Summary
Overview
Work History
Education
Skills
Interests
Personal Details
Timeline
CustomerServiceRepresentative
Ramanagoudra Ganesh

Ramanagoudra Ganesh

WFM Executive-RTA
Garvebhavipalya, Bengaluru,KA

Summary

Seeking an opportunity in the field of customer service and development, where my skills and knowledge can be best utilized to meet the business needs & ample scope is bestowed to learn new ideas to achieve professional excellence. Also be responsible to provide the team technical leadership, creativity & full-fledged support.

Overview

11
11
years of professional experience
7
7
years of post-secondary education
3
3
Languages

Work History

Customer Service Executive

Firstsource Solutions Limited
06.2014 - 09.2014
  • Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.

Process Executive

Cognizant Technology Solutions
09.2016 - 02.2017
  • Process the issue into certain category and make it investigation ready for the device team.
  • Process the applications of health insurance.
  • Working on different applications to solve the customer queries.
  • Processed more than 200 cases per day with 0 escalations.
  • Awarded best associate in the training period.
  • Got appreciated from team leader and general manager for giving more than 100% work proficiency.
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.
  • Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.

Incharge Head

IISER
03.2017 - 07.2021
  • Currently working very closely with Dr. H. V. Shivappa, Retd. IES, Former Economic Adviser, NITI Aayog, Government of India, Founder President/CEO of the institute (International Institute for Social and Economic Reforms).
  • Used Microsoft Word, Excel, PowerPoint and other software tools to create documents and other communications.
  • Conducted research, gathered information from multiple sources and presented results.
  • Office Administrating, Checking on daily basis if everything is working fine for business continuity.
  • Responding to customers emails and calls.
  • Communicating and assisting the different professionals from different vocations from all over the india.
  • Organizing the cultural programmes and presentation of national awards.
  • Arranging appointments.
  • Overall monitoring of bank accounts of organization.
  • Hiring strong candidates for team openings by using newspapers, job boards and social media to find applicants.
  • Trained new employees in specific job requirements.
  • Provided management with feedback regarding employee performance and training needs.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Maintained and repaired facilities, equipment and tools to achieve operational readiness, safety and cleanliness.

Customer Relationship Officer

Altruist Technologies Pvt Ltd
08.2021 - 08.2022
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Given online resolution to customers.
  • Given technical resolution to customers.

WFM Executive-RTA

Altruist Technologies Pvt Ltd
08.2022 - Current
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Managed the call volume, hourly, daily attendance and program break schedules.
  • Optimized schedules, forecasts and other tools to present to management.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Coordinating with IT team if any technical issues found on the floor and fixing the problem on immediate basis.
  • Ensuring that SLA is met every interval Wise.
  • Announcing to advisors if any high call flow starts due to outage or any other issues and decreasing the AHT to meet the SLA and ensuring that answering shouldn't drop.
  • Work closely with the operations team to analyze and help improve their delivery processes.
  • Use trends and reports to forecast requirements.
  • Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
  • Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
  • Reported issues to higher management with great detail.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Trained new employees on proper protocols and customer service standards.
  • Reporting incidents by using internal service portals and escalating to the concerned team to resolve the same.
  • Generating hourly SLA reports and sending them to clients.
  • Resolving employees applications/password issues by raising tickets in internal service portals.
  • Ensured all employees logged in on time as per their shifts as it shouldn't affect business and Service Level.

Education

BBA - Marketing Management And Research

Karnataka Arts And Commerce College
Dharwad
06.2011 - 05.2014

Pre-University Course - Arts

Karnataka Arts And Commerce College
Dharwad, Karnataka
06.2009 - 03.2011

High School -

Government High School
Haranagiri, Haveri District, Karnataka.
06.2006 - 03.2009

Skills

Enthusiastic and Loyal to the work

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Interests

Movies and Technology, Learning and Exploring New Things, Thinking Innovatively

Personal Details

Name: Ramanagoudra Ganesh

Fathers Name: Pralhad

Mothers Name: Yashodha
DOB : 19/09/1993
Nationality : Indian

Marital Status: Unmarried
Languages Known : English, Kannada, Hindi
Interests : Music, Sports & Technology

Declaration

I hereby declare that all the information furnished above is true and complete to the best of my knowledge.

Timeline

WFM Executive-RTA

Altruist Technologies Pvt Ltd
08.2022 - Current

Customer Relationship Officer

Altruist Technologies Pvt Ltd
08.2021 - 08.2022

Incharge Head

IISER
03.2017 - 07.2021

Process Executive

Cognizant Technology Solutions
09.2016 - 02.2017

Customer Service Executive

Firstsource Solutions Limited
06.2014 - 09.2014

BBA - Marketing Management And Research

Karnataka Arts And Commerce College
06.2011 - 05.2014

Pre-University Course - Arts

Karnataka Arts And Commerce College
06.2009 - 03.2011

High School -

Government High School
06.2006 - 03.2009

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Ramanagoudra GaneshWFM Executive-RTA