Product and Process Training

                               I designed the Intranet site with the help of web page designing software and recorded video’s to guide our Customer Service Associate through Product and Process knowledge. Now our Phone Banking officers get all product related information at one place. This Intranet site is shared through ftp on all PC’s on the network.

                          This audio video’s are made as per training perspective. CSA can also go through this audio video in their idle time as they are shared on our network PC and folder shortcut is saved on every system. Now our CSA can get refresher training whenever they need and can view as per their convenience. Also introduced online examination software.

C.V

          KOMAL K THAKKAR                                                                                     Mobile: 9869424525

          komal2120@hotmail.com                                http://www.linkedin.com/pub/komal-k-thakkar/3/770/46                           

           OBJECTIVE:

               Seeking a position to utilize my skills and abilities that offers professional growth while being resourceful, innovative and flexible.

           WORK EXPERIENCE:

1.        IDBI INTECH Ltd.                                                               

                  Working as a QUALITY ANALYST from March 2011 till date

                  

           Job Profile:

1.         Identifying problem issues in Phone Banking Officers call recordings and properly     escalate the issue to Senior Management.

2.         Ensuring the highest level of customer and client satisfaction.

3.         Providing management with timely reports documenting observations during process and Client reviews that identify trends or opportunities for improvement with recommendations.

4.         Creating and sustaining an environment that creates a free flow of information and ideas in a clear, direct and concise manner.

5.         Identifying areas of improvement and give constructive, direct feedback to Phone Banking Officers concerning fatal and non fatal errors.

6.         To work under time constraints and meet deadlines.

7.         To maintain confidentiality.

8.         Evaluating data in order to determine if services provided by the Phone Banking Officer to the Customer are meeting quality standards.

9.         Putting the results of the analysis in reports (Dashboard, Operational Tracker, Master File, Daily Update) and responsible for presenting findings to upper management.

10.     I Trained, Mentored and Improved 40 Phone Banking Officers and Achieved 95% average process score, Implemented procedures to improve productivity and quality.

.           AKSHAR INVESTMENT SERVICES

                    As a Marketing Executive from June 2008 to Feb 2011

               MANGALAM PLACEMENT PVT. LTD.:

                             As a HR - RECRUITMENT CONSULTANT from Mar 2007 to May 2008

               COMPUTER SKILLS:

1.      DTP (CorelDraw, PageMaker) and Tally 9

2.      MS-CIT 66% Ms-Office (Ms-Excel, Ms-Word, PPT) Internet

                EDUCATIONAL QUALIFICATION:

1.      Post Graduation Diploma In Business Management with A Grade.

2.      B.com from (Mumbai University) Pillai's College Panvel with Ist Class.

3.      H.S.C from Maharashtra state Board of Secondary and Higher secondary Education,      Pune Board.

4.      S.S.C from Maharashtra state Board of Secondary and Higher secondary Education,      Pune Board.

             PERSONAL DETAILS:

·         DOB: 26th April 1985

·         Sex: Female

·         Marital Status: Unmarried

·         Religion Caste: Hindu Gujarati

·         Permanent:  Sec-29

                     Address      Near to Belapur Station

                Belapur(E) Navi Mumbai.

·         Contact number: 9869424525 / 9768765596

·         Language Known: English, Hindi, Marathi

·         Hobbies: Music: Internet, Traveling.

·         Strengths: Sincere, Dedicated, Quick Learner, Punctual