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Abhishek Saxena - RESUME

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ABHISHEK SAXENA

Abhishek Saxena is seeking a project management position with a focus on team leadership, analysis, and customer care. He has over 15 years of experience managing teams and providing customer support. Currently, he manages a team of 15 technical advisors at Convergys India Services, where he is responsible for monitoring performance, addressing issues, and ensuring goals are met. He has expertise in Windows, Office, Outlook, and various tools.

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ABHISHEK SAXENA T18-203, BPTP Park Floors II, Sector–76, Faridabad, Haryana. Email: Abhishek.saxena@outlook.com Phone: +91/9811125647 OBJECTIVES Project Management position with a focus on Team Leadership, Analysis and Customer Care. To make significant contribution as a Team Manager with an organization who Offer a genuine opportunity for progression. PERSONAL SUMMARY A high calibre professional, who effectively manage People and Processes; I can make a real contribution to the growth of any business and is an expert at giving clear direction and feedback to staff in order to improve their performance. With consistent approach to managing staff and possesses extensive experience of interviewing, hiring, supervising and developing them. Apart from my ability to effectively lead a team, I can also motivate staff to do better, make sound decisions and work with managers and staff at all levels of responsibility. KEY SKILLS AND COMPETENCIES Supervising • Ability to manage through others. • Ability to work well with all levels of the organization. • Coaching and mentoring skills. • Prioritizing important tasks and ensuring they get done first. • Excellent oral and written communication skills. • Able to quickly identify problems. Personal • Six Sigma, White belt Certified. • ITIL 2011 Foundation level Certified. AREAS OF EXPERTISE Operating System: Windows XP, 7, 8, 8.1 and 10. Microsoft office : Office 2013/O365, Office 2010, Office 2007 and Office 2003. Email client : Outlook 2013/2010/2007/2003, Outlook Express, and Windows Mail. Tools : PeopleSoft, CMS, Golf, CRDB, Variant 360, SharePoint, Log Mein, ASD/CAP, Citrix.
CAREER HISTORYCAREER HISTORY EMPLOYEER: CONVERGYS INDIA SERVICES 10 Aug, 2006 – Till Date MICROSOFT TEAM MANAGER – Nov 2013 – Present A US Inbound/Outbound Technical Voice Process Providing superior customer experience to its users globally. Tasks and Duties: • I’m currently managing a team of 15 Research Technical Engineers/Advisors. • Monitoring & reporting on standards & performance targets. • Ensuring that team is motivated monitored and measured in line with company targets and performance standards. • Responsible for making sure that any gaps in Performance or quality are quickly identified and addressed. • Interacting with the clients on day to day updates and cascading it to the team. • Discuss scorecard and performance data with team members on weekly and monthly basis. • Monitoring team performance and service calls to ensure the call center goals are met. • Arranging & chairing weekly team meetings, focusing on targets & achievements. • Following up on cases handled by the technical engineers to ensure that the customers do not need any further assistance and retaining them. • Doing performance management, identifying training requirements and arranging training for team members when required. • Grooming team members for next level growth. • Doing regular audit on customer information security and making 100% compliance on it. • Maintaining attrition under 5%. • Managing Program SLA. • Develop relationships within the supporting business unit to help resolve issues of team. • Share score card change ideas with operations Manager as per business requirement to get improved performance for the program. • Demonstrate the Convergys culture through both behavior and attitude. • Use and promote Company reward and recognition programs. • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
IN TEAM TRAINER - Dec 2010 – Oct 2013 • I was responsible for training 300+ CSRs. • Instructed, trained, and managed them. • Design, develop, and conduct classroom and web-based training on the company's application suite of products and services. RESEARCH ENGINEER - May 2010 - Nov 2010 • Worked as a Research Engineer where I supported Level 1 teams who escalated issues required research. • Responsible for taking Inbound and Outbound Calls, providing Technical assistance and troubleshooting for clients of Microsoft. • Providing customer satisfaction through quality work. TECHNICAL ENGINEER - Dec 2009 - Apr 2010 • Worked as a Front Line Engineer for Microsoft Windows and Office Team. My job profile was to handle incoming calls for technical issues related to Microsoft Office installation and functionalities. Where I provided customer satisfaction through quality work. I also handled calls for Windows 7 setup for a short time in my beginning days. ORANGE TELECOM PROCESS CUSTOMER CARE EXECUTIVE - Sep 2006 - Nov 2009 • Worked as customer care executive, supporting telecom related issues for UK based users. • Provided assistance in registering new mobile users as well as providing technical assistance with their product and network related issues. • Also worked as Backup Team Leader from Aug 2008 - Jul 2009. EDUCATION QUALIFICATION • ENGLISH (Hons) – 2007 - Delhi University. • CBSE Board – New Delhi. PERSONAL DETAILS
Date of Birth : 23 June 1982 Marital Status : Married Father’s name : Lt. Sh. R K Saxena Nationality : Indian Languages Known : Hindi and English References : Available on Request

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Abhishek Saxena - RESUME

  • 1. ABHISHEK SAXENA T18-203, BPTP Park Floors II, Sector–76, Faridabad, Haryana. Email: Abhishek.saxena@outlook.com Phone: +91/9811125647 OBJECTIVES Project Management position with a focus on Team Leadership, Analysis and Customer Care. To make significant contribution as a Team Manager with an organization who Offer a genuine opportunity for progression. PERSONAL SUMMARY A high calibre professional, who effectively manage People and Processes; I can make a real contribution to the growth of any business and is an expert at giving clear direction and feedback to staff in order to improve their performance. With consistent approach to managing staff and possesses extensive experience of interviewing, hiring, supervising and developing them. Apart from my ability to effectively lead a team, I can also motivate staff to do better, make sound decisions and work with managers and staff at all levels of responsibility. KEY SKILLS AND COMPETENCIES Supervising • Ability to manage through others. • Ability to work well with all levels of the organization. • Coaching and mentoring skills. • Prioritizing important tasks and ensuring they get done first. • Excellent oral and written communication skills. • Able to quickly identify problems. Personal • Six Sigma, White belt Certified. • ITIL 2011 Foundation level Certified. AREAS OF EXPERTISE Operating System: Windows XP, 7, 8, 8.1 and 10. Microsoft office : Office 2013/O365, Office 2010, Office 2007 and Office 2003. Email client : Outlook 2013/2010/2007/2003, Outlook Express, and Windows Mail. Tools : PeopleSoft, CMS, Golf, CRDB, Variant 360, SharePoint, Log Mein, ASD/CAP, Citrix.
  • 2. CAREER HISTORYCAREER HISTORY EMPLOYEER: CONVERGYS INDIA SERVICES 10 Aug, 2006 – Till Date MICROSOFT TEAM MANAGER – Nov 2013 – Present A US Inbound/Outbound Technical Voice Process Providing superior customer experience to its users globally. Tasks and Duties: • I’m currently managing a team of 15 Research Technical Engineers/Advisors. • Monitoring & reporting on standards & performance targets. • Ensuring that team is motivated monitored and measured in line with company targets and performance standards. • Responsible for making sure that any gaps in Performance or quality are quickly identified and addressed. • Interacting with the clients on day to day updates and cascading it to the team. • Discuss scorecard and performance data with team members on weekly and monthly basis. • Monitoring team performance and service calls to ensure the call center goals are met. • Arranging & chairing weekly team meetings, focusing on targets & achievements. • Following up on cases handled by the technical engineers to ensure that the customers do not need any further assistance and retaining them. • Doing performance management, identifying training requirements and arranging training for team members when required. • Grooming team members for next level growth. • Doing regular audit on customer information security and making 100% compliance on it. • Maintaining attrition under 5%. • Managing Program SLA. • Develop relationships within the supporting business unit to help resolve issues of team. • Share score card change ideas with operations Manager as per business requirement to get improved performance for the program. • Demonstrate the Convergys culture through both behavior and attitude. • Use and promote Company reward and recognition programs. • Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution.
  • 3. IN TEAM TRAINER - Dec 2010 – Oct 2013 • I was responsible for training 300+ CSRs. • Instructed, trained, and managed them. • Design, develop, and conduct classroom and web-based training on the company's application suite of products and services. RESEARCH ENGINEER - May 2010 - Nov 2010 • Worked as a Research Engineer where I supported Level 1 teams who escalated issues required research. • Responsible for taking Inbound and Outbound Calls, providing Technical assistance and troubleshooting for clients of Microsoft. • Providing customer satisfaction through quality work. TECHNICAL ENGINEER - Dec 2009 - Apr 2010 • Worked as a Front Line Engineer for Microsoft Windows and Office Team. My job profile was to handle incoming calls for technical issues related to Microsoft Office installation and functionalities. Where I provided customer satisfaction through quality work. I also handled calls for Windows 7 setup for a short time in my beginning days. ORANGE TELECOM PROCESS CUSTOMER CARE EXECUTIVE - Sep 2006 - Nov 2009 • Worked as customer care executive, supporting telecom related issues for UK based users. • Provided assistance in registering new mobile users as well as providing technical assistance with their product and network related issues. • Also worked as Backup Team Leader from Aug 2008 - Jul 2009. EDUCATION QUALIFICATION • ENGLISH (Hons) – 2007 - Delhi University. • CBSE Board – New Delhi. PERSONAL DETAILS
  • 4. Date of Birth : 23 June 1982 Marital Status : Married Father’s name : Lt. Sh. R K Saxena Nationality : Indian Languages Known : Hindi and English References : Available on Request