Robert Kennedy F
Chennai
Summary
"Dedicated professional with experience in Operations Support Centre for UK Customer Service. Additionally, possess expertise as a Quality Analyst, conducting process evaluations, and enhancing client satisfaction. Skilled in managing ICICI Bank KYC Process and Airtel KYC and Activation Process as a Senior Customer Service Representative"
Overview
13
13
years of professional experience
Work History
Process Expert
Atos IT Solutions and Services (formerly Siemens)
Chennai
07.2011 - 03.2024
- Utility Operations Support Center - (Back office for UK Utilities Process (Electric & Gas)
- Customer Service Coordinator - Handling email queries - resolving queries from Suppliers & Clients
- Communicate through emails and calls to engineers (Non-Voice & Semi Voice)
- Handling daily production
- Executing and controlling the daily work schedule for the team members.
- Process Quality Assurance Analyst - "Additionally worked in (QA Role) Quality Analyst for my process" and "Conducting process evaluations and preemptive quality assessments to enhance client and supplier satisfaction."
Senior Customer Service Representative (Semi-Voice Process)
First Source Solutions Pvt Ltd (MNC)
- Company Profile: Handled ICICI Bank KYC Process and Airtel KYC and Activation Process
Education
Bachelor of Arts (BA) in History -
University of Madras
Additional Qualification - Web Designing (WDP) in Image -
Skills
- Fluent in Tamil (mother tongue) and English
- Strong communication skills and proven leadership abilities
- Experience in conducting weekly calls with Onshore team to discuss process improvements, quality, and issues
- Accountable for team SLA adherence and maintaining quality standards
- Proficient in delivering monthly PowerPoint presentations to management
- Skilled in daily Management Information Report (MIS) updates
- Advanced proficiency in MS Excel and PowerPoint for data analysis and presentations
- Capable of resolving process queries from team members and suppliers
- Effective in maintaining client relationships and presenting team reviews to senior management monthly
- Experienced in motivating teams and driving process improvements
- Proven track record of resolving tickets within specified timelines
- Proficient in Citrix virtualization technology
- Advanced user of MS Excel for data analysis and reporting
- Experienced in creating impactful presentations using PowerPoint
- Skilled in managing emails and scheduling with Outlook
Career Achievements
- Recipient of 15 awards recognizing outstanding performance in productivity and quality
- Acknowledged with Clients & Management Appreciation Awards
- Recognized with Handoff Appreciation Awards for spearheading new initiatives in the process
Contact No
+91-9940227676
Father Name
A Francis (Late)
Personal Information
- Date of Birth: 18/10/1981
- Nationality: Indian
Languages
- English
- Tamil
Timeline
Process Expert
Atos IT Solutions and Services (formerly Siemens)
07.2011 - 03.2024
Senior Customer Service Representative (Semi-Voice Process)
First Source Solutions Pvt Ltd (MNC)
Bachelor of Arts (BA) in History -
University of Madras
Additional Qualification - Web Designing (WDP) in Image -
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