Young, energetic and result oriented professional with over 5 years of hands on experience in Telecom , Sales, Insurance, Banking, Lubricant, Lead Generations, Inbound, outbound and customer service industry; Profound experience to maintain high quality standards to meet challenges of this fast paced, high turn-over industry; Deep understanding of technology with focus on delivering business solutions; Highly ethical, trustworthy and discreet.
Predictive Analysis - Using Insight-informed Data to Determine Factors Drivin...
Dharmendra resume
1. DHARMENDRA KUMAR YADAV
Room No.1, Near Subham Dairy, Sector-36,KarveVillage, Seawoods, Nerul, Navi Mumbai-400706
Email: dharmendrayadav0193@gmail.com Phone: (M) + 919867897565
OBJECTIVE
Seeking a challenging role to contribute towards organizational success and grow to a Senior Management
level.
SYNOPSIS
Young, energetic and result oriented professional with over 5 years of hands on experience in Telecom , Sales,
Insurance, Banking, Lubricant, Lead Generations, Inbound, outbound and customer service industry;
Profound experience to maintain high quality standards to meet challenges of this fast paced, high turn-over
industry; Deep understanding of technology with focus on delivering business solutions; Highly ethical,
trustworthy and discreet.
Possessing first rate communication and collaboration skills to lead and work in concert with diverse groups
effectively
Adroit at learning new concepts quickly, working well under pressure and communicating ideas clearly and
effectively
Dedicated and highly ambitious to achieve personal goals as well as the organizational goals
Friendly with an upbeat attitude.
Lean Six Sigma Green belt certified from TUV.
AREAS OF EXPERTISE
Customer Servicing Visionary Leadership Training&
Customer Management Auditing Development
Leadership Skills Team Management Quality Control
Strategic Planning
EDUCATIONAL QUALIFICATIONS
Bachelor of Arts (B. A.) 2016
WORK HISTORY
One Point One Solution, Turbhe, Navi Mumbai (Nov'13 – Aug’14)
Customer Service Executive (Reporting to Team Leader)
Key Deliverables:
Worked as a Customer Service Executive
Handled VIP and High Value customers
Handled Customers queries &complaints, solvedandclosedthe issues by giving prompt andon time resolution.
ONE POINT ONE SOLUTION (Aug'14 - Sep’15)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
Working as an QA
Handling quality for Center Mumbai.
Handling 3 different process
Handling various auditing task and preparing reports on auditing activities
Handling different types of clients
2. Eureka Outsourcing Solution (Oct'15 – Dec’16)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
Certification process for New Customer Service Representatives
Call Monitoring and Compliance Audits
Call Handling & Process Adherence Evaluation of the Customer Service Representatives
Process Gap assessment and remedial actions to root out causes of errors
Performing Root Cause Analyses to determine trends, challenges and improvement
opportunities
Regular briefings and Dip checks for process improvement
Active participation in Calibration sessions with internal and external clients
Compile, monitor and own sensitive reports like customer feedback reports and
customer complaint Analysis Desired Candidate Profile
Call to Connect PVT LTD. (Jan ‘17 – Till date)
QA (Quality Analysis) (Reporting to QM)
Key Deliverables
Working as an QA/ Trainer
Handling training of new associates.
Performing call quality audit of front line representatives.
Analyzing the data and preparing quality reports and dashboards as required.
Escalating issues that hamper process promptly.
Training Need Identification based on quality scores.
Play an important role in achieving team targets.
Ensure that Core standards defined within the process are strictly followed.
Create reports on Weekly/Monthly basis for management reporting
Find the gap and loopholes in the process.
Identifying fatal errors and non fatal errors impacting the process and take
corrective/preventive action.
PERSONAL DETAILS
Date of Birth : 1st March, 1993
Languages Known : English,Hindi and Marathi
Marital Status : Unmarried
References : Available on Request
(Dharmendra Kumar Yadav)