1. CURRICULUM VITAE
ROHIT VASWANI
 : Bur Dubai, Dubai, (U.A.E.)
 : +971-527885838
: rohit1816@gmail.com
CAREER OBJECTIVE
To work where I can contribute to the optimum level growth of the company and also use my skills to get personal as well
as organizational growth.
EDUCATION
• Completed Graduation (B.Com) from EIILM University
• Passed XII (ISCE Examination) from City Montessori School, Lucknow in 2001
• Passed X (ICSE Examination) from Seventh-Day Adventist High School, Lucknow in 1999
PROFESSIONAL QUALIFICATION
• Proficient in Customer Service
• Knowledge of all GDSs
• Extensive knowledge in Microsoft Office (Word, Excel and PowerPoint)
• Consistently demonstrated the ability to efficiently and effectively interact with people at all levels of management
with deep sense of integrity, honestly and professionalism
• Organized, systematic, result oriented, can work independently or part of a team
WORK EXPERIENCE
• Worked with Wize Commerce, India (Nextag) from July 2015 to August 2016
Job Profile:- Joined Wize Commerce as a Content Analyst for the process Pegasus
Responsibilities:
- To update Hotel Information on all GDSs
- To report errors in the Hotel Information to the Hotel representatives
- To report errors or glitches in any of the GDSs to the Pegasus Technical Team
Initiatives:
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2. CURRICULUM VITAE
- Review work done by other Analysts
- Collate screenshots taken by all Analysts and upload them on a website
- Clarify the team’s doubts with the client
- Create the Quality and Performance report of the team
Achievements and Recognitions:
- Being the process expert, I was assigned the responsibility of reviewing the work done by other Analysts
- Received recognitions and awards from the client
• Worked with Convergys India from November 2009 to July 2015
Job Profile:- Joined Convergys India as a Quality Evaluator and was promoted as Sr. Quality Evaluator
Responsibilities:
- To monitor US agents calls and to score them on various parameters
- To raise Referrals (High Level Complaint) for major issues
- To remove knowledge gaps among US agents through weekly calibration calls
Initiatives:
- Generate weekly Correction Report for errors in Team’s Quality Scoring
- Suggested various new scoring parameters to improve Quality of US agents
- Found reasons and causes of various errors occurred in order processing
- Allocate daily work to team members to meet client parameters
- Prepare Team Schedule and Weekly Business Review Report to be discussed on Client Call
- Prepare various reports in Excel as and when required by the client
Achievements and Recognitions:
- I have always been ranked ‘Outstanding’ in my score card
- Received recognitions and awards from the client
- Appreciated by the client for generating weekly Correction Report
• Worked with HCL BPO from November 2005 to June 2009
Job Profile:
- Joined HCL BPO as a Customer Care Executive for British Telecommunication Customer Service (Blended Process)
- Worked as a Campaign Trainer and an Escalation Expert
- Was Promoted as a Coach in Nov.’07
Responsibilities:
- To help advisors with the process knowledge and call handling skills
- To monitor calls to find best practices and improvement opportunities
- To help Managers in resolving High Level Escalations and Complaints being the Process Expert
- To impart Training to TLs, Coaches and Advisors
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3. CURRICULUM VITAE
Initiatives:
- Helped in creating a report on ‘How to improve OneView Application and Performance’
- Part of ‘OneView’ Application Designing Team and represented HCL BPO amongst various other BT sites
- Found solutions to various problems and errors in OneView which became useful for advisors and client, and got
recognition from client for the same
- Suggested various improvements in OneView and Customer Bills to the client which also got implemented
Achievements and Recognitions:
- I have always been ranked ‘Outstanding’ for my appraisal. It is an achievement to be outstanding from the very
beginning and maintaining that position
- Was Promoted as a Coach in Nov.’07
- Awarded to be the Process Expert for BT PSTN and WLR3 Campaign
- Received recognitions and awards from the client.
PERSONAL DETAILS
Date of Birth: 15th
July, 1983
Linguistic Abilities: English, Hindi & Sindhi
Marital Status: Married
Permanent Address: D – 1003 Monsoon Breeze, Sector 78, Gurgaon, Haryana (India) – 122004
Nationality: Indian
Passport Number: L7646904
Visa Status Visit Visa (Till 8th
November 2016)
DECLARATION
I hereby declare that the all the above information is best of my knowledge and I will do my best to serve you with full trust
and potential.
(ROHIT VASWANI)
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