Vinil M. Shah is seeking a customer service position where he can utilize problem solving skills. He has over 15 years of experience in customer service roles. Currently, he works as a Service Assurance Executive at ManpowerGroup India, where he handles internal auditing, client satisfaction, grievance redressal, and process improvement. Previously, he held senior customer representative and customer care roles at IBM, In Touch Solutions, and Infovision, where he resolved customer issues, queries, and complaints. He has strong communication, listening, and problem-solving skills.

1. CURRICULUM VITAE
Vinil M Shah Permanent Address:
Email:shahmvinil2015@gmail.com H No.363, Vipin Garden,
Near Kakrola Morh,
(Metro pillar no. 798).
Uttam Nagar
New Delhi – 110059
Phone: +91-7042654147
: +91-9873914149
Objective
Seeking a post in the customer service field where I could utilize my problem solving skills in an
exclusively customer oriented environment. To skillfully confront the challenges and fulfill the
job responsibilities by practicing innovation, enthusiasm, loyalty and commitment with a
professionally managed dynamic organization which offer independent responsibilities and
provide opportunity to make best use of my knowledge, skills and attitude and with scope of
learning and growing
ManpowerGroup India 16th
July 2012 till Date
Company Profile: Manpower Group is a Fortune 500 Company, providing High Value staffing
solutions throughout employment and business cycle.
Designation: Service Assurance Executive
ROLE & RESPONSIBILITIES:
Currently working with ManpowerGroup Services India in Gurgaon as Service Assurance
Service Assurance (Process Improvement)
 Internal Auditing of CRM work for PAN India.
 Direct interaction with client over the phone for client satisfaction.
 Grievance Redressal for PAN India.
 Direct interaction with Associates for feedback
 Quality Management.
 Generating innovative resolution for process improvement
 Leading and coordinating
 Responsible for resolving escalations on performance bottlenecks
 Planning, scheduling and coordinating operational plan
 Handling Escalations whenever the client escalates an issue.
 Providing regular feedback to teams via presentations, latest updates, etc

2.  Full Knowledge of PF, ESIC, Tax & Payroll
IBM global Services Pvt Ltd 25th
Sep 2008 to 12th
Feb 2012.
Designation: Sr.Customer Care Executive
Skills:
 Very articulate with good communication skills.
 Keen listening and quick thinking abilities.
 Patient, empathetic and convincing.
 Pleasant and cheerful voice quality.
Job Profile:
 Handling a large number of inbound chats in an energetic environment.
 Responsible for handling US customer’s account, fund and refunds.
 Multi tasking and maintaining high level of efficiency while meeting deadlines and quotas.
 Providing accurate and timely solutions to customer queries and problems.
 Accepting assignments as part of a team project.
 Using call center support applications to enhance assistance to customers and agents.
 Identifying, researching and resolving customer issues using computer database.
 Completing call logs and calls reports.
 Making follow-up calls to customers whenever necessary.
In Touch Solution Pvt Ltd 18th
Oct 2006 to 23rd
Sep 2008

3. Designation: Sr. Customer Representative
Job Profile:
 Worked for Dish TV Renewal (Inbound).
 Ensures that all correspondence and reports are processed in timely manner.
 Ensures that all critical information which may impact decision making process is reported to
Manager.
 Co-ordinates weekly & monthly reports.
 Takes own initiative to assemble data for complex report prepared by other management staff.
 Providing support to the other channels of the organization.
Info vision Merchandising Services 3rd Dec 2004 to 30th
Sept 2006
Designation: Sr.Customer Care Executive
Job Profile:
 Worked in Inbound /Outbound process.
 Responsible to get best work from services engineers.
 Direct customer concern and queries.
 Handling Complaints made by Customers.
Educational Qualification
Done Sr.Secondry from UP Board Kanpur in 1996.
Done Graduation from CSJM Kanpur University in 1999.

4. Done Post Graduation CSJM from Kanpur University in 2001.
Computer Proficiency
 One Year computer course Modules done : Microsoft Word, Excel, Power point, MS DOS
6.22,Pager Maker-5,Coral Draw-5,Internet
Personal Information
Father’s Name : Late. Dr. A. N Shah
Marital Status : Married
Date of Birth : 24th
August 1977
Hobbies : Listening to Hindi Music, like Ghazals and Cooking.
Vinil. M. Shah