1. VIVIAN BASTIAN
91 9765410410 vivian.bastian28@yahoo.co.in
Looking for career enrichment opportunities in Customer Care, Collections, Corporate
Relations with a top notch organization
CAREER FEATURES
FromOct 09 till date working Tech Mahindra Pune.
 Handling first line calls which includes calls like billing, trouble shooting, escalation calls,
Logistics & handling repair calls.
 Handled Repeat Callers Project For billing & technical issue.
 Handling I-Phone Customer Services
Mentoring for 1st Line & Complaint Management Teams.
1) Handholding of Teams in Transcition phase from Billing to Complaints Management.
2) Mentoring of 1st
Line PostPay Teams in Absence of T.L.
OJT Training & Mentoring
1) Product & Process re-training of new Joinees.
2) Call Listening to identify gaps.
3) Coaching & Feedback to better performance.
4) Setting Weekly Performance targets towards achieving monthly goals.
Since Nov’00to March 08 with Idea Cellular Limited, Pune as Customer Care Sr.
Executive.
At Escalation Desk Since Aug 2005
 Esclation Calling done to customers.
 Visiting Corporate Customers on monthly basis for Vas & Billing Issues
 Imparting Product & process training to out bound call-centre.
 VAS testing & up selling done to customers.
 YB project on reduction of repeat cases on GPRS.
 Solving billing issues of individual & large a/c customers.
As Shift Incharge: Jul’04 to July 05’
 Explaining in detail the parameters of performance to all agents.
 Studying and analyzing the performance of all agents in the team.
 Understanding the gaps in performance and developing the strategy to improve the
performance.
 Training on Vas products & processed conducted for CCE/CCRs.
 Coaching individual team members based on identified gaps in performance.
 Keeping in touch with customers by logging in / listening to calls.
 Achieving the parameters of performance.
 Taking escalation calls of irate customers in all other time.
 Briefing - debriefing done to the team based on instructions given by Team Leader.
As Customer Operations: Nov 00 to April 04 At Prepaid Help Desk

2.  Resolving customer queries on phone, as well as in person at times.
 Taking care of escalated complaints from subordinates.
 Coordinate with other departments for speedy resolution of customer issues within TAT to
customers.
 Suggesting measures and evaluating strategies for improvement in work processes, employee
motivation, performance rewarding and encouraging an environment towards increased
productivity.
 Online job training to CCR's
 Maintaining disclipne within the team in absence of T.L. Also re-scheduling of shifts to maintain
basic staffing needs.
 Take up the responsibility to see that Speed of answer is maintained to the minimum.
 Training of new recruits for Prepaid Product.
 Introducing the process of tagging of customer's request thru a web-based application to be
actioned upon on a later date.
 Helped in handling system Migration From MINSAT to PPAS.
 Also handling Prepaid Distributor Helpdesk. Where handling all prepaid distributor queries from
all across the circle.
ACADEMIA
2000: Bachelor of Commerce from University of Pune
EXTRACURRICULAR AND ACCOLADES
 Taking care of sim-exchange & any additional feature to be given to the Subscriber.
 Handling of Migrations from Prepaid to Post-paid.
 Maintaining Promo (activations & deactivations.) records.
 Prepared the training manual for Prepaid product.
PERSONAL DOSSIER
Date of Birth : 05th Oct, 1978.
Passport Details: Available.