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Mobile: +91 9987623178 Email: raksharma@hotmail.

com A- Wing, Shrusti Building, Mahakali Caves Raod Andheri East Mumbai 400093 OBJECTIVE OPERATIONS/CUSTOMER SERVICE/BACKOFFICE To obtain a challenging position that would allow me to utilize my skills, knowledge, and give a platform to learn
and grow in the organization. I believe learning never stops.

Rakesh Sharma

SYNOPSIS Young, energetic and result oriented 5+ YEARS OF Experience in Operations, Customer Service, MIS, Back
office and Cross selling with below companies:

1. TATA-AIG Life Insurance Company Ltd


2. FAMILYCREDIT INDIA LTD (NBFC) 3. ICICI BANK LTD CORE COMPETENCIES

Preparing MIS Customer service (voice/non-voice)


Cross Selling Back office Inbound Calling EDUCATION

Out bound calling


Handling HNI Clients Complaints/escalations Team Handling

M.B.A from Kumaun University B.Sc From Jammu University H.S.C from Jammu, Central Board Secondary Education Board (CBSE) COMPUTER PROFICIENCY Operating system: Packages: Windows XP MS Office and Microsoft Outlook Express PROFESSIONAL EXPERIENCE TATA-AIG LIFE INSURANCE COMPANY LTD. (Oct09 Till Date)

Tata AIG Life Insurance Company Limited (Tata AIG Life) is a joint venture company, formed by Tata Sons and AIA Group Limited (AIA).

Key Deliverables:
Provide high quality information to customer with an understanding of customers requirements. Solve customer complaints/queries with a professional & timely manner. Creates & maintain customer profiles, escalate service requests to the appropriate resources including senior specialists, to satisfy service requirements Operation processes comprehension and strictly adhering to process requirement. Completes both customer & client requests in a timely manner Carry out work allocation and supervise the day to day activities of the Executives in the Query resolution unit. Plan duty rosters and time management for prioritization of critical activities. Ensure proper analysis and categorization of the nature of complaints/queries as per the defined format. Check the maintenance of a complaints/queries log with all relevant details extracted from the system, duly updated with developments and resolutions provided. Check case history sheets sent to all the channels. Ensure complaints are forwarded to the relevant department and follow up is carried out in a timely manner as per the process to ensure the complaint is resolved. Identifies improvement areas in turnaround times

Ensure preparation and publishing of the MIS reports on weekly, monthly basis Carry out analysis and provides insight in to top 10 complaints/Queries and means to improve the resolution TAT and identify the improvement opportunities and process gaps.

FAMILYCREDIT INDIA Ltd.

(Dec07 Oct09)

FamilyCredit Ltd., a Non Banking Financial Services Company(NBFC), is a wholly owned subsidiary of Socit Gnrale Consumer Finance, a division of the Specialised Financial Services of Socit Gnrale Group, France

Key Deliverables:
Handling customer queries and providing information as per the defined standards Resolve internal or external customers queries over email. Coordinating with call-center team with focus on customer communications and building and maintaining healthy business relations with customer, enhancing customer satisfaction matrices by achieving delivery & service quality norms Assist Call centre assisting them deal with complaints / queries. Attend to walk in customers for service and complaints Interacting with the customers over the phone Providing them with resolution to their queries Handle the Escalated cases where resolution cannot be provided in the first interaction Have done outbound calling for Resolved cases to communicate to the customer the resolution received from the business team Effective redressal of all customer complaints and providing solutions/escalating problems Following up on escalations and closing them Preparation of MIS reports Maintain healthy business relations with customer, enhancing customer satisfaction matrices by achieving delivery & service quality norms. Coordinating for resolution of grievances of individual and corporate clients for superior customer service Driving and increasing Loyalty Personal Loan sales Working on the existing customer bases for business generation Managing the team of outsourced staff and DST Sales team for their queries, target and performance. . Providing volumes and value delivery Responsible for customer retention.

ICICI BANK Ltd Key Deliverables:

( Sep 05- Dec 07)

Handling customer queries and providing information as per the defined standards Resolve internal or external customers queries over email. Coordinating with call-center team with focus on customer communications and building and maintaining healthy business relations with customer, enhancing customer satisfaction matrices by achieving delivery & service quality norms

WORKSHOPS/TRAINING

Workshop on Communication Skills & Personality development at FamilyCredit India Ltd Training for Soft skills and software management at ICICI Bank Ltd
Reward and Recognitions Received Recognition for excellence in customer service at TATA-AIG LIFE and ICICI BANK LTD PERSONAL DETAILS Date of Birth: Languages Known: Status: Passport: February 08, 1978 English, Hindi and Punjabi Married Yes

(Rakesh Sharma)