1. Arvind Tomar
(Born in year 1985)
Mob.: 09717700117
Email: arvindtomar2005@gmail.com
Discipline, Patience, Goal Oriented,
Conflict Management Skills, Customer
Service Expert with Excellent
Communication Skills, Negotiation
Skills and Work as Team Player.
Profile Overview:
A “Performance Driven Professional” with
Sufficient experience in managing team and
entire process operations with an aim to
accomplish corporate plans & goals.
Operations Management focus on
maximizing customer satisfaction, process
compliance, Process improvement initiatives to
achieve maximum efficiency in various
operations compliances.
Abilities in coordinating with
internal/external customers for running
successful business operations
Summary of Experience:
7+ years Team Leading Experience of
Technical Customer support and
remortgage in International call centre.
Clients:
Adobe, Mortgage and FDI/HNI.
4+ years as Assistant Manager in Sales
and Customer Service Industry.
Communication and Organizational skills.
Integrity, Delegation of tasks.
Facilitator and Negotiator.
Expert in controlling attrition and
shrinkage.
Conflict Management skills.
SLA achiever, Quality control.
MIS reporting, Ms-Excel expert.
Decision Making, Action Planning, Risk
Management and Positive attitude.
Confidence, Active Listening, Effective
Speaking and Attentiveness.
Proven success in coaching, mentoring
and motivating teams to achieve targets,
enhance and improve company goals to
achieve 100% service level with Time
Management Skills.

2. Established a Customer Service
Operations department in Value Infra
Group in year 2013.
Implemented Noble’s Customer
Management System, Setup IVR
(Interactive voice response) with ICM
(Inbound call management system) and
ACD (Automatic Call Distributor) with
Skills-based Routing.
Designed and Integrated Agent
Desktops by Visual Basic editor in Noble
Systems.
Received 13 awards, 3 awards for
CSAT century scorer, 5 times Quality
Star of process and was a 5 times
member of Gold club by achieving 100%
in all criteria’s of Teleperformance CS.
Passion of Photography and writing
an Autobiography. Exploring Heritage
places.
Cosmic Structures Ltd. (Noida)
Working since Apr. 2014
International process of FDI and HNI
Designation: Assistant Manager Inbound,
Outbound and collections.
Job Profile:
Inbound process of International clients. All
FDI (Foreign Direct Investment) and HNI (
High net-worth Individual) clients being taken
care, complete customer support.
Outbound Lead generation process for
remortgage, investments pitched to FDI and
HNI customers. Complete customer service
at glance. Schedule and organize shift
patterns for teams.
To ensure individual agents are performing
against targets, reviewing their performance
and coaching/training them to do so.
Submit regular reports to management and
seek new ideas and strategies to improve
performance at the center.
Ensure that clients are kept happy and
satisfied at all times by providing prompt
response and solutions to their challenges at
all times as per requirements.
Value Infra Group. (Noida)
Mar 2013 to April 2014.
Designation: Asst. Mgr. (Heading Customer
service, Operations)
Established a Complete Customer Service
and Operations department and CMS.

3. Implemented: Noble’s Customer Interaction
System, Setup IVR (Interactive voice
response), ICM (Inbound call management
system) and ACD (Automatic Call Distributor)
with Skills-based Routing.
Designed: Integrated Agent Desktops in
Noble and do Workforce Management and
Real-time Reporting.
Was Heading the CRM and back office
operations with the team of 17 members.
Publish MIS and Noble system based MIS
reports for Sales, Collection and Banking.
TVA reports (Target v/s Achieve). Create
performance report for Sales, Marketing and
CRM.
Teleperformance (International Call Centre)
Sept. 2009 to Mar 2013.
Designation: Team Leader Technical Support.
Troubleshoot Adobe Software’s related
Issues. Installation Issues of Adobe Software.
Guide customer in how to related issues of
Adobe software’s.
Troubleshooting the problems of Customer
related to Adobe Software.
Mentored the new Joiners on Floor and taken
care of 9 Members team.
MIS / Real time reporting to Assistant
Manager Operation WFM.
Achieved 12 awards in the complete tenure.
Abstract E Services
(International Call Centre)
Jun 2004 to May 2009.
Designation: Supervisor
Worked for Outbound process of US based
customers for Movies Unlimited and US
Mortgage Processes.
Takes escalation calls of Agents and also
takes verification call at the end.
Achievements : Promoted as a Supervisor
for sincerity, call handling skills, loyalty and
Management skills by a CEO & Business
Manager. (Mr. Sameer Khan).
MCSE (Microsoft Certified System Engineer)
from Rooman Technologies in year 2008.
Bachelor in Computer Applications in year
2005.
SWIFT JYOTI GRAPHICS (DTP, Photoshop
and Corel Draw) course from NIIT in year
2004.
Certificate in Computing from IGNOU in year
2002.
Date of Birth : September 1984
Father’s Name : Respected R.P.S Tomar
Father’s Occu. : Cab Driver
Passport : Yes
Driving License : Yes
DECLARATION:
I Hereby Declare That The Above Mentioned
Information Is Correct Up To My Knowledge
And I Bear The Responsibility For The
Correctness Of The Above Mentioned
Particulars.
(Sign)
Arvind Tomar