Dear Sir/Madam,
I am in search of a challenging position where my
skills and experience can be utilized in the development
and growth of an organization.
I am a highly motivated individual with excellent people and
leadership skills, high business ethics, good management
and business acumen, and a verifiable track record of good
academic career, which also needs for a successful business
achievement. I am also willing to work long and arduous
hours to accomplish the desire results.
I would appreciate your time in reviewing my enclosed
resume and I would welcome an opportunity to meet it with
you for a personal interview.
I would be grateful if you would contact me if you have any
vacancies in your company or keep my information on file in
case of future openings.
With Warm
Thanks & Regards,
Manjula Kumari
Curriculum Vitae
Manjula Kumari Contact No. 07324220577 and 9827008497 and
9202601403
[email protected] &
[email protected]--------------------------------------------------------------------------------------------------------------
Objective: To utilize my Qualities & Skills for optimizing my Caliber for the
organization growth.
Total Experience: 09 Years 2 Months.
Total Call Centre Experience: 07 Years 2 Months
Last CTC : 3 Lacs 45 Thousand
Experiences & Nature of work:
1) A). Organization: Bharti AXA Life Insurance Co. Ltd. (DSF & Banc
assurance, Mumbai.)
Duration : February 2008 to May 2010
Designation: Tele Marketing Manager
Nature of Work:
To coordinate with the Citi Financial and Call Centre.
• Handling lead generation process across west zone from Telemarketing
Agencies.
• Handling Billing of Call Centre and Vendor payment.
• Maximizing overall performance of the team and Achieving team goals by
systematic use of process
• Makes decisions, handles variety of problems that arise on daily basis, create
choice and alternative courses of actions
• Took necessary developmental strategies and promotional strategies with
planned meetings
• Periodically checking to see if ideas are technically feasible
• Performing as an active learner and problem solver.
• Taking the training and solve the queries of Financial Advisors.
• To Manage & supervise the team of 90 agents, 5 TL’s, 5 Verifiers and 2 Quality
executives, 1 MIS person & 1 Associate Manager to generate lead for selling
policies over Phone.
• Once in a week giving and taking the feedback from Financial Advisors regarding
the productivity of business and as per the requirement improve the quality
business.
• Solving Customers Query & Complaint
• To prepare Daily & Weekly Reports for HO.
• Generate Monthly Audit Report for HO
B). Organization: Bharti AXA Life Insurance Co. Ltd. (DSF & Campaign
Management, Indore.)
Designation: Area Campaign Co-coordinator
Nature of Work:
To Manage Call Centre for Lead Generation.
• To Manage & supervise the team of 80 Agents, 5 TL’s, 5 Verifiers, 2 Quality
executives & 1 Associate Manager to generate lead for selling policies over
Phone.
• Once in a week taking the meeting of Financial Advisors and discuss their
problems and try to give the better solutions.
• Solving Customers Query & Complaint
• To prepare Daily & Weekly Reports for HO.
• Generate Monthly Audit Report for HO
2) Organization: Reliance Telecom Limited, Indore.
Designation: Team Leader
Duration: April 2004 to Feb 2008
Nature of Work:
Job Profile in MIS Dept.:
• Preparing Files for Messages Uploading & Upload the same for Broadcasting.
• Sorting of numbers as per DND request. Removing that numbers from main SMS
uploading files & calling data.
• To create Daily Activity & Weekly Report for the whole customer care which
consist of Revenue generation through Value added services ,Recharges etc.,&
churn percentage of prepaid & postpaid both which have to be collected from
concern department & compile in one report
• Daily Data uploading of First Call, Grace ,Recharge etc & to prepare report for
the same
• Preparation of CLM(Customer life cycle module) by merging of required data’s
• Analysis of First call, & other value added services
First in Inbound
• Achieved Daily AHT, Productivity, Quality & C-Sat targets as defined by the
organization
• Monitored & Maintained Abandoned rate & service level by doing Q-monitoring
& floor walking
• Handling escalated customer complaint & ensuring the satisfaction to the
customer.
• Motivating the team to extract the best performance.
• Mentoring the Team members for the next level by delegating initiative.
• Coaching the performance outer by providing effective feedback on a daily basis.
• Taken daily team briefing & discuss daily updates to ensure proper resolution
• Contributing towards team and individual targets.
• Highest Quality score with zero critical error consistently.
• Conducting training to the inductees on various products.
• Based on the performance review, been assigned with additional responsibility of
handling escalation calls from the customer for end results with regular follow
up.
• Regular coordination with team members for inputs & suggestions with action
plan.
• Proper planning and various tips given to the team for improving quality score.
• Promotional training for priority products through cross sell campaign across
service and sales team.
• To manage the out-bound and in-bound call center team.
• To help team members in resolving Customers Query & Complaint
• To prepare MIS Report Daily.
Then shifted to outbound Department
• Conducting prepaid, postpaid & retailer help desk training from time to
time.
• Making the rooster for the entire outbound.
• Distribution of different types of calls accordingly.
• Preparing Daily Report of Calls of each category & Forwarding to concern
department.
• Controlling attrition by showing the growth path & spending quality time
outside the operation floor.
• Controlling Absenteeism & scheduled adherence on a day to day basis.
• Also Deal with Outsource BPO (Effort marketing) :Responsible to provide
data for calling & other information’s.& at the EOD getting the reports for
the same
• Maintain calling along with quality parameters.
• Result orientated calls done from both CC (In-house & outsource).
• Achieved given Target of connectivity as per calling.
Special Initiative:
• Generating Weekly agent score card for the entire outbound team.
• Conducting prepaid & postpaid training from time to time.
• Also check the authenticity of leads that are generated by CSR’s
Achievements
• Got appreciation from local Clients for good team handling as good
revenue generated by them.
• Got appreciation Mails & calls from Mumbai(DAKC) Clients for good team
Management
3) Organization: B.Arun Kumar International Ltd., Pithampur.
Designation: Receptionist cum Trainer
Duration : July 2002 to March 2004
Nature of Work:
• Recruit the Candidates.
• I’m taking Training and take the test.
• Handling front desk.
Special Traits:
Good communication skills, Hardworking & Willing to learn. Confident & Quick decision
maker.
Qualification:
MBA : Pursuing an MBA in Operation Management from NIMS
University.
Post Graduation : M.A in Economics from DAVV, Indore in 2003
Graduation : B.A from DAVV, Indore in 2001
HSSC : CBSE School,
Operating System: Windows 2000/XP, Windows 95/98, DOS
Packages : OpenOffice.org, MS-Office, Word, Excel, PPT.
Language Known: Hindi & English
Hobby: Listening Music, Playing Badminton
Strength:
• Hard Working
• Self Motivated
• Positive Attitude
• Ability to work under pressure
Weakness: Eager for Perfection
Personal Information:
Name: Manjula Kumari
Father’s Name: Shri Gorelal
Date of Birth: 10th Aug 1980
Address: Plot No2,
K. Colony,
Indore (M.P).
Nationality: Indian
Marital Status: Single
Date: 09-Feb-2011
Place: Indore
