Renuka Devi.Manga

�� Resume M. Renuka Devi Address : 1801 E Girard pl, #139 Email:- Englewood. Colorado-80113, Contact : - Objective: To work in a challenging environment and to prove analytical, communication and interpersonal skills. Experience Company Name: July 2003 June 2004 24/7 Customer Pvt. Ltd Employee Relational Officer ��Worked as a Hard Core out Bound Sales Representative for an American based Satellite Entertainment Company for 1yr, Selling Satellite Entertainment Connections for domestic purposes, for non-scripted a/c. ��Worked as a Sales Representative for selling Credit cards for an American Process for a month for B-C process which is scripted. ��Worked as a Sales Representative for selling Credit Protection Plan for existing customer for an American Banking process which was strictly scripted for 3 months. ��Worked as a Smart Card Replacement Representative for American based Satellite Entertainment Company for a month and half. ��Dialed for a UK based Insurance Company as a Sales Representative for collecting the insurance information of small business units in UK for future quotations for 2 months for a B-B Process. ��Dialed for Phone Line Connections as a Sales Representative for a UK Based Phone Line company Caudwell, for a B-C Process for 4 months. ��Took Calls as an In-Bound Sales Representative for American based satellite Entertainment Company for a month and half. ��Also Took calls as an In-Bound Billing Specialist for an American based satellite Entertainment company for 2 weeks June 2003 March 2004 24/7 Customer Pvt. Ltd Group Leader ��Handled a team of 7 members for Manual dialing campaign for an American based satellite Entertainment Company in the absence of TL. ��The work involved in managing this team, is to download the leads from a web link sent by the client at the beginning of the shift and distribute them to a group of 14 members into individual folders based on time zones. ��Repeating this process based on the number of leads that an agent can dial. ��Checking the pegausis area s for about 48 agents across the floor for 2 shifts on 2 different computers for qualifying a customer for sale. ��Constantly monitoring agents on daily basis on calls and grade them on A, B, C, and D scale. ��Take Escalation for any agent across the floor. ��Maintaining the Attendance for all the 14 agents on daily basis on AMS. ��Put the status for each and every lead and scrub the used ones from a list of- leads, file them and send them to the dialer management team for next day dialing at the end of the day. ��Manually dial as many leads as possible to get the target for the team till the end of the day. March 2005 September 2005 24/7 Customer Pvt. Ltd Team Leader ��Handled a team of 22 members for an American process for Satellite Entertainment Programming Company. ��The work involved in this process is to take Escalations for team members and resolve the issue when ever needed, by coordinating the information on a/c of customers, and speaking to other representatives in USA ��Managing the Team to achieve the target of Quality of 85% and above, and stats for team members for AHT, TT, Login hrs, and confirming appointment for installations for the client. ��Managing Attendance on AMS and maintaining leaves for agents ��Monitoring agents and giving them feedback on the calls monitored. ��Managing the team to deliver the required performance interims of above 80% Quality and 90% OCR. ��Involving in the decision making for bottom performers so as to send them for retraining and pulling them off the calling and making them listen to the top performers in order to improve their call efficiency. ��Managing the phone shrinkage for the team interims of AHT, Login Hrs, TT, ACW and other parameters as per the KRA s of the company for SLA. �� Checking the Refunds & Adjustments submitted by the agents and approving them for customers ��Preparing PPT s for WBR, MBR and QBR. ��Giving the Presentation on the team performance to the higher management and rolling out a plan of action for BQ s improvement. ��Doing Appraisals for agents on monthly, quarterly and annually, based on their performance. ��Coordinating with Workforce management, Facility, Finance, HR, and Administrative department to take care of the team from time to time for transport and other facilities for agent, and updating the agent regarding the existing and upcoming company policies. ��Moved to Back Office Process on 27/05/2007 for handling a team of 26 agents to audit the accounts for an American satellite company that deals with the payments related to service call taken up by the retailers. ��Back Office work involved taking up conference calls with clients directly to get training on process .and sending out mails to client on different aspects of the process and preparing MOM for the same. ��Sending out mails to clients requesting for the leads and after receiving the leads distributing same depending upon the manpower on the floor. ��Consolidating the files with the leads processed and sending it back to the clients and giving a confirmation to the client about the work done, which included the movement of the files to different folder. ��Preparing the snapshot of the work done and the work remaining from our end and reporting the same to client as well as the higher management directly. ��Manpower planning to complete tasks before the target date. ��Attendance management for 26 people in the team, KRA generation on weekly basis, and review of the same with all the agents of the team. ��Doing internal Quality on the leads processed and sending out report to higher management on the same. ��Conducting pre-shift and post-shift huddles for the team, and taking one on ones with all the team members once in a month and sending a report on the same to the management as and when required. Achievements: ��Top Seller for the month of October 2003. ��Awarded as Miss Energy for the month of June 2004 for handling 2 teams to achieve the sales target of the Organization ��Received Appreciation for Achieving 110% sales target for a Credit Protection Plan for an American Banking client. ��Best Team lead for the month of August 2005 in a work group of 5 Team leads interims of quality. ��Best Team lead for the month of February 2006 in a workgroup of 7 team leads. ��Best Team Lead for the month of April,2006 in a workgroup of 6 team leads. ��Best Team Lead for the month of May,2006 in a workgroup of 6 team leads. ��Best Team Lead for the month of October,2006 in a workgroup of 5 team leads. ��24/7 Achievers Award for giving the best start to a new process and handling over 26 agents at a time in Back Office process for an American Satellite Programing company. Education: ��MCA from Progressive College of P.G Studies. ��B.Com from Progressive Degree College. ��Intermediate from Shadan Jr. College. ��SSC from Holy Mary High School. Assets: ��Excellent communication skill (of handling off shore American and UK customers). ��Dedicated and Hard working. ��Enthusiastic to learn new aspects and ability to cope up with the changes. ��Typing lower ��Ms-Office (WORD, EXCEL, PPT) Personal Profile: Name : M. Renuka Devi Husband Name : M. Sandeep Kumar Date of Birth : 16th October 1977 Languages known : English, Hindi, and Telugu Marital Status : Married Hobbies : Watching Tennis, Dance and listening to music Place : Englewood (M. Renuka Devi) Date :