1. Intend to get a position to utilize my skills and abilities into practise for mutual growth and benefit and make
endeavours towards the way which is innovative, creative and excel in my field.
Proven Success in Systems Optimization and Strategic Call Centre Solutions
 Dynamic Delivery Service & Customer Service Management Professional with 9 years of
experience including House Hold Delivery Services, Customer support representative / Call Centre
Team Lead across multiple platforms of AVAYA. Microsoft CRM, Contaque Telephony system and
customized CRM to consistently achieve high availability and performance.
 Proven ability to create and deliver solutions tied to business growth, organizational development
and systems /voice optimization, skilled problem identifier and customer support, comfortable managing
systems, projects and teams in a range of Call Centre environments.
 A positive, ‘can-do’ attitude productivity rate, highly motivated and a dependable troubleshooter
 Enthusiastic learner who quickly grasps concepts and technical skills
 Good customer relation skills customer handling skills, Possess effective managerial, organizational
and problem solving skills.
 Building a Welcoming Work Environment.
 Creative Training Strategies.
 Coaching Drives Agent Satisfaction and an Outstanding Customer Experience.
 Using Rewards and Recognition to Enhance the Operating Environment
Harsha Ramesh
Dubai, United Arab Emirates
Mob: 00971503796005 / 00971559021331
Email Id: harsha.rameshk@gmail.com
VISION &OBJECTIVE:
PROFESSIONAL EXPERIENCE:

2.  Reporting directly to the Head of Sales & sharing reports with CEO & managing staff of 25+ across
various position & functions all across UAE.
 Meet monthly sales target for house hold , achieving all KPI’s ,key contact center performance goals for
customer satisfaction, quality, productivity and key performance metrics
 Introduced & executed different promotions in Home Delivery sector through Call Centre to generate
revenue for the organization.
 Ensure that all the customer orders are booked & delivered within the promised timings.
 Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using
call recording and quality assurance applications), review productivity and attendance reports, and
coach staff members to improve performance.
 Ensure that all customer queries are handled professionally leading to customer satisfaction.
 Report, analyze and resolve system, customer and operational issues that impact service quality. Strive
to provide all customers with an outstanding customer experience.
 Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA
specialists, Engineering, Marketing, Manufacturing and other areas of the company to facilitate problem
solving.
 Being updated about all new products and training all agents accordingly to handle customer enquiries .
 Build and maintain a positive working environment that attracts and retains high- quality staff.
 Be visible to agents. Supervisors should walk around periodically to perform live monitoring of agents,
compliment agents for on-the-spot performance, and assist agents struggling with calls.
 Plan and manage a range of non-phone activities for agents, including workshops, call center cross-
training, eLearning courses, knowledge reinforcement and brainstorming sessions.
 Successfully lead a team of well-groomed call center professionals and achieve the set goals.
 Approving employee hiring & conducting employee orientation program & training for new joiners.
 Managing internal and external customer queries & delivering appropriate services for the same.
 Monitoring team member’s performance and closely tracking scheme to evaluate agent’s performance
during the month.
 Ensure that the entire team provides customer support in a courteous and efficient manner handles
complaints/enquiries in timely and professional manner.
 Preparing annual performance appraisals for the team members.
 Quarterly performance review and counseling under performers.
2010 – Till Date
Position: Call Center Manager / Acting National DeliveryService Manager – Masafi Mineral
water Co. LLC Dubai.
Acting National DeliveryService Manager
WORK HISTORY:

3. Key Roles and Responsibilities:
 Handle the inbound /outbound calls.
 Taking Care customer’s requirements and expectations.
 Coordinates with the clients and promotes the services offered by the company.
 To provide customer support in a courteous and efficient manner and ensure that all complaints
/enquiries are handled in a timely and professional manner.
 To ensure that the recourses are updated and ready for use.
 Working On CRM 3.0 Programming.
 Making daily report and Data.
Sept 1992 – Dec 1995
Position : Fashion Designer- Sudha Creation – Bombay
 Worked as a fashion designer.
 Dealing with customers, Exclusive dress designing as per choice.
 Bulk purchase of raw materials & designing.
1987 –1990 : BSc (Microbiology)
1990 – 1992 : Diploma in Dress Designing & Manufacturing
Basic computer skill in excel & word
Name : Harsha Ramesh
Nationality : Indian
Marital Status : Married
Contact Address : C/o. Mr. K.C. Ramesh Kumar
P. O. Box: 113989,Dubai, UAE.
Permanent Address : Bindu Nivas, P. O. Konnachal
The Nilgris, 643239, Tamil Nadu, India.
Languages known : English, Hindi, Marathi, Tamil, Malayalam & Rajasthani
EDUCATION:
PERSONAL DATA:
Sep 2006 to Nov 2010
Position: Call Center Agent – Masafi Mineral Water Co. LLC Dubai

4. Passport No : M 7141394
Place of Issue : Dubai
Date of Issue : 20
th
August 2015
Date of Expiry : 19
th
August 2025
Visa Status : Residence
Reference:
 Said Nazem( Head of Department- DeliveryService ) -
Said.Nazem@masafi.com +971559355251
 Sneha Patil ( Business Development- Masafi ) –
Sneha.Patil@masafi.com +971555024678
PASSPORT DETAILS: