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BPO Resume Samples For Freshers

Anna
Cell No : 020XXXXXX
E-mail: anXXXXXXXX@gmail.com

Career Objective

  • A hard working, enthusiastic and energetic professional with 8+years of experience in BPO industry in different domains like Operations, Process Improvement, Client Relationship Management and Customer Service.
  • Aggressively instrumental in reaching out to customer needs and satisfaction; exhibiting self administrative and Customer Care skills for self development and hence expediting and resonating organizational Growth.

Career Summary

  • 8+ years experience in ITES/BPO/ KPO organizations.
  • Exceptional abilities in project design and management with the organizational and supervisory skills to assure success.
  • Success in meeting new technical challenges and finding solutions to meet the need of the client/customers
  • Comfortable working with DB2 mainframe database setup, writing SQL queries and GUI testing.
  • Understanding of hypothesis tests like 1 sample T Test, 2 Sample T Test, 1 Way ANOVA, GLM, Regression etc.

Personal Qualities

  • Delegates and monitors work to meet and beat deadlines.
  • Unmatchable communication skills in written and verbal both.
  • Works well in both team environments and individual assignments.
  • Dedicated, hard working and proven ability to plan, organize the projects in both small and larger groups.

Key Responsibilities Handled

  • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize overall customer experiences.
  • Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client.
  • Creating & implementing workflows to facilitate structured support in all areas and issues.
  • Ensuring the KPIs are exceeding the agreed SLAs and process fairs above client expectations.
  • Handling external client complaints, coordinating for root cause analysis and preparing CAPA.
  • Organizing MIS of customer complaint and presenting in monthly Quality Review.
  • Strong and regular interaction based on results with the clients in Weekly Tele-Conference calls .
  • Handling client and customer escalations on phone and e-mails.
  • Attending weekly / monthly / quarterly and yearly business reviews.

Project Details

Project “Y”: Improving Call Quality
AIM: To improve the call quality scores along with applying current CTQ’s
Duration: 6+ months
Status: Closed
Methodology: DMAIC

Achievements

  • Completed Seven Habits of Highly Effective People in October 2011.
  • Benefits Mastermind Award in November 2011.
  • Champions Award June 2010.
  • Enthusiastic Client Certificate 2010.
  • Premier Team award for 3rd Quarter of 2008.

Employer

  • Working as process associate in XXX Solutions from July 2007 – PRESENT.

Academia

  • Certified Six Sigma Black Belt.
  • PGDBA (Operations) from YUI Distance Learning.
  • BA (Hons.) Mathematics
  • Diploma in Web Designing
  • 12th CBSE Board

Extra Curricular Activities

  • Reading, Music, Played Guitar for college music meets & music society.
  • Formed & play guitar for a Hard Rock Band.
  • Play lead guitar for Classic Rock band.
  • Conduct guitar workshops for young budding guitar players.

Personal Details

  • Date of Birth: 11/11/1988
  • Languages Known: English, Spanish and German.
  • Address: XXXXX