1. CURRICULUM VITAE
KANOO PRIYA GARG
Address: 3118 Pinot Grigio Place,
San Jose 95135 CA
Email: ankur2879@gmail.com
Phone: 408-370-8480, 408-459-7777
_________________________________________________________________________________________
Profile: - A well-presented, industrious and highly personable individual who has extensive in-depth
experience of 11 years working as a resolution manager for various industries as
Telecom and Banking. I have worked with the biggest Telecom companies in
India( Reliance and Airtel) and ICICI Bank which is the largest Retail liability Bank
in India. I possess huge range of abilities right from motivating and supporting
team to achieve growth and desirable results for the positive growth of business
and company. Have an eye for detail and innovative resolution to various issues. I
like to integrate technical aspects to make it simple for my team to follow and
have uniform resolutions across the board. I have successfully driven the
customer care team including call center(Inbound)and escalation desks for the
entire circle.
Work Experience
Reliance Communications Infrastructure Ltd. ( Telecom Company with the largest CDMA
network and highest customer base in Telecom Industry)
Working with Reliance CommunicationsInfrastructure Ltd. Delhi National Capital Region
as Manager Customer Service. Apr-10-Feb-11
Key Responsibility Areas
Team management
• Led a team of 6 customer care managers, 5 team managers for resolution of issues.
• Managing the entire team responsible for customer care activities at the Sate/Circle level (Cities
New Delhi,Noida, Ghaziabad,Gurgaon and Faridabad).
• Handling a customer base of 1.5 million customers for the Delhi-NCR region of India
• Responsible for providing resolution to customer issues escalated at various levels like, flagship
outlets, Nodal desk(customers filing legal complaints), Customer contact center, direct mails to
business team and inbound call center.
• Trouble shooting of all customer queries, complaints and requests through teams at various levels.
• Service level adherence management for Service Requests at the State level.
• Regular training of product and processes to the team.
• Defining and executing of process adherence at state level.
• Regulation of quality of Service Request generated and the quality of resolution provided by the
team.
• Responsible for enhancement of customer satisfaction. Analyzing root causes for customer
dissatisfaction and device process for curbing the same at the state level.
• Handling resolution team at state, comprising of 6 customer care managers,5 team managers, 3
backend executives and 242 front end executives.
• Worked closely with business team
Individual parameters:-

2. • Identify gaps in processes and escalate to management. Suggesting modification to streamline
processes and ensure better customer satisfaction.
• Responsible to reduce customer complaints by increasing “First time resolution through team”.
• Work closely with issue owners at various level to address matters of concern and ensure issues are
properly remediated with 100% close-looping.
• Responsible for service level adherence by maintain documents for updates on issues and confirm
resolution on due dates as committed to customer for service guarantee.
• Provide guidance to business line partners on acceptable validation documentation as per the
guidelines.
• Periodic review of issues and resolutions to ensure it adequately addresses the root cause of issues
on basis of quantity of complaints received.
• Coordinate requests and complaints from outside the company as legal and audit..
• Look for trends in new requests and devise resolution to help business get ahead of them..
• Management for resolution of issues with an avg no of 20-30 k per month.
• Ensure 100% quality for issue resolution and adherence of company policies at various levels with
customer satisfaction.
• Ensure 100% quality for service request created by the state/circle team and the circle call center
team.
• Data analysis to capture trend for complaints. Identify issues of concern on various parameters
(not limited to) such as quantity, new trend and impacting business in future.
Achievements
• Circle( State) had the highest satisfaction scores in the country for a continuous period from June-10 to
Feb-11
• Received accolades for integration of technical portals to simplify the process of escalation. Developed
an automated portal to be used by various executives and team mates. The portal was capable of auto
escalation on due date violation and enable quality check on resolution provided. Helps in documentation
of root cause analysis of issue. Checked the updates on issues pending for resolution. Made the entire
process swift with identification of resolution owner at various levels.
• Identify needs for training and development on basis of root cause analysis for issues higher in quantity
and affecting business.
• Improvised service request creation quality to 100% and maintained the same for period May-10-Feb-11.
• Maintained the resolution of issues within due date at 100% achievement level with 100% quality
control.
• Exhibited great team managing skills developed excellent rapport with business partners, colleagues,
corporate office, contact center team and National Headquarters.
Working with Reliance Communications Ltd. , Gurgaon as a Customer Care Manager
since Feb 07- Mar 10
Key Responsibility Areas
Team management
• Managing the entire team responsible for customer care activities at the cluster level (Gurgaon and
Faridabad).
• Handling a customer base of 57000 customers for Gurgaon and Faridabad, 20 Reliance stores

3. including Reliance franchise outlets and Reliance flagship stores.
• Taking care of all business partner of Reliance in Gurgaon and Faridabad. Channels include both
postpaid and prepaid business partners.
• Trouble shooting of all customer queries, complaints and requests.
• Service level management for Service Requests at the Cluster level.
• Regular training of product and processes to the front level staff.
• Defining and executing of process adherence at cluster level.
• Regulation of quality of Service Request generated and the quality of resolution provided by the
cluster team.
• Revenue enhancement through customer care team by means of VAS, tariff plan and handset
upgrades
• Responsible for enhancement of customer satisfaction. Analyzing root causes for customer
dissatisfaction and device process for curbing the same at the cluster level.
• Handling customer care team at Cluster, comprising of 3 backend executives, 3 team leaders, 4
zonal operation executives and 42 front end executives.
Achievements
• Cluster had the highest satisfaction scores in the circle for a continuous period from May 08 to Oct 08
• Won the best customer care team award in the circle for the month of Oct 09.
• Improvised Service Request creation quality to 100% and maintained the same for FY Apr 07 to Oct 08.
May 09 to Jan 10.
• Maintained the SLA at 100% achievement level with 100% quality control. Period-Apr 07 to Oct 08 and
May 09 to Jan 10.
• Exhibited great team managing skills developed excellent rapport with channel partners, colleagues,
circle office and National Headquarters..
Worked with Reliance Infocomm from 15th
June 06 to Jan 07 in the capacity of Cluster Retention Lead
in Customer Care Department at Udaipur.(Rajasthan)
Key Responsibility Areas
• Responsible retention activities for Udaipur cluster.
• Handling the Customer Base of 22000 spread over 7 cities and 11 branches.
• Responsible for the entire retention activities at the cluster level
• Heading the retention team at Udaipur cluster comprising 7 Feet On Street executives.
Achievements
Cluster achieved the lowest involuntary and voluntary churn as 1% and 0% High Net worth Individual churn.
ICICI Bank Ltd. (ICICI Bank is the largest retail liability group in India.)
Worked with ICICI Bank Ltd. from 7th
February 05 to 13th
June 06 in the capacity of Officer in Retail
Liabilities Group Department at Udaipur.
Key Responsibility Areas
• Responsible for branch banking operations Responsibilities are as follows:

4. • Cash Management
• Handled Customer complaints and requests
• Foreign currency exchange
• Sale of life and general insurance policies and other bank products
• Retail outward remittance in foreign currency
• Remittances and internal fund transfers
• Account operations.
• Franking
Achievements
• Rated as no1 on a scale on 1 to 5 in the annual assessment.
• Identified as the highest contributing executive for the growth of the branch.
Bharti Hexacom India Ltd.
Worked with Bharti Hexacom India Ltd from 16th
June 01 to 16th
September 2004 in the capacity of
Senior Executive Customer Care at Ajmer.
Key Result Areas
• Responsible for entire Customer Care activities of Ajmer region( Ajmer region includes Ajmer,
Beawer, Kishangarh Makrana, Pushkar,Kuchaman&Dudu) .Subscriber base of approximately
22000 customers
• Maintenance of customer relations & loyalty
• Churn Management
• Responsible for resolving customer complaints
• Trouble shooting for customers & ensuring satisfactory resolution of queries
• Ensure error free service to customers
• Taking care of all business partners of Airtel at Ajmer. Channels include both postpaid and prepaid
business partners inclusive of flagship stores.
• Regular training of product and processes at customer convenience centers.
• Defining and executing processes at regional level
• Qualitative audit check at customer convenience centers.
Achievements
• Awarded for the best customer care personnel of Bharti India Ltd for the year 2003-2004.
• Reduced the churn to the lowest level of 1.5% for the year-2003-2004
• Developed an excellent Rapport with Corporate clients and high end customers
• Was skilful enough to carry out versatile jobs like Sales, Customer Retentions, Customer
Relations, and Collection etc. effectively at the branch level.
• Exhibited great team handling capacities by managing excellent rapport with Colleagues, Dealers,
Brand shop owners and Retailers
• Ensured timely solutions to Customers by informing and proper coordination with the
CorporateOffice and business teams at branch level.
PROFESSIONAL QUALIFICATION

5. Completed Masters Of Business Administration in Human Resource Management in the year 2004 from
Symbiosis Centre for Distance Learning, Pune, affiliated to University of Pune.
EDUCATIONAL QUALIFICATION:
Degree / Diploma Institution / Board University Divison
Masters in Sociology Govt college , Ajmer MDS University
B Sc. Govt college , Ajmer MDS University
XII
Mayoor Sr.Sec.School
Ajmer
CBSE
Personal Development
• Indivual growth from leading a territory to lead an entire Delhi NCR state team . The most crucial
territory for the company due to geographical vastness and high profile customer base.
• Earned an MBA Degree while the job From Symbiosis Pune while being in the job
• Was able to achieve consistent growth in life both in terms of Monetary and Hierarchical level in
the Organization
• Worked at three Locations Ajmer, Jaipur and Udaipur in total span of my career
• Developed various professional traits like confidence, patience, assertiveness, team management
etc while in my total professional career
• Raised career path from Executive to Team leader in span of five years
• Professional experience has imbibed in me the qualities that have made me Independent,
Responsible, Systematic and organized person with an unending quest of learning new skill sets
and grows successfully with the organization I am working with.
Personal Details:
Date of birth : 15th
December,1978
Sex : Female
Marital Status : Married
Nationality : Indian
Languages Known : English and Hindi
Interests : Gardening and Writing Poems ( Editor for school magazine).
I hereby certify that the information stated above is true and correct.
Date: September 01,2015 Kanoo priya Garg