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Hi,

My name is Harsh Vardhan and I am currently pursuing the Bachelor's degree in Computer Applications through correspondence.

I have got a total of three years' experience in the outsourcing industry, 18 months of which were earned with an International Call Center setup for a UK based bank outsourced through a major BPO and 18 months with the Market Research unit of a leading KPO. Please read further for detailed job description and experience.

IN CALL CENTER AS A PROCESS ASSOCIATE
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Job Description:
Answer all enquiries of the bank's Private Label Credit Card and Mastercard holders related to their credit card account, and resolving issues related to their statements, payments and purchases made using the card.

Experience & Achievements:
The role as a front-end customer service executive helped me develop inter-personal skills by focusing on customer satisfaction and rapport building. It helped shedding the inhibitions of jarred interaction with international residents. Multi-tasking abilities became my forte. Listening to customer grievances attentively, checking the validity of the complaint and choosing the best possible solution of the calculated options, all were done simultaneously to typing memos of the conversation on the account. With the successful completion of the probation period of six months, I was allowed to take escalated customer complaints and helped the newly hired agents in coming up the learning curve.

A few more months, helped me gain enough experience to make a hyperlinked cross-referenced manual of our standard operating procedures which came in very handy to deal with complex or rare customer complaints. After a few editions and suggestions by the management it was made universally accessible to all calling agents. This helped greatly in cutting down the number of escalated calls, helped the agents in achieving their monthly target of Average Call Handling Time.

I acquired better typing skills by practicing on the Typing Tutor software made freely available to all employees by the company and starting from an average speed of 25wpm I can now type at the rate of 70 wpm. I also completed many MS Office online courses hosted on the Microsoft website and on our e-learning section of the intranet. During the last two months of my stay in the company, I created many reports, on agents’ performance by collating the scores achieved on parameters of ACHT, Call Quality and Schedule Adherence, in Excel and embedded them in Powerpoint for management presentations. The efforts were well appreciated by our management and were made a standard for calculating incentives for the calling agents in the later months.


IN MARKET RESEARCH AS AN ANALYST
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Job Description:
My job profile as a new hire in the company is best described for conducting interactive and research intensive telephonic surveys or/and interviews with executives in the target industry of a client’s market research project. Owing to my greater interest in data analysis and charting techniques, I was later given the opportunity to work on a niche ORC setup. The new modified profile for Data Analysis & Reporting required conducting client specific brand tracking studies on the web. The responsibilities included coordinating different support functions in our group to work as one team. Members from DPAT (Data Processing and Analytics Team) and Survey Programming worked with us (Operations) on executing the project to the client’s satisfaction.

Experience & Achievements:
At Data Collection Level - Conducted in depth secondary research from various web based resources on various projects. Have been a part of team for conducting Focus Group Discussions on two studies - Understanding Mobile Users' Experience and an Automotive Study. Have conducted direct interviews with the target respondents over the telephone as well as face-to-face, on numerous projects across many geographies and in different industries, which included IT, telecommunications, and many other marketing firms. These interviews were also transcribed by me for preparing the final reports. Typically an hour long interview would take 1/2 an hour to transcribe.

At Data Reporting Level - Conceived, drafted and edited questionnaires for surveys as per the client/project requirements. Have got hands on experience with detailed reporting of the surveys we run for the automobile ad-effectiveness tracking study. The end deliverables were highly crucial and had to be meticulously checked for the quality of data and on its other aspects viz., illogical responses, inconsistency in responses, outliers (i.e., irregular/irrelevant data).

At Client Management Level - With expansion in business of our ORC setup, I was made solely responsible for one of the clients in an international automobile company. Client specifications would now come directly to me and I would have to respond to them in a specified turn around time. At this stage, I was exposed to a new facet of management – Client Management: I corresponded through mails and went on calls for subjects of urgent attention or those which required detailed discussion. This role, though it has been just 3 months since I took it, has given me detailed insights into the importance of work distribution, man-hours allocation and the nuances of client management.

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