About Me

SAMRUDDHI HEMANT KOLI

Address:

201 B Wing Yash Plaza CHS Ltd.,

Near Ganesh Darshan, Majiwada, Thane (W) – 400601.

Mobile No. 9820425871

Email ID : [email protected]

 

Objective :

 

To continue my career with an organization that will utilize my Management, Supervision skills to benefit mutual growth and success.

 

Career Summary :

 

Team Handling

Customer Service

Sales & Marketing Skills

Multitasking

Organizational Skills

 

Work Experience :

 

Current Employer : Sutherland Global Services

Designation : Senior Associate

Duration : 25th September 2019 till now

Key Responsibilities :

 

Handling Outbound cals for AT&T Process

Calling the Customer and Troubleshooting on their account to solve the problem & Cancel the Technician Visit.

Handling customer services like Troubleshooting on Internet Service, IPTV Service, CVOIP Service, Direct TV Service, ADSL Service.

Maintaining the scores such as Cancellation percentage, Utilization, AHT, Call flow Adherence.

Maintaining the Quality scores by giving proper Resolution to the customers.

 

 

Previous Employer : Eureka Outsourcing Solutions

Designation : Team Leader – Operations

Duration : 28th February 2018 to 20th September 2018

Key Responsibilities :

 

Handled a team of 14 agents in customer service taking calls for a Reliance General Insurance Health process.

A regular rostering of agents were done to see if the SLA’s (Service level agreements) are met.

Random calls are audited by me to check the call flow adherence.

Co-ordinating with clients for Process roll outs and refresher training for the agents.

Sharing the feedbacks with the agents regarding their performance.

Managing RTA (Real-Time Adherence).

 

 

 

Previous Employer : Wipro BPS Ltd.

Designation : Senior Associate / Acting Team Leader

Duration : 06th January 2016 to 08th February 2018

Key Responsibilities :

 

Handled a team of 19 agents in customer service taking calls for a Reliance Jio process.

A regular performance check was kept to see if the SLA’s(Service level agreements) are met like AHT, TOS, Attendance.

I as a team leader use to prepare the Conquest, it is an excel sheet where we keep a tracker of our KRO’s (Key role objectives).

I use to prepare the Issue tracker for my process. i.e Tracking all the issues for the current month and keeping a check if the resolution is given on a timely basis.

I use to be in touch with the clients for any process updates that are supposed to be rolled out.

Auditing 2 calls per agent per week for Quality Assurance.

Taking the refresher trainings on floor for SR Rejects, Call Flow Adherence and Quality parameters.

Taking the pre-shift and post shift briefings of New updates, Performance discussion and setting the expectations about the KPI’s.

 

Previous Employer : Swen Agencies Pvt. Ltd.

Designation : Export Documentaion Executive

Duration : 06th December 2014 to 06th November 2015.

Key Responsibilities :

 

Preparing the Checklist for the Export Documents.

Shipping Instructions filling.

Preparing the documents for Custom Clearing Purpose.

Coordinating with concern person for Cargo pick up & stuffing.

Coordinating with the Shipping line for Booking & DO purpose, also coordinating with the Customers.

Coordinating with the line for Freight Charges/ Rates.

Preparing draft of Bill of Lading, Certificate of Origin, etc.

After receiving the Original documents from Customs, Sending the same to the Exporter.

Clearance of Empty Tank Containers & Re-Export .

Maintaining DSR for each Client.

Maintaining Soft copy & Hard copy of Mate Receipt & EP Copy.

 

Previous Employer : Scorp Enterprise Outcourcing Pvt. Ltd.

Designation : Sales and Marketing Co-ordinator

Duration : 14th January 2014 to 05th November 2014.

Key Responsibilities :

 

Calling the companies and pitching for Scanners and Scanning Services.

Taking the appointments for Demo Session of Portable Scanners.

Presenting the Overview and Module of the Scanners and Scanning Services to the Clients.

Maintaining the tracker for the lead generation.

Preparing Invoice copy for the Scanners which are sold.

Co-ordinating with the Telecom Industries for Scanning the KYC documents and Spreading the Moto of the Company “GO PAPERLESS”.

 

Education Qualification :

 

December 2014 : Garware Institute of Career Education and Development : Diploma in Foreign Trade Management

Feb 2013 : K.B & S.C College of Science, Arts and Commerce : Higher Secondary Certificate (HSC)

March 2011 : Shreerang Vidalaya English Medium : Secondary School Certificate (SSC)

 

Personal Details :

 

D.O.B. : 29th August 1995.

Nationality : Indian

Languages Known : English, Hindi and Marathi.

Hobbies : Dancing

Marital Status : Unmarried

 

Declaration

 

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

 

 

Place : Thane Samruddhi Hemant Koli