Sushil Singh2
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Sushil Singh Mobile No: +91 9594066142 Hemavati A/13, New Mandala, BARC Colony, Mumabi-400094. Email Id: [email protected] DOB: 10/11/1983.
Career Objective To work in a professional environment with opportunities to learn and assimilate the required knowledge to excel in the field of management.
Work Experience Total Experience: More than 4 years 3 Months Employed as Teacher in Vivekananda Sankul at Sanpada Job Responsibilities: • •
• •
Teaching English and Social Studies for 5th, 6th & 7th std.(State Board) Football and Cricket Coach for under 17 School team Teaching English and Social Studies for 9th and 10th C.B.S.E Board at Achiever’s Academy and Kola classes. Member of co-curricular committee.
Worked as Team Leader for the process ICICI Prudential, CSAT and Audit for PAN INDIA and Quality Team Leader for Reliance Life Insurance. Job Responsibilities: • • • • • • •
• • • • • • • •
Handling a team of 14 QA’s of IPRU and 2 QA’s RELIANCE LIFE INSURANCE. Conducting Product Training for the new joining based on the training module provided by client (IPRU). Handling PAN INDIA telesales process where leads, sales and verification calls are audited by team (IPRU). Ensuring that the set target is achieved within the time allotted adhering to the policies of the process. Marking Leads and urgent appointments as per the client’s request. Ensuring there is increase in productivity and quality of different centre. Maintaining the floor discipline and ensuring that the team also functions with in the same. Ensuring Weekly Quality Audits and timely briefings are conducted. Conducting CALIBRATION with the entire centre’s across the country being an SME. Ensuring the Monthly Billing for the process is 100% Co-ordinating with Area Managers for Urgent Appointments. Conducting Product Knowledge Tests as well as designing Tests on Quality Parameters. Preparing different reports on FSC Audit Analysis for PAN INDIA. Feedback shared with all the centre’s based on defect analysis and parato. Helping MIS for the collation of data and making reports.
•
Interacting with Client on Weekly and Monthly basis.
Learning’s from Work Life: • •
• • •
Corporate Culture. Awareness of Employees Rights. Handling different kind of people and group of people. Discipline and team Work Working under time pressure and corresponding high targets.
Promoted as Senior Quality Executive with SPARSH BPO Services Ltd (An Intelenet Company)
Job Responsibilities: • • •
• •
• • • • •
Conducting Mock Calls and spot calls for the under performers. Conducting Tape Review Session for the process improvement. Process Improvement Analysis – A study on the process with respect to quality scores, fatal and failed calls. Conducting “Quality Induction” for the new agents. Keeping track of compliance, this relates to cross check whether a lead was genuine. Maintaining different reports of the agents like MTD, Quality Tracker, Compliance Log, Productivity Report etc. Handled ICICI prudential life Insurance and their sub insurance policies like crises cover, hospital care and Telesales. Currently Handling the Reliance Life Insurance’s lead generation, Well-Come calling and online sub process of Reliance Life Insurance. Prepared the Evaluation Sheet Parameter for the Process along with Do’s and Don’t Conduct’s Refresher training for the bottom quota Agents.
Selected as Quality Executive in SPARSH BPO Services Ltd. (An Intelenet Company)
Job Responsibilities: • • •
Monitoring calls , giving feedback and coaching the agents Maintaining Daily Quality Report Conducting Team Briefing and Tape Review’s
Was Employed as Customer Service Executive with Reliance Info Streams Pvt. Ltd. (BPO) from 8th October 2005 to 9th January 2007.
Job Responsibilities: • • • • • •
Solving Billing Issues Providing Account related information Troubleshooting Handset Issue and Regisrating Network related Issues Providing information related to handsets, vouchers and promotional events. Handling the Escalated calls from the team member. Auditing the calls of team member on behalf of Team Leader
Educational Qualifications Degree B.Sc (Industrial Chemistry)
Institution V.E.S. College of Arts, Science and Commerce
University/Board
Year
Class
Mumbai
2005
2nd Class
H.S.C.
Atomic Energy Junior College
Maharashtra State
2001
2nd Class
S.S.C.
Atomic Energy Central School
CBSE
1999
1st Class
Achievements •
Got promoted to senior quality level within 1 year and then to Quality cum Operation Team
•
Won the cricket tournament in college Co-ordinator for chemistry department in co-curicular activities. Selected for the cricket team at university level Won the Quiz Contest at sparsh India pvt limited (108 teams participated). Successfully cleared UPSC-CDS exam and the 2 levels of the selection in Allahabad.
leader •
• • •
Extra Curricular Activities • •
Successfully cleared 2 year term in N.C.C Attended 2 Annual Training camps in Vejreshwari and 1 national integration camp in Nagpur
Hobbies • •
Playing Cricket and Soccer Watching television
Regards, Sushil Singh
Career Objective To work in a professional environment with opportunities to learn and assimilate the required knowledge to excel in the field of management.
Work Experience Total Experience: More than 4 years 3 Months Employed as Teacher in Vivekananda Sankul at Sanpada Job Responsibilities: • •
• •
Teaching English and Social Studies for 5th, 6th & 7th std.(State Board) Football and Cricket Coach for under 17 School team Teaching English and Social Studies for 9th and 10th C.B.S.E Board at Achiever’s Academy and Kola classes. Member of co-curricular committee.
Worked as Team Leader for the process ICICI Prudential, CSAT and Audit for PAN INDIA and Quality Team Leader for Reliance Life Insurance. Job Responsibilities: • • • • • • •
• • • • • • • •
Handling a team of 14 QA’s of IPRU and 2 QA’s RELIANCE LIFE INSURANCE. Conducting Product Training for the new joining based on the training module provided by client (IPRU). Handling PAN INDIA telesales process where leads, sales and verification calls are audited by team (IPRU). Ensuring that the set target is achieved within the time allotted adhering to the policies of the process. Marking Leads and urgent appointments as per the client’s request. Ensuring there is increase in productivity and quality of different centre. Maintaining the floor discipline and ensuring that the team also functions with in the same. Ensuring Weekly Quality Audits and timely briefings are conducted. Conducting CALIBRATION with the entire centre’s across the country being an SME. Ensuring the Monthly Billing for the process is 100% Co-ordinating with Area Managers for Urgent Appointments. Conducting Product Knowledge Tests as well as designing Tests on Quality Parameters. Preparing different reports on FSC Audit Analysis for PAN INDIA. Feedback shared with all the centre’s based on defect analysis and parato. Helping MIS for the collation of data and making reports.
•
Interacting with Client on Weekly and Monthly basis.
Learning’s from Work Life: • •
• • •
Corporate Culture. Awareness of Employees Rights. Handling different kind of people and group of people. Discipline and team Work Working under time pressure and corresponding high targets.
Promoted as Senior Quality Executive with SPARSH BPO Services Ltd (An Intelenet Company)
Job Responsibilities: • • •
• •
• • • • •
Conducting Mock Calls and spot calls for the under performers. Conducting Tape Review Session for the process improvement. Process Improvement Analysis – A study on the process with respect to quality scores, fatal and failed calls. Conducting “Quality Induction” for the new agents. Keeping track of compliance, this relates to cross check whether a lead was genuine. Maintaining different reports of the agents like MTD, Quality Tracker, Compliance Log, Productivity Report etc. Handled ICICI prudential life Insurance and their sub insurance policies like crises cover, hospital care and Telesales. Currently Handling the Reliance Life Insurance’s lead generation, Well-Come calling and online sub process of Reliance Life Insurance. Prepared the Evaluation Sheet Parameter for the Process along with Do’s and Don’t Conduct’s Refresher training for the bottom quota Agents.
Selected as Quality Executive in SPARSH BPO Services Ltd. (An Intelenet Company)
Job Responsibilities: • • •
Monitoring calls , giving feedback and coaching the agents Maintaining Daily Quality Report Conducting Team Briefing and Tape Review’s
Was Employed as Customer Service Executive with Reliance Info Streams Pvt. Ltd. (BPO) from 8th October 2005 to 9th January 2007.
Job Responsibilities: • • • • • •
Solving Billing Issues Providing Account related information Troubleshooting Handset Issue and Regisrating Network related Issues Providing information related to handsets, vouchers and promotional events. Handling the Escalated calls from the team member. Auditing the calls of team member on behalf of Team Leader
Educational Qualifications Degree B.Sc (Industrial Chemistry)
Institution V.E.S. College of Arts, Science and Commerce
University/Board
Year
Class
Mumbai
2005
2nd Class
H.S.C.
Atomic Energy Junior College
Maharashtra State
2001
2nd Class
S.S.C.
Atomic Energy Central School
CBSE
1999
1st Class
Achievements •
Got promoted to senior quality level within 1 year and then to Quality cum Operation Team
•
Won the cricket tournament in college Co-ordinator for chemistry department in co-curicular activities. Selected for the cricket team at university level Won the Quiz Contest at sparsh India pvt limited (108 teams participated). Successfully cleared UPSC-CDS exam and the 2 levels of the selection in Allahabad.
leader •
• • •
Extra Curricular Activities • •
Successfully cleared 2 year term in N.C.C Attended 2 Annual Training camps in Vejreshwari and 1 national integration camp in Nagpur
Hobbies • •
Playing Cricket and Soccer Watching television
Regards, Sushil Singh
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