Steven Rodrigues

 Dear Sir/Madam: I am writing to express my keen interest in the position mentioned with your company. I would like to present my resume with this regards. Having an excellent and professional communication skills along with writing skills. I believe to become an asset to the organization. Out of the box thinking and quick turnaround time is just one of the many skills I can offer. I am flexible and have good business relationship with the people I work with. Moreover, I am open to learning new concepts, which I believe would help me in the growth of my career. Sincerely, Steven Rodrigues Experience Nov 2013 – Till Date Sutherland Global Services Limited Customer Services Representative /Technical Support- [7 months] Attending calls on billing and technical support Ensuring all client metrics are adhered to along with case documentation. Ensuring promised follow ups are done in a timely manner. Training Team (Level 1) - [12 months] Shadowing other trainers on product knowledge sessions Training new hire consultants on the process Conducting floor refresher sessions for low performing teams Report generations Conducting quarterly CETs for all the consultants new hire and tenured. Mock call sessions with consultants that need extra support. Handling the nesting process (On The Job Training) and taking supervisor calls/callback. Senior Quality Analyst- [14 months] Auditing calls and ensuring the specified parameters are followed. Coaching consultants on the how to improve on specified parameters Highlighting any red flag instances that need to be addressed by the Service Delivery Team. Weekly and monthly calibration calls with clients and other off shore sites along with brainstorming session on how to improve the process. Training session conducted with new hire consultants on understanding the required quality parameters. Well versed with Nice Call Monitoring systems Education Delhi Commercial University - Bachelor’s in Commerce [2008] NIOS - Higher Secondary Certificate [2004] Abhinav Vidaylaya- S.S.C [2002]