Bharti Airtel: New Deputy CEO Sanjay Kapoor To Head Telemedia, DTH

Congrats Sanjay uncle, it has been a great privilege to know you!

hi, in race of competition to give best & to get best , give me also a chance to priviledge the company .
09889001086- lucknow
M.A, MBA – 7-8 YEARS OF EXPERIENCE IN OPERATIONS/TRAINING dept.
Desperetly searching for Telecom Industry

Ambition to work with AIRTEL : I am currently looking for a job in Airtel chennai branch and i am happy to say this that i am trying for airtel for more than 3years,my ambition is to work as a direct employee for airtel.I have handful of experience in customer care so please help me, below i have copy pasted my Resume please check.
R. VYASAN Email: rvyasan82@yahoo.co.in
Mobile No. 09600044011

Objective:

Intend to build a career with leading corporate of hi-tech environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. To work as a key player in challenging & creative environment. To extract and explore the more I can, from the firm and strive hard for its further enlistment.

Experience:

About six years of experience in customer service, specializing in quality field, monitoring and assessing quality of calls to ensure customer satisfaction. Highly organized, goal oriented and attentive to detail.

• Worked for Reliance Info streams Pvt.Ltd, Navi Mumbai from, Nov 2002 to April 2004.
• Worked for E2E SERWIZSOL (TATA BPO), Hyderabad from, May 2004 to April 2005.
• Worked for HTMT Limited (Hinduja Groups), Chennai, from August 2005 to May 2007.
• Worked for WIPRO BPO, Chennai, from June 2007 to January 2008.
• Working for IBM , Chennai, from January 2008 till date

Education:

 B.A English Literature with First Class Degree in Vivekananda College, (2000-2002) Mylapore, Chennai – 18.

Skills:

 Excellent team player as well as independent achiever.
 Work knowledge in E-CRM tools ORACLE APPLICATION & CLARIFY.
 Hands on experience in NICE recorder.
 Excellent PC, MS Word and Excel.
 Typewriting speed: 35 wpm.
 Window 98, 2000 & Xp.

Work Experience:

IBM (Chennai) January 2008 till date
Role: Senior Executive (Quality)

Roles & Responsibilities:

 Involved in leading a team to prepare analytical reports on the performance of customer service.
 Providing online technical feedback to the agents on the quality of calls.
 Maintaining the quality of calls so that the Customers attain utmost satisfaction and delight.
 Provide monthly analysis on performance trends and recommend solutions for any areas having downward trends.
 Developed presentation and report formats in Monthly Business Review (MBR) meetings with Managers.
 Analysis done on the repeat calls to evaluate if the Failure is due to the Process or Agents.
 Doing repeat call analysis for reducing the call flow. SLS Review and PI Review.
 SLS review for reducing the error percentage for back end and to give FCR (First call resolution) to the Customer
 PI Review (Problem Incidence) to check what kind of problem customer is facing with the service.
 AHT Analysis to reduce the call time of the call with in client expectation.
 Training conducted for out of call agents to perform well.
 Birds view report to check where the CPO’s are lacking.
 Master tracker updated for my team to check CPO’s daily product and process improvement.

Additional Responsibilities:

 Generating MIS on all dimensions to view the quality standards.
 Reviewing the business rewards & penalties in quality scores.
 Preparing 30days action tracker to business unit.
 Releasing the scores on monthly basis with Pareto charts.
 Analyzing the highlights & lowlights to business for the scope of improvement.

Business Project:

Project Title : AHT Constrain.
Duration : 6 Months.
Description : Worked on reducing the agents AHT & improvement
Showed to business on same.

WIPRO BPO (Chennai) June 2007 to January 2008
Chennai
Role: Associate (Quality)

Roles & Responsibilities:

 Associate in Closing and Pre-funding of loans in Washington Mutual Bank (WAMU – US based)
 Involved in verification of loan documents
 Proof correcting and ruling out errors in loan documents
 Final decision making on the eligibility of the applicant and providing a conclusive report on approval of loan to the bank.
 Formatted all the data where it will get automatically updated in excel.
 Improving quality of the loan files by monitoring agent performance.

HTMT Limited (Hinduja Groups), August 2005 to May 2007
Chennai
Role: Quality Analyst

Roles & Responsibilities:

 Individual Quality analyst for Caretouch process.
 Involved in leading a team to prepare analytical reports on the performance of customer service.
 Providing online technical feedback to the agents on the quality of calls.
 Maintaining the quality of calls so that the Customers attain utmost satisfaction and delight.
 Provide monthly analysis on performance trends and recommend solutions for any areas having downward trends.
 Developed presentation and report formats in Monthly Quality Review meetings with Managers.
 Analysis done on the repeat calls to evaluate if the Failure is due to the Process or Agents.
 Analysis on ICE (Instant Customer Engagement) no calls, to study the customer satisfaction percentage.

Awards and Recognitions:

 Certified in Leader plus training as a Trained Team leader.
 Won the extra miler award in Quality given by the company for the month of November.
 Short listed for Six Sigma GB (Green Belt) Training provided by the company & got trained.
 Got 92% in the overall assessment during training period

Achievements:

 Trained the whole floor about the Call Quality parameters to improve the Quality Scores.
 Improved the third party auditor scores of Caretouch process from 63.31% to 93.00%.
 Over all India Caretouch remains in the first position for Quality.
 100 % attendance during the training period

E2E SERWIZSOL (TATA BPO) May 2004 to April 2005
Hyderabad
Role: Quality Executive

Responsibilities:

 Providing online technical feedback to the agents on the quality of calls.
 Maintaining the quality of calls so that the Customers attain utmost satisfaction and delight.
 Provided monthly analyses of performance trends and recommended solutions for any areas having downward trends.

Reliance Info streams Pvt.Ltd, Nov 2002 to April 2004
Navi Mumbai
Role: Customer Response Executive

Responsibilities:

 Giving technical & usage support queries regarding handset, Network Activation & Billing queries
 Monitoring & handling of escalated calls. Giving network activation, Handset training to newly registered customers.

Me on Myself: I would describe myself as an extrovert, an optimist, and broad minded, a motivator with a contagious ‘Never say Die’ Attitude.

Personal profile:

Name : R. Vyasan
Date of Birth : 07.01.1982
Father’s Name : S.R. Radhakrishnan
Sex : Male
Marital Status : Single
Language Known : English, Tamil, Hindi (Manageable)
Nationality : India
Home Phone : 044-32961872
Permanent Address : 2/128, Mettu Colony,
Manapakkam,
Chennai – 600 116

Declaration:

I hereby declare that the information furnished above is true to the best of my knowledge.

Date:

Place: Chennai

Yours faithfully,

R. VYASAN

I wish to work with Airtel, Bangalore as I have got married and is seeking to relocate to Bangalore. Currently working with vodafone as a senior customer service executive in Mumbai. I would like to be given an opportunity.

Before Migration From Prepaid to Postpaid, I was told that from Airtel Department that:

All STD Call Charges: Rs.1.00 INR per minute
All National SMS Charges: Rs.0.50 INR per minute
All Local SMS Charges: Rs.0.05 INR per message

Based on the above received information (commitment), I migrated to Postpaid and then my Bill got generated as per below:

All STD Call Charges: Rs.1.50 INR per minute
All National SMS Charges: Rs.1.50 INR per minute
All Local SMS Charges: Rs.0.50 INR per message

So many emails I sent to 121@airtelindia.com, nodalofficer.kk@airtel.in, appellate.kk@airtel.in. But no one is responding with regard to wrong commitment, Whilst I was getting the information regarding the bill plan (Which has no meaning for my email).

Just Airtel Cellular Services in India, is cheating the customers like anything.
And in these cheating ways, now they are feeling proud to announce that they are having 100000000 customers in India. But they don't know that, they reached that goal in a shameful manner and by cheating the customers.

I'm Feeling very shame to be one among those customers of Airtel.

Airtel: Number one in India And Number one in Cheating in India.

–Sincerely,