Curriculam Vitae - Grace.docx

CURRICULUM VITAE

Grace Balaji E-Mail: [email protected] Mobile: +91-9739361966 Address- No 25 God’s Gift Esther Enclave 7th cross Hormavu Bangalore 560043 EDUCATION QUALIFICATION Passed SSLC - 2007 Passed PUC - 2009 Passed BBA - 2013 OBJECTIVE To obtain a challenging and a proper position in a good company where I will be able to work on a broad variety of very challenging problems and interact to learn better things with good opportunities. CAREER SUMMARY 

Worked as an associate at Ernst & Young (2013 to 2015)

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Worked as a Team Leader at Wintech Computer Solutions ( 2015- 2018 )

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Worked as a Team Leader at Genisys Group (Mar2018 – Dec2018)

PERSONAL SKILLS 

Easily adapting to new environment.

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Professional manners upheld in all customer & co-worker relations.

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Organized and efficient in all aspects of work.

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Comprehensive Problem solving.

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Excellent Excel, Word, Verbal and written communication skills.

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Self-motivated, quick learner and team player.

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Task Oriented.

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Multi-tasking skills.

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Keen observer.

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Maintain good client relationship.

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Extra teaching skills.Conducted English classes at a spoken English Academy part-time for 2 months.

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Conducted classes for under graduates for the period of 6 months.

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Ability to give the best result in pressure situation.

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Excellent supervisory abilities

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Ability to maintain a well-disciplined environment.

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Excellent customer service skills to uphold the company’s reputation.

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Exceptional leadership qualities & abilities to lead a group of employees towards a common goal.

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Exceptional emails and telephone etiquettes.

KEY RESPONSIBILITIES HANDLED AT E&Y AS AN ASSOCIATE 

Helping customers solve issues with our widgets.

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Handling first level Escalations and Taking proper decision on call keeping proper records , Updates on Product or Complaints with in TAT.

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Preparing production Reports, personal records to send it to the higher authorities.

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Ensuring that the customer is satisfied with the service provided and getting the feedback from end user.

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Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure superior customer satisfaction.

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Performed software installation and effective troubleshooting with high-level customer care, training, and technical support.

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Continually build customer relations with client personnel.

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Best performer on Quality & soft skill parameters.

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Resolved customer complaints and concerns with strong verbal and negotiation skills.

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Provided support for the installation and operation of the software.

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Ensure that requests are addressed in an expeditious manner.

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Have given my availability and multi tasked the work with other country teams during their season like India, Germany, Australia, Singapore, Netherland and Belgium for whom the specifications, tools & process differ from country to country.

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Managing and monitoring the daily database and also the mailboxes.

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Efficient and excellent in Analysis.Received many appreciations for timely deliverables, rating, compliance and quality.

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Answered and returned phone calls from customers regarding the complaints, suggestions or inquiries.

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Maintained patience in face on difficult customer situation.

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Provided thorough support and problem resolution for customers.

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Preparing daily and weekly & monthly reports and dispatching them to operational centers.

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Produce deliverables within a diverse, fast paced environment, collaborate effectively across teams and juggle multiple projects and initiatives simultaneously.

KEY RESPONSIBILITIES HANDLED AT WINTECH COMPUTERS AS A TEAM LEADER 

Motivated members on both inbound and outbound calls.

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Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.

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Supervised outbound team to ensure they followed computer-generated lead order and exhibited courtesy at all times.

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Did spot-check listening in on calls to make certain team followed provided scripts.

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Ran monthly goal contests with rewards.

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Motivated team to meet monthly goals and beat other teams in the Center.

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Set monthly and daily sales goals for outbound call team according to company objectives.

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Monitored calls by listening in randomly.

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Ensured script was always followed by team members on call.

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Prepared Weekly Roster for the team members.

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Helped the team to address the customer service enquires in a timely accurate fashion.

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Maintaining high customer service standards.

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Preparing the required daily weekly and monthly reports. Comparing & analyzing the overall monthly and weekly performance of the team members. Providing the accurate feed back to the agents and also keeping the client posted on the daily activities and the updates.

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Conflict resolution proficiency – Handling escalations, communicating with the clients with regards to the betterment of the process and also the areas of improvement.

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Weekly call audits done to ensure that the script is followed by the outbound agents and also checking the information given and also the appropriate action taken by the inbound agent.

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Understanding the risk and responsibility held towards the process.

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Meeting the KPIs which measure the performance of the business.

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Setting standards for timelines, quality levels and the amount of service as per the SLA.

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Conducting team meetings, Dip checks for the improvement of the performance.

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Implemented customer experience improvements to turn around falling customer base.

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Analysis of business updating customer handling skills as per process requirements, handling clients and the 3rd level of Escalations.

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Provided utmost professionalism and integrity in regards to customer service and leadership of team members.

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Developed trained, integrated associates for promotional advancement within the company.

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Performed management functions such as staffing, training and expanding business plans.

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Monitoring break schedules and work flow of the associates.

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Investigated and resolved customer’s issues and complaints regarding operational matters. Handled all queries and client feedback in a professional manner.

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Scheduled team members and management. Adjusted schedule on the fly to meet or exceed the targets.

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Handling process improvement calls emails and weekly status calls.

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Established strong relationships to gain support and effectively achieve results.

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Provided detailed feedback to team members pertaining to each project.

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Communicated with different teams and implemented the organization’s operational guidelines, standards and policies.

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Documented and prepared reports on management and information systems.

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Designed and coordinated training programs for employees in order to enhance work efficiency. Conducted workshops to improve the workforce and productivity of the firm.

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Taken a lot of initiatives with respect to grooming & guiding of new hires. Developed and presented advanced technical training sessions.

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Demonstrating and sharing knowledge and experience with the team and helped to resolve issues in minimal time.

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Plan, direct and co-ordinate the activities of the team members.

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Worked on different projects and ensured to deliver an error free job with the given timeline.

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Maintained cordial relations with other staffs and assisted them in resolving their issues.

PERSONAL DETAILS: Name

: Grace Balaji

Husband Name

: Balaji K

Date of Birth

: 23rd March 1991

Nationality

: Indian

Religion

: Christian

Sex

: Female

Marital Status

: Married

Languages Known

: English, Kannada, Hindi Tamil and Telugu.

Hobbies and interest

: Reading Books and listening to Music.

Current CTC

: 4,00,000 per annum

DECLARATION I do hereby declare that all the above particulars furnished by me are true to the best of my knowledge and belief.