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 RESUME


                                  H .NO. 89/7A,      

                                                                       Faridabad -121006.
                                                                        E-mail mansoor.hussain@gmail.com
                                                                       Mobile: 98876543210                                                           
Mansoor Hussain
Total Work Experience (5.1 yrs)

vCustomer Services Pvt . Ltd – New Delhi (3.6 yrs)

Worked as Associate Process Manager for 1.6 yrs.

The crux of job includes looking after two campaigns for Hewlett Packard, Compaq and Printers. To ensure all the Service Level Agreements to be met within the given timelines by the client and customer satisfaction should be at gratification level

Key Responsibilities:

Ø  Transitioning of the campaign and FTE planning as per the work load in key deliverables.

Ø  Managing a team of 300+ associates with 16 team leaders.

Ø  Taking weekly review with Team leaders.

Ø  Daily/Weekly reporting to Senior Manager/ Directors.

Ø  Weekly performance review with site directors from Hewlett Packard.

Ø  Monthly performance and R&R meetings with AVP operations.

Ø  Attend transition calls and performance conference calls bi-weekly.

Ø  Quality calibration with client.

Ø  Making preventive and corrective action plan to deal with errors.

Ø  Sanctioning leaves taking buffer and peak seating into consideration.

Ø  Coordinating with training team for new batch and refresher on floor trainings.

Ø  Coordination with HR recruitment team for requisition of advisors for the campaign.

Ø  Skip level meetings with associates.

Worked as a Sr.Technical Team Leader for 1.6 yrs

Ø  The general conspectus of the job includes managing a team of 20 agents. A synopsis would be handling various queries of the team, looking after training and coaching requirements, motivation and the growth of individuals along with successful realization of client and organization goals.

Ø  Headed a team of agents providing desktop support and then moved on to lead a portable team.

Key Responsibilities:

Ø  Briefing all the account associates on the given metrics from the client and make them understand the new process flow.

Ø  Took customer escalations on a regular basis.

Ø  Conducted individual and collective coaching sessions of the associates after regular intervals based on internal, customer and client feedback.

Ø  Daily/Weekly reporting to Manager.


Ø  Attend the calibration session bi-weekly, do joint monitoring with the client and discuss process issues with the client.

Ø  Represent in the weekly operations call with the client.

Ø  Attend Quarterly Business Review, talk about the overall performance of the site in the particular product line, take feedback from the client and consequently start working on it.

Major Achievements

Ø  Awarded with the certificate of Servicing Compaq Consumer Products, certified by Hewlett Packard, Boise, USA.

Ø  Certified for working with Hewlett Packard for more than two years by Maria Martinez (CSSA Director-Hewlett Packard).

Ø  Rewarded as a Star of the week in vCustomer after meeting all the client targets.

Ø  ISO Implementation:  Was assigned the responsibility to present the HP Laptop and HP Desktop group before the ISO auditor. Streamlined and improved the processes as per the ISO goals while working on the ISO project. Maturing the processes after following ISO and creating corrective and preventive action plan respective goals.

MICROCITY INDIA PVT. LTD. (1.6 yrs)

SYSTEM ADMINISTRATOR

Worked with Microcity India Pvt. Ltd. from 15th June 2000 till 15th Nov 2001 as a System Administrator.

Key Responsibilities

Ø  Handling company’s internal LAN network comprising of 12 systems.
Ø  Responsible for maintaining company’s Internet network and dealing with day-to-day   
     troubleshooting and research.
Ø  Responsible for installation and troubleshooting of systems at client end.

EDUCATIONAL PROFILE

Ø  Completed Bachelor’s degree from M.D. University, Rohtak.
Ø  Pursuing Post Graduation Diploma in Business Administration from Symboisis.

PROFESSIONAL

Ø  Microsoft Certified System Engineer (MCSE 2000)
Ø  A+ Certified
Ø  Servicing Compaq Consumer Products Certified.

Core Competencies

Ø  People management
Ø  Report analysis.
Ø  High level of adaptability.
Ø  Strong Implementation

Date:


                                                                                            Mansoor  Hussain



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