1. MILIND CHITGOPE
Flat Number 1,1-1-295/31,
Vidya Nagar, Lane beside Masjid,
Hyderabad, Telangana- 500020.
Ph- +91 9642599228
+91 9492246653
Email: maancee@gmail.com
Career Objective
To work in a challenging environment that would enable me to make the best use of my
professional skills and to further contribute to the overall progress of organization.
Summary of Experience
1. TATA CONSULTANCY SERVICES PVT LTD.- 11th July 2012 till 13th
Mar 2015
2. TECH4COMP TECHNICAL SERVICES PVT LTD- Feb 2011 till July 2012
3. UNISYS GLOBAL SERVICES INDIA PVT.LTD - Nov 2008 to Feb 2011
4. HSBC Electronic Data Processing India Pvt Ltd -May 2007 to September 2008
Experience
 TATA CONSULTANCY SERVICES PVT LTD.
Hyderabad Location – Assistant Manager- PMO
26th
June 2014 till13th Mar 2015
 This role involves me to closely work with the Group Leaders, Project Managers,
Project leaders for effective utilization of funds we get from client for effective day to
day production work
 This role involves me into all financial related activities like Project Cost
Management, Work Order Numbers creation for allocations, deallocations and
maintaining appropriate budget for further months to come, also it involves me

2. Pune Location – Assistant Manager- DEG
18th
Nov 2013 till 31st
May 14
 This role involves me to closely work with the DMs, TLs and identify process
improvement project for overall quality improvement. Also closely monitor the
completion of projects, suggest important points which help the accuracy
improvement. Also identify six sigma, lean projects and ensure their timely
completion
 This role involves me to liaise with the production team and ensure the completion of
all monthly deliverables of DEG like red report, c-matrix etc, also conduct trainings
and refreshers on VSMs, Lean concepts, 7 tools of Quality etc.
Pune Location – Assistant Manager.
22nd
April 2013 till 15th
Nov 2013
 This role also involved me in actively involving in all the activities on floor, I was the
Single point of Contact for the Major Deliverables Like Attendance, People
Management, Asset Management, Weekly Roster and Also Help my Reporting
Manager in his daily activities. I also handled the Complete Logistics of the Floor,
which included Y Jacks Distribution, Asset Management like Allocating Speakers to
Different Processes, Maintaining a Register for The Token Boxes, distributed to all
AMs on Floor, which are used for storing RSA Tokens. I was also actively involved
in Daily Operations Calls and have handled and managed the Queue in absence of
other Team Leads and AMs.
 I Also have Created a Presentation and have trained 60 Associates on how to use
Siebel CTI Toolbar, which is a tool bar on the application Siebel CRM, that allows
agents to login to Avaya Phones without any hassles, they can also change the status
from Auto In to Aux, just by clicking on the respective icons, rather than manually
changing the statuses. I have done this training and implementation within 2 days and
also have received appreciation from client for the same.
 This role also involved handling a Team of 18 Members who was actively involved in
handling inbound calls from Users of Telstra-NBN Broadband, Telephone Line
Services, we provide complete end to end support, by creating new orders, modify
orders, transition for the services the customer has requested for. I was in the pilot
batch, which went live and was actively involved in transition, stabilizing the process

3. to become a BAU process, I was then moved to a data process which handled
Complaints from Telstra Customer, there I was handling a team of 17 members,
however the process gradually moved to automatic resolutions as of now I am
handling another team CSG(Customer Service Group) , which is also a part of Telstra
NBN.
Chennai Location – Team Leader.
11th July 2012 till 18th April 2013
 This role handling a Team of 17 Members who was actively involved processing of
orders we receive from the Telstra FOH Team. The process is all about T-Box and T-
Hub. T-Box is a digital set top box with advanced features which enable customer to
make use of high class cable TV viewing experiences and also download movies and
etc, while T-Hub is an advanced Telephone, with features like digital displays, hand
phones, , it is a complete advanced cordless phone, which also can be connected to
computers for browsing, making video calls etc. We receive the orders from FOH
Team in Australia in the form of Orders through an Application called Right Now,
once they are received, I would assign them to my agents and get the work done
within the SLA agreed with the client.
 This role also involved me in doing the 2 appraisals for my team members, i.e one is
Mid Anniversary and the other Final Anniversary. I also in set the daily targets for the
team and follow up and get the targets achieved , I would constantly monitor the
team, their quality scores etc and, provide necessary feedbacks on how to maintain
the best quality and to become the best team, I also conducted team huddles, passed
on process updates.
Achievements
• I have trained 60 Associates on Siebel CTI Toolbar in 2 days and also implemented the
same, was appreciated by the Client also
• I Also Have Completed a Lean Project on Reducing AHT for Processing an Order and
Also how to improve Productivity of Agents, I have been certified for the same, which
eventually had led to decrease in FTE in the team and savings for the process.
 TECH4COMP TECHNICAL SERVICES PVT LTD.
Hyderabad Location – Team Leader
Feb 2011 till July 2012

4.  This role handling a Team of 15 Members who was actively involved in handling
inbound calls from Users of Google, we provide Premium Technical Support which is
charged to the user and to the company. We buy some code words from Google
which we provide support on, where in if a Customer finds any difficulty in accessing
any of the code words, they would call us and we provide them the required
Technical Support and that support is chargeable.
 This role also involved me in doing the annual appraisals for my team members and
also in setting daily targets for the team, constantly monitoring the team, providing
them the necessary feedbacks on how to maintain the best quality, team huddles,
Team updates about the new offers that have been launched etc.
 UNISYS GLOBAL SERVICES INDIA PVT.LTD
Nov 2008 to Feb 2011
Bangalore Location - Service Delivery Associate - Business Support Services.
Feb 2010 to Feb 2011

1. This role was into Incident Management, which mainly dealt with incidents we
received from EMC Square relating to the Installations, Maintenance and Service of
the Servers, Other Electronic Equipment they dispatch to Unisys which in turn are
delivered or serviced to the EMC Customers
 To be in constant touch with Customer Service Helpdesk of EMC Square to get some
important details, Installations, Removal of parts and etc through mails and
sometimes through Phone, also to send and receive mails to the Unisys Service
Engineers to get the details of the Installations, Maintenance and Servicing.
Service Support Representative
Hyderabad: Location - Service Support Representative- Managed Service Center
Dec 2009 to Feb 2010
 To make outbound calls to technicians, SDC’s, CSM’s and Duty Managers if
required to mark them aware for the calls in the technicians tank, holding tank.
 To take inbound calls from technicians to close the tickets they have worked, create
fresh tickets for customers and also general enquiries
Hyderabad Location - Service Support Representative- Managed Service Center
May 2009 to Nov 2009

5.  Using the Software CLICK SCHEDULER CLIENT, we schedule the tickets for the
customers, for a technician to visit the place of service.
 We also use the Service Request Management systems software to check for the
notes and etc for scheduling.
Hyderabad Location - Service Support Representative- Managed Service Center
Nov 2008 till May 2009
 To make outbound calls to Dell customers and speak to them and schedule
appointments for a technician to visit their address to provide technical service.
 To handle inbound calls from Dell customers and check the ticket and provide them
details of when the technician will be visiting the place of service, and also to
reschedule the service.
Achievements.
 Was awarded with the Performer for the Month of January 2009.
 Have been cross trained on 7 different processes to support 27 clients globally in Three
Days.
HSBC Electronic Data Processing India Pvt Ltd - Hyderabad
May 2007 to September 2008
 To take inbound calls from branches, valuation suppliers, third-party solicitors, and
sometimes from customers also and resolve their queries
 The queries which we resolve when branches call are often based on the progress of the
application, valuation, payments and etc
 The queries from the valuation suppliers would be regarding contact numbers for
customers, property address and etc
Achievements
 Achieved the most important BAU (Business as usual) status 2 months ahead of the
target date
 Was a member of the team which won the TEAM OF THE QUARTER (April 2008 to
June 2008)
 Was awarded as OUTSTANDING PERFORMER for providing outstanding customer
service during the rate matcher campaign for 4 months continuously.
 Have successfully done 2 appraisals for the team within a year, my team has been
awarded Best Team for the year March 2011- Feb 2012

6. Areas of Interest
 Technical Expertise
 Project Management
 Quality – Delivery Excellence (Lean Six Sigma, Green Belt)
 Customer Service Delivery.
Strengths:
• Flexible enough to adjust to any kind of situation.
• Quick Learner.
• Good analytical and communication skills.
Academics:
• Completed B.B.M from Rajasthan University in 2007
Computer Skills:
• Applications - MS Office, MS –Excel.
• Technical Skills – Troubleshooting, ISP, Maintenance of Servers, Active Directory
• Operating System - MS-DOS, Win-98, Win XP, Windows 8
Extra curricular activities and hobbies:
• Worked as a Liaison Officer for Afro-Asian Games and National games held in
Hyderabad.
• Watching movies and Surfing on net.
Personal Details:
Date of birth : 31-01-1985
Sex : Male
Marital Status : Married
Languages Known : English, Telugu, Kannada, Hindi, Tamil.
Place : Hyderabad

7. (MILIND CHITGOPE)