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Rani Shinde
______________________________________________________________________
Address: Sumati bldg. 2nd Floor, Udayachal Society,
Behind Bapat Hospital,
Gen. A. K. Vaidya Marg, Panchpakhadi, Thane (West) –
400 602
Contact number: +91 9876543210.
Summary
MBA – Ebusiness, 5 years of experience in Customer
Service, IT Support Desk, Technical and Semi-Technical Support for internal
employees, business to business (B2B) customers and business to customers
(B2C).
Career
aspiration
I believe in quality work and commitment towards the
organization and wish to grow with the organization. I would give my very best
to be a part of my organization's vision and mission. To use my management and
technical knowledge to the best of my ability and in a way to help the
organization. I wish to work in an environment full of passion, professionalism
and lead a team where ideas flow freely to achieve greater heights.
Work Experience
TCS
EServe | Mumbai, India | March 2012 till June 2013
Process - Telstra (Weta Toowoomba)
Designation
– Senior Process Associate – Band
2
Profile
·
Case Manager for Order remediation team
for Digital Business (This is for telephone lines which provide Internet service
as well).
·
Managed this process from the start of
the process and also changed the Digital Business process for making it helpful
for other teams like Workforce Management (Australia) to help on site
Technicians.
·
Proactively contacting and building
relationship with the customer to advise the delay and all relevant updates.
·
Worked with the Clients to find the Area’s
Of Improvement (AOI) and key contributors for improvement in the process (quality
and knowledge).
·
Did quality audits for the Digital
Business process.
·
Also appointed as Business Continuity
Plan (BCP) critical associate.
·
Team size managed - 5
3
Global Services | Mumbai, India | August 2010 – February 2012
Process – VF iPhone Level
2 Support and VF Technical Support Designation – Customer Relations
Advisor
Profile
·
Tech support for Australian Customers,
troubleshooting for iPhone, iPads.
·
I had been appointed as a SPOC for
sending out weekly tips on mobile phones and any new Apple and Android troubleshooting
to the entire Tech Department of Vodafone Australia.
·
Helped in creating decision tree for
iPhone troubleshooting as well as android.
·
Worked on OS like Android, Windows,
Symbian and iOS.
·
Team size managed - 10
Sutherland
Global Services| Mumbai, India | March 2010 – July 2010
Process
– Symantec
Support Designation – Senior Technical
System Engineer
Profile
·
Tech support for Global Home Consumers.
·
Troubleshooting for Norton products,
i.e., Norton Internet Security, Norton Enterprise Solution, Norton Antivirus)
·
Taking remote access of the Computers
and resolving the issue.
Fidelity
Information Services| Mumbai, India | November 2008 – February 2010
Process – IT Support
Desk Designation
– Help Desk Executive- Technology
Profile
·
Calls and Offline Que - IT support for
Internal Employees.
·
Used to work on Domains (password
resets, ID Unlocks, etc).
·
Used to take training for new joinees on
topics like
1. Ticketing tools – Service Center, Remedy, CMS (Case Management
System) Solver.
2. Blackberry.
3. VPN (Virtual Private Network).
·
Used to provide Floor Support in absence
of Supervisors, briefing the agents on new updates, creating new Knowledge Base
Documents for troubleshooting and ticket routing.
·
Trained on ID Creations.
WIPRO
BPO| Mumbai, India | June 2007 – January 2008
Process – Dell Technical
Support (Software and Hardware) Designation – Associate – Level 1
Profile
·
Tech Support for US customers.
·
Provided software and hardware support.
·
Taking remote access whenever required
and resolved the issues.
·
Pitching for sale of computer
accessories post resolution of customer issues.
Achievements
·
Got Best Camaraderie Award in Training
in June 2007 at Wipro BPO.
·
Achieved Best Idea Award in TCS
(IDEAMAX) in the month of Sept 2012 (How to get maximum Customer Contacts).
·
Got appreciation in Tata Consultancy
Services in the month of May 2013 for Best Call by the Clients in Digital
Business and the call was set as an example in the Company.
·
Got appreciation as Key Contributor to
Decision Tree (Knowledge Base) by Team Operations Manager - Mallika Shetty
·
Got appreciation from the customers for
quick resolution of issues in 3 Global Services.
·
Got Best Team Certificate in 3 Global
Services. Played key role in the Team Success.
·
Got Award for Lowest Average Handling
Time (AHT) in the 3 Global Services.
·
Achieved Best Team Certificate within 6
Months in Dec 2007 at Wipro BPO.
Skill
Sets
·
Technical knowledge of Internet,
Software and Hardware troubleshooting.
·
Technical knowledge of iPhone, iPods, iPads
and Android Phones troubleshooting.
·
Understanding the requirements for the
process in detail.
·
Meeting the targets and exceeding them.
·
Providing Process improvements.
Educational
Qualifications
- Welingkar
Institute of Management | 2011 – 2013.
Post Graduate Diploma in E-Business.
2 Year Program | 63%.
- Joshi
Bedekar College of Commerce – Mumbai University | 2003 – 2008.
Bachelor in Management Studies
(Specialization - Marketing).
- N.K.T
College| H.S.C. – Maharashtra University | 1999 – 2003.
12th Standard -
Commerce | 60.17%.
- Saraswati
Education High School, Thane | S.S.C. – Maharashtra University | 1999.
10th Standard | 60.86
%.
Academic
Projects
·
Women
Entrepreneurship in Rural India - BMS Project
about how Indian Women Entrepreneurs have come up despite of the difficulties
faced in Rural Places.
·
Information
Technology Act 2000 – An Overview on the Indian Scenario
(MBA Project of how and why this act was introduced in the Indian market).
Co-Curricular
Activities
·
Won 1st prize in Carrom at
College level.
·
Runner-up of Pool Championship in
Sutherland Global Services.
·
Participated in musical contest at School
level.
·
Participated in badminton at School
level.
Core committee member of College
Festival.
Interests
/ Hobbies
·
Playing outdoor / indoor games.
·
Watching Animation / Comedy Movies.
Personal
Information
·
Date of Birth: - 14th June,
1986.
·
Passport Number: - F5787707.
(Rani Shinde)
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