Infy Vish J2A
- 1. Vishwanath Naik. D Mobile: 7899354837 E-mail: VishwanathDNaik@Gmail.com Skype ID: vishwanathdnaik OBJECTIVE: As an employee to contribute my skills to the company as required by the company and hence to the growth of the company as an individual to attain higher standards in terms of skills, experience and financially. • An accomplished professional as a "Senior Process Executive"(J2A) in Infosys BPO (Joined on 20-Jun-2013 to till date) Key responsibility areas as a Process Specialist/Analyst - Handling escalations - Doing Audits - Preparation of RCA - Attending Client Calls - Training for new hires - Assisting the agents/CSRs - Quality Analysis - Cycle Time Analysis - Touch Time Analysis - Team Meetings/huddles - Inflow Management - Process Management - Metrics preparation - Addressing the feedbacks - Productivity tracker • Leading, mentoring and monitoring the performance of team members to ensure efficiency in process operations and meeting of individual and group targets • Well versed in managing and motivating teams for running successful operations and extensive experience in implementing procedures • Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members • Tracking all the details regarding inflow requests, metrics, attendance, impacts and issues on a daily basis • Interacting with client manager for any concerns/challenges facing in the process • Doing brainstorming on the process and getting approvals from clients to avoid any impacts on process and new implementation • To make sure high priority and escalations requests are being completed on time and tracking them on daily basis • Being pro-active in maintaining the team’s SLA/TAT on a daily and weekly basis • Expertise in designing the process flow charts and documents in a attractive format Service Contract Management: • Creating new CID, BID for customers and linking the contract for the BID and CID created. Site creation, instance creation, product creation. • Adding service to the products, termination of products, changing service duration. • Updating the billing address and shipping address. • Creation of contract numbers for new customers • Linking contracts to a particular product as specified by the customer
- 2. STRENGTH: 1 Outstanding performing throughout my career. 2 Hardworking and positive attitude 3 Good interpersonal skills 4 A good team player 5 Interacting with client with a high degree of initiative 6 Good written and verbal communications WORK EXPERIENCE: 1. Worked as Process Executive in Fulcrum Global info services 2. Joined as senior process Executive in Infosys. EDUCATIONAL QUALIFICATION: 1 10th from Standard English School (2000). 2 Pre University from Secondary Board Government College (2004). 3 Bachelor of Journalism from Bangalore University (2007). 4 M.Sc. Electronic Media from Bangalore University (2009). CERTIFICATION 1 English Typing Certified by Karnataka Secondary Examination Board. 2 Hardware and Networking Certified by CMS, SJP, and MITRA Technologies. PERSONAL DETAILS DATE OF BIRTH : 11th Nov 1983 FATHER'S NAME : K. Durga Naik NATIONALITY : Indian LANGUAGES : English, Kannada, Hindi and Telugu. HOBBIES : Listening to Music, Watching Movies & Traveling.
- 3. Awards and Recognition • An award received for as star performer in grad bay training for customer satisfaction. (British Telecom Process) • Certified for T100 Domain and CS200 training with 100% marks My Usefulness to You: I hereby declare that the above details given are true to the best of my knowledge. I assure you my maximum & sincere efforts towards any suitable prospective post in your esteemed organization, given an opportunity sincerely. Date: Place: Bangalore Vishwanath Naik. D