Renu Dubey

Ms. Renu Dubey Millennium Towers Harmony Society, A1/8-4, Sector 9, Sanpada, Navi Mumbai. Contact no: - /- Email ID:- CAREER OBJECTIVE To experience and acquire substantial professional skills, to assume responsibility and implement ideas and use my communication skills to lead motivate and influence people thereby actively contributing to the development and growth of the organization. 1point1 Solutions Organization :1point1 Solutions Department : Tata SME Outbound Sales Duration :Aug 2016 Till Date Designation :Sr. Team Leader Job Profile: Handling a team of 12 Agents who works on Outbound manual and Predictive Database calling for generating Leads for TATA B2B products like Lease Line, PRI, SIP Trunk, MPLS, Smart Office, SNS, Tollfree, ACS etc. Responsible for their performance with respect to Productivity, Quality and Schedule Adherence and Sales acceptance. Coordinating with Partner Managers on field and with customers for smooth functioning of business. Handling the Escalation Calls and Mails from customer and Partner Managers. Identifying bottom performers, doing call audits, and giving feedbacks and innovative ways to improve sales. Sharing APR with Advisors on day to day basis to achieve their target and keep them motivated. Other Processes Handled: Shop CJ Inbound Sales: Customer use to watch products on TV and call us to place order, inquire, or to get more clarity on products. Our team job was to clear all doubts and convert them to sales. Lacewood Consultancy Organization :Lacewood Consultancy Department : Reliance Jio - Core Team Duration :Feb 2016 – June 2016 Designation :PMO (Programme Management Officer) Job Profile: End to End follow-up and publishing trackers for projects of RCS (Rich Communication Services) Material management and follow-ups for Pan India Sites. Preparing and flashing Service Testing Dashboards with co-ordinating from circles. Preparing Small Cell Reports for Pan India sites. Preparation of training documents and process flows. Arvato India Pvt. Ltd. Organization :Arvato India Pvt. Ltd. Department : Ebay (Grievance Dept.) Duration :Nov 2015 – Feb 2016 Designation :Team Leader (Operations) Job Profile: Handling a team of 20 Agents who works on the different functions as per the assigned Processes for Replacement, Refund, Item not received (INR), Seller Protection and less than 750 Responsible for their performance with respect to Productivity, Quality and Schedule Adherence. Publishing MIS for Backlogs, SLA, and Productivity. Handling the Escalation Calls and Mails from customer and internal departments. Identifying bottom performers and giving feedbacks for improving their performance Identifying the reason for low C-Sat and working towards improvement. Vertex Customer Solution Pvt. Ltd. (Earlier Reliance BPO) Organization :Vertex Customer Solution Pvt. Ltd. (Earlier Reliance BPO) Current Department : Field Escalation Desk Duration :Sept 2005 – Oct 2015 Designation :Team Leader (Operations) Job Responsibilities : As follows Job Profile: Handling a team of 28 Agents who works on the different functions as per the assigned Processes (MNP, TVP, MACD, Network, Billing & Prepaid) Handles the Escalation Calls and Mails from Circle, Cluster, Nodal & appellate and resolve issues by coordinating with RTS team. Responsible for their performance with respect to Productivity, Quality and Schedule Adherence. Developing cross-functional team for Customer Services Oriented culture. Service Delivery of all KPIs set by the Business Team. Coordination with Quality, Process and Planning Teams for Service Delivery. Closely monitors Team Attendance, daily Quality Feedbacks, Weekly Rostering of the Team, Salary Status, Team Appraisals and daily given tasks. Conducting the Briefing/Meeting with the Team for Process Updates and Performance Improvement and regarding Motivations, Training and Reviews. Try to meet the Parameters which has been set by the Business Team, such as SLA, Daily Closures, Quality, Zero Errors and always have been succeeded to meet the parameters very efficiently. Taking interviews for customer executive level (CSR). Other Processes Handled: ( Wireline & Wireless both for Reliance ) Broadband Technical Helpdesk (Wimax inbound & outbound) – Wireless, troubleshooting and solution providing on call Broadband Backoffice Network Voice (TT closure desk) – Wireline, taking confirmation and closing complaints Broadband Backoffice MACD and Pendency desk – Wireline, Changing plans on request of customers Broadband Data Escalation Desk (Inbound)- Wireline, where Enterprise customer used to call for registering complaints NDNC (National Do Not Call) Desk – Complaints related to TRAI were taken care. Mahendra Brothers Organization :Mahendra Brothers (Diamonds Firm) Department : HR and Administration Duration :Jan 1999-August 2005 Job Profile: Generating reports for Quality of diamonds (assortment and Shading reports), Stock Maintenance Lazer reports and Loss percentage for cutting Reports Updating Staff attendance and leaves record for payroll processing. Handling queries related to Salary, leaves and other operational issues. Handling official correspondence, and flight bookings etc. ACHIEVEMENTS Highest Sales Acceptance for continuous 3 months. Topper for Productivity, Attendance and Quality multiple times. Received Best Team Leader Award couple of times TECHNICAL AWARENESS Knowledge of Dialler, Predictive Dialling & data base, CRM tools (Clarify, Clarity, ICCM, RCRM, UCS), Telisma, LOTUS, Salesforce, Smart Street, GTM MS Office (Word, Excel, Power Point) Typing English with speed 40 wpm. QUALIFICATIONS EXAM/DEGREE UNIVERSITY Grade MBA in HR Sikkim Manipal 65% M. Com. Mumbai University 59% B. Com. Mumbai University 56% PERSONAL DETAILS Languages Known : -English, Hindi, Marathi Marital Status : -Married Date of Birth : -25th Jun, 1975 Hobbies: - Listening music, interacting with people, Photography and Reading.