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Carmel
Diaz
Project Experience
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Mob:
+919876543210.
Carmel
Diaz
OBJECTIVE
To excel in
service industry utilizing my innovative thoughts in client relations &
customer support. I seek a challenging career, which provides an opportunity to
showcase my talent & experience towards meeting organizational goals, and
thereby climb the career ladder.
PROFESSIONAL EXPERIENCE
Hewlett Packard ( PPS CSS
Global Social Media) – Business Analyst Lead Aug’11
till date
Profile:
Team
Lead: Ensuring the team delivers quality
and timely Reporting and Monitoring on all technical information from the
Social Media sources like Facebook, Twitter, and HP Forums. Expert Day
Involvement/ reporting, Project participation and involvement. SEO( Search
Engine Optimization) – Monitoring HP Forums on Search Engines
Achievements:
E-Awards given
for managing the team and not missing any deadlines for reports
E-Awards awarded
for assisting in the Summit
E-Awards
awarded for working on the Harvesting.
HPCSC Bangalore –
2LS Services Process Lead (Hewlett Packard GCSO EMEA) May 10 – Jul ‘11
Profile:
Handling a
team of 10 members, my main tasks involve Quality Performance of the team,
Mentoring, Team
Management, Business Process Management, Operational excellence, Template Development/Maintenance, documentation Readiness/SharePoint Maintenance, Recruiting and handling Projects.
Management, Business Process Management, Operational excellence, Template Development/Maintenance, documentation Readiness/SharePoint Maintenance, Recruiting and handling Projects.
HPCSC Bangalore
– GCSO EMEA
Hewlett Packard. GSCB,
Bangalore Jan
06 – Apr 10
TEC PLC2 & PL83 Engineer
Profile:
Provide 3rd Level Support to
HP consumers by offering solutions to problems through Business Partners
directly or through the cluster responsible for specific product support. The
work contributed to: Incident Management, Problem Management, Escalation
Management, Current Product Engineering and Exception Prevention. This was
achieved by support of clusters that dealt with these activities or sometimes
by dealing with cases or class issues directly.
Main Responsibilities
ü
Collect and prioritize
escalations, task and activities
ü
Manage communication of the
cluster with strategic important entities like Product Divisions, Marketing.
ü
Provide solutions for
problems and requests coming from HP Entities (Marketing, Sales, Technical
Consultants, Business Engineers) or HP Partners
ü
Manage technical escalation
process with divisions if appropriate
ü
Provide agents (1L, 2L, 2LE)
from Business Partners (via clusters, mentors, supervisors) with relevant
expertise and information to be able to provide quality support and thus
improve customer satisfaction and reduce costs
ü
Provide HP divisions or
other relevant HP entities with technical support information and general
technological information that will contribute to the success of NPI (New
Product Introduction), CPE (Current Product Engineering) and/or NPD (New
Product Design) and the business value of the HP product.
ü
F2F trainings at Amsterdam
(Netherlands) for NPI products) currently Virtual trainings.
ü
Increase TEC Team and
Cluster visibility towards (potential) internal customers.
ü
Create / Update support
documents, based on solutions found from root cause analysis & findings.
ü
Contribute towards
Increasing the TEC Team value
ü
Optimization of Team
Productivity at cluster team level
ü
Group Admin for PLCM tool
representing the TEC.
Additional Responsibilities
ü
Handling the NTF( No Trouble
Found) Reports and implementing actions accordingly
ü
Following up on actions for
Complaints and tracking the report month on month.
ü
Handling the technical part
on the Csat report for TEC and Sites.
ü
More Focus on the quality
and processes by the Sites.
Project Experience
Repair Exchange – Project
(Q2- 2011)
Role: Project
Lead
Project
Sponsor: Kavitha Shenoy
Summary:
Repair exchange for customers are causing complaints and dsat, to avoid invalid
repair exchanges happening this project will save $ to HP and ensure a robust
process is in place.
Reduction in Complaints –
Project (Q2- 2010)
Role: Project
Lead
Project
Sponsor: Kavitha Shenoy
Summary:
Initiated an Rfc for a process that was implemented at the sites in order to
reduce complaints and focus on actual complaints, saving $ to the company.
Status:
Completed linked to Darwin Project
CSAT (Customer Satisfaction)
Improvement Project
Role: Project
Lead
Summary:
Increase or maintain consistent customer satisfaction scores for all sites.
Main focus was on the Technical aspect being able to add potential value.
CSAT Cape town Site
Role: Project
Lead
Summary:
Monitor the technical quality of the transitioned site based on the Surveys
received monthly. Added value by creating a process in place where in the site
has maintained good CSAT scores technically.
Transition and Mentoring
HPCSC site
Role: Project
Member
Summary:
Trained mentors on the technical process for TEC team , Continuous interaction with the mentors to
improve and make the transition a smooth process.
First Time Fix (FTF)
Percentage improvement
Role:
Project Member
Summary:
Green Belt Project was an initiative to improve the receding FTF on Asia
Pacific support floor. Main responsibility was to identify training requirement
and suggest a new call handling flow for the process.
Achievements
ü Recognition awarded for co-ordinating
TEC activities – TEC new hiring and working on the reduction of complaints H1
-2010.
ü Consistent ‘K’ rater based on
performance
ü Chosen as the best performer for Q3
– 2009.
ü Awarded the Outstanding and best
performer for H1 ( 2009)
ü Good Opportunity to have a hands on
the units for testing both the current products and the ones to be released and
there by expertise oneself technically.
ü Was a part for the delta testing of
a camera and so tested a camera R837 before its release in the market and gave
inputs about it.
ü
E-award
by TSE/TEC Manager (Amsterdam); for commitment and quality of work toward IPG
Consumer Support (2007)
Hewlett Packard. GSCB,
Bangalore Jan
04 – Dec 05
Technical Support Engineer
Responsibilities:
ü
Voice
support to customers, Handling Technical and
Process Escalations
ü
Responsible for doing
Technical and Courtesy callbacks for the team.
ü
Provided assistance to the
team members in case of problems, through direct intervention and mentoring.
ü
Imparted on the job training
to the new hire, Coached and mentored engineers on the floor.
ü
Providing Quality and
technical updates to the team members.
ü
Identified the best
practices and implemented these within the team.
Achievements
ü Awarded Best performance for
consecutive 2 quarters.
ü Awarded Outstanding Employee for customer satisfaction and
excellent and consistent performance in HP at the same time sponsored by the
company to Visit the Client’s site – Australia
(Melbourne).
Iseva Pvt. Ltd. Mar’03 – Dec 03
Customer Support Representative
Responsibilities
ü Voice support to customers and
helped them with various connectivity issues and email issues customers had.
ü Responsible for achieving the
targets set for the team.
Achievements
ü Awarded the Highest Call taker In
Iseva 995 calls in 5 weeks.
ü Highest Customer Satisfaction
scores.
PROFESSIONAL
AND EDUCATIONAL QUALIFICATIONS
ü Master
of Computer Applications from MKU Study centre, Pondicherry (Madurai Kamaraj
University. Madurai, TN ) – First Class
ü Bachelor
of Science (Computer Science) from First Grade College, KGF (Bangalore
University, Karnataka,) – First Class.
ADDITIONAL
SKILLS/TRAINING
ü Attended Green Belt training in
September 2010.
ü Completed PBI( Principles of
Business Improvement) training
ü Undergone a week’s training for A+
certification at HP
ü Trained on Time
Management/Presentation Skills/Project Communication/Risk Management etc.
ü Completed DMAIC training.
ü Attended training on Risk &
Communications in Project management(22PDU’s)
ü ITIL certified.
ü Attended training on the Basics of
Project Management
ü Attended workshop on PMP ( 34PDU’s)
ü Training on SEO platform
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