I am interested in applying for any appropriate and suitable position available. My resume is attached for your review. I’m confident that my skills and past experience would make great contributions to your organization.

Sincerely

Clancy

 

107, Gangai Amman Koil Street, Vadapalani, Chennai - 600026

D.O.B: 9^th January 1978

Dubai; U. A. E

Male

Indian

Passport no: Z-1370377

Passport Valid till: 18^th July 2010

[email protected]

0091 – 9841700474

 

Bachelors in Electronics and Communication Engineering with an ASQ certified Six Sigma Black Belt combined with 6 years in the BPO, ITES, Telecom and Banking Industry.

 

Major Courses

Sl	Course Description	Name of Institution	University	Year	%
1	Bachelor in Electronics & Communication Engineering	The Indian Engineering College	MS University; Tirunelveli	2000	60%
2	Higher Secondary examination	New Indian Model School; Dubai	Kerala University	1995	78%
3	SSLC Exam	New Indian Model School; Dubai	Dept of Education; Kerala	1993	81.5%

 

Allied courses & Certifications

Sl	Name of Course	Certification Provider
1	Six Sigma Black Belt	American Society for Quality
2	Oracle Certified Professional	Oracle
3	Computer Electronics Specialist	BRAINBENCH
4	Computer Technician	BRAINBENCH
5	Windows 95 Administrator	BRAINBENCH
6	Computer PC Essentials User	BRAINBENCH
7	MS Internet Explorer 4.0 Fundamentals	BRAINBENCH
8	Windows 98 Administrator	BRAINBENCH

 

·          Excellent presentation skills

·          Excellent written and verbal skills.

·          High energy

·          Strategic thinking

·          Ability to meet tight deadlines

·          Good administrative and managing abilities

·          Excellent communication skills

·          Good analytical skills.

·          Willing and able to learn more

·          Ability to adapt to any situation and environment

·          Able to create new strategies and techniques for improvement and growth

·          Have good leadership qualities.

 

1.                   Currently working with Standard Chartered Scope International as Manager – Service Excellence from August 2006 till date

Job Responsibilities

·         Identify, scope and implement process improvement projects throughout the Bank.(3-5 projects annually)

·         Provide Quality Methodology and project management expertise to deliver projects within cost, schedule and scope.

·         Provide leadership as a coach and mentor to Project Leaders and Process Owners on the use of quality methodologies and tools.

·         Ensure that qualitative and financial project benefits are identified, accurately tracked and reported as scheduled and within plan.

·         Continually measure and assess the cost of poor quality through complaints analysis.

·         Customer Satisfaction surveys, SLA compliance reports and any other source of information deemed necessary.

·         Prioritize projects in terms of financial costs/benefits and assess these through measurable financial gains (expected gains in region of $500,000 per annum)

 

Principal Accountabilities:

·         Identification, scoping and prioritization of Process Improvement Projects to ensure the optimum financial gain for the Bank.

·         Development of solutions in consultation with process improvement teams.

·         Presentation of recommendations to executive/senior management on the ways to improve processes.

·         Develop charters for each Process Improvement Project and gain sign off on these at each tollgate from appropriate managers.

·         Implementation of Process Improvement Projects to provide financial gains to the Bank in the region of $500,000 per annum.

·         Analysis of key business processes and data collection.

·         Training & mentoring of Project Leaders and Process Owners in quality methodologies and tools.

·         Monitoring and reporting on qualitative and financial benefits of process improvement projects.

·         Development and presentation of business cases, cases for action and strategies

·         Ongoing monitoring and reporting of impact of implementation of process improvement projects.

·         Continually promote Quality/Process improvement culture within the Bank.

 

2.                   Worked with SerWizSol Ltd. (A TATA Enterprise) as Quality – Team Leader from May 2004 to August 2006.

Job Responsibilities

·         Improving overall quality of service and increasing customer delight levels

·         Audit and provide feedback of the Quality Executive’s monitored calls and check for variances.

·         Monitoring & Evaluation of Calls and Analyzing calls to identify the root cause of deviation.

·         Conducting calibration sessions with Internal Operations and External Clients.

·         Conducting briefing and feedback session on a one to one and team wise basis.

·         Preparing report and Agent performance charts and presenting the same to the corporate and the management.

·         Conducting appraisals for Individual Quality Executives.

·         Conducting new-hire induction programme for Quality Awareness.

·         Working with the Ops & Training team and takes responsibility for offering the customers the highest functional quality services.

·         Developing comprehensive solutions, defining policies, standards, guidelines and processes based on industries best practices adhering to prescribed standards

·         Designing training requirements and provide inputs for re-training and coaching

·         Identifying the knowledge gaps, process gaps & Language gaps and ensure documentation of the work flow process

·         Monitoring reports and analyze trends to provide inputs for increasing productivity in the shifts.

·         Data analysis and interpretation to provide meaningful insights to improve process efficiency.

·         Resolving escalations arising out of feedbacks given by QE’s & TL’s in a manner which is convincing and just.

·         Identifying and working upon the action plan to improve C-sat scores

·         Root cause analysis and action planning of the C-sat results

·         Constant touch with the circle SPOCs to arrive at the AOIs and work on the same

·         Working closely with the Quality Assurance team to analyze and interpret the data analysis and other work done by the team

Reason for Change:

·         No Six Sigma projects handled by the company hence had to look out for experience in Six Sigma oriented companies.

 

3.                   Worked with E3R Info Systems as a Quality Agent / Senior Technical Support Associate from January 2004 to May 2004.

Job Responsibilities:

·         Customer satisfaction is the key responsibility

·         Providing Technical Support for all Desktop, Laptop Computer and all related peripherals (scanner, printer, mp3 players, digital camera)

·         Providing support for Customer on their Computer on the network, Peer to Peer, Wireless Networking, LAN etc.

Promoted to the post of Quality Agent from February on the basis of performance,

Job Responsibilities:

·         Auditing Calls of all the agents on the floor

·         Providing Technical Support and assistance to Agents on calls.

·         Preparing reports and coordinating with the clients.

·         Making presentation and feedback sessions for issues that need immediate attention.

Reason for Change:

·         The company closed down due to some internal problems.

 

4.                   Worked with WIPRO SPECTRAMIND as a Technical Support Associate from February 2003 to December 2003.

WIPRO SPECTRAMIND is a BPO (Business Process Outsourcing) providing support and help to various clients in the United States. One of Wipro Spectramind's clients included Dell Computers, which is one of the most renowned brands in the industry of computer manufacturers. Other clients included American Express, AOL, Delta Airlines and many more.

Job Responsibilities:

·         Customer satisfaction is the key responsibility

·         Providing Technical support to customers of Dell computer.

·         Answering the queries over the telephone and troubleshooting the computer over the same by walking the customer through steps of troubleshooting.

·         Meeting the CPMs (Critical Performances Matrices) laid down by the client and adhering to the needs of the clients.

·         Keeping up-to-date with the changes occurring in the computer industry.

Special Job Responsibility: - Acting Team Leader Position

      Also undertook the responsibility as an acting TL for a team consisting of around 12 Associates, which has considerably strengthened my skills and quality as a Team Leader.  This position required enormous patience and presence of mind.

      The Job responsibilities as an Acting TL includes:

o        Providing support and assistance in solving Technical and Customer related issues to the Associates.

o        Managing and catering to the smooth flow of the team by proper distribution of the Break and Aux modes.

o        Making team report of the weekly parameters and scores set by the Client.

o        Providing the team with updates that the Client provides, which improves the overall knowledge of the Tech.

o        Providing each Associate with the forecast of their scores for the week from their current scores.

Reason for Change

·         Was planning to get married and settle in Pune.

 

5.                   Worked with THE HARBOUR SOCIETY (THS) as a Computer Design and Administrator from March 2001 to January 2003.

THE HARBOUR SOCIETY is a registered charitable organization (Trust No: F – 9190) that provides shelter to homeless and involves in various other social activities.  THS was also involved in the Operation Hope Gujarat to provide relief to the earthquake-affected victim. I was also leading a team of around 10 individuals in various social and cultural activities.

 Job Responsibilities:

·         Leading a Team.

·         Major Design of various Handbills, Drafts, Brochures, Newsletters, Posters and advertising the same.

·         Computer hardware and software maintenance and update

·         Packages used are CorelDraw 9 & 10; Adobe Photoshop 6, Illustrator, PageMaker, Distiller etc.

Reason of Change:

·         Financial constraints and a Better career opportunity.

 

6.                   Worked as a Technical Customer Service Engineer at AL YOUSUF COMPUTERS, Dubai; from February 2000 to November 2000.          

AL YOUSUF COMPUTERS is the leading IT Company based in the United Arab Emirates. AYC is a business partner of Industry giants like Microsoft, IBM, Oracle, Gateway, HP and Lucent technology.  AYC deals in e-based solutions and provides end-to-end total solutions to their corporate customers in the Middle East. AYC also hosts the first B2C e-commerce site in the Middle East.

 Job Responsibilities:

·         Involved in the Technical Support for Customer Service, with active involvement with various machines.

·         Active member in the Customer Support Team.

·         Involved in Hardware Assembling and troubleshooting of Personal Computer; Hardware & Software oriented trouble shooting Multimedia, Modem and Faxmodem card installation.

Reason for Change:

·         Visa constraints and lack of streamlined career prospects

 

§          Certified Six Sigma Black Belt from American Society for Quality (www.asq.org)

§          Up to date knowledge on requirements of COPC and ISO and also well versed with BS 7799.

§          Advanced Experience in Microsoft Excel and Minitab 14.

§          Well versed with NICE Software, used for monitoring and evaluating calls.

§          Well-versed with all Windows operated software including, MS Office 95; 97; 2000 & XP.

§          Familiarity in network protocols TCP/IP. A brief knowledge in Windows NT Server and Workstation.

§          An up-to-date and complete knowledge of the Internet and related features.

§          Complete knowledge of the use of Avaya Console and also of the Avaya Software for tracking the call details.

§          Good experience in different Hardware Platforms: (Generic PCs, APPLE Macintosh, AST, Compaq, Gateway, IBM, Digital and Dell).

§          Multimedia Packages such as Adobe Photo Shop 6 and Corel Draw 9 & 10 and experienced in Macromedia Flash 5 and Dream weaver. Also experienced in Home page publishing and designing with HTML format, MS Front Page, Netscape Communicator, MS Internet Explorer 5.