Ehtisham Ahmad Resume
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Ehtisham Ahmad is seeking a job that allows him to use his education and skills. He has over 10 years of experience in customer service roles, handling escalations and complaints for companies like Videocon D2H, Aegis Limited, and Mphasis. He has strong written and verbal communication skills and experience managing customer care teams and centers. He holds a BSC degree from Awadh University and is proficient in Hindi and English.
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Venkatesh Gundu is a senior operations manager at Infosys BPO Ltd in Bangalore with over 12 years of experience. He has managed operations for clients in industries such as online advertising, software resale, and telecom. Some of his key responsibilities include business planning, budgeting, resource allocation, and driving cost efficiencies. He has received several awards for achievements like establishing business analysis processes, receiving client satisfaction awards, and successfully transitioning resources between clients. Gundu has a certificate from IIM-Ahmedabad and bachelor's degree from Osmania University.
CV
Vasudeva Rao is seeking a professional position where he can learn, contribute, and provide value. He has 15 years of experience in customer service, credit card operations, and people management. Currently, he manages a chain of retail outlets. He has a bachelor's degree in hotel management and has held several roles managing teams and meeting performance targets at companies like Genpact, HSBC, and Global Call Center.
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Ehtisham Ahmad Resume
- 1. Ehtisham Ahmad Contact- 9871400017 E Mail- ehti_syrish@yahoo.co.in Address- B-7 , Abul Fazal Enclave, Jamia Nagar, New Delhi- 110025 OBJECTIVE :- To obtain a job within my chosen field that will challenge me and allow me to use my education, skills and past experiences in a way that is mutually beneficial to both myself and my employer and allow for future growth and advancement. KEY SKILLS:- Customer Service Delivery & Escalation Management Written communication Complaint Cell Management Operation Management Cost Benefit Analysis and Business Strategic Team Handling Vendor/ Partner site Management Social media Complaint Management EXPERINCE SUMMARY AT A GLANCE:- Experience Summary Videocon D2h- Executive Customer Care Handling the team of customer care e mail management and looking after the Quality aspects of 9 calls centre’s situated across country. Handling the day to day session of all call centre’s as a client to ensure process adherence with zero lapses. Visiting centre’s frequently for Quality & Escalation reviews also penalizing them basis on the defined parameters. Indentifyingthe GAP areasandsharingthe new ideaswith management for process/system improvement. Preparingandpresentingall reviewanalysistothe managementalsoactively participating in all centre reviews. Handingthe all legal andsocial mediacomplaintsadequatelyandresponding to the relevant authorities with complete ownership. FocusingonRevenueGeneration(Up- Selling/IVR)throughall inbound centres and analyzing the day to day performance for enhancement. Significantlypromotedinlastappraisal fromOfficertoExecutive. CrossauditingrandomcommunicationalsoreviewingQualityanalysistoindentifythe actual processGAPs. Videocon d2h Limited- Sr. Executive from Jan 2011 till date Aegis Limited – Sr. Associate from July 2008 till August 2010 (Airtel process) Mphasis – Associate from Feb 2007 till July 2008 (Airtel Process) Live Wire- Associate from June2006 till Jan 2007 (Tata AIG process)
- 2. Re-presentingBusinesschangesrequirement tothe managementintermsof Software, accessesandaccessibilitiesandworkingtowardsfinalimplementation. Trainingtoall newresourcesintermsof writingskillsandprocessadherence. AEGIS LIMITED Sr. Associate (Airtel process – centralized team of National Escalation desk) Handled escalations directly received from Top Management (CMD Office, JMD Office, Corporate Office, etc.). Sensitized the desk and worked as mentor for all new/existing team members. Quality Auditing and performance review dashboards Prepared and released team performance reports of closure %, Escalation % etc on daily/Weekly /Monthly basis. Contacted Top level management personally via call, mail or SMS depends on the severity of the cases. MPHASIS Associate (Airtel Platinum care process) Handled Corporate, VIP and Premier Customers Service level adherence & Turn Around Time management Ensure customer satisfaction through prompt handling of customer queries and resolution of customer’s complaints. ACADEMICS BSC from Awadh University in Year 2005. PERSONAL DETAILS Father's Name: Late Gayasuddin Siddiqui Marital status: Single Date of Birth: July 04, 1983 Language Proficiency : Hindi & English (Spoken and Written) Expected Salary- Negotiable Ehtisham Ahmad