Customer Support Executive (Operations) 6+ yrs experience

1. RONAK VIJAY SHAH
Address: A-15, New Vasant Villa CHS
Amrut Nagar,
GHATKOPAR [West]
MUMBAI:-400086
DOB: 06th October 1986
Contact no: 9699392336 // 9768168936
Email id: [email protected]

Objective
To be a part of organization where the management structure recognizes and rewards loyalty, honesty,
hardwork and ambition of an employee by providing growth opportunities that could contribute to the
success of the company.
LANGUAGES KNOWN: ENGLISH, HINDI, MARATHI & GUJARATI
EDUCATION:
QUALIFICATION YEAR COLLEGE/UNIVERSITY
B.COM 2008
S.K.SOMAIYA (MUMBAI
UNIVERSITY)
H.S.C 2004
GURUKUL COLLEGE (MUMBAI
UNIV.)
S.S.C 2002
LITTLE FLOWER ENGLISH HIGH
SCHOOL (MUMBAI UNIVERSITY)

Job Profile


1) TATA AIA Life Insurance co. LTD
Joining Date: - 03
rd
Nov’14 (Currently working)
Process: - Operations Customer Service
Post: - Executive
Salary: - Rs 22500/- pm

Job Description:-
 Executive for Customer Support Helpdesk
 Handling Customers & Stakeholders Queries & Request received through Contact
center/Walk-in.
 Preparation of Daily, Weekly & Monthly department MIS.
 Preparation of Individual & Team productivity along with SLA achieved on weekly basis.
 Involved proactively in multiple process for assistance.
 Handling Escalated Cases through Emails or Calls for Call-center.
 Assisted Senior Manager by providing various data with analysis & enhancements.
 Had been recognized with “Star Performer Award” for 6 times.

2. 2) TATA AIG General Insurance Co. LTD
Joining Date: - 20
th
Oct’10 – 29
th
July’14
Process: - Sponsor & Customer Support Helpdesk
Post: - Executive
Salary: - Rs 17774/- pm
Experience: - 3 yrs & 9 months

Job Description:-
 Executive for Sponsor & Customer Support Helpdesk
 Handled Customers & Stakeholders Queries, Request & Complaints.
 Closure of Queries, Request & Complaints within the defined Turnaround Time (TAT).
 Prepared Weekly & Monthly MIS.
 Maintained process SLA month on month.
 Proactively involved in multiple process for assistance.
 Coordinated with Functional Departments/Agents for resolution.
 Handled Escalated Cases through Emails or Calls
 Assisted Manager by preparing Agents Roster & Performance MIS.
 Trained new executives with regards to Job Profile/Product.

3) Sky park Computerized Accounting Ltd.
Joining Date: - 11
th
Jan’10 to 15
th
Oct’10
Process: - Computerized Accounting
Post: - Team Leader
Salary: - Rs 10000/-pm in hand
Experience: - 10 months

Job Description: -
 Team Leader for Tally operator.
 Supervised trainee for assistance or query.
 Handled Client database for Transaction Entry & Deletion.
 Conducted refresher training for better development of Candidates.
 Handled and Resolved Clients Query, Request or Complaint within stipulated tat.
 Recruited new employees by giving understanding of Job profile and process work.
 Conducted training for new candidates which gave them brief idea regards to their job
profile and about the clients.

4) Sparsh BPO Services LTD.

Joining Date: - 06
th
Mar’09 - 31
st
Oct’09
Process: - Aircel
Post: - Customer Service Officer and Real Time Monitoring
Salary: - Rs 5604/-pm in hand
Experience: - 7 months.

3. Job Description:-
 Customer Service Officer for Customer Service Inbound (Calling Process).
 Handled customer Queries, Request & Complaints through calls.
 Attended and handled Customer Escalation calls.
 Briefed about new updates to CSO by handling team meetings.
 Monitored break timing, Logging timings & Service level agreement (SLA).
 Trained CSO (Fresher & Experienced) for Telecom Internet Process (GPRS).
 Acknowledged for achieving with low manpower.

EXTRA INFO:
Certified IRDA Examination in year 2008 while working with TATA AIG LIFE INSURANCE. IN SPARSH BPO
SERVICES LTD
Certified for Computer Awareness and Applications Programs from Girdharilal Jivanlal Gurukul Computer
Centre.
DATE: -
PLACE: - MUMBAI RONAK VIJAY SHAH