Sample Template Example of Excellent Curriculum Vitae / Resume / CV Format with Career Objective, Job Profile & Work Experience for BBA CV Freshers & Experienced in Word / Doc / Pdf Free Download
RESUME
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Sex:
Female
Marital
Status: Single
Address For
Communication:
Pin
686Kerala
Contact
No:
+ 91 - 9876543210
E-Mail: boby@hotmail.com
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To
build a career in a progressive organization that will provide me
exciting
opportunities to learn more and utilize my knowledge and skill
for
the growth of organization.
Work Experience (6 years. 10 months)
Sep 2012 - Till Date Microsoft
Business Strategic Group,
Bangalore
As Duty Manager
- Increase customer satisfaction by assisting
with case wellness, issue workflow and customer escalation management to
internal groups of Product Support Services.
- Coordinate and administer cross site
operational support for our inbound, 24 x 7, and weekly on call
scheduling.
- Acts as an informational resource regarding
consumer support services and mission critical program specific policy, procedure
and tools.
- Promotes customer advocacy with day to day
interactions and various projects, act as a queue supervisor for CSS
technology queues, including cross site managed queues.
- Enhance team productivity, providing efficient
and cost effective shared resource allocation, researching and implementing
the best scheduling and staff allocation practices at Microsoft.
- Handle cross site and cross cluster
escalation as well as be a point of contact; ensuring all critical/ SEV
A issues are transitioned between shifts, sites and support groups
without disrupting the customer or the progress of the case.
- Co coordinating with senior support engineers,
Premier Field engineer, Technical account Managers, Escalation Managers,
Group Managers, and other contacts with the same operational authority
as team managers.
- Strategic planning of the scheduling based on
data captured and trend observed and continuously identifying technical
needs to improve overall productivity of the business.
- Responsible for Managing the productivity of
a technical support department within Microsoft's Beta Support and Management and Security
Division – System Center ensuring, Case
management, Queue monitoring support, Call harvesting, Reporting of
volume, expected volume, non-service delivery activity, Unavailability,
Sick leave, Engineer behavior and any risk towards business.
- Created training documents for Microsoft beta
duty manager training.
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April 2010 – September 2012 Microsoft Global Partner
Support, Bangalore
Deputed from Spectrum
Consultants
As Partner Engagement
Manager
- Evangelizing the services
offered by Microsoft to its Partners organizations and generates volume for
the business by selling
Microsoft Partner Technical Services thus influencing the revenue
generation.
- Responsible for establishing and managing
client relationships and working with key decision makers like
CEO's and CTO's of partner companies in the North American and Canadian segment to demonstrate how Microsoft
can drive their business forward.
·
Generating new
business opportunities by proactive and reactive engagements with partners
and drive them to use the Microsoft Partner Technical Services.
·
Partnering with
the client on a proactive basis to ensure success through different phases of
their software development and project phases.
·
Collaborate
with multiple internal teams and ensure the highest levels of services are
delivered with respect to services and programs offered by Microsoft.
- Act as
Single Point of Contact for the engagement and help partners get their
business and technical queries answered and resolved.
- Develop and execute effective e-mail campaign to reach the
C-level and LOB Executives.
Additional Responsibilities:
- Trained new hires (Technical consultants) on process, effective
communications with clients
and overall GPS delivery model.
- Process training and mentoring the new hires for the Engagement
Team.
May 2008 – March 2010 Dell
International Services, Bangalore
As Senior Technical Support Associate
- Troubleshooting and resolving technical needs
for desktop and portables.
·
Responsible for
delivering on key Financial Metrics including Revenue Margins and Close Rate
percentages set by Business.
- Provided support to the
new team members to help them to scale up including floor support.
Sept 2007- April 2008 Dell International Services,
Bangalore
As Senior Customer Support Associate
- Handling inbound calls pertaining to the US
home consumer customer care issues.
- Responsible
for resolving customer’s issue by having a very low hold time of call
answering.
- Handling customer
escalations in the team as the senior customer support associate.
August 2006 -
Till August, 2007
Allsec
Technologies Ltd, Chennai
As Customer Support Associate
- For H.S.B.C Credit Card Sales pitching the
product to the US customers and successfully converting 70% of the calls
to prospective sales.
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Excelled
from a call taking role to Duty Manager Role.
·
Was
awarded the “Highest Revenue Award” at
Dell
·
Was
awarded the “Gold Call” for Superior Customer Experience at Dell
- Ranked Valued
Performer and Exceptional Performer
for the Performance Review Metrics.
·
Active Member of
“Fun Club” Team and Volunteer for Bring Your Child to Work at Microsoft.
Strengths, Skills & Ability
·
Good
exposure in handling U.S. and Canada customers for a period of 7 years.
·
Ability to
work in teams and create a collaborative work environment.
·
Take
ownership and responsibility of assigned work.
·
Ability to
plan and self-organize, to complete the work within stipulated timelines.
·
Excellent
interpersonal & communication skills.
·
Leadership
& Sales Skills
·
Hard
working, self-motivated and Willingness to learn.
·
Proficient
in the use and application of MS Office Suite, MS CRM and familiarity
with Microsoft Product Stack.
- Bachelor of Business
Administration.
M.A College, M.G University, Kottayam, Kerala.
(2006)
Good Shepherd Public School, CBSE, Changanasery, (2003) Specialization - Commerce
Queens Mary’s Public School, CBSE, Kottayam, (2001)
Freestyle Motor cross
& Photography
- Won Jury award for best
picture for the 'Explore the Wild' Nature Photography Contest by
Timberland India.
·
English
·
Malayalam
and Hindi
I hereby declare that the above given
information are true to the best of my knowledge and belief.
(BOBY THOMAS)
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