Contact information

Michael M. Naccarat

4611 Nelm Street
Hyderabad – 22102

Career objective

Looking for a challenging position of the Call Center Manager in the reputed company with a view to use my wide experience for the benefit of the organization.

Skills

  • Customer focused, effective communicator, self-esteemed and dedicated towards work
  • Team player, able to face challenging situations in difficult circumstances
  • Competent under pressure, able to face new challenges and achieve vital goals
  • Punctual, honest, easy going and friendly sense of humour
  • Excellent knowledge of Business Studies
  • I.T literate and able to work on computer sufficiently

Career Achievements

  • Achieved all SLAs for e-mails (Callown).
  • Recognized for achieving targets and clientele expectation.
  • Recognized for maintaining Csat green till date.
  • Recognized for new Ideas (Project Refresher, charts).
  • Recognized as Team outing organizer.
  • Process changes implementation (BRKNURL procedure, Csat reports).

Experience

Account/Service Manager and Call Centre Manager

Digital Ltd

2006 to 2008

  • Process and usability review of the CRM system, resulting in system overall and re-implementation.
  • This involved streamlining team and individual working practices which enabled the team to;
  • Increase the number of calls taken without having to increase staff.
  • Implemented best practice incident management to ITIL standards.
  • Improve internal relations between call centre and rest of business.
  • Free up resources to concentrate on improving relationships with key accounts.
  • Day to day management of 16 employees and team workload, recruitment & selection, employee development and motivation, team meetings, training and team building.
  • Single point of contact for a number of high revenue named accounts.

Position: Call Center Executive

Employer: ICICI Bank Ahmadabad, Gujarat

2001 to 2005

  • Make effective customer contact through inbound channels, build strong relationships, and identify opportunities to meet customer requirements.
  • Deal with a variety of credit card related inbound calls.
  • Effective objection handling.
  • Recognize opportunities for cross sales/up sale
  • Effective listener & Flexible and receptive to change.
  • I am able to work on my own whilst understanding impact of role within a team.
  • Able to work to challenging but achievable targets.

Education

  • 1999-2000 BITE College
  • Post graduate Diploma in Business Administration
  • 1998-1999 CSCT College
  • London – United Kingdom
  • 1997-1998 Gujarat University
  • Bachelor of Arts (with principle subject English)
  • Ahemdabad,Gujarat ,India.
  • 1996-1997 Aroma High School
  • High School or Equivalent (10 + 2)
  • India-Gujarat-Ahmedabad

References
Floyd P. Olivier
Manager
Wap Company.
Floyd_oliver@gmail.com

Adverstiments