E. J Shashi Kumar

Associate Manager Operations

Mobile : +91-968******* E-mail1 :actfuy@r.postjobfree.com

Educational Qualification

Bachelor of Computer Applications

Diploma in computer Science Engineering

CBSE (kendriya Vidyalaya N.A.L) School

Employment Summary

Dates

Organization

Role

July 2011 to May 2015

Genisys Information System

Associate Manager Operations (reporting to director)

July 2010 to July 2011

Genisys Information System

Team Leader

Jan 2010 to April 2010

On site IBM India

IT Consultant for feet on street

July 2008 to Jan 2010

Genisys Information System

Senior Business Analyst

June 2006 to July 2008

Wings Brand Activation

KOM – Corporate Coordinator

Specialties:

Outbound sales / Inbound sales

Cold calling

Lead Generation

Reports ( PMR / PIP / Weekly forecasting)

People Management

Excellent leadership skills

Excellent Communication skills.

Client Relationship

Service Delivery

Team Handling

Role and Responsibility

Responsible to handle a team of outbound sales / inbound sales

Responsible for a staff of 60+ Tele callers, business analyst & 4 team leads

Responsible for Managing the floor & adherence to schedule as per company

Real time Call Monitoring, coaching and feedback to the agents

Responsible to the delivery sales target on number of leads as per SLA

Conducting daily briefing morning and end of the day to address day to day challenges to the team member

Ensuring productivity is up and running

Taking escalations calls

Responsible for day to day operation of the team

Monthly meeting with management

Actively manage staff on a regular basis to ensure the retention

Work on PIP plans every month

Interviewing new hire

Monitoring and having a firm knowledge of the IT products ( hardware, software & cloud services )

All problems, complaints, and other issues that arise have been handled diligently where ever necessary have approached the Vice President of Operations / Site Director for input before making a final decision.

Responsible for the SLA, Team Allocation Target delivery.

Ensure appropriate documentation for Project Management Plan, Performance Improvement Plan as per ISO guidelines

Ensuring adequate access control and compliance of ISMS Policy

Certified internal trainer and in charge for planning and executing training sessions for new recruits and refresher trainings for existing employees

Ensuring Compliance to Information security as per the ISO 27001 Standards

Professional Course and Certification

ISMS Certified Information Security Management System

JLCP ( Junior Leadership Certificate Program)

Train the Trainer certified

Internal Auditor certified

Personal Details

Address – No 37, 1st cross, Sri Ramanagari

Murgeshpalya, Bangalore 17

DOB – 31st October 1982

Shashi kumar

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