate Examination
Kendriya Vidayalaya. Hebbal (Bangalore)
April 1997.
All India Secondary School Certificate Examination
Kendriya Vidayalaya. Hebbal (Bangalore)
April 1995.
Persuing MBA in HR from IGNOU ,New Delhi .
Technical Qualification :- Done GNIIT Course from NIIT.
SOFTWARE & HARDWARE PROFICIENCY :-
Languages/ Packages Operating Systems
C++, VB 6.0, HTML. Win 9x,Unix,Win 2000,Win XP.
RDBMS
SQL , MS Access . Tally 6.3 Computerized Accounting.
E-Mail Clients
LAN Mail.
Lotus Notes R5.
Outlook Express.
Microsoft outlook.
Professional Experience:
24thApril 2006 - till date
Emirates Bank, Dubai (U.A.E.)
Campaign – (Du Telecom)
(Inbound voice and email support for Du customers,)
Designation :- Call center representative
Role and Responsibilities:
• Responsible for the delegation of the work and coordination within
The team to facilitate smooth processing and daily operations.
• Handling the queries and complaints of the corporate clients, and
Resolving their escalated cases.
• Handling interactions on voice and email regarding Telephone, T.V. &
Internet.
• Responsible for roaster management for consumer team of 35
Executives.
• 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.
.
Achievements:
• Got appreciation from department head for contributing during the launch phase.
• Got appreciation from client side for maintaining good and consistent quality.
• Got highest scores in first quarterly appraisal.
24th January 2005 – 24th April 2006
Progeon(An Infosys Company)., Bangalore
Campaign – British Telecom
(Inbound voice and email support for UK client)
Designation :- Assistant team leader (Customer Interaction Group)
Role and Responsibilities:
• Daily performance monitoring of a team of 15-18 executives, providing feedback, and daily manpower/Roaster management and responsible for compiling quantitative and qualitative MIS reports for Top Management.
• Counseling and motivation of team members.
• Formulation of strategies for enhancement of team member’s performance
• Preparing accurate MIS and escalation of complaints to other departments.
• Evaluating performance of the Outsource agencies in the BT process.
• To ensure 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.
• Resolving escalated cases.
• 4Q Analysis and reporting to Manager on daily performance.
Achievements:
• Awarded the best team quality performance award for 3 months in a row.
o Awarded the 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.
Jun 2000 – July 2004
Satyam Infoway Pvt Ltd.(Sify), Bangalore
Designation :- Administration and Account officer
Sify iway’s are Asia’s largest chain of Broadband enabled internet cafes, having presently about 135 outlets in Bangalore alone of which 9 are company owned cafes. A 23 member well-qualified team means the 9 Sify centers. The company in addition to the usual ‘browsing’ also has facilities to make ISD calls through VOIP at comparatively cheap rates.
Role and Responsibilities:
Generation of daily, weekly, monthly reports of revenue and units.
Maintenance of accounts, CFO, Fund flow, balance sheet, and P/L a/c.
Handling all the process which involves in setting up a new Sify iway.
Handling escalations from the Sify cafe’s admins.
Monitoring the daily exposure limits of all iway’s.
Support the Franchisees in recruitment of manpower, training and in-house activities.
Training new recruits on systems and processes; being a mentor to new recruits, as and when assigned.
Also handling Franchisee’s correspondence regarding queries, complaints and ensuring resolution.
Coordinating with the various Departments including Customer care and NCG (Technical) to facilitate customer query resolution and Information Sharing.
Handling promotional activities to drive customers into the cafes.
Monitoring team performance and productivity and giving review for the same
Topping up of accounts of all Franchisee’s and Sify own cafe’s.
Upkeep the hygiene of the cafes, periodic meeting/training session with the café hosts.
Co-coordinating with marketing team for providing customized solutions.
Major installation planning, implementation. Visiting Iway’s and
Giving them Information about Sify Promo’s.
Providing onsite visits for the customers through service engineers.
Achievements:
• Promoted from customer care executive into administration.
• Awarded the Consistent Performer accolade for exceeding overall performance benchmarks.
• Worked on Broadband technologies for more then 2 year.
• Initially awarded as a best customer support executive as per the recommendation by the Iway Franchisee.
• Got appreciation from the franchisee side for maintaining good and consistent quality.
Skills:-
Done Quality Management Program at NIIT.
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.
Fluency in spoken English and excellent communication skills.
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
Date of Birth 13-09-1979
Languages Known: English, Hindi, & Kannada ,Punjabi
Martial Status
Single
Interests
Music, Traveling, Playing Cricket & Snooker
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.
I hereby declare that the facts stated above are true and correct to the best of my knowledge.
Place : Dubai
Date : ( Prashant Kumar )