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PROFILE :- Professional and dedicated individual with six year experience  in Telecommunication industry ,Skilled in customer service and back-end processing, Specialized in Email and voice support

PROFESSIONAL SUMMARY:-

2021– Till Date:- Appen

Working as Freelance part time consultant in Search Engine Evaluation and data collection associated with Artificial intelligence projects in Appen.

2010-2013:- HOT COURSES INDIA LTD:- 

Senior Data Analyst

Responsibilities-

• To surf through International Universities and colleges websites and collect information regarding the courses they offer.
• To provide information regarding their contact numbers, email addresses and websites.
• To provide correct information to the students for the streams they can choose and the eligibility criteria.
• To provide information regarding the fee details etc.
• To provide & update the information up to date on a yearly basis.
• Preparing reports regarding targets and doing quality checks as an additional responsibility.

2007-2009- WIPRO BPO:-

Senior Associate

• To deal with the ticket raised on One Siebel for activity 706 which is a part of Fault Management System.
• Check with the latest update on the fault progression through the  back end systems like CAMS,CSS, launch pad etc and update it in the activity tracker in simple English text
• Chase with the appropriate queue control via email or phone call and provide the latest update     on the fault.
• Deal with escalations raised on the trouble ticket.
• Handling escalation calls from front office and follow up on the status with the concerned team.
• Providing update to customer regarding the fault status through email and SMS.

2003-2007:-RELIANCE BPO LTD:-

Customer Interaction Executive.

• Handling customer service in the VIP Help Desk
• Handling escalation calls related to billing.
• Performing service reconnection, specialization international roaming.
• Escalating customer issues and requests to back office for processing.

Customer Response Executive.

• Handling front office calls related to various segments like prepaid, postpaid.
• Understanding the customer’s requests and problems and escalating the customers issue to concerned team or back office for resolution.

EDUCATIONAL QUALIFICATIONS:

• 2002-2004-Msc-Information Technology, Allagappa University, Karaikudi, Tamil Nadu.
• 1999-2002-Bsc-Computer Science, Bharathidasan University, Trichy, Tamil Nadu.
• 1998-1999-HSC, Maharashtra State Board, Mumbai.
• 1997-1998-SSC, Maharashtra State Board, Mumbai.

SKILLS:-

• Certificate program in Oracle with D2K, C, C++ , Unix, Visual Basic with MS-Access and SQL.
• Pro-efficient in Word, Excel and Power Point.

ACHIEVEMENT:-

• 2009:-Award for consistent performance
• 2006:-Non Fatal Year Award for Quality

PROJECTS:-

• Project in Material Management System in DSM Autos Private Ltd, with Oracle as Back-end and 02K as front end.
• Project Library Management System with Visual Basic as front end and MS-Office as back end.