RESUME

YESUDAS FRANCIS BORIGI

13/H/1/2 ELLIOT LANE, KOLKATA-700016 PH.NO : +919831354944 EMAIL : francis_borigi@yahoo.com

Career Profile:

To obtain an entry-level position in an organization where my work-related skills are utilized to their maximum potential. Have the ability to execute programs using limited resources. Problem solving, leadership and communication skills are some of the qualities developed from my experience as an able customer relations representative.
Seeking a position in Customer Service where my extensive experience will be further developed and utilised. Abilities : 8 years of customer service. Excellent written and verbal communication skills, with an eye for detail. Extremely productive in a high volume, high stress, environment. Highly productive in the use of troubleshooting situations. Self starter with a can do attitude.

EXPERIENCE : Cambridge Telecommunications, Cambridge, MA 1999 - Present Customer Service Manager Responsible for the supervision of a staff of twenty-eight people within the customer service department. Responsible for the recruitment and training of customer service representatives. Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures. Successful account retention record of 98%. Performed market research surveys amongst client base to seek feedback on sales techniques, follow-up methods and quality of after sales service. Improving customer service based on client feedback through the development of new policies and procedures. Successfully handled all public relations issues.

Employment History : BNKe Solutions Unlimited, Kolkata , India , 2006 - Present Senior Process Specialist Collaborated with the Product Development department in developing new Fee Based products and their sales to the unbanked credit card membership base. Answered an average of three hundred customer calls in a day through the call center queue. Worked as a Senior Representative in the Promise to Pay department to ensure customers where given assistance in bringing their over limit and/or pass due account current Performed duties in the Retention department retaining customers who wanted to cancel their accounts. BNKe Solutions Unlimited, Kolkata , India , 2006 - Present Senior Process Specialist, CA , 1994 - 1998 Customer Service Representative Answered inbound calls in support of customer needs. Conveyed in a reassuring manner step by step instructions to resolve application issues. Reviewed and issued audits on account information and processes. Performed queries in multiple databases. Adhered to government monetary regulations. Assisted in the creation and development of the banks customer relationship management system. Provided support to the sales team, ensuring all sales and service objectives were met. Responsible for customer service in the digital equipment division, duties included answeringcustomer queries, problem solving and providing detailed information on new products. Worked with new customers in the development of new accounts and the implementation of new systems. Assisted in the development of new policies and procedures. Assisted in the training of new customer service representatives and associates. Performed market research surveys on customer needs and requirements. Prepared weekly sales reports for the sales team and sales management. Generated repeat business through successful client follow-up

Responsible for: Building customer relationships. Face to face customer service. Cash handling. Demonstrating initiative. Financial Reporting. Reconciliations. Ad hoc administration (emails, faxes, filing, answering phones, etc)

Education: GRADUATE.

COMPUTER SKILLS : Microsoft Word, Excel, Access, PowerPoint, Outlook Express. Microsoft Windows XP

Microsoft Office XP Professional.

Personal Details: Nationality: Indian. Religion: Roman Catholic. Date of Birth: 07/11/19/1982. Languages known: English, Hindi, Telgu. Employment Status: Full time. Relationship status: Single.