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R. Soma Sekhar Reddy
Professional summary

Business Process Improvement projects . Training/Mentoring . Information Systems
.Team building/Leadership . Core team member . Six sigma training . Productivity
Enhancement. Interviewing. Fraud detection…
Ability to quickly and easily learn and use new software and hardware. Mentor staff to
achieve full potential. Proven ability to train and maintain the performance of the team
members and new hires and improve productivity and efficiency improvement. Flexible to
work long hours and get trained to perform new tasks efficiently and complete on time.
Ensure High Quality, Rapid -Response customer service for all the queries. Assure First call
Resolution for all the customers. Talent for proactively identifying and resolving problems
and maximizing productivity.


Professional experience

IBM India Private Limited
January-2009 – June-2009
Hi-Tech City, Hyderabad
India
After the completion of my Masters in Computer Applications (MCA), I joined IBM as a
Sr. Technical Support Associate.
The job profile included was a Service Dest where the support included in Providing a single
(informed) point of contact for customers of Honeywel Scanning and Mobility and also the internal
help desk support for the applications used at the Hospital, Clinics and Pharmacies of the St.
Agnes Hospital located in Wisconsin (USA).
Job Profile:

Receiving calls, first-line customer liaison Recording and tracking incidents and complaints Keeping customers informed on request status and progress Making an initial assessment of requests, attempting to resolve them or refer them to someone who can Monitoring and escalation procedures relative to the appropriate SLA R.SOMA SHEKHAR REDDY

PROFESSIONAL EXPERIENCE, Continue
Closing incidents and confirmation with the customers Coordinating second and third line support
HSBC Electronic Data Processing India Pvt. Ltd.
January-2007- October-2008
Hi-tech city, Hyderabad

Joined a very reputed branch, ‘Switch fraud’, which handles the queries of the customers
regarding their Maestro debit card fraudulent transactions.
Acquired complete knowledge on HSBC products and procedures. In a Semi calling
environment, efficiently handled inbound and outbound calls to resolve UK customer queries
and responded efficiently to customer’s queries pertaining to banking transaction from HSBC
offices across the globe.

Nipuna Services Ltd.
February-2005-August-
2006
Hi-tech city, Hyderabad
Guardian Dental Insurance
VOB (Verification of Benefits)
The Guardian Life Insurance Company of America,
New York, NY

Provide the Customer Care Services to the fourth largest mutual life insurance company in
the United States. Give insurance benefit information and the claim status to the caller on the
phone or through E-mail and maintain the high quality and pace in delivering the services.
Type of business- Business to Business.
Accomplishments

 Conducted Interviews at the primary level for the candidates seeking employment with  Selected for the Claims process training, for maintaining the high quality on calls and delivering best of the services to the Callers.
 Trained and mentored the new hires to provide them the in-depth and accurate  Attended trainings of Quality management, Stress management and work- personal

Dell Inc,
February-2003-
December-2005
Hi-Tech City, Hyderabad
Began career as an entry level executive and progressed to increasingly more challenging
positions and achieved a position of Senior Customer Care Associate. Accepted all the
challenges in the development of the business and developed the ability to cope up with
business needs and ethics.
R.SOMA SHEKHAR REDDY

PROFESSIONAL EXPERIENCE, Continue

Took the responsibility of the team performance and guided the team members to achieve the
targets on time and reported the manager directly. Handled many types of callers and
successfully provided the resolutions for their queries, thus making them satisfied with the
service and build their trust on the products and the company. Type of business – Business to
Customer.

Accomplishments

 Responsible for the team activities and performance. Answerable to manager for the performance of the team according to the targets set by the organization.  Increased the First Call Resolution by providing resolutions to customer’s queries  Held a position of a Subject Matter Expert to ensure the delivery of the high-quality  Awarded a position of SPOC (Single point of contact) on the floor. Technical Skills
Languages: COBOL, FOXPRO, C, C++, DB2, JCL.
Software: MS OFFICE
Operating Systems: Windows 95/XP
Debugging Tools: XPEDITER (IBM MAINFRAMES)
Completed a course in Hardware and Networking which includes the certifications
from CISCO (CCNA) and Microsoft (MCSA).
Educational Qualification
Currently pursuing MSC Mobile Computing
Masters in Computer Application (MCA)
Indira Gandhi National Open University - New Delhi, India Bachelor of Science (B.Sc.)
Guru Nanak Dev University - Amritsar, Punjab

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