Benedict Daniel Francis

Benedict Daniel Francis B.B.A Bangalore –560036. India-- Profile I am an Innovative, adaptive, results-oriented professional with twelve years of hands-on experience in Customer Service & Technical Support. As a Team player I identify values, develop possible goal settings and develop strategies for my Team. Adept at developing long-term relations with customers and clients. Awarded the best "CSAT Agent” and by carrying "Peoples Manager" tag I am keen to continue my career in Operations Management. Areas of Expertise *Extensive hands-on experience in Customer Service *Skilled in Technical Troubleshooting *Specialized in Team Management *Process & Business Development *Expert in supervision and mentoring *Process Ownership *Effective Client & Customer relationships Career Summary Technical Support Executive/Business Consultant Digital Juice Animations Pvt. Ltd, India Oct 2007 – June 2012 A US based company founded in 1992 by David Hebel,is a leader in Royalty Free Professional Animations, Stock Footage, Music, Layered Graphics, Clip Art and Templates. Provided hassle free support to International Customers, Technical support via Phone, Email and Online Chat Initiated Flexible customer support so that customers will have a pleasant appeal to report their issues. My team was core reporting source for Testing Team, Juicer Team, Creative Team and editing Team. Maintained FTU, Service Level in hourly base. Managed all high priority escalations. Handled End of the Day Reports and project deliverables. Professional Achievements: Delegated as Technical Process Owner and expert in Transition (Oct 2007), Technical issues, Customer Service As a core reporting source for Testing Team, Juicer Team, Creative Team and editing Team we worked hand in hand to resolve Software bugs as reported by the end users from 2007 onwards. With the help of our MIS team initiated & Implemented Purchase Order System, Online GSC order system and Group Order System in 2008 Managed Technical & Software Testing Team, hence was appointed as Primary SPOC in 2008 Involved in resolving cross-functional issues at project level. Involved daily in Consulting/Analyzing Product & Software related issues with Production Team, Testing Team, Creative Team Sustained CSAT to the optimum Involved in Technical Training and mentoring. Created KB for Technical issues in the year 2008 which drastically improved & reduced AHT Senior Team Leader Aegis BPO Services Ltd. June 2006 - Oct 2007 Founded almost 30 years ago in the US, Aegis is a global business services and experience management company that helps global brands deliver improved consumer experiences .Aegis is wholly owned by the Essar Group, a USD 27 billion conglomerate. Aegis ranks among ‘Top Global BPO Leaders’ and ‘Global Customer Management Leaders’ Managed all issues related to VOIP Broadband Phone adapters, Linksys PAP2 VOIP Broadband adapter and VOIP Broadband Connections i.e. DSL, ADSL, PPPoe, Professional Achievements: Customer complaints were on the rise pointing agents response as a " robotic response". Hence personally initiated a brainstorming training session and mentored agents to communicate efficiently thereby reducing the usage of pre-defined answers. As a result customers acceptance was through numerous accolades on daily basis in 2006 Initiated Corporate Director to sign Accolades and posted the same on notice board to offer motivation for the rest of the team from 2006 onwards Devised an action plan to improvise the CSAT and RESOLUTION scores and achieved the same in 2006 As a process owner implemented Auto-Pilot mode for the project by 2007 July Received Client Certificate for best Trouble Ticket management team in 2007 Main player in curbing the Statistics according to the Programs Requirements Managed and maintained all 24 Program Service Levels Core program decision maker for Technical issues As a senior Team Leader managed Service level, EOD Reports, billing clients Organized and managed a team of Subject Matter Expert (SME) and improved team performance in 2007 Previous Career History Team Leader - MicroLand LtdJuly 2004- May 2006 Technical Support Executive - 24/7 Customer.Com Mar 2003- June 2004 Education and Qualifications Bachelor in Business Administration B.B.A - 2011 Madras University, Chennai Benedict Daniel Francis BBA ▼ Bangalore–560036 ▼- ▼-