Curriculum vitae

BALAKRISHNAN.G

Nullathanni Estate, TATA BSS quarters

Munnar-655612, Kerala

090********/070********

acqytu@r.postjobfree.com

EXPERIENCE ABSTRACT:

Working as Assistant Manager-HR (Centre HR Head) with TATA Business Support Services Ltd @ Munnar from 16th July-14 to till date

Worked as Zonal Retention Executive with SunDirect Pvt Ltd @ Madurai from Sep-12 to 15th July-14

Worked as Specialist-CSD with Sistema Shyam Teleservices Ltd (MTS INDIA) @ Madurai from Dec-09 to Aug-12

Worked as Specialist-CSD with Sistema Shyam Teleservices Ltd (MTS INDIA) @ Chennai from Dec-08 to Aug-09

Worked as Senior Executive/Senior Team leader (Human Resource) with Tata Business Support services @ Hyderabad from Oct-07 to Dec-08.

Worked as a Team Leader (Human Resource) with Active Selection Services India Pvt Ltd @ Chennai from Aug-06 to Oct-07

Worked as a Customer Care Executive with E2E SerWizSol @ Hyderabad from June-2004 to July-2006.

EXPERIENCE SUMMARY

Period : July-2014 to till date

Company : TATA Business Support Services-Munnar

Designation : Assistant Manager-HR (Center HR Head)

Organization Profile:

Empowering customers since 2004, Tata Business Support Services is a wholly owned subsidiary of Tata Sons operational across India with 22 delivery centers, the holding company of 150 year old prestigious Tata Group. Garnering trust and respect worldwide for more than a century of exemplary business standards, Tata Group is India’s most trusted and admired business house. With the legacy of excellence integrated to the core and coupled with highly capable and information-age generation youth as a workforce, Tata BSS is a unique blend of rich heritage and bright future.

Job profile:

HR (Recruitment & Operations) at Center Level. Complete hand hold on employee relations with over all 280 employees in the center.

Recruitment:

Handling complete Recruitment for Munnar center for 5 different Operations

Sourcing Customer care executives & provide required man power to the process as per the agreed timelines

To Interview Candidates, Validating them as per process requirements & Forward them to the process head for Final Selection.

Directly involved in mass hiring with our team members. Major hiring though walking interview and campus drive.

Handling a team of 3 resource executives, Team members search candidates, shortlist them, send to me for final short listing before sending to final operation round

Assisting team members to search candidates through different sources

Training to team members for achieving targets, job motivations

Handling Man power Requirements for all Processes (TTSL, TataSky, MEA, IFB & Voltas) & ensure man power provided to training as per agreed timeline.

Interacting with Managers for Various Requirements & feedbacks

Salary and notice period Negotiation with candidates

Maintain the Cost per hire every month

Identifying cost effective hiring channels like a) Training Institutes c) College Drives d) Naukri etc

Identify Alternative Labor Pools a) AA Hiring Numbers b) Part Timer hiring’s c) Women Employment

HR-Operations:

Run the regular attrition analysis for all assigned process and identify practices to reduce the attrition and benchmark the same to company

Responsible for establishing communication channels for employees to communicate. Counsel / Communicate Employee grievances

End to End life cycle of the employee management (Joining till Exit) is run smoothly at the centre.

Smooth delivery of Statutory Compliance per the state labor act. Generate MIS on a periodic basis

Monthly ER Calendar, utilization of budget, Reward and recognition

Design & Execute the Employee Engagement Programs as agreed per calendar.

Track the performance of ER Calendar activities

Facilitate the roll out of performance appraisal, Coordination with functions for completion of appraisal forms

Responsible for establishing communication channels for employees to communicate. Counsel / Communicate Employee grievances

Coordinate for Internal Job postings for Promotions

Period : Sep-2012 to July-2014

Company : Sun Direct Pvt Ltd, Madurai

Designation : Zonal Retention Executive

Job profile:

Ensure reduction in churn percentage

Co-ordinate with Centralized deactive bucket wise agency on conversion

Co-ordinate & drive the 90+ agency based on location specific for more reconnections & Set Top Box retrievals

Allocate the base month on month to respective agency & monitor the results

Close monitor on bucket wise deactive movement

Co-ordinate with Service team on churn complaints

Plan change & reactivation issues highlighted to Application team

Payment processing for Churn agencies

Conduct Service camps on high churn areas with the help of Service & Sales team

Appoint new churn agencies on high churn districts

Appoint new agencies in the high churn locations

Co-ordinate with Sales team on churn locations to reduce churn percentage

Co-ordinate with Sales channels like Distributors & Dealers on churn complaints

Co-ordinate with Sun Shine outlets on training to Representatives

Period : Dec-2009 to Aug-2012

Company : Sistema Shyam Teleservices Ltd-MTS

Designation : Specialist-Customer Service Delivery, Madurai

Retail & After Sales Support-Madurai Zone

Job profile:

Branded Retail Stores:

Handling all Branded Retail Outlets from Customer service perspective in Madurai & Tirunelveli cluster

Appoint CSE profiles to all Branded stores

Monitor the CSE performance to ensure CSAT is achieved every month

Monitor CSE role on achieving the ROI for BR franchisees

After Sales Support:

Close monitoring on Service Level & C-SAT scores to make sure Authorized Handset Service center achieves the same

Analysis & action plans for reducing repeat handset complaint & highlight the gaps to the OEM

Co-ordinate with Distributors & ensure their handset complaints are addressed on priority basis at ASC

DOA process proceedings

Door step service for the Smart phone & high ARPU customers

Conduct Service camps at BRO/DT point

Part of UAT Team before the new handset launch

Managed a team of 4 Field Service executives for data card complaints

Ensure all the data complaints routed to self are closed within TAT

Ensure complaint closure CSAT is met (Above 95%)

Reduce repeat complaints

Train the Sales team on data products on a regular intervals

Reduced churn percentage by addressing the complaints for involuntary churn base

Mitra Outlets:

Identify the MITRA (MTS Authorized Rural Service outlets) in rural areas with the help of Sales Team

Tag those outlets to MITRA category & provide empowerment for Service

Focus on more service availability & Increase in Sales

Period : Dec-2008 to Aug-2009

Company : Sistema Shyam Teleservices Ltd-MTS

Designation : Specialist-Customer Service Delivery

Designation-

Call Center-SPOC (Tamil nadu Process)

Job profile:

Handling all Prepaid queue for Tamil Nadu Circle

Queue includes Inbound, Prospect, Dealer, Complaint & Outbound

Close monitoring on Service Level, Answered Percentage, Unique tagging, Repeat call & C-SAT scores to make sure Vendor achieve the same

Analysis & action plans for reducing repeat calls & complaint

Design the forecast call volume and to close monitor on actual report

Meeting above the expectation level on monthly basis and comparison of performance

Cascade all the new updates to the Vendor Management team

Understanding of TATA Cosmocom (soft phone application), wherein tracking of AHT, Number of calls, Aux reports, service levels are maintained and also the same was adhered by Vendor team.

Part of Quality during Call calibration

Understanding of TATA Cosmocom Application wherein live calls of CCE’s were barged and appropriate feedback been given to the Quality/Operations & Training team

Analyzing calls to identify the root cause of the enquiries & complaints.

Identify and work upon the action plan to improve C-SAT scores.

Part of Recruitment for hiring lower & middle management.

Part of UAT Team before the launch

Ensure smooth coordination with the vendor

Coordinate with the internal cross functions & highlight the call volume based on the query

Rewards & Recognition to the vendors

Period : Oct 2007 to Dec-2008

Company : TATA Business Support Services, Hyderabad

Designation : Senior Executive-Human Resource

Senior Team Leader- Reporting to Manager-HR

Sourcing Junior, Senior Level and middle level executives though head hunting, database and job portals

To Interview Candidates, Validating them as per process requirements & Forward them to the process head for Final Selection.

Directly involved in mass hiring with our team members. Major hiring though walking interview and campus drive.

Handling a team of 2 resource executives, They search candidates, shortlist them, send to me for final short listing before sending to final operation round

Assisting team members to search candidates through head hunting, and job portals

Training to team members for achieving targets, job motivations, head hunting

Handling Requirements in all Processes

Interacting with Managers for Various Requirements & feedbacks

Directly involved in reference check of candidates

Salary and notice period Negotiation with candidates

Period : Aug 2006 to Oct 2007

Company : Active Selection Services India Pvt Ltd, Chennai

Designation : Team leader

Recruiter:

Search Suitable Candidates through Head Hunting, Own Database, & Job Portals.

To Interview Candidates, Validating them & Forward them to the client for Final Selection.

Handling Requirements in Real Estate, Retails, Hotels, Airlines, Telecom and Media

Handling a team of two-resource executive. They search candidates, shortlist them, send to me for final short listing before sending to clients

Directly Interacting with Clients for Various Requirements.

Directly involved in reference check of candidates

Salary and notice period Negotiation with candidates

Period : June 2004 to July 2006

Company : E2E Serwizsol Pvt Ltd.,

(Subsidiary group of TATA)

Designation : Customer Care Executive/Call coach.

Implementation of a good product and process knowledge in handling calls and also in various products.

Meeting above the expectation level on monthly basis and comparison of performance

Assisting Work Force Management team in roistering.

Understanding of AVAYA (CMS Supervisor), wherein tracking of AHT, Number of calls, Aux reports, service levels are maintained and also the same was educated to the team.

Understanding of BLUE PUMPKIN (software for adherence and WFM report).

Understanding of NICE Application wherein live calls of CCE’s were barged and appropriate feedback been given to the CCE’s which was taken as an initiative and implemented successfully.

Understanding of ISO Documentation and Procedures wherein I was a part of the ISO development Team to ensure that the Process is not getting any Non conformances and also the metrics level is maintained.

Understanding of SIX SIGMA wherein as a team we ensured that all the procedure is followed and implemented as per DMAIC methodology.

I was also a part of VISHIST management program which was followed by the organization in terms of analyzing (Root cause, Control and Impact analysis) the process which was not followed properly.

Improving overall quality of service and increasing customer delight levels.

Analyzing calls to identify the root cause of the complaints.

Motivating each team members, guiding, monitoring their performance and implementing corrective actions as and when required.

Identifying the training requirement of the team member

Identify and work upon the action plan to improve C-SAT scores.

Achievements:

Star of the month award for the month of March-06 with subject to performance.

Call of the day award from Quality department.

Rate your call award from Quality department.

EDUCATIONAL QUALIFICATION

Masters in Public Administration from Madras Christian College-Chennai

Bachelors in Botany from American College-Madurai

References:

Upon request

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