BPO Experienced Resume Format in Word Format Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & 23 Years Work Experience for A Mechanical Engineer Call Center Professional in Word / Doc / Pdf Free Download

Isha William                                                                                  Mob #: +91-9876543210

Service Management Specialist                                                             D.O.B: 10^th May 1975

Accenture Services Pvt. Ltd                                                                      Email: isha_william@yahoo.co.in 

                                                                       

 

Date	Organization	Profile
Jan’05 – Current	Accenture Services Pvt. Ltd.	Service Management Representative
Apr’04 – Jan’05	CLI3L e-services Pvt. Ltd	Customer Service Representative
Aug’2K – Apr ’04	Don Bosco Technical Institute, Kolkata	Faculty Cum Supervisor
May’97 – Aug’2K	Neptune Plastic and Metal Industries	Shop Floor Supervisor
Jan’96 – Apr’97	Promises Industries	Assembling and Quality
Aug’94 – Dec’95	Don Bosco Technical Institute, Kolkata	Supervisor of Computer Dept.

 

Project / Tasks Title	Project / Tasks Details
Process Re-Engineering	1.    Study of all the different deals handling similar processes. 2.    Identifying the best approach to standardize the processes across deals. 3.    Benefits – Reduction in Cross-Training efforts and easy re-deploying of workforce as per requirement.
Transitioning of Process	1.    Implement Service Management products to other existing and new contracts 2.    Check the feasiability and their current process in place 3.    Transition the activities from other departments to Service Management
Work on Process Continous Improvements activities	1.    Setup meetings with stakeholders to understand their areas of concern 2.    Analyse the current process for reasons of the concerns by Stakeholders. 3.    Suggest plans for process improvement
Setting up of Service Mangement Framework for New / Existing Client	1.    Managed settingup of the Service Management Framework for the follwing accounts / Clients a.    Eversheds (Law Firm) b.    Deutsche Bank (Procurement) c.    Statoil (Oil & Gas) d.    Virgin Media (F&A, HR) 2.    Currently working in setting up the Service Management Framework for a.    Janalakshmi Financial Services (Micro Finance)

 

                                               

ü Performance Management ü Incident & Problem Management ü User Relationship Management ü Governance    ü Change Management ü Process Documentation ü Transitioning / Re-engineering existing Processes ü Creating LWI’s			ü Change Management Advanced ü Leading a Team: Team Leadership Skills ü Cultivating a High-performance Project team: Building a High-performance Team ü Governance for Service Management ü Internal Controls and Compliance for Service Management ü User Relationship Management for Service Management
			ü Performance Management for Service Management ü Incident and Problem Management for Service Management üITIL V3 Foundation Certified üAttended the 3 days class room training of PMP
	Organization	Accenture Services Pvt. Ltd, Bangalore
	Tenure	10 Years 6 Months
	Brief Summary	Joined the organization as a Customer Representative to support the Motor Insurance Claims Process worked for 43 Months, got promoted to Change Administrator in August 2008, another promotion as Change Manager in October 2010 and again as Service Management Representative in 2013. During this period I was involved with the following clients from various functional areas. Unilever (HR and F&A), Microsoft (F&A), British Telecom (HR), Deutsche Bank (Procurement) – Managed the Change Process for these Clients
	Current Designation	Service Management Specialist – (May 2012 – till date) (Service Management)
	Work Profile	During the Service Management Mobilization phase the following are my scope of work • Setting up the below Service Management Products for new deals Performance Management ü  Reviewing the MSA to understand and build the performance management framework ü  List out all the Contractual SLAs, KPIs and OLAs, define the Objective, check for historical data to fix targets, else agree on the baseline period, set the data collation and compilation plan and agree with Internal and Client stakeholder and obtain approvals ü  Implement the Calculation and reporting of the agreed Metrics as per the agreed timelines Incident and Problem Management ü  Prepare the incident management framework as per the contract ü  List out all possible events which could occur or has occurred in the past ü  Categorizing the severity and agree on the notification approach and escalation matrix ü   Setup tools (Excel Tracker, RCA Templates or SharePoint) as required ü  Obtain approval from Internal and Client stakeholder, conduct roll-out sessions and Implement the process User Relationship Management ü  Agree with the clients on the questions, frequency, stakeholders to whom the survey needs to be rolled out and the type of reporting which would be required. ü  Build the questionnaire in the tool, complete the UAT, obtain approval from stakeholders and Implement the process. Governance ü  Prepare the Governance framework as per the contract ü  Setup the Governance Calendar for the entire life of contract ü  Agree on the Agendas and the contents and template to be used for the various Governance Meetings ü  Obtain approval from Internal and Client Stakeholder and Implement the process Change Management ü  Prepare the Change Management Framework for Operational Change as Contract Changes are usually managed by Contract Teams ü  Categorize and agree on the type of changes and its processes. Create the RACI Matrix and identify the SPOC from each service/ business line• During the During Service Management run phase the following are my scope of work under each of the products Performance Management ü  Measure and report the monthly service performance to delivery and client ü  Setup and Conduct the Monthly service performance review meeting with clients ü  Follow up and ensure that Open action items are worked on and closed as per the outcome of the meeting. ü  Ensure all the process related work instructions are updated and reviewed periodically and approval obtained from clients ü  Assist the delivery team to setup SLAs for measurement for new deals Incident and Problem Management: ü  Ensure that all events of Incidents are tracked and monitored for closure ü  Analyse the historical data for a period and highlight potential problems ü  Report any occurred Incidents to client and provide regular updates until closure ü  Conduct awareness sessions for the delivery teams on Incident and Problem Management to ensure every Incident is being reported and tracked User Relationship Management: ü  Agree with the client on the types of surveys to be conducted, its frequency and audience and get the survey setup for the deal ü  Ensure that Surveys are conducted as per the agreed timelines and ensure it is validated and agreed with clients and stakeholders prior to initiation ü  Conduct analysis of the response post the survey and publish to stakeholders ü  Setup meeting for discussion to identifying improvement plans or solution on the highlighted areas of improvement as per the survey. Governance: ü  Ensure that all the governance meeting dates are agreed with clients, stakeholders and are scheduled as agreed ü  Ensure the participants list are accurate and right stakeholders are invited and available for the meeting ü  Chair the meetings, publish the minutes and follow up on the actions post meeting for closure Change Management: ü  Ensure that the change team is managing the changes through the process till approval ü  Team prepares the agenda for CAB calls ü  Chairing the CAB calls ü  Ensuring various reports for stakeholders are prepared and published ü  Following up with stakeholders to get the RFC’s move through the process swiftly and on time. ü  Communicate to change owners and stakeholders once RFC’s are approved and signed to start implementation. Continuous Improvements: ü  Setup call with clients and stakeholders to understand the areas of concerns and improvements. ü  Prepare analysis for a better understanding the root cause for the concerns and present to stakeholders and obtain their suggestions for improvement. ü  Prepare plan and implement the improvement ideas for process enhancement. Supervisory: ü  Help team members in resolving issues related to service management processes ü  Share improvement ideas with teams for implementing the same in their respective projects on feasibility.
	Previous Designation	Change Manager – (Sep 2010 – May 2012) (Service Management)
	Work Profile	• Change Management: ü  Responsible for managing the change through the process till approval ü  Preparing the agenda for CAB calls ü  Chairing the CAB calls ü  Preparing the various reports for stakeholders ü  Following up with stakeholders to get the RFC’s move through the process swiftly and on time. ü  Communicate to change owners and stakeholders once RFC’s are approved and signed to start implementation. • Process Transitions / Mobilization: ü  Present the standard change process to new clients ü  Prepare an Implementation plan and process documents   ü  Obtain approval from stakeholders for the same ü  Implement the process and handover to the Team • Continuous Improvements: ü  Setup call with clients and stakeholders to understand the areas of concerns and improvements. ü  Prepare analysis for a better understanding the root cause for the concerns and present to stakeholders and obtain their suggestions for improvement. ü  Prepare plan and implement the improvement ideas for process enhancement. • Supervisory: ü  Help team members in resolving issues related to change process ü  Share improvement ideas with change administrators for implementing the same in their respective projects.
	Achievements	ü  Successfully implemented process improvements to reduce time and cost. ü  Have been selected as one of the Top Talents for Accenture India BPO ü  Was selected for Transitioning a process from “On-Shore”
	Previous Designation	Change Administrator(Aug 2008 – Sep 2010) (Service Management)
	Work Profile	• Change Management: ü  Responsible for managing the change through the process till approval ü  Preparing the agenda for CAB calls ü  Following up with stakeholders to get the RFC’s move through the process swiftly and on time. ü  Preparing the various reports for stakeholders ü  Communicate to change owners and stakeholders once RFC’s are approved and signed to start implementation.
	Achievements	ü  Had been appreciated by various stakeholder for managing the process diligently ü  Was awarded the “Numero Uno”  twice
	Previous Designation	Customer Service Representative (Jan 2005 – Aug 2008) (Operations)
	Work Profile	• Customer Support: ü  Attend to customer calling for setting up of motor accident claims ü  Processing of the claims and arranging for garages to service their involved vehicles. ü  Attend to follow up calls of customers on the status of their claims or complaints. ü  Mentoring new representatives ü  Providing process updates to Team members ü  Helping Team Lead in the day to day activities (Quality Monitoring, Reporting)
	Achievements	ü  Was awarded for automating of the Reports ü  Was awarded the “Numero Uno”  twice

 

Organization	CLI3L e-Services Pvt. Ltd, Bangalore
Tenure	9 Months
Brief Summary	Joined the organization as a Customer Support Representative in Apr 2004 and provided support to customers for activating Microsoft Products
Designation	Customer Support Representative (Operations)
Work Profile	ü  Attended the calls for MS product activation ü  Was also up skilled later for handling Server activation

 

Organization	Don Bosco Technical Institute, Kolkata
Tenure	48 Months
Brief Summary	Training students in subjects of Mechanical Engineering Technician Course, along with managing the Computer Department of the institute
Designation	Faculty cum Supervisor
Work Profile	ü  Training students in Mechanical trade subjects (Trade Theory, Engineering Maths, Mechanical Drawing and Trade Practical) ü  Conducting and providing short term professional trainings in AutoCAD and CNC Programming

 

Organization	Neptune Plastics and Metal Industries, Kolkata
Tenure	39 Months
Brief Summary	Managing of part production, workforce supervision and creating drawing for the parts produced
Designation	Shop Floor Supervisor
Work Profile	ü  Maintain the stock of machinery parts by production of the same for machine assembly ü  Manage the shop floor workforce (shift timings, production activities and production plan) ü  Create part drawings of machinery parts for production ü  Prepare the Time and effort estimation for part production and machine assembling
Achievements	ü  Was awarded for digitizing of old drawings

 

Organization	Promises Instruments, Kolkata
Tenure	16 Months
Brief Summary	Assembling of digital weighing scales, electronic safes and doing a Quality Check for digital weighing scales assembled by colleagues
Designation	Assembler and Quality Controller
Work Profile	ü  Assemble digital weighing scales and electronic safes ü  Maintenance of spare part stocks for production ü  Calibration of digital weighing scales ü  Checking the quality of digital weighing scales produced

 

Organization	Don Bosco Technical Institute, Kolkata
Tenure	16 Months
Brief Summary	Managing the computer section of the institute
Designation	Supervisor Computer Section
Work Profile	ü  Managing of Faculty (Workforce) ü  Planning of short term courses for students ü  Managing the administrative activities of the section

 

Qualification	Institute	Year of Passing
Diploma in Mechanical Eng. Tech	Don Bosco Technical Institute, Park Circus, Kolkata	July 1995
ITI (Mechanical)	DGE&T from Don Bosco Technical Institute, Park Circus, Kolkata	July 1994
C.H.S.E (Council of Higher Secondary Education)	Jatni College, Orissa	August 1989
Matriculation	Andhra University, Vishakapatnam	April 1986

 

ITIL V3 Foundation

 

ü  MS Office (MS-Word, Excel, Power Point & Visio)

ü  AutoCAD

ü  SharePoint

Download Resume Format