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Saurabh Bansal

18/67, Street No. 3,

East Moti Bagh,

Sarai Rohilla

Delhi – 110007                                                 

Mobile# 09999677758

Email:saurabhb36@gmail.com

CAREER OBJECTIVE

To continuously adapt the fast changing conditions & work in a competitive environment which provides an opportunity to excel and grow.

WORK EXPERIENCE:

Organization: American Express India Pvt. Ltd. Gurgaon (October 2011 – Till Date).

Business Process:  Email Servicing (US)

Role: Sr. Customer Care Professional

Responsibilities:

·         Meeting Cardmembers’ requirements through first contact resolution.

·         Researching Cardmembers’ Card accounts through various tools and providing resolution to them  via emails.

·         Confirm Cardmembers’ understanding of the solution and provide additional information as needed.

·         Preparing complete and accurate work and update Cardmember file.

·         Regular follow ups with different departments of American Express if needed.

Organization: Gold Leaf Consultants – Placement firm for Market Research & BPOs (Jan. 2009 – September 2011)

Role: Sr. Recruiter

Responsibilities:

·         Interacting with the clients for regular updates.

·         Scanning appropriate profiles to match the requirement given by the clients through job portals.

·         Taking references from employees along with our own database.

·         Handling the initial round of interview of the candidates.

·         Maintenance of proper record of the candidates and tracking them in our database.

·         Keeping account for the lined up and selected candidates.

·         Coordinating with the HR department and taking feedback.

·         Preparation of MIS report.

Organization: Convergys India Services Pvt. Ltd. Gurgaon (December 2005 – December 2008).

Business Process:  Orange U.K.

Role: Mission Control Officer (Response Coordinator) (August 2007 – December 2008).

Responsibilities:

Scheduling:Create schedules in alignment to Line requirement, time effective scheduling process and to address concerns like addition/deletion to headcount in short notice.

Line Adherence: Effective RTD (Real time display) & WFM (Genesys) management to meet Line requirement targets for all LOB’s (Lines of business), promote schedule and break adherence

Client Interaction: Daily interaction with the client so that we are updated on each and every new updates for the process. Maintaining the Service Level and keeping a deep check on the AHT of the program.

Managing Agents Activities: Monitoring the real time agent activities such as After Call Work, Call on Hold, Aux – Talk, Out Talk & etc. 

Fault escalation: Reduce the escalation time, identify issues impacting program performance and highlight them to clients (the bridge), with the help of all the support functions (Network services, local technology, corporate helpdesk, voice steam, incident management team).

Ids : Creation and escalation on Ids related issue for the new hires and deletions of ids for the leavers.

Previous Role:  Customer Care Officer [December 2005 – July 2007]

Responsibilities

·         Meeting customer requirements through first contact resolution.

·         Confirm customer understanding of the solution and provide additional customer education as needed.

·         Preparing complete and accurate work and update customer file.

·         Listening attentively to customer needs and concerns; demonstrate empathy.

EDUCATIONAL QUALIFICATION

Year 2011                     :           MBA (Operations Mgmt.) from Amity University 

 Year 2006                    :           B.Com (Pass) from Delhi University 

 Year 2002                    :           Senior Secondary from C.B.S.E. 

 Year 2000                    :           Higher Secondary from C.B.S.E.

COMPUTER LITERACY

 Knowledge of Ms-Office (Word, Excel, Power point) and Internet 

PERSONAL DETAILS

Fathers Name              :   Lt. Mr. K. R. Bansal

Date of Birth                 :   December 23, 1983
Marital Status              :   Single.
Languages Know          :   English & Hindi

Saurabh Bansal        

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