Ramesh Dubey

Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 15 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

• Genpact, Call Center: Process Developer, 01/2014 - 07/2014, Assisting Australian customers and helping them to apply for credit cards. Give accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints. Achieved customer satisfaction rating of 95% within six months, exceeding corporate target.
• Fidelity Information Services (FIS), Call Center: Team Member, 12/2010 - 12/2013, Assisted customers globally with their prepaid and gift card details. Trained contractual batches for Operations. Responsible for developing, updating and administering all Call Center training materials for new and current associates. Developed several innovative training methods that are being used around the Call Center industry. Has created several innovative training techniques that are used by other trainers.
• IYogi Technical Services Pvt Ltd, Call Center: Customer Services Executive and Quality Analyst, 01/2010 - 09/2010 and 08/2014 - 12/2015, Address customer service inquiries in a timely and accurate fashion. Answered customers' questions about return policy. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Accessed and reviewed customer's online accounts to resolve customer's complaints, when required transferred customer to supervisor for resolution. In 2014 joined Iyogi Teachnical Services as a Quality Analyst.
• Arvato Services Pvt Ltd, Call Center: Customer Services Executive, 08/2008 - 11/2009, Assisted customers' globally in order to get their Microsoft product installed on the computer. Accessed and reviewed customer's online accounts to resolve customer's complaints. Used to take Supervisor calls and assisted the customers’ with their concern. Collected customer feedback and made process changes to exceed customer satisfaction goals. Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Undertaken Workshop for the Quality Team – Coaching & Feedback Methodology.
• Undertaken Workshop for training programs.
• Undertaken Workshop for MS Excel.

ITIL Foundations