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    Manjula Kumari.

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    Sanjay Kaithwas
    Manjula Kumari is seeking a challenging position where she can utilize her skills and experience. She has over 9 years of experience in call centers, marketing, and business management. She is highly motivated with strong leadership, communication, and problem-solving skills. Her resume is enclosed and she welcomes the opportunity to interview for any vacancies.

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    Manjula Kumari.

    Uploaded by

    Sanjay Kaithwas
    87 views5 pages
    Manjula Kumari is seeking a challenging position where she can utilize her skills and experience. She has over 9 years of experience in call centers, marketing, and business management. She is highly motivated with strong leadership, communication, and problem-solving skills. Her resume is enclosed and she welcomes the opportunity to interview for any vacancies.

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    Manjula_Kumari.

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    Manjula Kumari is seeking a challenging position where she can utilize her skills and experience. She has over 9 years of experience in call centers, marketing, and business management. She is highly motivated with strong leadership, communication, and problem-solving skills. Her resume is enclosed and she welcomes the opportunity to interview for any vacancies.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    87 views5 pages

    Manjula Kumari.

    Uploaded by

    Sanjay Kaithwas
    Manjula Kumari is seeking a challenging position where she can utilize her skills and experience. She has over 9 years of experience in call centers, marketing, and business management. She is highly motivated with strong leadership, communication, and problem-solving skills. Her resume is enclosed and she welcomes the opportunity to interview for any vacancies.

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    Dear Sir/Madam,

    I am in search of a challenging position where my


    skills and experience can be utilized in the development
    and growth of an organization.

    I am a highly motivated individual with excellent people and


    leadership skills, high business ethics, good management
    and business acumen, and a verifiable track record of good
    academic career, which also needs for a successful business
    achievement. I am also willing to work long and arduous
    hours to accomplish the desire results.
    I would appreciate your time in reviewing my enclosed
    resume and I would welcome an opportunity to meet it with
    you for a personal interview.

    I would be grateful if you would contact me if you have any


    vacancies in your company or keep my information on file in
    case of future openings.

    With Warm

    Thanks & Regards,


    Manjula Kumari
    Curriculum Vitae
    Manjula Kumari Contact No. 07324220577 and 9827008497 and
    9202601403
    E.Mail-manjula_k97@rediffmail.com &
    E.Mail-minisalm8101@gmail.com
    --------------------------------------------------------------------------------------------------------------
    Objective: To utilize my Qualities & Skills for optimizing my Caliber for the
    organization growth.

    Total Experience: 09 Years 2 Months.


    Total Call Centre Experience: 07 Years 2 Months
    Last CTC : 3 Lacs 45 Thousand

    Experiences & Nature of work:

    1) A). Organization: Bharti AXA Life Insurance Co. Ltd. (DSF & Banc
    assurance, Mumbai.)

    Duration : February 2008 to May 2010


    Designation: Tele Marketing Manager

    Nature of Work:

    To coordinate with the Citi Financial and Call Centre.

    • Handling lead generation process across west zone from Telemarketing


    Agencies.
    • Handling Billing of Call Centre and Vendor payment.
    • Maximizing overall performance of the team and Achieving team goals by
    systematic use of process
    • Makes decisions, handles variety of problems that arise on daily basis, create
    choice and alternative courses of actions
    • Took necessary developmental strategies and promotional strategies with
    planned meetings
    • Periodically checking to see if ideas are technically feasible
    • Performing as an active learner and problem solver.
    • Taking the training and solve the queries of Financial Advisors.
    • To Manage & supervise the team of 90 agents, 5 TL’s, 5 Verifiers and 2 Quality
    executives, 1 MIS person & 1 Associate Manager to generate lead for selling
    policies over Phone.
    • Once in a week giving and taking the feedback from Financial Advisors regarding
    the productivity of business and as per the requirement improve the quality
    business.
    • Solving Customers Query & Complaint
    • To prepare Daily & Weekly Reports for HO.
    • Generate Monthly Audit Report for HO
    B). Organization: Bharti AXA Life Insurance Co. Ltd. (DSF & Campaign
    Management, Indore.)

    Designation: Area Campaign Co-coordinator

    Nature of Work:
    To Manage Call Centre for Lead Generation.

    • To Manage & supervise the team of 80 Agents, 5 TL’s, 5 Verifiers, 2 Quality


    executives & 1 Associate Manager to generate lead for selling policies over
    Phone.
    • Once in a week taking the meeting of Financial Advisors and discuss their
    problems and try to give the better solutions.
    • Solving Customers Query & Complaint
    • To prepare Daily & Weekly Reports for HO.
    • Generate Monthly Audit Report for HO

    2) Organization: Reliance Telecom Limited, Indore.

    Designation: Team Leader


    Duration: April 2004 to Feb 2008

    Nature of Work:

    Job Profile in MIS Dept.:

    • Preparing Files for Messages Uploading & Upload the same for Broadcasting.
    • Sorting of numbers as per DND request. Removing that numbers from main SMS
    uploading files & calling data.
    • To create Daily Activity & Weekly Report for the whole customer care which
    consist of Revenue generation through Value added services ,Recharges etc.,&
    churn percentage of prepaid & postpaid both which have to be collected from
    concern department & compile in one report
    • Daily Data uploading of First Call, Grace ,Recharge etc & to prepare report for
    the same
    • Preparation of CLM(Customer life cycle module) by merging of required data’s
    • Analysis of First call, & other value added services

    First in Inbound

    • Achieved Daily AHT, Productivity, Quality & C-Sat targets as defined by the
    organization
    • Monitored & Maintained Abandoned rate & service level by doing Q-monitoring
    & floor walking
    • Handling escalated customer complaint & ensuring the satisfaction to the
    customer.
    • Motivating the team to extract the best performance.
    • Mentoring the Team members for the next level by delegating initiative.
    • Coaching the performance outer by providing effective feedback on a daily basis.
    • Taken daily team briefing & discuss daily updates to ensure proper resolution
    • Contributing towards team and individual targets.
    • Highest Quality score with zero critical error consistently.
    • Conducting training to the inductees on various products.
    • Based on the performance review, been assigned with additional responsibility of
    handling escalation calls from the customer for end results with regular follow
    up.
    • Regular coordination with team members for inputs & suggestions with action
    plan.
    • Proper planning and various tips given to the team for improving quality score.
    • Promotional training for priority products through cross sell campaign across
    service and sales team.
    • To manage the out-bound and in-bound call center team.
    • To help team members in resolving Customers Query & Complaint
    • To prepare MIS Report Daily.

    Then shifted to outbound Department

    • Conducting prepaid, postpaid & retailer help desk training from time to
    time.
    • Making the rooster for the entire outbound.
    • Distribution of different types of calls accordingly.
    • Preparing Daily Report of Calls of each category & Forwarding to concern
    department.
    • Controlling attrition by showing the growth path & spending quality time
    outside the operation floor.
    • Controlling Absenteeism & scheduled adherence on a day to day basis.
    • Also Deal with Outsource BPO (Effort marketing) :Responsible to provide
    data for calling & other information’s.& at the EOD getting the reports for
    the same
    • Maintain calling along with quality parameters.
    • Result orientated calls done from both CC (In-house & outsource).
    • Achieved given Target of connectivity as per calling.

    Special Initiative:

    • Generating Weekly agent score card for the entire outbound team.
    • Conducting prepaid & postpaid training from time to time.
    • Also check the authenticity of leads that are generated by CSR’s

    Achievements

    • Got appreciation from local Clients for good team handling as good
    revenue generated by them.
    • Got appreciation Mails & calls from Mumbai(DAKC) Clients for good team
    Management

    3) Organization: B.Arun Kumar International Ltd., Pithampur.

    Designation: Receptionist cum Trainer


    Duration : July 2002 to March 2004

    Nature of Work:

    • Recruit the Candidates.


    • I’m taking Training and take the test.
    • Handling front desk.

    Special Traits:
    Good communication skills, Hardworking & Willing to learn. Confident & Quick decision
    maker.

    Qualification:

    MBA : Pursuing an MBA in Operation Management from NIMS


    University.
    Post Graduation : M.A in Economics from DAVV, Indore in 2003
    Graduation : B.A from DAVV, Indore in 2001
    HSSC : CBSE School,
    Operating System: Windows 2000/XP, Windows 95/98, DOS
    Packages : OpenOffice.org, MS-Office, Word, Excel, PPT.

    Language Known: Hindi & English

    Hobby: Listening Music, Playing Badminton

    Strength:

    • Hard Working
    • Self Motivated
    • Positive Attitude
    • Ability to work under pressure

    Weakness: Eager for Perfection

    Personal Information:

    Name: Manjula Kumari

    Father’s Name: Shri Gorelal

    Date of Birth: 10th Aug 1980

    Address: Plot No2,


    K. Colony,
    Indore (M.P).

    Nationality: Indian

    Marital Status: Single

    Date: 09-Feb-2011
    Place: Indore

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