| Personal information | ||||||||||||||
| Surname(s) / First name(s) | Kramguda, Nana | |||||||||||||
| Address(es) | #10, M.G. RoadBangalore560 001 India | |||||||||||||
| Telephone(s) | +55 000 0000 00 | Mobile: | +55 000 0000 00 | |||||||||||
| Fax(es) | +55 000 0000 00 | |||||||||||||
| E-mail(s) | ||||||||||||||
| Nationality(-ies) | Indian | |||||||||||||
| Date of birth | March 5, 1977 | |||||||||||||
| Gender | Female | |||||||||||||
| Desired employment / Occupational field | Customer Service Representative | |||||||||||||
| Work experience | ||||||||||||||
| Dates | January 2005 - present | |||||||||||||
| Occupation or position held | Customer Service Shift Manager | |||||||||||||
| Main activities and responsibilities | As a Shift Manager I am responsible for CSR production and activities and also for scheduling of all second shift associates. Part of my duties include fielding customer inquiries, concerns, and service issues. Other duties include 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; and to 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. | |||||||||||||
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| 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 | |||||||||||||
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| Dates | July 1999 - January 2005 | |||||||||||||
| Occupation or position held | Customer Service Representative | |||||||||||||
| Main activities and responsibilities | As a CSR at C.E.B. Cable Communications I was responsible for all inbound phone calls and e-mails and escalated customer issues to a higher-level Customer Support staff member when necessary. I developed an 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 as well as conducted telephone calls to customers to rate the quality of the resolution of their service issues. | |||||||||||||
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| 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. | |||||||||||||
| Name and type of organisation providing education and training | New Delhi University - College of Business Management | |||||||||||||
| Master's Thesis | Human Resource Implementation Strategies | |||||||||||||
| 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 | |||||||||||||
| Internships | One year internship with accreditation at C.E.B. Cable Communications. | |||||||||||||
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| Personal skills and competences | ||||||||||||||
| Mother tongue(s) | Urdu | |||||||||||||
| Other language(s) | ||||||||||||||
| Self-assessment | Understanding | Speaking | Writing | |||||||||||
| European level | Listening | Reading | Spoken interaction | Spoken production | ||||||||||
| English | C2 | Proficient User | C2 | Proficient User | C2 | Proficient User | C2 | Proficient User | C2 | Proficient User | ||||
| Social skills and competences | Providing excellent customer service that makes customers always feel welcome, important, and appreciated is an accomplishment I strive for by 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 are among my many skills. | |||||||||||||
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| Organisational skills and competences | My ability to organize and prioritize a variety of tasks/projects as well as my ability to work within strict time frames and resolute deadlines has won me constant acclaim. Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken allows me to track my success and progress. | |||||||||||||
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| Technical skills and competences | ||||||||||||||
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| 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. | |||||||||||||
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| Artistic skills and competences | Pottery and sculpture | |||||||||||||
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| 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. | |||||||||||||
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| Driving licence(s) | Groups A, B, and D1 | |||||||||||||
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| Additional information | References available upon request. | |||||||||||||
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