Christina Greshom

Christina Greshom Assistant Manager Operations ACADEMICS 2012 Bachelors of Commerce 2006 Diploma (Computer & Commercial Practice) 2003 SSC EMPLOYMENT CHRONICLE Jan’ 2019 to Present Certified professional with more than 9 years of experience in Indian Eagle Pvt. Ltd. inculcating expertise in customer handling & compliance operations, searching for a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company. ASSISTANT MANAGER –Operations. (DISPUTE, RISK, PROCESS IMPROVEMENT & COMPLIANCE OPERATIONS) Indian Eagle Pvt. Ltd Indian Eagle is among the largest outsourced customer service providers in USA, serving international customers. Launched in 2007 as Indian Travel, It has become the third best travel management company in United States of America. Job Responsibilities     -m   - Indiranagar, Kanajiguda, Trimulgherry, Secunderabad 15.     COMPETENCIES  Proficient In MS Access, SQL Server, Oracle  Basic Knowledge Of MS Windows, MS-Windows 95/98  Expertise In Visual Basic, MS Dos & DBMS  Strategic & Tactical Planning    Develop and provide Service Level Agreements and end-user domain deliverables. Manage the processing of incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Responsible for end-user support SLA, day to day Operation. Train, coach and mentor Helpdesk, desktop support and remote support team. Design and enforce request handling and escalation policies and procedures. Analyse performance of Helpdesk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Coordination with vendor, customer, and internal stakeholders. Analysing adherence of right categorization of ticket, conducting Incident Analysis. Handling Major Incident till the resolution, whilst minimizing the impact on business operations. Handling all communication related to major incident throughout the incident to all stakeholders. Participating in change management meetings and problem management. Identify potential project and subject area risks and incorporate risk mitigation strategy and contingency plan. Maintain strong focus on customer satisfaction by delivering exceptional project performance and predictable repeatable project results  Critical Thinking  Excellent Communication Skills  Target Oriented  Objection Handling  Excellent Team Player  Resilient & Enthusiastic Jan’ 2014 to Jan’ 2019 TEAM LEAD - Process Lead Indian Eagle Pvt. Ltd Key Responsibilities PERSONAL DOSSIER         Father's Name : Late Mr.  Prakash Greshom  Date Of Birth : 07/09/1987  Marital Status : Married  Gender : Female  Hobbies : Listening To Music & Watching Television      LANGUAGES    English   Hindi Handling a team of 25 members with sub-processes. Motivate and implementation of the company R & R programs. Improve quality of service and increase client delight. Achieve KPI and productivity targets for the team. Monitor and maintain quality of interaction with customers. Prepare and submit periodic Team performance reports. Prepare and maintain appropriate TL documentation @ regular intervals as per ISO standards. Call handling to develop first hand sensing of customer pulse and manage irate customers. Audit Calls and identify the training requirements of each Team Member and providing the same in the appraisal sheets. Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required. To ensure that at no point in time the team lacks supervision. Real time monitoring of CMS for the team to answer maximum numbers of calls. Handling team & floor escalations calls and providing end to end resolutions. Attending call calibrations with quality and training team. Preparing monthly TL review to gauge individual and team performance. Client interaction as and when required; incorporate feedback into the system. Give timely & real time feedback with a view towards improving Operational and individual efficiency. Administratively manage a team of Customer Service Executives along with their performance. Aug’ 2012 to Jan’ 2014 CUSTOMER CARE EXECUTIVE Indian Eagle Pvt. Ltd Telugu Key Responsibilities   Tamil       Handling international & domestic calls and escalations. Issuing and reissuing of air tickets on airlines system like: Amadeus, Saber & World span GDS. To help customers in finding best low fares and making itineraries for them. Attend and assist sales calls and sales enquiries. To be responsible in selling services up to closing deals. Coordinating between the consolidators and clients for successful completion of travel. Checking the sales report on daily and fortnight basis, taking up responsibilities of checking with the airlines for any clarification. Excelled in customer service with appreciations for dedicated service in timely manner Aug’ 2010 to Aug’ 2012 CUSTOMER CARE EXECUTIVE TATA Business Support Services Ltd. Key Responsibilities    Research and study clients' specifications and wishes. Suggest suitable travel options that best suite clients' needs. Offer and promote different services and offerings. Mar’ 2008 to Aug’ 2010 SME (SUBJECT MATTER EXPERT) TATA Business Support Services Ltd., Watch India Key Responsibilities    Handling Escalation calls and emails. Checking inbound, outbound and mails related to technical, billing and general quires Dealing with credit card and PayPal accounts of the customer. Dec’ 2006 to Mar’ 2008 CUSTOMER CARE & TECHNICAL EXECUTIVE (DATA DEPARTMENT) TATA Business Support Services Ltd., TATA Key Responsibilities   Dealing with internet connection of different Modems, Air cards and cables. Develops and manages the computer & information systems. CALL COACH TATA Business Support Services Ltd. Key Responsibilities    Auditing calls for new assigned CCEs on daily basis. Giving effective feedback on the areas of improvement. Conducting trainings for the requirement of the process improvement. CERTIFICATIONS 2016 IATA – Global Distribution Systems Fares & Ticketing AMADEUS PROFESSIONAL ENHANCEMENTS ACHIEVEMENTS          Appointed as a trainee in domestic sales on a six-month probation period and after that got promoted as a permanent employee as Team Leader. Given distinct responsibilities by my employer because of my Quick learning abilities. Excelled in customer service with appreciations for dedicated service in timely manner. Trained the new representatives/travel consultants with the product knowledge. Supervision of the representatives in the absence of the Team Leader. Prime individual to interact with the Client operational wise. Became the Subject Matter Expert and a team support with resolutions for difficult customers. Took the initiative of maintaining the reports for all the bookings made and segregating the transactions and billing history, company wise. Catered to prestigious clientele like FICO, United Commtel, IDeAS, Expedia (parent company), Perrigo, Sonata, Cap Gemini, ALCOA, Infinera with highest appreciations for customer service. PROJECTS  Successfully completed projects based on Visual Basic, MS’Access and Dos including front end and back end data base. DECLARATION I SOLEMNLY DECLARE THAT ALL THE INFORMATION FURNISHED IN THIS DOCUMENT IS FREE OF ERRORS TO THE BEST OF MY KNOWLEDGE. DATE: CHRISTINA GRESHOM