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CV Bhavya

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Hemendrasinh Rathod
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10 views

CV Bhavya

Uploaded by

Hemendrasinh Rathod
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Bhavya K.

Parekh
E-mail ID: [email protected]
F 404, Sanidhya Greens appatment, Opp. Vaijnatha Mahadev Temple,
Vejalpur,
Ahmedabad.
Mob: 9099097279

Career Objective:

Any Suitable managerial post with independent responsibilities, which can provide me
a contributory and open environment where I can share my knowledge for the
betterment of the organization, is helping me to achieve a responsible position in the
hierarchy.

SUMMARY:
Over than 18 years of Experience in the field of Tele Communication & Customer Care.

PROFESSIONAL EXPERIENCES:

1. Organization: Idea Cellular Ltd. (ICall India PVT LTD)


From: Oct’2005 to Feb’2009.

Worked as Team Leader & Quality Analysis. The responsibilities carried out by me are.

Job Role
Call Center Management

➢ 3 years & 3 Months of call center management experience, including as an


Associate, Supervisor & Senior Associate & Team Leader (of 20 Person Of Team)
and experience of Quality Associate in Inbound & Outbound also from last 10
Months in telecom industries

General Business Skills

➢ Seven Months experience in managing a team of more than 350 agents with
proven man management skills
➢ Proficiency in MS Office
➢ Managed MIS data for Inbound Telecom Project

C2 – Vodafone Idea Internal


Call Center Executive ( December 2005)

➢ Handle inbound calls for Idea Cellular Ltd. Worked as an Associate


➢ Consistently deliver pre-defined quality benchmark for customer satisfaction
➢ Preparing MIS Reports

Senior Associate (December 2006)

➢ Maintaining and updating relevant information like rosters so as to optimize


staffing requirements of the campaign
➢ Assisting team leaders in planning of schedules for training and refreshers to be
conducted for the process improvement
➢ Conducting weekly quiz so as to maintain equilibrium of knowledge among
executives
➢ Preparing EOD and BOD reports related to manpower as well as daily
performance of executives
➢ Giving feedback to executives related to performance in terms of average calls, talk
time as well as Quality Score Received

Quality Assurance (September 2007 Inbound & Outbound Process).

(In Inbound Exp in QA of 9 Months & in Outbound Exp in QA of 10 Months.)

➢ To barged the calls of Team (50 Agents) & give them feedback regarding their
performance
➢ Maintain MTD & YTD scores of team
➢ Maintain all reports of Quality Scores.(Daily & Monthly)
➢ Do calibrations with Quality Auditor (Manager)

2. Organization: Reliance Communications Ltd.


From: April’09 to 30th Feb’11.

Job Role

Working as Store Manager in Ahmedabad. The responsibilities carried out by me are.

C2 – Vodafone Idea Internal


➢ Manage all activities of CSD (Customer care & retention etc.)
➢ Monitoring & allocating of daily activity for collection, retention & customer care
➢ Looking after Team of 10 members of Reliance Mobile Store for achievement of
target
➢ Responsible for channel education on postpaid and prepaid products and
process
➢ Co-ordination with inter-functional departments/Circle for resolution of
customer's issues
➢ Ensuring bill delivery to 98% & BNR at 1%.
➢ Control high exposure for postpaid customers
➢ Team motivation & minimizing the FSD & FOS churn rate
➢ Accurate and timely provision for collection commission of RMS
➢ Prepare timely and accurate all reports daily, weekly & monthly
➢ Taking care to high value customers who are in overdue bucket and resolving
their issues, if any
➢ Restricting voluntary churn by proving end to end solution to customer’s
problem/dispute
➢ Organize weekly learning management system test for ensuring proper
knowledge of products, services & company guidelines to FSD, FOS & Tele-
callers
➢ Monitoring of value bases barring
➢ Ensuring the overall hygiene & upkeep of the RMS infrastructure
➢ Ensuring banking of daily cash & instruments from outlet
➢ Actively scrutinize accounts on Monthly basis for Waivers/Credit Notes etc.
➢ Guide FOS, FSD’s & Telecallers by providing them training, valuable inputs for
better achievement of KPI’s & C-SAT Scores

3. Organization: Reliance Communications Ltd. (Retention Agency)


From: April’11 to Sept’11.

➢ Working as Project Manager in Reliance Communication & handled project of


Mobile Number Portability
➢ Daily Analysis of data, data allocation for field visit
➢ Audit of Field Data
➢ Maintain & improve performance of MNP & minimize of Churn & Port Out

4. Organization: Idea Cellular Ltd.


From: Oct’2011 to January'2013.

C2 – Vodafone Idea Internal


Working as an associate & handling Appellate desk on behalf of Appellate Officer. The
responsibilities carried out by me are.

Job Role

➢ Taking calls of customer’s complaint of both Prepaid & postpaid


➢ Managed MIS data for all Calls, Mails & Letters of Appellate desk
➢ Resolving all complaint as per TAT
➢ Maintain daily Escl sheet, Empowerment sheet for better & fast resolution

5. Organization: Vodafone (Adecco)


From: January 2013
Working as an associate in Credit Monitoring department for south circles & intimate
postpaid base customers regarding their usage

Job Roll

➢ Taking care of customer's request related to account’s Credit limit


➢ Intimate customers regarding their calling usage, data usage through SMS & Email
➢ Resolving all requests as per TAT
➢ Preparing daily MIS

Vodafone India Shared Services Limited

May 2015

Working as a Specialist in Credit & Collection MIS department for Waiver process from
May 2015.

Job Roll

➢ Taking care of circle requests for all types of waiver especially fast track cases
➢ Follow up with circles for all kind of unpaid cases as well short payment received
cases
➢ Received transactions data on daily basis and re-organized it for analysis as per the
Standard Operating Procedure

C2 – Vodafone Idea Internal


➢ Mailed the analysis results with personal comments to higher authority for further
processing
➢ Updated the report formats as per the instructions from the higher management
➢ Answered to the daily query / complaint mails raised by Circles as per TAT
➢ Preparing daily MIS for allocated circles as well all 23 circles
➢ Managing & handling all queries of team members (Team of 6 to 7 members)
➢ Managing rosters/time slot/PLs of team

Addition:
➢ I had worked as an ERT member & also as First Aider in VISPL
➢ I had worked with HSW team as HSW Champion to create awareness of HSW

6. Organization: Vodafone Idea Limited

Vodafone India Ventures Limited (Shared Services)

April 2018

Working as a Specialist in Credit & Collection MIS department for Waiver process from
April 2018.

Job Roll

➢ Taking care of circle requests for all types of waiver especially fast track cases
➢ Follow up with circles for all kind of unpaid cases as well short payment received
cases
➢ Received transactions data on daily basis and re-organized it for analysis as per the
Standard Operating Procedure
➢ Mailed the analysis results with personal comments to higher authority for further
processing
➢ Updated the report formats as per the instructions from the higher management
➢ Answered to the daily query / complaint mails by Circles as per TAT
➢ Responsibility taken of daily/ weekly/ monthly waiver MIS dashboard &
delivering waiver MIS dashboard with all required changes within time line for
both LOBs
➢ Managing & handling all queries of team members (Team of 5 members)
➢ Managing rosters/time slot/PLs of team
➢ Routine BAU activities done in within TAT with accuracy of 97%, with limited
source of man power
➢ Handled IT related queries, issue & escalations

C2 – Vodafone Idea Internal


➢ Ensured consistent support for testing / UAT / data validation closure of
operation issues
➢ Giving suggestions & valuable inputs whenever same is required for any process
changes or in changes implementation
➢ Active member of Josh team to connect, collaborate & celebrate from Dec’21

Addition:
➢ I am having 2nd degree of “Reiki”.

Personal Details:
Date of Birth 26th Sept. 1982
Gender Female
Industry Telecom
Education B.Com from Gujarat University.

C2 – Vodafone Idea Internal

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