Customer Serivce Representative

     Personal information    First name(s) / Surname(s)  Nana Kramguda Address(es)  #10, M.G. RoadBangalore560 001India Telephone(s)  Home: +55 55 66948400Mobile: +55 55 66948410 E-mail(s)  nana_kramguda@nomail.net.in Nationality  Indian     Work experience    Dates  January 2005 - present Occupation or position held  Customer Service Shift Manager Main activities and responsibilities  Responsible for shift CSR production and activities. Responsible for scheduling of all second shift associates. Responsible for fielding customer inquiries, concerns, and service issues. Entering customer inquiry data into the Call Center tracking system software and forwarding of data to the appropriate corporate management associate for resolution of the issue. Perform follow-up tracking of customer inquires to ensure that all requests are addressed and enter regional or corporate resolution notes into Call Center tracking application for reference purposes.      Name and address of employer  Hewlett Packard Customer Service 1st Floor, Augusta Point Gurgaon 122 002, India Type of business or sector  Customer Service / Technical Support           Dates  July 1999 - January 2005 Occupation or position held  Customer Service Representative Main activities and responsibilities  Was responsible for all inbound phone calls and e-mails. Escalated customer issues to a higher-level Customer Support staff member when necessary. Conducted telephone calls to customers to rate the quality of the resolution of their service issues. Excellent proficiency of using the call center application software. Conducted telephone calls to company associates to help answer customer inquiries, resolve issues, or solve service related concerns.      Name and address of employer  C.E.B. Cable Communications Type of business or sector  Customer Service and Support      Education and training    Dates  September 1999 - June 2001 Title of qualification awarded  Master's Degree in Human Resources Management Principal subjects / occupational skills covered  Principle studies included: Business Communications and Management with an emphasis on Human Resource Development and Management. One year internship with accreditation at C.E.B. Cable Communications. Master's Thesis written on Human Resource Implementation Strategies. Name and type of organisation providing education and training  New Delhi University - College of Business Management      Dates  September 1995 - June 1999 Title of qualification awarded  Bachelor's of Business in Management Development Principal subjects / occupational skills covered  Principle studies included: General business, communication skills, economics, finance, and marketing. Secondary studies included arts and humanities, literature, mathematic economic theory. Name and type of organisation providing education and training  New Delhi Undergraduate College          Personal skills and competences    Mother tongue(s)  Urdu Other language(s)    Self-assessment  UnderstandingSpeakingWriting  European level  ListeningReadingSpoken interactionSpoken production   English  C2Proficient UserC2Proficient UserC2Proficient UserC2Proficient UserC2Proficient User  Social skills and competences  Providing excellent customer service that makes customers always feel welcome, important, and appreciated. Responding with a strong sense of urgency to resolve customer issues is important to me. Fielding customer inquiries, concerns, or issues received via corporate toll-free phone numbers, voice-mails, or letters as assigned and answering all routine inquiries.      Organisational skills and competences  Ability to organize and prioritize a variety of tasks/projects. Ability to work within strict time frames and resolute deadlines. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.      Computer skills and competences  Fully competent with intermediate proficiency in Microsoft Works Suite specifically Access, Excel, Outlook Express, Power Point, and Word. Typing speed of forty (40) WPM. Ten-key punch speed of four-thousand (4,000) SPH.      Artistic skills and competences  Pottery and sculpture      Other skills and competences  It is my goal to always provide an excellent experience to the customer. Responsible for keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken to resolve each issue. Perform all other duties specified by supervisor. Superior communication skills, the ability to multi-task, and an eye for details. I always provide as friendly, courteous, and helpful service as I possibly can.      Driving licence(s)  Groups A, B, and D1      Additional information  References available upon request.