Hi,
I am Deepak Prabhakar and I am looking for a full time job and i am available ASAP.
Unit 11, 77 Sherwood rd,
Toowong QLD - 4066
Phone No: - 0431089521
E – Mail: deepaktaurean75@gmail.com
: deepak_taurean57@yahoo.co.in
DEEPAK PRABHAKAR
OBJECTIVE
To work with a group which will refine my skills and that gives me responsibilities and challenge along with an opportunity to grow.
ORGANISATIONAL EXPERIENCE
Customer Service Representative (Casual) April 2009 – Till date
Pizza Hut, Moorooka, Brisbane, Australia
Responsibilities as Customer Service Representative
Ø Answering incoming calls regarding their Order.
Ø Taking customers order and entering into system with 100% accuracy.
Ø Working in fast pace environment.
Ø Handling customer complaints and queries.
Quality Analyst Oct 2006 – Jan 2009
Teleperformance India, Gurgaon, India
Responsibilities as Quality Analyst
Ø Worked with a US inbound process called WAMU (Washington Mutual Bank).
Ø Managing the Operations’ team of about 25 associates and evaluating their calls for Voice Quality, soft skills and adherence to the process.
Ø Monitored over 200 Agents and facilitating feedback for improvement using Time study as a part of COPC Quality Standards.
Ø Conducting Mock Calls (Stimulated Tests, Real Call Situations, Case Studies) with the new agents in the final round of Interview before they go live on the shop floor.
Ø Sharing timely feedback and highlighting the coaching points of the associates on calls. Bringing out new Ideas and inputs for customer satisfaction.
Ø Attending and assisting in the call calibration session with the client.
Ø Creating Agent Analysis and improvement plans report.
Ø Maintain a high level of accessibility as a general resource for team members.
Ø Conduct regular feedback sessions with teams to discuss Achievements, Targets and planning to meet the targets.
Ø Responsible for overall performance of the team in terms of productivity & Quality delivery of services to the customer within stipulated time.
Sr. Customer Care Executive June 2004 – Sept 2006
Baxy Infosol, Gurgaon, India.
Responsibilities as a Sr. Customer Care Executive
Ø Worked for a Canadian outbound process called Charity.
Ø Joined as Customer Care Executive in Baxy Infosol and within Six months got promoted as a Sr. Customer Care Executive.
Ø Responsible for a Team of about 20 associates, maintaining the Productivity and SPH (Sales per hour) of the team.
Ø Sr. Customer Care Executive with a proven ability to train, supervise, motivate, and evaluate customer service representatives.
Ø Handling Escalation calls, Barging Calls for teams. Monitored the performance of personnel to ensure a productive work environment.
Ø Built a teamwork environment that encouraged hard work and collaboration.
Ø Exercised strong interpersonal communication skills with customers and department personnel.
Ø Attending calibration session with the Quality team.Interacting with the client in order to discuss the process gaps and ares of Improvement.
Ø Handling one on one with the team members to enhance their skills on capturing data by conducting roles plays or by playing reorded call. Responsible for Sales Refresher.
Ø Conducting product tests, data capturing test and quizzes on a regular basis.
Sr. Customer Care Executive Feb 2001 – May 2004
Vcustomer Services India Pvt. Ltd. Mathura Road, New Delhi
Responsibilities as Sr. Customer Care Executive
Ø Joined as Customer Care Executive in Vcustomer Services India Private Ltd and worked for HP Process
Ø Deliver world class customer service and build customer satisfaction and loyalty.
Ø Provide effective and timely resolution of a range of customer inquiries.
Ø Perform credit analysis to determine the approval of customers’ lines of credit.
Ø Resolve issues involving account discrepancies, product delivery and cost allocation.
Ø Increase the customer experience by providing information on new products, services through up selling opportunities.
Ø Strive for one-call resolution of customer issues.
Ø Take active part in the brainstorming sessions been conducted on the floor.
Ø Nominated for the Employee of the Month in November 2003 in Vcustomer.
Ø Nominated as Star of the Month in January 2004 for exceptional Customer Service.
EDUCATION & PROFESSIONAL EXPERIENCE
Ø Graduation from Guru Nanak Dev University Amritsar India in 1999
Ø Completed one and half year diploma in software engineering from National Institute of Information Technology (N.I.I.T), New Delhi
Ø MS Word, Excel, PowerPoint.
COMPUTER SKILLSbb
Microsoft Technologies
Ø Basic PC Troubleshooting.
Ø MS Office
Ø Working knowledge of other Window applications.
Availability: - I am available full time. Start time: ASAP.
P.S.:- Reference Available on Request.
Deepak Prabhakar
