CURRICULUM VITAE

MEHBOOB IDRIS VOHRA

Janta Society, Behind Yadgar Society Nr. Railway station Anand, Gujarat. Contact # +91 902 962 9001 Email ID : mvohra82@hotmail.com

WORK EXPERIENCE :
Have worked with Hutchison 3 Global Services Pvt. Ltd Nov07 till Jan11
JOB RESPONSIBILITIES:

Helping the customers to T/S the technical fault on the mobile phone. Retaining the customers to stay on the network & continue the service. Out calling the customers who have given a request to cancel the mobile phone contract(s) & also selling the new contracts to prospect customers. Helping customers to renew the mobile phone contract by giving best possible options. Maintaining the daily team performance report using Microsoft Excel.
Have also worked for IBM Daksh from April07 to Nov07
JOB RESPONSIBILITIES:

Helping the client to T/S the technical fault for the internet connection. Up selling the company products after answering the clients query. At times out calling the existing clients for the new offers. Keeping a follow up with the client to check if they are happy with the services.

Have also worked for Hinduja Group Ltd.(Vodafone Process) (21 Months).
QUALITY ANALYST:

Was working as Quality Analyst since August 2006 till March 2007 (08 Months)
JOB RESPONSIBILITIES:

Monitoring calls of agents & giving a one-on- one feedback, Preparing analytic report and reviewing performance of agent. Identifying the concern agent and conducting coaching sessions. Attending call calibration and conference calls with clients and managers, and identifying the concern areas and measures of improvement. Assisting new QCAs with the Quality parameters and helping them in rating calls. Conducting Quality Call Listening Sessions with the agents and discussing the concern parameters with them.

Customer Relationship Officer:

Worked as Customer Relationship Officer from June 2005 to July 2006 (13 Months).
JOB RESPONSIBILITIES:

Handling the Team in the absence of the Team Leader. Conducting briefings sessions before and after shift. Assisting new team member. Handling Training Agent and taking their escalated calls

ACHIEVEMENTS:

Was awarded Top Performer in Quality for 3 consecutive months and later was promoted as Quality Analyst through IJP. Was given the opportunity to handle the new hired trainees. Was always the best executive in Quality
ACADEMICS:

T.Y.B.Com in the year 2005 from Viva College (Virar)

Passed H.S.C. in the year 2002 from Bandra Boys Junior College (Bandra) Passed S.S.C. in the year 2000 from Fatima Devi English High School (Malad)
ADDITIONAL QUALIFICATION

Windows, MS-OFFICE (Ms Word, Ms Excel, Ms PowerPoint), Internet.

ADDITIONAL INFORMATION:

DATE OF BIRTH LANGUAGES KNOWN HOBBIES STRENGTH

: 12th May 1982 : English, Hindi, Urdu & Gujarati : Surfing Internet, Playing Sports : Fast Learner, Self Confident, Target Oriented.

I hereby declare that all the above mentioned information is accurate & true to the best my knowledge.

Mehboob I. Vohra