Foot Ball
Renu Kumar M
Customer service Executive
Bangalore
Summary
Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Results-focused program management professional prepared for challenging role. Demonstrated ability to drive project outcomes and support team goals through effective planning and execution. Known for adaptability and fostering collaborative environments. Proficient in stakeholder communication and process improvement.
Accomplished [Job Title] well-versed in running station programming in high-stress environments. Expert in personnel leadership, resource management and key decision-making. Articulate, motivational and analytical in approaching problems impacting team performance or station results.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Program Specialist
[247]-Inc.
Bangalore
02.2005 - Current
- Monitoring of outbound and inbound campaigns relating to (MBNA CLIENT)
- Providing real time results to the operations team
- Making critical decisions on campaigns to get the best desired results
- Knowledge of Avaya dialer version (5.1)
- Preparation of Client reporting on all inbound, outbound and chat lob's
- The client reporting was done on excel templates with 100% accuracy
- Preparation of invoice data related to all lob's and have these communicated to the payroll team on a monthly basis
- Handling agent related (ECOP DATA) performance data and have these shared to the payroll team
- Handling a variety of issues related to the program right from the application to network related issues
- Incident management of all these issues through proper channels and getting these issues fixed on a priority basis within the given SLA'S
- New implementations or changes in the application such as new updates on the agent CRM or the changes in the disposition grouping, Changes in the IVR formats are successfully carried out through proper requests, ticket numbers and through change management process
- These changes are routed through 247 technology teams through proper channels and getting these implementations or changes successfully implemented within the given client SLA
- Emailing activities to clients, operations team and 247 technology teams regarding a variety of issues and performance related mails
- Regular email communication with the compliance team regarding any kind of new implementations and changes and obtaining approvals before any kind of go live environment
- Involved in all kinds of UAT activities, coordination with different technology teams to have the UAT completed successfully
- Handling customer data (lead file data) with utmost care and with all the compliance requirements to have the data loaded on to the dialer for daily calling activities by the operations team
- Work shops and training programs
- Have attended the work shop organized by the organizational development team
- The topics included team bondings, Data analysis and other related topics
- Successfully launched the New Avaya Dialer to support the operations team
- Successfully launched two new programs from MBNA client with the help of 247 technology teams
- Currently working with HSBCnet as an customer service executive
- Handling a variety of customer queries through calls and providing real time solutions.
- Worked on DQM ( email platform).
- Assisted HSBC internal staff on a variety of customer queries through DQM
- Provided utilization reports, the accounts and users data to the relation ship managers to make critical decisions.
- Handled the BACS referrals in an efficient manner which helped the Relation Ship Managers to contact the customers and help them to settle the limits on a timely basis.
- Basic Knowledge of Excel , pivot table, reports , presentations.
Education
BSC - Electronics
Bangalore University
Government Science College 04.2001 - 04.2004
Skills
Report generation
Customer service
Microsoft office
Problem-solving abilities
Multitasking Abilities
Decision-making
Self motivation
Personal Information
Date of Birth: 07/05/82
Accomplishments
- Successfully launched the New Avaya Dialer to support the operations team.
- Successfully launched two new programs from MBNA client with the help of 247 technology teams.
Training
Attended workshops organized by the organizational development team on team bonding, data analysis, and related topics.
Personal Qualifications
BSC in Electronics, Bangalore University
Interests
Timeline
Program Specialist
[247]-Inc.
02.2005 - Current
BSC - Electronics
Bangalore University
04.2001 - 04.2004
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