Curriculum Vitae

Rakesh Sharma
S/o Late. Sh. Parshotam Lal
VPO- Dharampur, Mukerian
Distt: - Hoshiarpur, Punjab- 144211

Objective:
To work in a highly professional and challenging environment and by gaining experience from various challenges in
the corporate world, assist the organization in better way.

Personal particulars:

Father Name Late Sh. Parshotam Lal

Date of Birth 14-March-1991
Marital Status Un-Married
Hobbies Cricket, Music & Reading books
Nationality Indian
Language Hindi, Punjabi, Dogri & English
Email ID rs785855@gmail.com
Contact no. 8196018917

Qualification:

 Graduation from Monad University.

 Senior Secondary Education from J & K State Board of School Education.
 Diploma in Computer Applications in Financial accounts. (DFA).

Strength:

 Hard Working
 Commitment
 Dedication
 Expert in Excel

Work Experience:

 One-year experience in Teleperformance Mohali as AMCC, from July 2018 to till now.
 Six months experience in Datawind Innovations Pvt. Ltd. At Amritsar as Team Leader.
 Three years and 2 months experience In First Source Solutions Ltd as Team Coach.
 One-year experience in Fastway Transmission Pvt. Ltd at Mukerian Hoshiarpur as Computer operator.

Working Details:

Company Name Teleperformance Mohali

Designation AMCC (Assistant Manager Customer care.
Job Description Team management.
Location A40, Sector 75, Sahibzada Ajit Singh Nagar, Mohali.
After Datawind, I joined Teleperformance Mohali in July 2018. The designation was AMCC, and organization was
new in Mohali, so it was going to be great experience in working with a ramp up site. So started with piolet batches
and still working with same organization.

AMCC Job Description:

 Handling a team of 15 to 20 peoples.

 Training/Feedback/Coaching
 Meet the KPI (Key Performance Indicators) like AHT, Quality, Compliance, Shrinkage, Attrition, C-SAT.
 Achieving KRAs (Key Responsibility Area).
 Deal with client level escalations.
 Handling floor escalations.
 Real time management.
 Achieving targets given by ACCM.

Achievements:

 Top performers amongst of all AMCCs.

 Achieved number one stack ranking in February 2019.
 Appreciation from manager for delivering lowest shrinkage on consistent basis.
 Appreciated as best AMCC,
 Appreciated for giving best insight for organization.
 Appreciated for handling multi skilling in short period of time.
 Appreciated by ACCM, for meeting all given targets.\
 Achieved 1st rank in yearly stack ranking for complete one year.
 Handling night shift for continuous for one year for rebel process, and got appreciation for consist
performance in night shift and taking charge against all issues occuring in night shift.
 In December 2019 got selected for Samsung process through IJP and finally Joined Samsung process in
feb, 2020.
 worked in both voice and digital platform
 when lock down started, worked individually at associate level for bussiness need and resolved customer
concerns
 In July took charge for entire WAHA voice support and run the show and got appreciation for extra
ordinary performance and work done because in start i was given with 50 people almost to handle.
 I gave 12-15 hrs to work to get all things settled and then in November called me back to office for process
requirement and then in December moved to digital process.

Last Working Experience:

Company Name Datawind Innovations Pvt. Ltd.

Designation Team Leader
Job Description Team management.
Location Near Shahedaan Sahib Gurudwara, Amritsar.

After first source, then joined datawind innovations in Feb 2018. I worked there till July 2018 as team leader. The
targets were quite different there as compared to previous organization. Now it was some way a selling product.

The role was of a team leader, and need to get the maximum orders booked for their product. Now it was time to
get some experience in sale field too.
Team Leader job Description:

 Handling a team of 20-40 People.

 Training/Feedback/Coaching
 Met the KPI (Key Performance Indicators)
 Maintain floor decorum.
 Preparing Roster.
 Achieving targets given by manager.

Achievements:

 Use to get maximum orders done on daily basis out of all rest team leaders.
 Appreciated from manager for receiving maximum orders for entire process.
 Appreciation from manager for meeting conversion target.
 Appreciated as best team leader.

Last working experience: -

Company Name First Source Solutions Ltd.

Designation Team Leader
Job Description Handling Team and escalations.
Location JC Complex, Basti Bawa khel, Jalandhar

Starting A job from 16 Dec '2014 as a Customer Associate in First Source Solutions Ltd. and promoted as a KnE
(Knowledge & Escalation Department) in 13 months.
There is a great opportunity do some different experience in life with touch the different scenarios. There are great
thing to learn.

KnE Job Description:

 Provide the 100% satisfaction to the Customer.

 Provide needful and important information to the Customer regarding product with truly from heart.
 Give a daily brief to all the employee in circle on all newly launched products and discuss the challenges.
 Daily MIS Report
 Handled the entire floor intact with Am and Team leaders

On March, '17 promoted in support as a Floor Supporter. There are great thing to learn for my future.

Process Nestor Job Description:

 Team Handling ( in support to team members in absence of TL)

 Maintaining report of same day performance for entire floor.
 Daily Briefing
 Training Session
 Quality Audit
 Communication skills
 Feedback on daily performance
 On July ’17 Promoted as a Team leader and great opportunity to do something new (Lots of learning)

Team Leader job Description:

 Handling a team of 15-20 People.

 Briefing spoc of entire process.
 Training/Feedback/Coaching
 Met the Client KPI (Key Performance Indicator)
 Managing SL/AL
 Preparing Roster

Achievements:

 In March’17 Awarded as a ‘Best KnE’ in Circle and got Incentive and get rewarded from Client (Avtar
Singh).
 Best Call Quality Score- Special Appreciation for best call quality scorer from quality Team and Team
Leader.
 Awarded for Star performer in Star performing team for Quarter Jan, Feb, Mar (JFM) in 2017.
 Highest FCR (first call resolution): - Got special appreciation for giving highest FCR in entire center from
AM (Kapil Verma) and Team Leader (Deepak Kumar)
 After getting promoted as Team Leader got appreciated for giving lowest shrinkage and best team rating
from AM (Kapil Verma).
 As promoted as Team leader got chance to handle the team and meet the Client Target (Repeat and
QMC).
,
Last Work Experience:

Company Name Fast Way Transmission Pvt. Ltd

Designation Computer Operator
Job Description Activation of STB’s (Set Top Boxes) and mainting data for all local cable operators.
Location: Mukerian Hoshiarpur.

Starting a job from Jan’ 14, done maximum numbers of activation for Stb’s for entire area and saved customer by
giving quick services by activating maximum Stb in very short time.

Job Description:
 Maintaining daily attendance record for working employees.
 Maintaining data for all local cable operators.
 Visit to Hoshiarpur for once in week for getting all faulty STB’s repaired and delivery of new stb.
 Dealing with local cable operators.
 Maintaining account detail for all sold Stb’s to local cable operators and local customers as well.

As now I am interesting to do job with your Company to show my capabilities and do the great work. If you give me
an opportunity to do this work, I will do my best with my hard work.

Rakesh Sharma