Daniel Xavier

Daniel Xavier DOB: February 02, 1986 Mobile(Bangalore): - Email:-Passport : Available. AREAS OF EXPERTISE Team Management Customer Support User Training Quality Assurance User Acceptance Testing, Management and Implementation Counseling & Motivating Test Scripting ITIL V3 Service Strategy Technical Skills Windows Microsoft Word Microsoft Excel Power Point Lotus Notes Microsoft Outlook Service Management Suite AREAS OF EXTRA-CURRICULAR ACTIVITIES & ACHIEVEMENTS Participated in Combined Annual Training Camp representing 2 Karnataka Air Sqn (t) NCC, held at ITI, Vidyamandir in 2000. Participated in National Integration Camp representing 2 Karnataka Air Sqn (t) NCC held at Thiruvalla (Kerala) in 2000 Participated in Combined Annual Training Camp representing 3 Karnataka Battalion held at Besant Park, Doddaballapur in 2003 Participated in National Integration Camp representing 3 Karnataka Battalion held at Missamari, Assam in 2002 Participated in Army Attachment Camp representing 3 Karnataka Battalion held at Hyderabad in 2004 Awarded the “Best Cadet of-” by 3 Karnataka Battalion, NCC, Bangalore Awarded the “Best Rifle Shooter” by 3 Karnataka Battalion, NCC, Bangalore ITIL V3 Certified (Foundation Certificate in IT Service Management)– Nov 2013 Handled BPMS Project which helped to enable the process to be more Flexible, Competitive and Efficient. PROFESSIONAL EXPERIENCE EYGBS (India) Pvt. Ltd. Sr. Specialist (IT) Feb ’2011 – Dec ‘ 2016 Mphasis (India) Pvt. Ltd. Sr. Customer Support Executive (Banking) Nov ’2007 – Dec ’2010 Transworks (India) Pvt. Ltd. Associate May ’2006 – Nov ’2007 EDUCATION & TRAINING Graduate Diploma in Business Management (Human Resource) - Indian Institute of Management & Studies, Bangalore Advanced Diploma in Business Management-Indian Institute of Management & Studies, Bangalore PUC – St. Joseph’s College, Bangalore S.S.L.C - Maria Niketan High School, Karnataka Board On Job Trainings Have been trained on Call Quality Coaching Skills by US Clients Subject Matter Expert to support advisors taking calls Providing weekly trend analysis feedback to the agents Handling accreditation process Communication Have been trained on providing Feedback (sandwich method) Team Building - Organizing monthly motivational activities like team outing, group discussion, monthly activity calendar etc.. Job Details EY Portal Service Desk | Global Infrastructure Services | IT Services Role – Sr. Specialist Responsibilities: Assess local workloads on a daily and weekly basis. Develop staff competencies based on local or global workload requirements. Interface daily with Stakeholders to ensure effective communication and relationship maintenance. Direct daily and weekly work activities at a local level. Quality monitoring for the team, both emails & calls in weekly basis. Providing feedback to improve and achieve their individual target of 95% for the month. Actively participating in projects to improve process, Quality Control, Queries and Data Quality Project Manage operational specific projects (non-technical & technical). Interface daily with global counterparts to ensure the work requirements match the available competencies to support the smooth seamless operations of EY Client Portal and EY GlobalOne Portal. Continually facilitated new opportunities for people to stretch grow and learn. Ensure cross training within the desk sets and introduce knowledge sharing sessions. Implemented Monthly feedback sessions facilitating greater transparency. Incorporate a portion of the day actually answering phone, running reports, or providing technical assistance to the users to access EY Client Portal and EY GlobalOne Portal. Participate in Business Requirement Specification calls, provide input for product & process enhancements. Monitoring the generalist and ensuring that the day today task is done. Tracking, & communicating test plans, test results, analysis, & unresolved problems while working on a UAT (User Acceptance Testing). Carrying out Manual and regression Testing of the Web Application. To deliver quality services based on best practices of project management & technical expertise within the guidelines of ITIL. Mphasis BPO Role – Senior Customer Service Executive (Banking) Responsibilities: Handling Inbound and outbound technical queries Escalating and handling calls with client’s phone vendors Assisting client’s banking queries through Inbound calls for one of the US’s largest banks Effectively understand queries of valued customers, and provide appropriate solutions and simultaneously maintain customer friendliness and relationship Monitoring team adherence to work schedules To monitor calls of Support executives and give productive feedback Daily maintenance/reporting of work targets Executed team management responsibilities as Second in Command to Team Lead Provide coaching and counseling based on individual staff requirements. Participate in Hiring process and Interview candidates for employment. Transworks (India) Pvt Ltd. Role – Associate Responsibilities: Handling of Inbound Transaction Calls for various clients of the company Dealing with aspects of Credit Card accounts Attending customer queries and help customers with appropriate solutions on their Credit Card accounts Exceptional query handling skills Handling Escalations and irate customers. References Available upon request