1. RAJESH KUMAR MENON
G-4, 1
st
Floor, SAI SADAN, 2
nd
Main, 1
st
Cross, M.L.A Layout, Kalena Agrahara, B.G.Road, Bangalore 560076,
India.
Mobile: 9986481754/9886432346 Email: rajesh_preyasi@yahoo.co.in
Targeting to achieve a challenging position in the Management of a reputed company, where acquired skills
will be utilized towards continued growth and advancement of the company.
PROFESSIONAL PROFILE
A result oriented professional with excellent Training and Analytical skills in providing process training and with over 8+ years
of experience in Customer Service Industry. Currently, serving as Process Specialist with INFOSYS Pvt. Ltd.
Proficient in interacting with the customers for business excellence. Possess keen understanding in conceptualizing and
implementing customer service concepts. Possess excellent interpersonal, communication and organizational skills proven
abilities in customer relationship management. Also, possess
CAREER GRAPH
April’13 till date Process Specialist, INFOSYS Pvt. Ltd. (Bangalore)
 In the current role, I am providing Process Training to new hires which comprises of 15 members
 Implementing changes to the training as per the client requirements
 Preparing daily, weekly and monthly reports related to Process training to new hires
 Performing Quality audits for the team
 Providing Feedback and Coaching to the team members on their performance
 Interacting with onshore managers related to the Process Training
 Conducting the weekly assignments to new hires and reviewing their performance
 Providing support to the new hires during consolidation and reviewing their performance
 Handling issues related to new hires
 Building trust, accentuating the positive and redirecting the energy of the advisors when mistakes
occur
 Appreciating the advisors on their achievements and discussing about the issues faced in meeting the
targets
 Encouraging Best Practise sharing among advisors in order to meet the goals.
 Preparing Appraisal Report of all teams during the Appraisal period

2.  Preparing daily reports for the process like Once Contact Resolution (OCR), 4AM drop etc.
 Preparing monthly Performance Matrix Index (PMI).
 Analysing the result, performing Root Cause Analysis and discussing with the managers and advisors
on improving the techniques to achieve the targets.
 Handled the team of 12 members which investigates Billing Disputes related to the Engineer Visits
done towards investigating Broadband faults of the customers and Orders placed for Broadband
Installation
 Handling Team Leader level escalations
 Taking pre-shift/ post shift huddle and sharing the updates and issues faced by the advisors on calls/e-
chat
 Taking initiatives in process changes
 Interacting with the Internet Service Providers through calls and e-chat to make sure that the
broadband of the customers is working without any faults.
 Interacting with onshore managers, customer providers, suppliers, provisioning team, billing team and
technical team in order to resolve the customer issues related to broadband connections and the
engineer visit disputes
July’10 till March ‘13 Sr. Customer Service Advisor, INFOSYS Pvt. Ltd. (Bangalore)
 Worked as a Broadband advisor for a reputed Telecom industry based in the U.K, wherein I need to
diagnose and rectify the Broadband faults within the SLA period.
 Interacting with the Internet Service Providers through calls and echat to make sure that the
broadband of the customers is working without any faults.
 Handling the Billing Disputes related to the Engineer Visits done towards investigating Broadband
faults of the customers and Orders placed for Broadband Installation
 Interacting with onshore managers, customer providers, suppliers, provisioning team, billing team and
technical team in order to resolve the customer issues related to broadband connections and the
engineer visit disputes
 Handling Escalations raised by the customers
 Providing support to the consolidation team and taking pre-shift and post-shift sessions for them
 Preparing Daily Performance reports of the team and the consolidation team
 Providing Quality Feedback to the consolidation team according to their Quality Scores
 Providing Feedback to the team members according to their Performance Scores
 Helping the Managers with One Contact Resolution (OCR) reports

3.  Preparing Appraisal Report of all teams during the Appraisal period
 Handling the process library
 Completed a Yellow Belt Project
Career Path
Apr’13 till date Process Specialist, INFOSYS Pvt. Ltd. (Bangalore)
Jul’10 - Mar’13 Sr. Customer Service Advisor, INFOSYS Pvt. Ltd. (Bangalore)
Dec’08 – Jun’10 Technical Support Representative, E4E Business Solutions (Bangalore)
Sep’07 – May’08 Customer Service Officer, MPHASIS an EDS Company (MUMBAI)
Mar’05 – Sep’07 Customer Service Representative, IBM DAKSH (MUMBAI)
Sep’96 – Feb’05 Manager, Kamalavilas Hotel, Nemmara (Palakkad)
PREVIOUS ASSIGNMENTS
Dec’08- Jun’10 E4E Business Solutions (Bangalore)
 In the previous role I have worked as a Technical Support Representative for a Web Hosting process
 Provided support to the clients who host web sites on the Internet.
 Resolving technical queries on calls and providing information to the customers about hosting web site.
 Taking care of the team and also taking initiation and decision for the team in the absence of the Team
Leader.
Sept’07 – May’08 MPHASIS an EDS Company (Mumbai)
 I had worked as Customer Service Officer for SUN Solaris process
 Talking to customers and conveying in a reassuring manner step by step instructions to resolve technical
issues.
 Taking care of the team and also taking initiation and decision for the team in the absence of the Team
Leader.

4. Mar’05 – Sept’07 IBM DAKSH (Mumbai)
 I had worked as Customer Service Representative for eBay process
 Talking to customers and conveying in a reassuring manner step by step instructions to resolve application
issues.
 Taking care of the team and also taking initiation and decision for the team in the absence of the Team
Leader.
Sept’96 – Feb’05 KAMALAVILAS HOTEL (Nemmara, Palakkad)
 Worked as Manager
 Attending customers issues
 Handling the staff
Achievements
 Awarded Best Performer for the month of September 2011
 Was given in charge of the Process Library (Corner House)
 Won the Individual Extra Miler Award for Consistent Performance and Anchoring Initiatives (Corner House)
 Completed Yellow Belt Training as Team Member which was done using the DMAIC (Define, Measure,
Analyze, Improve and Control) in order to eliminate the Defects and achieve the Target Time set for
completing the cases from a particular Data queue
 Was given in charge of SFI Billing Disputes Team
 Got promoted as Process Specialist
 Got certified by the company to take Process Training to New Hires
EDUCATIONAL CREDENTIALS
 Bachelor of Science from Calicut University in 1995
 Diploma in Computer Programming
 Underwent Software Testing Training in Ascent Software Training Institute, Bangalore
Trainings undergone as part of the Software Testing Training:

5. Manual Testing:
 Proficiency in Software Testing.
 Good knowledge of SDLC and STLC.
 Sound knowledge in Smoke, Functional, Integration, System Testing.
 Good Knowledge of Writing, Execution and Reviewing of Test case.
 Good Knowledge of white box testing and Black box testing - Smoke, Adhoc, Functional, Integration, System, Performance,
Compatibility, Usability, Accessibility, Recovery, I18N, L10N Testing, Regression Testing.
Automation Tool: Quick Test Professional
 Good knowledge in VB Scripting and QTP
 Extensive knowledge on QTP
 Good knowledge on Automation Framework in QTP
 Good knowledge in checkpoints and descriptive programming
 Good knowledge on Mercury tool – Quality centre
Other Skills:
 Programming Languages known: C, C++, SQL
 Operating Systems known: MS Windows 98/XP
 Scripting Knowledge: VB Scripting
PERSONAL DETAILS
Date of Birth : 14th March 1975
Father’s Name : Ravi Kumar Menon
Permanent Address : “Preyasi”,
Ayanampadam, Nemmara (P.O),
Palghat (Dt.), Kerala – 678508
Ph. No.:04923243427
Nationality : Indian
Sex : Male
Marital Status : Married
Languages Known : English, Hindi, Malayalam, Tamil and Kannada

6. Passport Details
Passport No. : G5281081
Place of Issue : THANE
Date of Issue : 11/09/2007
Date of Expiry : 10/09/2017

7. Passport Details
Passport No. : G5281081
Place of Issue : THANE
Date of Issue : 11/09/2007
Date of Expiry : 10/09/2017